Questions to ask before making a change
- Who owns the customer relationship and escalation?
- What is included and excluded from support?
- How are response priorities defined?
- How are administrator credentials transferred and protected?
- How are devices, licences and suppliers documented?
- What monitoring and maintenance are included?
- How are cyber security responsibilities divided?
- How are backups monitored and recovery tested?
- How does onboarding work?
- What reporting and service reviews are provided?
- How are projects and third-party costs approved?
- What happens at contract exit?