The decision
List the components and dependencies covered by maintenance before agreeing response expectations. Distinguish direct control from services that require supplier coordination.
Rehearse this before accepting the change
Choose a failed booking-link scenario and trace who diagnoses it, who can change it and who communicates progress.
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
Measure incidents delayed by unclear coverage or ownership.
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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