After your software goes live, a support plan should cover bug fixes, security and software updates, backups, monitoring, help for your staff, and a set amount of small changes each month, with clear response times written down. Without a plan, every problem becomes a negotiation, usually at the worst moment.
What a good support plan covers
| Item | What to expect |
|---|---|
| Bug fixes | Problems in the delivered software are fixed |
| Security updates | Server, framework and library updates applied regularly |
| Backups | Automatic, tested, with a known restore time |
| Monitoring | Alerts if the software or server goes down |
| User help | A way for staff to ask questions and report issues |
| Small changes | A monthly allowance for small improvements |
| Reports | A monthly summary of what was done |
Response times
The plan should say how fast the team responds, based on how serious the problem is:
| Severity | Example | Typical expectation |
|---|---|---|
| Critical | Software down, no one can work | Same day, often within hours |
| High | A main feature broken | Within one working day |
| Normal | A small error with a workaround | Within a few working days |
| Change request | A new report or field | Planned into the monthly allowance |
The exact times should match how important the software is to your business.
What is usually not included
- Large new features or modules.
- Problems caused by changes made by someone else.
- Third-party fees: servers, SMS, WhatsApp, payment gateways.
- Data entry or staff work.
The free support period
Many projects include a period of free support after launch, often to fix bugs found in early use. Ask how long it lasts, what it covers and what the plan costs after it ends. Plan for the cost before you need it.
Questions to ask before you sign
- What counts as a bug, and what counts as a change?
- What are the response times, in writing?
- How do we report problems: email, WhatsApp, a ticket system?
- Who has access to our server and data?
- How often are backups tested?
- What happens if we end the plan: do we get all code, data and access?
- How are urgent problems outside working hours handled?
Signs your current support isn’t working
- You don’t know who to call when something breaks.
- The same problems keep coming back.
- Updates haven’t been applied for months.
- Nobody can say when the last backup was tested.
How Ameya Artha helps
We support the software we build after launch, with clear response times, regular updates, backups and a monthly summary. See our software services