Step 3
Maintenance and Support
A support agreement with defined response times, continuous monitoring and preventive maintenance.
A network is at its best on handover day, and starts drifting from the plan the same day: users are added, a wall moves, the network next door changes channel, firmware ages. Maintenance means measuring that drift regularly and closing it.
Support is contracted against a defined service level: response and resolution times per severity, an escalation path, and periodic reporting on the state of the network. What separates a real SLA from a phone number is that the timings are committed in writing.