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1. Business Hours Premium Support: Additional provisions for enhanced support during business hours, used when customer requires priority handling

2. 24/7 Support Services: Extended support coverage terms, included when round-the-clock support is required

3. Major Incident Procedure: Special procedures for handling major incidents, included for critical service agreements

4. Customer Obligations: Specific customer responsibilities, included when customer participation is crucial for incident resolution

5. Security Requirements: Special security measures during incident handling, included for sensitive operations

6. Disaster Recovery: Additional provisions for service continuity during disasters, included for critical services

7. Third-Party Vendor Management: Terms for managing incidents involving third-party vendors, included when relevant

8. Training and Documentation: Requirements for staff training and documentation, included for complex service arrangements

1. Schedule 1 - Service Description: Detailed description of services covered by the incident response requirements

2. Schedule 2 - Priority Level Definitions: Detailed criteria and examples for each incident priority level

3. Schedule 3 - Response Time Matrix: Detailed matrix showing response times for different priority levels and time periods

4. Schedule 4 - Escalation Procedures: Detailed escalation paths and contact information

5. Schedule 5 - Service Credits Calculation: Detailed calculation method for service credits or penalties

6. Appendix A - Incident Report Template: Standard template for reporting incidents

7. Appendix B - Contact Details: List of key contacts for both parties

8. Appendix C - Technical Support Procedures: Detailed technical procedures for incident handling