# Website support plan comparison worksheet

Companion: https://www.ajjuiglesias.com/blog/website-support-response-times

Fill in one copy per proposal. Targets are intentionally blank. Record the provider's actual wording and evidence; do not enter secrets or private customer information.

## Service and coverage
- Provider and proposal reference:
- Website/platform and covered functions:
- Important customer journey and failure impact:
- Covered days, hours and time zone:
- Holiday treatment:
- Out-of-hours process and any separate charges:
- Monitoring hours versus human support hours:

## Priority and clock rules
For each priority record:
- Business-impact definition and example:
- Person who assigns or changes priority:
- Accepted reporting channel:
- Event that starts the clock:
- Hours counted and any pause conditions:
- Meaning and target of acknowledgement:
- Meaning and target of qualified assessment:
- Workaround/restoration expectations:
- Resolution and follow-up expectations:
- Timestamp evidence used:

## Communication and dependencies
- Incident reference and current-status location:
- Assigned incident owner and backup:
- Escalation process for missed response or increased impact:
- Update cadence and expected update contents:
- Third-party dependencies and their account owners:
- Person responsible for third-party escalation:
- Customer communication owner:
- Alternative route if the normal support channel fails:

## Scope and approval
- Included incident work and allowances:
- Work requiring additional approval:
- Charging process for excluded work:
- Rollback or temporary change authority:
- Process when business approval contact is unavailable:
- Restoration verification and pending-work checks:

## Scenario test
- Provider's calculation for a Friday evening report:
- Provider's explanation of a missing enquiry notification:
- Evidence reviewed and unanswered questions:
- Decision and next service review date: