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addressPrimary contact (name, title, email) *Technical/operations contact (name, email)🧾 Services & ScopeService description (what is being provided) *In-scope inclusions *Out-of-scope exclusions *Service window24×7Business hoursCustomCustom service window detailsPreviousNextSave and Resume Later📊 Service LevelsTarget availability *Measurement periodExcluded downtimePlanned maintenanceForce majeureCustomer-causedThird-party dependencySecurity emergenciesIncident Priorities & TargetsP1 (Critical) response targetP1 (Critical) resolution target P2 (High) response targetP2 (High) resolution targetP3 (Medium) response targetP3 (Medium) resolution targetP4 (Low) response targetP4 (Low) resolution target🆘 Support & IncidentsSupport hoursStatus update frequency during incidentsSupport channelsEmailTicketing portalPhoneChatEscalation path & contacts PreviousNextSave and Resume Later🛠️ Maintenance & Change ManagementPlanned maintenance windowMinimum notice for planned maintenance Change approval 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