For those of you out there with web services team (e.g. You do sites for clients) how do you support sites post launch?
At the moment, we don't have ongoing maintenance agreements (we help with little issues) but for the most part. We launch a site and close the project then when a major change is needed we have a new phase that we spec out and make a quote (NOTE we are a charge back shop)
This scenario works for 90% of our clients but at the moment we have a college level client who this is not working out for very well. They have no college level web person and they seem to have edits on a regular basis.
We are looking at making an service level agreement (SLA) for on going maintenance. My two questions
The reason we have never done sustained support is that when we finish a project. We close and move to next and my team is dedicated to that new project. So the issue is we would be pulling people off a current project to support an old one.
Any advice or ideas here would be much appreciated.