Post-Delivery Support
Ongoing support and maintenance after project completion to ensure client success and build long-term relationships.
Overview
Post-delivery support ensures clients receive assistance after project handover, maintaining satisfaction and creating opportunities for ongoing partnership.
Purpose:
- Ensure smooth operation
- Address issues quickly
- Build client confidence
- Maintain relationships
- Generate recurring revenue
Support Tiers
Warranty Support (Included)
Duration: 30-90 days
Coverage:
- Bug fixes
- Technical issues
- Functionality problems
- Documentation updates
Not Covered:
- New features
- Content updates
- Training
- Third-party issues
Basic Support (Optional)
Cost: ₹15,000/month
Includes:
- Email support (48-hour response)
- Bug fixes
- Security updates
- Monthly backups
- Basic troubleshooting
Standard Support (Optional)
Cost: ₹30,000/month
Includes:
- Everything in Basic
- Priority email (24-hour response)
- Phone support
- Content updates (4 hours/month)
- Performance monitoring
- Quarterly reviews
Premium Support (Optional)
Cost: ₹60,000/month
Includes:
- Everything in Standard
- 24/7 emergency support
- Dedicated support manager
- Content updates (8 hours/month)
- Proactive monitoring
- Monthly optimization
- Feature enhancements
Support Channels
Email Support
For: Non-urgent issues
Response Time: 24-48 hours
Email: support@arukz.com
Phone Support
For: Urgent issues
Hours: Mon-Fri, 9am-6pm IST
Phone: [Number]
Emergency Support
For: Critical issues
Available: 24/7 (Premium only)
Phone: [Emergency Number]
Support Portal
For: Ticket tracking
URL: [Portal URL]
Features:
- Submit tickets
- Track status
- View history
- Knowledge base
Priority Levels
🔴 Critical
Definition: Site down, major functionality broken
Response Time: 1 hour
Resolution Time: 4 hours
Examples:
- Website completely down
- Payment system not working
- Data loss
- Security breach
🟠 High
Definition: Important feature broken
Response Time: 4 hours
Resolution Time: 24 hours
Examples:
- Contact form not working
- Major page broken
- Login issues
- Search not functioning
🟡 Medium
Definition: Minor functionality issue
Response Time: 24 hours
Resolution Time: 3 days
Examples:
- Broken link
- Image not displaying
- Formatting issue
- Minor bug
🟢 Low
Definition: Cosmetic or minor issue
Response Time: 48 hours
Resolution Time: 1 week
Examples:
- Typo
- Color adjustment
- Minor layout issue
- Enhancement request
Maintenance Tasks
Monthly
- Security updates
- Plugin/software updates
- Backup verification
- Performance check
- Uptime review
- Security scan
Quarterly
- Comprehensive audit
- Performance optimization
- SEO review
- Content review
- Analytics review
- Strategy session
Annually
- Major updates
- Platform upgrades
- Design refresh review
- Feature additions
- Contract renewal
- Strategic planning
Best Practices
Do's ✅
- ✅ Respond quickly - Acknowledge immediately
- ✅ Communicate clearly - Keep client informed
- ✅ Document everything - Track all issues
- ✅ Be proactive - Monitor before issues arise
- ✅ Follow up - Ensure satisfaction
- ✅ Build relationships - Long-term partnership
Don'ts ❌
- ❌ Ignore requests - Respond to all
- ❌ Over-promise - Be realistic
- ❌ Blame client - Be helpful
- ❌ Skip documentation - Record everything
- ❌ Forget follow-up - Close the loop
Last Updated: January 2026
Version: 2.0
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