OPS-03 · Operations
Managed application operations
Define monitoring, incidents and administration around your deployment.
Proposed service. Staffing, delivery availability, hours, escalation and final responsibility matrix are agreed in a statement of work. No SLA is implied.
For
IT operations and application owners
Outcome & deliverables
Runbook, escalation matrix and agreed operations reports.
Customer inputs
Approved access, signed RACI, maintenance windows and support terms.
Scope boundaries
Infrastructure, OS and database duties unless explicitly contracted.
Acceptance & commercial unit
Contracted service reports and review; scoped retainer.
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