Support, maintenance, and escalation should be explicit.
Support is a delivery decision, not an assumption. The project agreement should identify coverage, channels, response targets, maintenance windows, escalation owners, and what happens when a third-party provider is involved.
Support levels
A project can define business-hours support, urgent incident escalation, release support, monitoring review, maintenance planning, and customer success check-ins. Response targets depend on the purchased plan and the issue severity.
Incident handling
An operational plan should record how an issue is reported, triaged, contained, communicated, fixed, reviewed, and closed. Security incidents may require separate notices and legally defined timelines.
Maintenance
Updates, dependency changes, browser and operating-system support, backups, SSL and domain renewal, performance work, and improvements should be assigned to a clear owner.
Availability
Any uptime or service-level commitment must be written with measurement rules, exclusions, maintenance windows, provider dependencies, remedies, and the actual environment to which it applies.