Who decides what is urgent?
A business deadline and a technical severity are not always the same thing. Ask how the provider will account for a blocked payment run, a reconciliation issue, or a close dependency. Agree who can change a priority and how that change is recorded.
Where does ownership end?
A problem may cross finance, security, an integration, and an external system. Document who coordinates the investigation when several teams are involved. A handoff should identify the next owner and the evidence already collected.
What counts as resolved?
A closed ticket is not always a validated business outcome. Define who confirms the result and what evidence is retained. Use a representative scenario, not just a technical completion message.
How will recurring issues change?
Ask for a review of repeat issues and their causes. Some need configuration work, some need cleaner data, and some need an operating instruction. Those actions should have owners outside the ticket queue.
What remains with your team?
Request usable resolution notes, a responsibility map, and a way to access the knowledge created during the engagement. Plan for continuity if either party changes personnel.