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Post-Launch Support: What Agencies Need to Know
Filippo Tinnirello
"The site is live!" shouldn't mean "Goodbye." But it also doesn't mean "Unlimited free edits forever." Here is how I structure healthy support agreements.
Bug Fix vs. Feature Request
It's vital to define the difference explicitly in contracts.
- Bug (Included): "This menu is broken on iPhone."
- Feature (Billable): "Can we add a new section to the About page?"
I provide a warranty period (usually 14-30 days) where all bugs are fixed free of charge. After that, we move to a maintenance retainer or hourly billing.
The "Maintenance Mode"
I offer annual maintenance packages (typically 25-30 hours/year) covering core updates, security patches, and minor tweaks. This ensures the site stays healthy without you needing a full-time dev on staff.
Looking for Long-Term Reliability?
I don't build and run. I offer structured support plans so your agency can sell peace of mind to your clients.