Document background
This SLA for Incident Management is designed for organizations operating in Canada that require formal incident response and management services. The document is typically used when establishing or updating service arrangements between service providers and their clients, particularly in scenarios where consistent, measurable incident response is critical to business operations. It incorporates Canadian legal requirements and business practices, including privacy and data protection considerations under PIPEDA and provincial regulations. The agreement defines incident classifications, response times, resolution objectives, and service credit mechanisms, providing a clear framework for service delivery and accountability. This type of agreement is essential for organizations seeking to maintain reliable operations through structured incident management processes and defined service levels.
