The decision
Define acknowledgement, assessment, updates and resolution separately. Check proposed commitments against coverage hours, dependencies and the agreement's actual wording.
Rehearse this before accepting the change
Apply the proposed wording to an incident reported outside coverage hours that depends on a third-party repair. Compare each party's expected timeline.
Use fictional examples and an authorised test environment. Record what happened, the evidence you inspected and any issue that still needs a responsible owner.
Choose a useful measure
Track expectation disputes caused by unclear support-time definitions.
Agree the definition and baseline with the team doing the work. Review the result over a comparable period and note other changes that could affect it.
Your planning worksheet
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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