In addition, help desk support, security procedures, data redundancy levels, growth capacity, and extensive, reliable cabling are all components to consider in your evaluation process. Clarify the average time it takes to make repairs and the physical location of repair people. Investigate the location and amount of spare parts and equipment kept on site. Everyone has a different definition for support. If the task isn't specifically identified in the SLA, the ASP is not responsible.
Technical tasks can be as basic as clarifying the backup process, or ensuring recovery capabilities.
Alternatively, defining responsibilities will become very complicated if you require technical help in order to make changes to applications to reflect your organization's specific business processes. Uptime and connectivity are two different animals. Audit tools could include users' own recordkeeping, reports from the ASP, or automated, real-time Web monitors. Be prepared to perform basic due diligence tasks, such as investigating the ASP's financial viability and business plan.