Document the environment
Start with the hosting, themes, plugins, integrations and administrator accounts used by the site. Include business-critical functions such as forms, payments or scheduled jobs in the discussion.
Agree maintenance responsibilities
Decide who is responsible for updates and how changes will be reviewed. Discuss whether a separate test environment is needed and what approval is expected before changing the live site.
Ask about recovery
Agree which data needs to be backed up, how recovery would be requested and who would carry it out. Include restore testing and recovery priorities in the support conversation.
Define monitoring and escalation
Discuss what should be monitored, how alerts are reviewed and how issues reach the right person. Clarify coverage hours and response expectations in the selected service plan.
Plan for change
A support arrangement should explain how new features, integrations and larger fixes are scoped. Distinguish routine maintenance from project work so both teams can plan resources and approvals.