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Updating the Incident Management Procedure

I am going to update the INCIDENT MANAGEMENT PROCEDURE according to our own company. I have some questions.

It would be great if you could share some examples for different categories like security weakness or event and incidents. This way we can get a better understanding of each type.

Should we include our maintenance window to this document to exclude from our SLA? I mean we use this document as a reference for SLA.

Do you recommend any tool for handling incidents proper for small business?