What Support Should Cover After Launch

“We will support it” is not a plan. After go-live, someone has to notice a failed payment, a full disk, or a form that stopped emailing. That someone should be named, with a way to reach them that is not a personal phone number.

Separate fixes from new work

A broken checkout is support. A new report for the finance team is a change. Mixing them in one unlimited bucket makes both slow. A clear retainer covers monitoring, security updates, and defects. New features get estimated. Teams stay calmer when that line is written down.

• What counts as urgent, and the response window for it
• Who can approve a production change
• How often dependencies and backups are checked