Why should you insist on a technical support period with your new website project?

Technical support for your new website: A must-have investment for the success of your digital business

As an expert with many years of experience in website design and development, and after working with hundreds of clients of different sizes and industries, I've noticed a recurring pattern: The excitement of launching a new website, sometimes followed by a sense of anxiety or disorientation when technical challenges begin to arise.

One of the most common mistakes new software entrepreneurs make is not requesting or agreeing to a sufficient period of technical support after the project is delivered. In my experience, I always see how issues start to surface - hidden bugs - a week or a month after the site goes live. When there is no clear, upfront agreement on technical support, the client is left with two difficult choices: Either pay significant extra money to fix what could have been covered by support, or, worse, face the risk of having the entire project stall or fail after it has just started.

So, today I'm going to share with you from my experience why the "Technical Support" In holding your new website design isn't just an add-on, it's a An absolute necessity and a real investment in the sustainability and success of your business.

1. Your site is not "static": Why are technical challenges normal after launch?

Some people may think that the appearance of some technical issues or bugs in the website a month or more after delivery means poor programming quality or incompetence of the programmer. But from my experience, I can assure you that this belief is completely wrong and is a normal and expected phenomenon in the world of software.

In fact, statistics show that more than 60% of new software projects have some minor challenges or bugs after a period of actual operation. This is not necessarily due to a lack of skill on the part of the programmer, but rather to the complex and ever-changing nature of the web environment.

To illustrate, look around at the apps you use every day on your phone: Whether you use Google Play or Apple's App Store, you'll notice that globally popular apps like Facebook, Instagram, WhatsApp, and Twitter (X) release updates on a regular basis. One of the main reasons for these updates is often to "fix bugs" or "fix performance issues". If these giants, with thousands of programmers, are still experiencing bugs and need constant updates, it's only natural that your new project will go through some similar stages.

Your website, just like those giant apps, is a living system that interacts with multiple external factors:

Constant Developments in the Web World

• Technology is developing: The platforms on which your site is built (WordPress, Laravel, etc.) and the plugins or libraries used receive constant updates. These updates are necessary to close security holes or add new functionality. Not keeping up with these updates leaves your site vulnerable to risks or incompatibility.
• Browsers are changing: What works well on Chrome today may not work as well after a new browser update. Your site should remain compatible with the latest versions of different browsers (Chrome, Firefox, Safari, Edge) to provide the best experience for your visitors.
• Security risks and cyberattacks: Unfortunately, the online world is full of threats. Websites are a constant target for hackers. Having technical support means that someone is monitoring and responding quickly to any hacking attempts or security vulnerabilities.
• Interaction with external services (payment and shipping gateways): Your site may integrate with third-party payment gateways, shipping systems, or marketing tools. Any changes to these services by the third-party service provider, or issues with the initial connection, may affect the performance of your site and its basic functions such as completing purchases or tracking shipments.
• Increased traffic (traffik): Sometimes, a site may work perfectly during the testing and limited operation phase. But as the number of visitors and interaction with the site grows exponentially, performance issues or crashes that weren't previously apparent may arise. Technical support ensures that the site's performance is monitored under stress and any bottlenecks or issues are resolved as the visitor base grows.
• Problems with localization and adding languages: If your site supports multiple languages, there may be challenges with compatibility or correct display of translated content after launch, especially with new updates or the addition of multilingual content. Technical support ensures a smooth experience for multilingual users.

For these reasons, don't view the appearance of issues as a flaw in the project or the programmer, but rather as a normal part of the life cycle of any program that needs ongoing maintenance and support.

2. What should you expect from the support period?

When you insist on a technical support clause, make sure you understand what it covers. Good technical support usually includes the following:

• Periodic updates: Apply the latest CMS updates and plugins to ensure security and compatibility.
• Troubleshooting: Address any technical or software issues that may arise unexpectedly.
• Regular Backup: Protect your site's data by creating regular backups to ensure it can be restored in the event of a major issue.
• Performance monitoring: Make sure your site is running smoothly and quickly, and detect any slowdowns or performance issues.
• Consultation and guidance: Provide instructions on how to use the dashboard, or simple content management tips.

Additional advice: Always make sure your contract clearly spells out the scope of technical support included, and what is excluded (such as developing entirely new features, or adding massive content).

3. Why is a period of "free" technical support in the beginning an investment and not a luxury?

Having realized that post-launch technical issues are a normal part of the life cycle of any software project, it becomes clear that adding a clause in the project contract that commits the programmer or company to a free technical support period is indispensable.

You should insist on a minimum of 3 months, and preferably a full year. Why? Because this period is A real investment in the safety and success of your businessnot just a luxury or an added cost. Here are the reasons:

• Discovering Hidden Problems: Some issues only arise after the site has been in active use by visitors for some time. The free support period ensures that these issues can be detected and resolved without incurring additional costs.
• Qualification and training: This period gives you and your team an excellent opportunity to get used to running the site, with experts by your side to answer your questions and guide you.
• Quality Delivery Guarantee: A company that is confident in the quality of its work is not afraid to offer a guarantee. A free support period is proof that the company responsible for the design guarantees the quality of their product after delivery.
• Unexpected budget savings: Imagine your site stops working a week after delivery due to an issue you didn't anticipate. Without free tech support, you'd be forced to pay for a surprise repair.
• Peace of mind: Knowing that there is a professional team behind your site ready to help at any time, gives you focus on your core business.

4. What is the appropriate length of initial technical support?

We recommend that the amount of free technical support you get in your contract is at least 3 months. This is enough time to detect most of the initial issues, train you, and ensure the stability of the site. The longer it takes, the more peace of mind you will have as a business owner.

Conclusion

Designing your website is the first step towards an effective digital presence. However, to ensure the longevity and success of that presence, never underestimate the importance of technical support. It's not just another service, it's Invest in your site's security, your business continuity, and your peace of mind.

At Iketch, because we are 100% confident in the quality of our work and the projects we deliver, we offer One year of free technical support with any new project. We believe that our partnership doesn't end with delivery, it starts here, to ensure the long-term success of your digital project and your complete peace of mind.