Which systems are included?
Ask for a list of the users, endpoints, servers, networks, and cloud services covered by the agreement. Identify supported applications and any third-party responsibilities.
How do we request help?
Understand the support routes, service hours, urgency definitions, escalation process, and response expectations. Automated monitoring does not establish the availability of staffed support.
What work is separate?
Discuss onboarding, existing problems, equipment replacements, migrations, licensing, travel, and after-hours work. A clear agreement explains which activities require additional approval.
How will work be documented?
Ask what information you receive about relevant changes, open issues, maintenance, and recommendations. Reporting should describe useful activity without exposing sensitive information.
What should we prepare?
Gather a device overview, current providers, key applications, and the problems you want to address. Share credentials only through an approved secure process.