What does support look like after go-live?
Bugs, small improvements, and new development are different tracks; packages are defined per engagement.
Launch is not the end of learning. Real users surface issues—some are defects, some are improvements, some are brand-new requests. Dumping all of them into “unlimited free support” creates expectation debt.
Support boundaries (channels, reasonable response framing, what counts as maintenance vs new work) are written at close-out or in a maintenance offer. We do not publish one SLA that applies to every customer; criticality and agreement type shape the frame.
If your team will own the system, access and a light handover matter. If a partner continues, monthly care or packed hours are options—not a mandatory single product.
Post-launch order comes from a support model explained and written in advance for your case.
