Launch is the beginning of operation, not the end of responsibility. Customers need to know who handles defects, routine updates and new feature requests.
The decision to make
Separate warranty-style defect handling, ongoing maintenance and additional development in the agreement. Avoid implying unlimited support.
Practical checklist
- State support hours and contact routes.
- Define severity and escalation expectations.
- Record hosting and third-party ownership.
An illustrative example
A broken existing feature and a request for a new report are different kinds of work. Clear classification prevents unnecessary disputes.
Your next step
Provide an operating handover and a written support scope before the project closes.
AI-assisted planning guide published by Prime Pixels. Examples are illustrative, not customer case studies. Project scope and applicable requirements must be checked for your circumstances.