How to Handle Poor Post-Launch Support from a Small Software Development Firm
1. Take Control of the Situation First
You may feel overwhelmed, but the first step in handling poor post-launch support is to maintain control. Don't let frustrations or panic steer your decision-making process. Start by documenting every issue clearly, outlining exactly what is wrong, how it affects your operations, and what needs to be fixed. This documentation is crucial because it will help you later when you approach the development firm, hire new experts, or even pursue legal action if necessary.
| Issue | Impact | Priority |
|---|---|---|
| Feature not working | Disrupts sales pipeline | High |
| Bugs in functionality | Leads to customer complaints | Medium |
| Slow performance | Causes workflow delays, resulting in losses | Critical |
By prioritizing each issue based on its impact on your business, you'll have a clearer understanding of what needs immediate attention.
2. Communicate Effectively (But Be Firm)
Once you’ve documented everything, contact the development firm with a clear message. Be firm but professional. Emphasize how the poor post-launch support is affecting your business. Provide them with a deadline to respond and fix the most critical issues. Avoid aggressive language, but make it clear that non-action on their part could have legal or financial implications.
If the development firm does not respond or fails to take appropriate action, escalate the communication. You may need to involve upper management or even explore the option of involving external consultants to ensure that the firm takes you seriously.
3. Know When to Move On
Not every small development firm will have the resources to support post-launch issues adequately. Some may lack the infrastructure, personnel, or expertise to fix more significant problems. If you find that despite repeated communications, the firm cannot meet your needs, it may be time to move on. Consider hiring an in-house technical team to maintain and manage your software, or consult larger development companies that have the capacity to offer ongoing support.
It's important to remember that your business should not be held hostage by poor post-launch support. If your current development firm is unresponsive, seek alternatives quickly before the problems worsen. Ideally, build partnerships with firms that offer service-level agreements (SLAs), which ensure a predetermined level of support after launch.
4. Protect Yourself with Contracts and SLAs
One of the best ways to prevent poor post-launch support is to ensure that your initial agreement with the development firm includes a well-structured Service Level Agreement (SLA). An SLA should clearly define the following:
- Response times for addressing bugs and issues
- Maintenance plans that outline how the firm will handle post-launch support
- Penalties for non-compliance with the SLA
Having these details in writing protects your business and ensures that the development firm is held accountable for their actions (or inactions).
| SLA Element | Description |
|---|---|
| Response time for critical bugs | Fix within 24 hours |
| Response time for minor issues | Fix within 72 hours |
| Penalty for missed deadlines | Discount on service fees or financial penalties |
5. Diversify Your Software Support
Relying solely on one small development firm for post-launch support can be risky, especially if they don't specialize in long-term maintenance. Consider diversifying your support by hiring freelancers or contracting other agencies to assist with various aspects of software maintenance. In some cases, you may even need to use a combination of in-house and outsourced support to cover all potential issues.
This can also provide your business with a level of redundancy that ensures any sudden lapses in service from the original firm do not paralyze your operations.
6. Consider Legal Action as a Last Resort
Legal action should always be the last resort, but if the development firm has grossly neglected their responsibilities and has caused significant damage to your business, pursuing this option might be necessary. If you go down this route, be prepared to provide evidence—like the documentation of issues, emails, and any other correspondence—to support your case.
Most small development firms will try to avoid legal disputes, as they can damage their reputation and finances. Therefore, the mere mention of legal action may prompt them to take your complaints more seriously.
7. Plan for Post-Launch Support Early On
The best time to plan for poor post-launch support is before the project even begins. Ask the following questions during your initial discussions with the development firm:
- What is your post-launch support policy?
- What is your track record for long-term maintenance?
- Can you provide references from other companies you have supported after launch?
Having clear answers to these questions before you sign any contracts can save you from unexpected problems down the line. If a development firm seems unsure or vague about their ability to provide ongoing support, this could be a red flag.
8. Mitigate Risks with Backup Plans
Sometimes, despite all precautions, things can still go wrong. Prepare a backup plan that involves having access to other developers or firms who can step in if your original team fails to deliver. This may include partnerships with larger firms that specialize in taking over legacy systems or setting up relationships with freelance developers familiar with your software’s codebase.
Having a backup plan in place can significantly reduce downtime and help you avoid losing customers or revenue while your software is being repaired.
Conclusion
Handling poor post-launch support from a small software development firm can be stressful, but by staying proactive, communicating effectively, and having contingency plans, you can minimize the damage and maintain the integrity of your software. In the long run, investing in proper agreements, diversifying your support, and being prepared with legal and backup options will ensure your business remains protected, even when things don’t go as planned.
Popular Comments
No Comments Yet