When is a website project done? Well, only when it’s offline. Websites are software, they live and breathe with the content and changes made to it. And even if nothing on the website itself changes, external circumstances (like publicized security vulnerabilities, server updates or new devices or browser versions) may require changes. That’s why we offer ongoing support plans to all our clients.
As soon as a new website goes online and a support contract is signed, we create a dedicated support board in monday.com and add recurring maintenance tasks. So even if there are no critical updates necessary, we’ll be reminded to check back from time to time if there are any minor updates to the WordPress Core or plugins. This helps to prevent bigger issues with major upgrades.
Some of our support plans include budgets for optimizations and further development. For those, we invite contact persons from our clients as guests to the monday.com support boards, so they can add ticket requests themselves. Before starting to work on those, the task, its specification, timing and available budget needs to be clarified with the Client Manager of the respecting project. Whenever questions or concerns arise, they should be clarified with our clients directly on monday.com via the ticket updates.
If an update or requested change is critical, it has to be done as soon as possible. Non critical tasks should be planned in within reasonable time. Set expectations by communicating next steps, estimates and due dates until the end of the second day since a support request has been reported.