# Event website support agreement review and launch contact card

Copy this worksheet before ticket sales open. It records the actual support plan and your own response path. It does not create or amend a provider contract. Have the provider confirm any unanswered term in writing.

## Service map

| Attendee task or dependency | Provider/account | Support plan and evidence link | Account contact/permission holder | On-call event owner |
| --- | --- | --- | --- | --- |
| Public event page and DNS | | | | |
| Registration form and database | | | | |
| External ticketing/checkout | | | | |
| Confirmation email | | | | |
| CDN, certificate or security layer | | | | |

The hosting company may not operate the ticketing platform, email sender or custom application. Write each boundary separately.

## Terms to verify, for each provider

| Question | Confirmed answer | Source or written confirmation | Gap / owner |
| --- | --- | --- | --- |
| Which account and production service are covered? | | | |
| Can this plan open technical support cases? | | | |
| Supported channel: case, chat, phone, emergency line? | | | |
| Available hours, language and time zone? | | | |
| What severity can we select for registration down or ticket link failure? | | | |
| Does the clock cover **first response** or actual restoration? | | | |
| Who diagnoses custom code, third-party checkout and DNS outside this provider? | | | |
| What evidence must a case include? | | | |
| How does escalation work when the first response is insufficient? | | | |
| Is any credit or remedy conditional on a claim, exclusion or measurement method? | | | |

Do not copy a sample provider's response times into another provider's plan. A response target is not a guaranteed repair time, and a service-availability credit is not the same thing as live incident assistance.

## Rehearse the contact path

1. **Scenario:** event URL, registration or hosted checkout unavailable at [time and zone].
2. **Signal and impact:** monitoring link, affected public route, first observed time, visitor geography, screenshots or request IDs. Remove secrets and attendee personal data from shared traces.
3. **Triage owner:** [name/backup] verifies which service failed and checks the provider status page.
4. **Provider contact:** [portal/number] accessed by [authorized account user]. Record case number and severity actually available on this plan.
5. **Internal escalation:** [name/backup/channel] handles visitor guidance, ticket sales pause or alternate verified route if needed.
6. **Next update:** [owner/time/channel]. Mark what is confirmed and what remains unknown.
7. **After the drill:** [gap, owner, due date]. Avoid creating a fake emergency case unless the provider has approved a test route.

Review the plan and contact permission again before a major on-sale or provider/account change.