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1. Define what must keep operating
Before issuing a request for information or proposal, identify the mission outcomes the provider must help preserve. Security controls are means; continuity of an essential service is the result you are buying.
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List essential services and supporting assets
Inventory the services your organization delivers and map the systems, facilities, networks, data and suppliers that enable each one. Include corporate IT, cloud services, remote-access infrastructure and identity systems as well as industrial control systems, building-management systems, safety systems, telecommunications, field devices and engineering workstations where applicable. Record owners, locations, external connections and technical dependencies.
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For each service, document what happens if it is unavailable, corrupted or operated unsafely. Distinguish a confidentiality incident from a loss of integrity or availability: a stolen report and an unsafe process change require different controls and response authority.
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Set impact and downtime tolerances
Write the maximum tolerable outage, acceptable data loss, recovery order and safety constraints for each critical capability. State whether maintenance, containment or restoration may interrupt production, water treatment, transport, healthcare, energy delivery or another essential operation. Note dependencies that may fail together, such as a shared identity platform, communications link, power source or cloud control plane.
These values let you test whether a proposed monitoring and response service is meaningful. “24/7 coverage” is not a requirement until you specify what is monitored, the acknowledgement target, escalation deadline, on-call availability and the circumstances in which a provider may take hands-on action.
Define the work you are outsourcing
Separate an assessment, security monitoring, managed detection and response, incident response retainer, recovery assistance, OT engineering support and a fully managed bundle. State what remains in-house. A provider may monitor alerts without being authorized to isolate a controller, change a firewall rule, restore a server or communicate with a regulator.
2. Build one requirements baseline with the people who operate the service
Requirements should be jointly owned rather than written by procurement or security alone. Include, as appropriate:
- Security and privacy teams that understand threats, logging, identity and evidence.
- OT engineers, control-room staff and safety specialists who understand process hazards, vendor restrictions and approved maintenance windows.
- Operations and business-continuity leaders who set service priorities and downtime tolerances.
- Procurement, legal, risk and compliance staff who can make obligations enforceable and check jurisdictional duties.
- Leadership with authority to accept residual risk, fund resilience and approve emergency decisions.
For every requirement, label the provider-owned, customer-owned and shared tasks. Record coverage hours, escalation contacts, reporting cadence, evidence retention, maintenance windows, change-approval rules, language and geography requirements, and any systems that may not be touched remotely.
Make responsibilities testable
Replace vague statements such as “respond promptly” with a sequence: the provider detects an event in a named data source, acknowledges it within an agreed interval, reaches a named customer contact, supplies specified facts, and escalates if no one answers. Define which clock applies to a suspected safety or availability event, a confirmed compromise and a provider-side outage.
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For OT, specify who may recommend, approve and execute containment. A provider should not assume that an automated isolation action acceptable in an office network is safe on a live process. Require coordination with the control-room lead, safety authority and affected equipment vendor where those roles exist.
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Enterprise experience can demonstrate useful capabilities, but it does not prove that a provider can work around deterministic communications, fragile legacy equipment, safety instrumented systems, vendor warranties or strict availability requirements. Evaluate the environments it has actually supported.
Ask for comparable references
Request references from organizations with similar critical services, regulatory context, geographic footprint and OT architecture. Ask what the provider was permitted to do, what it could not do, how maintenance was coordinated, and how an incident exercise changed the service. Obtain permission to speak with references rather than accepting logos or an industry list as proof.
Verify personnel and methods
Ask which staff perform the actual work, where they are located, how shifts are covered, and what qualifications match your technologies and process hazards. Request an explanation of how analysts distinguish a malicious change from an approved engineering action, how they test detection content without disrupting operations, and how they handle systems for which active scanning or automated patching is prohibited.
Check operational boundaries
Have the provider describe how its service coexists with your asset-owner control, safety management, change boards, vendor support contracts, emergency procedures and availability commitments. Treat broad claims such as “OT-ready” or “zero-trust” as unverified until supported by architecture diagrams, procedures, references and contract language.
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4. Map and control every provider access path
Outsourcing creates a third-party dependency and may enlarge the attack surface because the provider can hold privileged credentials, telemetry or remote-control capability. CISA’s Risk Considerations for Managed Service Provider Customers and its 2022 advisory on protecting managed service providers and customers both support evaluating the provider’s own security and supply chain as part of your risk process.
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Build an access and data-flow inventory
For each connection, record the account, privilege, system, purpose, originating location, tool, protocol, data type, subcontractor and approval owner. Include jump hosts, remote-support software, APIs, ticketing integrations, log collectors, backup consoles, cloud tenants and physical facilities. Draw the route from an asset to the provider and back; an apparently read-only integration may still expose credentials or sensitive topology.
