A clear Request for Proposal (RFP) helps you compare support providers fairly and avoid surprises after signing. Vague RFPs lead to vague proposals.

1. Company and context

Briefly describe your organisation, users, locations and why you are seeking support now.

2. Current environment

  • Applications and websites in scope
  • Technology stack, hosting and integrations
  • Current support arrangement and known issues
  • Approximate number of users and tickets per month, if known

3. Scope of services

Be specific about what you need, for example:

  • Application maintenance and bug fixing
  • Security updates and patching
  • Monitoring and incident response
  • Backups and recovery
  • Small enhancements
  • Server, cloud or database support

4. Service levels

Describe the support hours, priority definitions and response expectations you need. Ask vendors to propose SLAs they can realistically meet.

5. Onboarding and handover

Ask how the vendor will take over from the current team, how long onboarding takes and what they need from you.

6. Reporting and governance

Request examples of monthly reports and describe how often you want review meetings.

7. Security and compliance

List any security requirements, data protection obligations or policies the vendor must follow.

8. Commercial model

Ask for pricing in a consistent format, such as a monthly retainer with defined hours or a fixed monthly fee, plus rates for additional work.

9. Evaluation criteria

Tell vendors how proposals will be judged: experience, approach, SLAs, team, references and price.

A well-structured RFP saves time for both sides and makes it much easier to choose a partner you can work with long term.