List the managed components
Name the servers, operating systems, databases and applications included. Record unsupported or inherited components and the plan for addressing them.
Define routine and exceptional work
Separate updates, configuration changes and monitoring from major migrations or application development. Explain how urgent requests are prioritized.
Make recovery concrete
State backup coverage, retention, access ownership and restore responsibilities. Targets for data loss and recovery time should be supported by the agreed architecture and testing.
Plan the end of the relationship
Document account ownership, access revocation and handover. Your organization should know how to continue operating if the provider or personnel change.