IT SUPPORT SCOPE AND COMPARISON WORKSHEET
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Use: complete the business brief once; send the same scope to each provider.
Record the proposal version and date. An empty field is an open question.
Illustrative worksheet, not a contract or prescribed service standard.

BUSINESS BRIEF
Owner and review date:
Users / locations / devices / applications / remote staff:
Business hours and time zone:
Activities that must continue outside those hours:
Known unsupported systems or missing documentation:
Acceptable interruption and data-loss objectives, agreed with the business:

FOR EACH PROVIDER
Provider / proposal date and version:
Supported work, systems and exclusions:
Contact channels and service hours:
Severity definitions, with an example for each:
Initial response / restoration / permanent-fix commitments:
Clock start, pauses, exclusions and escalation route:
Incident notification and evidence responsibilities:
Access approver / access operator / review and removal owner:
Organizational ownership of essential accounts and recovery arrangements:
Backup coverage / restore operator / last test evidence / unresolved gaps:
Patching scope / maintenance window / rollback owner:
Onboarding work and separate remediation costs:
Monthly charges / unit assumptions / project rates / exit charges:
Data export, documentation and transition commitments:
Open question / evidence needed / owner / due date:

ACCEPTANCE AND REVIEW
Test ordinary ticket, critical escalation, representative restore and leaver removal.
Record test date / expected result / actual result / evidence / follow-up owner.
Review recurring incidents, aged tickets and failed maintenance, not only ticket counts.
Choose a review date and repeat after significant changes to people or systems.
Source context: CISA AA22-131A supports clear security ownership, MFA and backup testing;
service hours, prices and targets must come from your own agreement.