Incident Resolution Time SLA Template for Canada

1. Business Continuity: Additional provisions for maintaining service during major disruptions, recommended for critical services

2. Security Requirements: Specific security protocols during incident resolution, important for handling sensitive data

3. Continuous Improvement: Processes for reviewing and improving service levels over time, useful for long-term agreements

4. Third-Party Dependencies: Management of incidents involving third-party vendors, relevant when multiple vendors are involved

5. Custom Performance Metrics: Additional performance measurements beyond standard resolution times, useful for complex services

6. Training and Knowledge Transfer: Requirements for staff training and knowledge sharing, important for complex technical environments

1. Schedule A - Service Level Metrics: Detailed breakdown of all service level targets and measurement methodologies

2. Schedule B - Incident Priority Matrix: Detailed criteria for determining incident priority and severity levels

3. Schedule C - Service Credit Calculations: Detailed formulas and examples for calculating service credits

4. Schedule D - Contact Information: List of key contacts and escalation points for both parties

5. Schedule E - Reporting Templates: Standard formats for SLA performance reporting

6. Schedule F - Technical Requirements: Technical specifications and requirements for incident management systems

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

8. Appendix 2 - Resolution Procedures: Detailed procedures for handling different types of incidents