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1. Business Continuity and Disaster Recovery: Include when the customer requires specific provisions for major incidents affecting business continuity

2. Security Clearance Requirements: Include when incident response requires access to sensitive facilities or systems

3. Compliance with Industry Standards: Add when the customer operates in a regulated industry with specific compliance requirements

4. Third-Party Coordination: Include when incident response involves coordination with third-party vendors or authorities

5. Training and Knowledge Transfer: Add when the agreement includes requirements for staff training or knowledge sharing

6. Data Privacy and Protection: Include detailed section when handling personally identifiable information during incident response

7. Force Majeure: Add when specific provisions for extraordinary circumstances affecting response times are needed

1. Schedule A - Incident Classification Matrix: Detailed matrix defining incident types, severity levels, and impact criteria

2. Schedule B - Response Time Tables: Comprehensive tables of response time commitments for each incident type and severity level

3. Schedule C - Escalation Procedures: Detailed escalation paths and contact information for different incident types

4. Schedule D - Service Level Metrics: Specific metrics and calculations for measuring SLA performance

5. Schedule E - Rate Card: Pricing for services outside the standard SLA scope

6. Appendix 1 - Incident Report Template: Standard template for reporting and documenting incidents

7. Appendix 2 - Contact Details: List of key contacts and their roles for both parties

8. Appendix 3 - Technical Requirements: Technical specifications and requirements for incident response systems