Require least privilege and accountability
- Use named accounts, phishing-resistant multifactor authentication where feasible, time-limited elevation and approval for emergency access.
- Prohibit shared administrator credentials; protect secrets in a managed vault and rotate them after personnel or contract changes.
- Log commands, sessions, configuration changes and data exports. Make logs available to the customer for the agreed retention period.
- Review privileges on a defined schedule and immediately after role changes, incidents or termination.
- Make every remote path revocable by the customer and test revocation before production onboarding.
- Separate customer environments technically and administratively; ask how the provider prevents one tenant’s compromise from reaching another.
Assess the provider if it is compromised
Ask how the provider detects compromise of its management plane, endpoints, identity service or subcontractor; which customer contacts are notified; what evidence is preserved; and how access is suspended without losing your ability to operate. Require a plan for operating with the provider disconnected, including local credentials, configuration copies, contact lists and alternate support.
5. Compare detection, notification, response and recovery evidence
Do not compare marketing descriptions. Give every candidate the same scenario and request evidence that can be shared without exposing another customer’s sensitive information.
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Request a sample alert-to-notification timeline identifying data sources, analyst actions, severity criteria, customer contacts, failed-contact escalation and the information delivered at each stage. Clarify whether monitoring is performed by people, automation or both; what is excluded; and how coverage changes on holidays, during maintenance or when an integration fails.
Decision rights during containment
Use a responsibility matrix that names who detects, validates, recommends, approves, executes, communicates and records each action. For an OT-connected system, identify the authority who can isolate a segment, stop a process, change a controller, disable remote access or restore a configuration. Require explicit customer approval unless a narrowly defined emergency exception applies.
Recovery and continuity
Ask for backup architecture, restoration procedures, integrity checks, recovery sequencing and evidence from exercises. Confirm who owns offline or immutable copies, who supplies clean credentials, and who validates that restored systems are safe before returning to service. Include business-continuity arrangements if the provider’s own platform, staff or facilities are unavailable.
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The customer should retain enough information and access to continue essential operations if the provider is unreachable or the relationship ends. That may include current network and asset diagrams, detection rules, configuration baselines, playbooks, incident records, backup catalogs, key contacts and exportable logs.
Exercise the relationship
Ask for a recent exercise summary with sensitive details removed, then run your own tabletop or technical exercise. Include a provider-side compromise, an OT safety concern, loss of communications and a scenario in which the provider itself is unavailable. Track corrective actions, owners and due dates rather than treating attendance as assurance.
6. Use a common comparison scorecard
Score evidence quality and residual risk, not just yes/no questionnaire answers. Weight the categories according to your impact analysis, and document why a gap is accepted, mitigated or disqualifying.
| Comparison axis | Evidence to request | Decision test |
|---|---|---|
| Sector and OT fit | Comparable references, supported technologies, staffing model, OT-safe procedures and exercise results | Can the provider operate within safety, availability and vendor constraints? |
| Scope and responsibilities | Service description, exclusions, responsibility matrix, coverage schedule and assumptions | Can an operator tell who acts, when and with whose approval? |
| Access and provider security | Architecture, privilege controls, session logging, tenant separation, incident plan and revocation test | Can access be limited, observed and removed without losing control? |
| Detection and response | Data-source list, alert workflow, notification timeline, escalation tree and sample reports | Will the right person receive useful information within the required window? |
| Recovery and resilience | Backup and restoration procedures, continuity plan, recovery exercise and customer-held artifacts | Can essential operations recover if either party is disrupted? |
| Supply chain and subcontractors | Subcontractor register, approval process, supplier assessments and material-change notices | Can you see and control dependencies beyond the contracting entity? |
| Data and evidence | Collection map, storage and routing locations, retention, access, export and deletion procedures | Can you meet legal, investigative and operational needs? |
| Continuity, exit and cost | Transition plan, termination assistance, portability terms, price assumptions and change rules | Can you leave or scale the service without a dangerous gap? |
A polished questionnaire response or certification is one input, not proof that the provider is suitable for your particular infrastructure. Validate important claims with references, demonstrations, contract commitments and exercises.
Independent reader supportYour contribution helps us test, update, and keep practical guides available for everyone.7. Questions to ask in provider interviews
Use the same questions with every finalist and record the answer, evidence supplied and unresolved assumption.
- Which critical-infrastructure and OT environments similar to ours do you support, and may we speak with references?
- Which systems, accounts, facilities and data will you access? Which tools and subcontractors are involved?
