Re Users: mention basic expectations of users; things like "you should be at least somewhat familiar to working on a Unix-like commandline or have someone who is to help"
Re service level agreement: Tool Labs is "semi-production" - "semi-production" means that we are aiming for two nines of uptime, hoping to reach or approach three, and that when something fails off-hours only /some/ of the operations team gets rushed to help as opposed to /all/ of it in the case of a production failure.
Re expectation for communication: we'll aim to give 48 hours notice before significant downtime
If this is not good enough, here's the road to production -- "add a Bugzilla ticket" - what product? what component? ask Andre Klapper to wrangle it? Something like https://www.mediawiki.org/wiki/Writing_an_extension_for_deployment ?