Describe the operating environment
List the equipment, sites, common issues, and business constraints that support needs to cover. Ask which tasks are included, which need a separate quote, and how issues are raised. Any response targets must be stated in the agreement rather than inferred from general marketing.
Make exclusions visible before you decide
Describe the devices, locations, and tasks that need assistance, then ask which are included in the proposed support. Clarify how faults are reported, what information is needed, and when additional work requires a new quote. A broad phrase such as “ongoing support” can mean different things to each party. Written coverage and exclusions make that phrase useful for a specific project.
Your checklist
- Covered equipment
- Included and excluded tasks
- Escalation and agreed response targets