Commercial Director at Fathom Business Solutions Limited
04 September 2008 17:34pm
After you've built a web site, how do you handle bugs the client reports after say 1 month, 3 months, 6 months or a year? Do you offer a limited warranty period or do you just fix bugs indefinitely? If you offer a warranty what do you do when that expires? Charge the client, or maybe offer them an extended warranty or maintenance agreement?
E-Business Consultant at Dan Barker
04 September 2008 18:16pm
when I used to code sites I charged:
After that, I charged by the hour for bug fixing.
How about you?
MD at Mr Zen Ltd
05 September 2008 08:47am
Or you could take a standard software approach which offers support at around 20% of the original cost as an annual fee. I would expect that to include:
You need to be careful to separate bugs / security from developments
The tough thing is persuading the client that a bug fix is actually a development request.. Good luck with that..
Web Development for the Travel Industry
Business Manager at W3Quest InfoTech Ltd
05 September 2008 17:46pm
We ususally give a fixed time period waranty depending on the size of the website/application it varies to 1 month to maximumof 90days. In addition to that till date all oyur clients have entered into support agreement renewed on yearly basis which covers unlimited bug fixing. However as mentioned its important not to confuse it with new development requests... which should be charged accpordingly.
CEO/Owner at Lightbox
08 September 2008 16:38pm
This is an area which we are struggling with as well although it is more in relation to the support side of things.
We haev a number of clients who ring on a daily basis looking for site updates and fixes but expect them to be done within 24 hours. However we are often busy with other projects and the clients seem to be unwilling to sign a support agreement - which would involve a monthly fee...
How do I make support contracts more palatable for clients? I was thinking of offering a reduced hourly rate for customers who pay us a monthly fee. Those that didnt want to pay the monthly fee would pay a premium hourly rate (25%/30% more) if they wanted support work carried out.
Would be interested to know people's thoughts on this one and if anyone has a good example of how to deal with these types of contracts I am all ears!
08 September 2008 18:02pm
hi, Tom, how about building extra time into SLAs for customers who don't want to sign up to your monthly contract?
eg, for requests that take under 3 hours of labour you could say:
It wouldn't need to affect your project rates, as this would just be for the smaller "need this today" projects you're talking about.
08 September 2008 18:25pm
Sounds like a good idea. What are the general thoughts for what customers would/should pay for a "support" contract?
We typically base any support contract on a fixed number of hours per month. However the key really is to incentivise clients that they need to sign up for this contract rather than just ringing up and making ad hoc requests.
My gut feeling tells me that if you could get a client to pay a nominal fee on a monthly basis in order to avail of lower rates and faster turnarounds for maintenance work that this would be a resonable model. I am interested to hear other people's experience in this regard.
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