Define each stage of support
Receiving a request, diagnosing, visiting and restoring operation are separate events. Define time measurement and support hours for each.
Check what the price includes
Separate labour, parts, materials, travel and transport. Ask about limits and work requiring a separate quote. The monthly fee alone does not show support coverage.
Agree how exceptions are handled
Describe how additional work is approved and parts shortages communicated. If a replacement device is included, agree its configuration, timing and commissioning scope at the customer site.
Plan for records and the end of the relationship
Agree report formats, access to service history and configuration handover. This list prepares a commercial discussion; detailed terms are developed for the specific relationship.