Field notes · Jaen Baldwin
A list of software is not a description of the support.
When I review a support arrangement, I want to understand who does the work, what they cover, and what happens when a request needs more than routine troubleshooting.
Start with the request path
Where do staff send a request? Who receives it? What hours are covered? How does an urgent issue reach someone with the access and knowledge to act? Those answers should not depend on guessing who is available.
Separate maintenance from project work
A monthly service and a major migration are not necessarily the same scope. Ask about onboarding, devices, Microsoft administration, network care, backups, and the work quoted separately.
Know who controls the information
The business should understand ownership of tenants, domains, licenses, credentials, and configuration records. Documentation should be useful to the people responsible for the environment, not just a report that a tool produced.
Ask about the handoff
Provider changes happen. Before signing, clarify notice, access, records, licensing, and the steps required to move the service. It is a reasonable question for any provider, including JMB.
Related services
Have a situation like this?
Tell Jaen what is happening and what your business needs. We can identify the next step without assuming the answer in advance.