Managed service: the provider handles technical operations, the customer focuses on business.
Managed Service is a model in which the provider is responsible for infrastructure operations: installation, security patching, monitoring, backup, and incident response, rather than simply providing resources and leaving the customer to manage them.
The most important thing to clarify in a contract is the boundary of responsibility: up to which layer belongs to the provider, from which layer belongs to the customer. The common boundary is that the operating system and below belong to the provider, and the application and above belong to the customer — but this is an agreement, not a standard.
Included are the response time and contact channel. These two factors determine most of the actual value of the service plan.
