Identify the moving parts
List the domain, DNS, hosting account, PHP runtime, email delivery and any external services the website depends on. Decide who controls each account and who is responsible for changes or renewals.
For a custom application, record required extensions and scheduled tasks alongside configuration and deployment instructions. A backup of website files alone may not include database records or external configuration.
Agree maintenance and recovery
Set out how updates are assessed, tested and deployed. A supported runtime is part of maintenance; the PHP project’s published support schedule helps establish when an upgrade needs planning.
Discuss what is backed up, where copies are retained and how a restoration is tested. Recovery expectations should be agreed against the application’s needs rather than inferred from the word hosting.
Make support requests actionable
Define how to report an issue, what information the team needs and who can authorise a change. A screenshot, affected URL and approximate time can help distinguish a user-facing symptom from a hosting or integration fault.
Keep support scope and any response commitments in the actual agreement. The website should not imply round-the-clock cover or a guaranteed recovery time that has not been agreed.