Agree what «support» means before you need it.
What post-delivery software support should cover: bug fixes, changes, releases, ticket priority, and when a request counts as new development.
Most disputes after delivery come down to one question: is this a bug to fix or a new feature? A clear support agreement answers it upfront.
- Bug fixes
- Change requests
- Releases
- Ticket priority
What the agreement defines
- A bug: the system does not work as in the acceptance scenarios.
- A change: new work outside the scope.
- Ticket priority levels and how they are raised and tracked.
- Release timing and testing before deployment.
Some of our clients
- iHouse — Brand, website and connected product development.
- MAQR — A platform for workspace discovery and booking.
- Dareebty — A digital product for electronic invoicing workflows.
- Aviation Sporting Club — Development and maintenance of the club's systems.
- Roaya Aluminum — Business, inventory and manufacturing systems.
- Sycamore Furniture — Manufacturing management at the core of the system.
- Bin Noah Furniture — One ERP system for the furniture business.
- BANKA Furniture — From the website to business systems and infrastructure.
Frequently asked questions
When is a request a new feature?
When it asks for behaviour outside the agreed scope or acceptance scenarios; it is then estimated and agreed separately.
What do you need to scope the work?
How you work today, the systems and files you use, who will use the system and the main daily problems. Send them in the brief and we start there.
- Do not sign off before testing with your own work.
- Your system: code, data and accounts.
- Two quotes at different prices may not be for the same thing.
- Start your project brief
- Web Weavers — Websites & digital experiences
- Support Squad — IT solutions
- Swift Dev — Software & custom solutions
- ECCO Connect — Contact centers & customer service
- Creative Sparks — Marketing, identity & content
- Power Pros — Electrical & smart space solutions
- Back Office — ECCO Connect