Why do I need a support contract?

Let’s look at 2 scenarios: With and Without a support contract.

First, with:

• The client gets support and maintenance when they need it, within defined timescales
• The client doesn’t need to worry when or whether something will be done
• The web agency can plan and manage work sent by it’s clients realistically
• Both parties operate transparently
• Satisfaction is improved; Results are better

And without:

• The client’s support request is “just another project” in the agency’s pipeline
• The web agency may not be able to schedule the work for some time
• The client is unhappy that the agency is “not looking after them”
• The agency doesn’t want to jeopardise current design & development work, but can be put in an awkward position to keep the current client happy
• Ultimately, one or more clients will receive poorer performance and delivery
• The perception of the agency is reduced, clients are unhappy

One misconception with support contracts is that they tie you in to annual (or longer) contracts, are difficult to “get out of”, and are sometimes seen to be an unnecessary expense, so clients like to avoid them. However, in reality (given the benefits) a support contract can be a rolling, open contract that provides the assurance to the client that the agency will deliver the relevant support. The contract can be as simple as a “commitment to deliver” so that both parties interests are protected.