Access and changes
Access is granted for the work and removed when it is no longer needed. Production changes are planned, documented and receive a rollback path when the risk requires it.
Security
Security as part of operations.
Security is ongoing work. We limit access, keep environments updated and maintain a plan for incidents.
Backups and recovery
Backups are kept separate from production. Frequency, retention and restore tests are agreed for each service and documented in the contract.
Incidents
Contact routes, responsibility and reporting are agreed before production. Actual response times and service levels are stated in the customer contract.