some after launch questions

[Houman Kargaran]

Hi guys,
When you guys release an app for a client. Do you maintain it too? Like responding to the feedbacks about the app functionality, or if there is a bug getting back to client to fix it?
Also will you guys charge the client on the Monthly bases for taking care of their app? Like updating it, offering new stuff and stuff like that.

Cheers

Houman Ka 

--
Ballarat -  VIC  3350
Australia
Mobile: 0418 659 160

[Tony Arnold]

Hi Houman,

On 06/02/2012, at 11:18 AM, Houman Kargaran wrote:

> When you guys release an app for a client. Do you maintain it too? Like responding to the feedbacks about the app functionality, or if there is a bug getting back to client to fix it?
>
> Also will you guys charge the client on the Monthly bases for taking care of their app? Like updating it, offering new stuff and stuff like that.

It depends on the client — but usually not for general support such as responding to feedback from users. I'm a developer, not a support service — your business might differ.

For my clients, if there are bugs discovered in the app after release that need further development activity these are scoped and scheduled as separate paid projects (i.e. version 1.0 → version 2.0).

What you should usually do is have the client "sign off" the app when it's released, saying that they are happy with the quality of the build and that their own testing has revealed no issues. This doesn't absolve you of responsibility if you've made a major mistake, but it does make it clear to the client that future enhancements and fixes aren't going to be free.

It really depends on the model you choose to follow. I've not had any clients want to pay a monthly retainer for work on an individual app, but that sounds logical and fair assuming you're happy with the arrangement.

all the best,

Tony

----------
Tony Arnold
http://thecocoabots.com/

[pixelchild]

I work at a large-ish company (50+) employees

We currently offer 30days guarantee on bugs post launch. Any bugs
discovered after those 30days must be paid for. Note the guarantee is
for bugs only, new features are scoped and quoted.

We also offer maintenance retainers for our clients (Usually 3 or 6
months). They pay an upfront fee that gives them x amount of hours to
be used on maintaining the software. We send reports for all the work
done, and the client usually chooses where they would like to spend
the hours.

I highly recommend you let the client handle all the end user feedback
as it IS their app and will free your time. They can contact you if
any work needs to be done.

Byron

[Jacob Rhoden]

Think about it from the client's perspective, ie if you were the client what would you think is reasonable and not reasonable?

1) You must have a document describing at least at high level, maybe at a more detailed level, what is to be done, the client should sign off that you have completed the job as per the document.

2) If you have left a bug in there, that is a real bug, (ie something any reasonable person would perceive as broken), ethically you should fix it. If you ask a builder to build you a house, and they don't install one of the doors or the kitchen sink properly, they will fix it without charging. It is good business to fix it.

The catch here is some clients once they work this out, will try to claim everything is a "bug" so they can get it fixed for free. This is where the signed off document comes in handy, it prooves what you said you would and wouldn't do.

One more thing to be aware of, it is an unlikely scenario, but what do you think people do when they pay someone to do a job and the job is done properly? I know if it were me, If I am paying good money for you to build my house, or my app, or whatever, and you do a bodgy job, (ie something that a judge can see is broken), and you decline to complete the job properly, at a minimum I would be talking to my lawyer.

These are all great and excellent questions to talk about and think through, I wish you well in your ventures!

Best regards,
Jacob

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