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How to you handle client bug requests?

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Subject:  How to you handle client bug requests?
Author:   MrZen:   view profile | all posts by this author | add to favourites
Date:   08:47:34 5 September 2008
 

Hi Malcolm,

Or you could take a standard software approach which offers support at around 20% of the original cost as an annual fee. I would expect that to include:

  • Bug fixing (not developments)
  • Software upgrades (security / patches etc let say on a cms system or similar as long as that's not covered by the hosting arrangement)

You need to be careful to separate bugs / security from developments

  • Development would include adding new features, making changes for brand new browsers (thanks Google!)
  • Bugs would include making changes that should have been covered by the original spec - for example fixing browser issues that pre-existed the site launch, but weren't spotted in testing.

The tough thing is persuading the client that a bug fix is actually a development request.. Good luck with that..

Matt

MrZen Ltd

Web Development for the Travel Industry

 
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  • How to you handle client bug requests?, MalcolmW, 4 Sep 17:34
    After you've built a web site, how do you handle bugs the client reports after say 1 month, 3 months, 6 months or a year? Do you offer a limited warranty period or do you just fix ...
    • How to you handle client bug requests?, danielb, 4 Sep 18:16
      hi, Malcolm, when I used to code sites I charged: 1. 30% payment up front 2. 40% on delivery 3. 30% after 1 month, once all client-flagged bugs had been ironed out (not ...
      • How to you handle client bug requests?, TomHayes, 8 Sep 16:38
        This is an area which we are struggling with as well although it is more in relation to the support side of things. We haev a number of clients who ring on a daily basis looking ...
        • How to you handle client bug requests?, danielb, 8 Sep 18:02
          hi, Tom, how about building extra time into SLAs for customers who don't want to sign up to your monthly contract? eg, for requests that take under 3 hours of labour you could s ...
          • How to you handle client bug requests?, TomHayes, 8 Sep 18:25
            Thanks Daniel Sounds like a good idea. What are the general thoughts for what customers would/should pay for a "support" contract? We typically base any support contract o ...
    • How to you handle client bug requests?, MrZen, 5 Sep 08:47
      Hi Malcolm, Or you could take a standard software approach which offers support at around 20% of the original cost as an annual fee. I would expect that to include: - Bug fix ...
      • How to you handle client bug requests?, Pooja_Sharma, 5 Sep 17:46
        Hi We ususally give a fixed time period waranty depending on the size of the website/application it varies to 1 month to maximumof 90days. In addition to that till date all oyur ...
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