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Ongoing operation, monitoring and application support, with written response commitments.
Business value
A named contact, agreed response times and visibility on what was done.
\u201cWe respond quickly\u201d means nothing when a service is down. We agree numeric response times per severity level and report against them.
What is not covered is written as clearly as what is, so there is no disagreement in the middle of an incident.
Managed services that keep the keys and the knowledge turn a service contract into a dependency. Access, documentation and procedures remain yours.
At any point you can take operations back in-house or hand them to a third party without rebuilding what exists.
Written response times
A regular operations report
Access and procedures that stay yours
A first conversation is enough to clarify the context, priorities and the right place to begin.