Availability
- Targets are agreed after the hosting arrangement is known.
- Maintenance windows and measurement periods are written down.
- Managed services include clear monitoring responsibilities.
Support terms
Support expectations agreed before launch.
Response times and availability commitments depend on hosting, monitoring, project scope, and the support plan.
Response times
- Issues are grouped by severity and business impact.
- Critical production problems receive the fastest agreed response.
- Lower-priority requests follow an agreed queue.
Ownership and escalation
- Each agreement names a support owner.
- Communication and escalation paths are defined before an incident.
- Handover to an internal team is supported with documentation.