Define routine continuity
State how updates, backups, availability, security checks and restore readiness are handled and how often important business journeys are reviewed.
Separate maintenance from projects
New design, integrations, migrations and major feature work need their own scope. A monthly plan should explain the allowance and approval route for additional work.
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Document response expectations
Emergency, urgent and routine requests need different response targets. Support availability should be described honestly rather than marketed as undefined 24/7 coverage.
Keep ownership visible
Domain, hosting, licences, source, accounts and backups should remain documented so the business can act even if staff or providers change.