Start with the inventory
List the website domains, hosting accounts, platform versions, themes, critical plugins, integrations and any linked email or analytics systems. The inventory should identify systems that are excluded as well as those that are included.
A single public website can involve many vendors. An agreement that does not map these dependencies may leave important tasks unassigned.
Define each recurring task
Specify the frequency of update reviews, backup checks, uptime checks and routine content changes. Identify who approves changes, when changes are released and how a rollback will be handled if necessary.
For content requests, define an allowance, expected inputs and what counts as a minor edit versus new page development.
Set realistic service boundaries
Support hours, escalation points and response targets should reflect the organization's needs and budget. Emergency recovery, incident response, major redesigns and custom integrations are often separate projects.
Third-party licenses, hosting subscriptions, domain registration and renewal fees may be supplied with the service, but should be priced and assigned explicitly.
Agree on reporting and ownership
Decide what report the client will receive and how frequently. A useful report summarizes checks, changes, unresolved items and recommendations without presenting superficial activity as a result.
Maintain client ownership of domain names, business content and agreed deliverables. Document handover procedures so the organization can change providers in an orderly way.