Website development
What should be included in a website maintenance plan?
Maintenance is more than fixing bugs. Here is a concrete breakdown of what a fair maintenance arrangement should state.
Define what counts as a defect
The plan should define what qualifies as a defect (behaviour differing from the agreed scope) versus a new request. This single definition prevents most maintenance disputes.
Updates and compatibility
State whether dependency, framework, and security updates are included, and how compatibility is assessed before applying them.
Monitoring and backups
Specify which systems are monitored, at what level, during which hours, and whether backups exist, their frequency, retention, and how recovery works.
Support channel and hours
Name the contact channel, operating hours, and target response times. A response target is not the same as a guaranteed resolution time.
Hosting responsibilities
Clarify who pays the hosting provider, who controls the account, and what happens to the site if hosting ends or the plan is cancelled.