- How are privileged accounts approved, limited, monitored, reviewed and revoked? How are customer environments separated?
- Exactly what is monitored, during which hours, and what happens from alert through customer notification and hands-on response?
- Who may contain, isolate or change a system that could affect safety or operations, and what approval is required?
- How will you communicate during an incident, preserve evidence, support recovery and deliver a post-incident report?
- How do you test your service resilience and recover your own service if your company or a key supplier is disrupted?
- How do you assess suppliers, and how will you notify us about material supplier changes or incidents affecting them?
- What data do you collect, where is it stored and routed, who can access it, and how is it returned or deleted at exit?
- What evidence can you provide for vulnerability handling, patching, workforce controls and security testing?
- Which tasks are yours, ours or shared? Which assumptions or exclusions could create a coverage gap?
8. Put measurable obligations in the contract
Have legal counsel align the agreement with applicable sector rules, regulator expectations, privacy duties, records requirements and cross-border restrictions. There is no single universal contract language for every critical-infrastructure operator, but the following subjects should be explicit.
Scope, service levels and exclusions
- Name covered assets, locations, data sources, support hours, maintenance windows and service dependencies.
- Define acknowledgement, escalation, notification and hands-on response targets for each severity.
- List exclusions, unsupported technologies, customer prerequisites and the process for approving scope changes.
Incident cooperation and evidence
- Set notification deadlines for suspected incidents, confirmed compromise, provider outages and supplier incidents.
- Specify contacts, escalation paths, authority to contain or change systems, communications approval and regulatory cooperation.
- Require preservation and delivery of logs, images, tickets, timelines and other evidence in usable formats.
- Require a post-incident report covering cause, actions, impact, recovery and corrective measures.
Access, vulnerability and data controls
- Require least privilege, multifactor authentication, session logging, periodic access review and immediate revocation.
- Assign vulnerability discovery, risk acceptance, patch testing, deployment and exception tracking; define OT maintenance and rollback rules.
- State where data may be collected, stored and routed, permitted uses, retention, encryption, subprocessors and customer audit or evidence rights.
Continuity, transition and termination
- Require the provider to test its own continuity and to support operation during a provider-side outage.
- Define customer-held copies, restoration assistance, transition support, notice periods and pricing for exit work.
- At termination, require secure return or deletion of data, credentials, keys, configurations and backups, with evidence of deletion where appropriate.
- Require named-subcontractor approval or notice and advance notice of material ownership, location, service or control changes.
9. Pilot before committing to full deployment
Where practical, phase the service. Start with a limited, representative set of assets and validate integrations, alert quality, remote-access controls, reporting, maintenance impact and the ability to revoke access. Do not use a pilot to bypass safety review or change control.
Run a tabletop and, where safe, a technical exercise with the provider. Test an ordinary alert, a suspected ransomware event, an OT anomaly, a lost communications path, compromise of the provider’s management environment and a loss-of-provider scenario. Measure notification times, decision handoffs, evidence quality, restoration steps and unresolved assumptions. Correct the gaps before expanding coverage.
10. Reassess when conditions change
Provider capability, staffing, service availability, geography, legal duties and affiliate relationships can change. Reassess after a material architecture or ownership change, a new subcontractor, a major incident, a failed exercise, a change in service scope or a change to the provider’s access model. Keep the requirements baseline, asset map, responsibility matrix, evidence register and risk acceptance record current.
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CISA’s Principles of OT Cybersecurity for Critical Infrastructure Organizations, announced October 1, 2024, is intended to help organizations recognize how business decisions can adversely affect OT cybersecurity and the specific risks those decisions create. Apply those principles to your own process and safety context; they do not certify a provider.
CISA’s Connected Communities Procurement and Implementation Guidance: Questions to Ask Vendors (November 2023 path) offers useful vendor prompts, but it was written for state, local, tribal and territorial connected-community technology use cases rather than as a complete procurement standard for every infrastructure sector. Its questions should be adapted to your assets and jurisdiction.
The Cybersecurity Performance Goals FAQ describes goals that are deliberately cross-sector and adaptable. Confirm sector-specific obligations and regulator expectations separately. CISA’s #StopRansomware Guide can inform preparedness and recovery discussions, but it does not select a provider for you.
“As this joint advisory makes clear, malicious cyber actors continue to target managed service providers, which can significantly increase downstream risk to the businesses and organizations they support – why it’s critical that MSPs and their customers take action to protect their networks.” — CISA Director Jen Easterly, May 11, 2022
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The practical implication is straightforward: treat the provider as part of your critical dependency and threat model. Select only after its operational fit, access, response, recovery, supply chain and exit arrangements are evidenced and exercised.
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