Define covered assets
Record model, serial number, location, condition, and warranty status for each asset. Separate covered equipment from dependencies outside the agreement.
Agree coverage and escalation
Specify support hours, incident channels, severity definitions, response targets, and who can authorise changes or replacement costs.
Separate labour and parts
Clarify whether visits, spare parts, consumables, travel, and OEM support are included. List exclusions so operational teams understand the boundaries.
Build in regular reviews
Agree maintenance frequency and a useful service report. Review repeated issues, ageing equipment, contract scope, and business changes before renewal.