Post-Launch Support

How We Support You After Launch

Launching your website or app is the start, not the finish. This page explains exactly what happens after we hand things over: what we cover for free, when paid support kicks in, and how our retainer and hosting packages keep everything running smoothly.

We take our work seriously and build with care, but no software is ever completely bug-free at launch. This is how we handle that honestly.

The Handover Period

Every project includes a 30-day cool-off period following launch, free of charge. During this time, we'll fix any bugs that are directly attributable to our code or development work.

What's covered during the handover period:

• Broken functionality that was working correctly at the point of launch
• Visual or layout issues caused by our code
• Form errors, broken links, or navigation issues introduced during development
• Performance problems related to our implementation
• Errors or inconsistencies in the codebase we delivered

We make every effort to test thoroughly before launch, but we can't guarantee a completely bug-free experience across every device, browser, and environment. What we can guarantee is that we'll respond quickly and fix anything that's our fault.

What Isn't Covered in the Handover Period

The following are not included as part of the free 30-day cover:

• Changes or additions to the original scope of work
• New features, pages, or design changes requested after launch
• Issues caused by third-party services, plugins, or integrations outside our control
• Problems arising from changes made to the site by the client or another party
• Browser or operating system updates released after the launch date
• Hosting, server, or domain-related issues (unless you're on one of our hosting packages)
• Content updates: copy, images, pricing, and similar

After the 30-day period, all work is billed at our standard hourly rate unless you're on a retainer or hosting package with support included.

Bug Fix vs. New Work

This is one of the most common areas of confusion, so we want to be clear about how we define it.

A bug fix is something that was agreed, built, and working: and then stopped working, or was never working as intended. Examples:

• A form that submits but doesn't send an email
• A section that displays incorrectly on mobile but should be responsive
• A page that throws an error when it previously loaded fine

New work is anything that wasn't part of the original agreed scope, even if it seems small. Examples:

• Adding a new page or section
• Changing the design, layout, or colour scheme
• Integrating a new tool or service
• Adjusting copy, imagery, or content
• "Can we just make it do X instead?": if X wasn't in the brief, it's new work

If there's ever any doubt, we'll flag it before doing anything and let you know whether it's covered or needs a quote.

Hosting & Ongoing Support Packages

If you'd like continued support beyond the handover period, we offer hosting and maintenance packages tailored to the type of project we've built for you. These cover hosting, security updates, backups, and varying levels of ongoing support.

Packages differ depending on whether your project is a standard website, a WordPress site, or a custom app: each has different infrastructure and maintenance needs.

View all available packages on our pricing page.

How the Retainer Works

A retainer gives you a set number of hours each month at a discounted rate, reserved exclusively for you. It's ideal if you have regular updates, ongoing development needs, or want us on hand without the friction of raising a new quote each time.

• Hours are agreed monthly and do not roll over unless otherwise arranged
• Retainer work is prioritised over ad-hoc requests
• Minimum retainer term is 3 months
• 30 days' written notice required to cancel
• Scope of work covered by the retainer is agreed at the start of each month

If you consistently need more hours than your retainer covers, we'll let you know and adjust accordingly: we'd rather be upfront about capacity than overpromise.

Response Times

Response times depend on whether you're in the handover period or on an ongoing package.

• During the 30-day handover period: we aim to respond to bug reports within 1 business day and resolve confirmed bugs within 3–5 business days depending on complexity.
• Hosting & support packages: response and resolution times are defined in your specific package. See the pricing page for details.
• Ad-hoc / hourly work: we'll respond within 2 business days and schedule work based on current availability.

We don't offer 24/7 emergency support. Our working hours are Monday to Friday, 9am–5:30pm. Anything submitted outside these hours will be picked up the next working day.

Contact

For support requests, bug reports, or questions about your package, get in touch at hello@elevatenorth.studio or through your usual point of contact.

Please include as much detail as possible when reporting a bug: the page it appears on, what you expected to happen, and what actually happened. Screenshots or screen recordings are always helpful.