1. Business Continuity and Disaster Recovery: Include when service requires specific provisions for major incidents or disasters

2. Security Requirements: Include when handling sensitive data or systems requiring specific security measures

3. Compliance Requirements: Include when specific regulatory or industry compliance needs must be addressed

4. Third-Party Management: Include when third-party vendors or subcontractors are involved in incident management

5. Training and Knowledge Transfer: Include when specific training requirements or knowledge sharing is needed

6. Service Credits and Penalties: Include when financial penalties or credits are tied to service level performance

7. Continuous Improvement: Include when formal improvement processes and metrics are required

1. Schedule 1 - Service Level Targets: Detailed breakdown of all service level targets and measurements

2. Schedule 2 - Incident Priority Matrix: Detailed matrix defining incident priorities and their characteristics

3. Schedule 3 - Contact Details and Escalation Path: Contact information for key personnel and escalation procedures

4. Schedule 4 - Pricing and Service Credits: Detailed pricing structure and service credit calculations

5. Schedule 5 - Incident Report Template: Standard template for incident reporting

6. Appendix A - Technical Requirements: Technical specifications and requirements for incident management systems

7. Appendix B - Security Protocols: Detailed security procedures and requirements

8. Appendix C - Standard Operating Procedures: Detailed procedures for common incident scenarios