The accounts and services behind the site
Include the hosting account, domain, content system, plugins, forms, mail service, analytics and any connected software. Record who controls the account and who maintains the configuration. Include renewals and integrations managed outside the hosting dashboard.
Keep credentials in the approved access system rather than the maintenance document. The operating record should identify the owner and the access process, not expose secrets. Review the list when a service or responsible person changes.
What the agreement includes
List the routine updates, backups, checks and issue review the agreement covers. Then state how new features, redesigns, content production and custom integrations are handled. Some may be included; others need an estimate.
Define support hours and response expectations based on the actual service. Response means acknowledging and assessing an issue; resolution depends on its cause. Avoid assuming that a monthly care plan includes continuous monitoring or unlimited emergency work unless that has been agreed.
The customer journeys to check
Choose the functions whose failure would interrupt the business: the inquiry form, notifications, login, ordering or a critical download. Check those paths after changes that could affect them. A homepage loading successfully does not prove the whole site is working.
Use labeled test records and confirm the receiving destination when the journey includes a handoff. Keep a short record of the outcome and date. If a function is owned by another provider, document how issues are passed to that team.
Who approves business information?
The business should have a way to report changes to services, pricing, people and contact details. Assign a business content owner who can confirm whether offers, prices and service details are still accurate.
For AI assistants, the knowledge source needs the same attention. A website update and an assistant answer should not contradict each other. Include the related content in the change request so the public experience remains consistent.
- Business owner: approve facts, offers and priorities.
- Technical owner: maintain the agreed platform and release process.
- Service owner: operate connected tools within their scope.
- Support contact: receive issues and coordinate the next action.
Recovery and future improvements
Confirm what is backed up, how long it is retained and who can restore it. Periodically test recovery in an appropriate environment. Record the result and any gaps that require a change to the plan.
Maintain a separate improvement list so new ideas can be scoped deliberately. A short operating review can distinguish incidents, routine maintenance and future development. Assign each item to incident response, routine care or planned development, with a person responsible for the next step.
