Support and maintenance after launch: a complete guide

Launching a product is an exciting milestone, but it’s just the beginning of the journey.

Once a product is live, the focus shifts to ensuring it runs smoothly and that users are satisfied.

Post-launch support involves assisting users with any issues or questions they may have, creating a positive user experience, and building trust.

Maintenance and software support, on the other hand, makes the regular updates and improvements necessary to keep the product running, secure, and up-to-date.

Together, support and maintenance ensure that your product functions successfully.

This article will tell you everything you need to know about support and maintenance after launch so you can make strategic and informed decisions with the help of brigit.dev.

Why is post-launch support and maintenance important?

If you want to have a functional product that can actually be used then you need support and maintenance.

Support and maintenance are important because they:

• make sure that the product keeps running with optimal performance

• address any problems or doubts users might have by analyzing user feedback

• improve user experience and user satisfaction

• ensure the product stays relevant on the market

• make sure the product is safe and secure to use by implementing the latest security measures

• encourage long-term use by building trust with users

To put it simply: they are what keeps your product going and profitable.

If you don’t have support and don’t perform maintenance you will:

• lose users

• lose profit

• lose access to the platform

• be pushed out of the market

• get fined or sued

• be marked for spam/illegal actions

If you are okay with these, then there’s no need to continue reading.

What support services and maintenance services after launch are there?

Here are 8 key support and maintenance services after launch:

1. Customer support: Assisting users through various channels like email, chat, phone, or social media helps resolve user issues, answer questions, and provide guidance on using the product. A responsive support team is also crucial for gathering feedback and making product improvements.

2. Bug fixes: Identifying and fixing bugs that users report or that are discovered through testing ensures the product continues to run without errors.

3. Software updates: Regular updates that improve functionality, add new features, and improve the overall user experience keep the product relevant and competitive.

4. Security patches: Implementing security patches protects the product from vulnerabilities and threats. It ensures the safety of user data and the integrity of the product.

5. Performance monitoring: Proactive monitoring of the product’s performance helps identify and address any issues that can affect its speed, reliability, or efficiency, ensuring high availability and performance with little or no downtime.

6. Backup and recovery: Regular backups prevent data loss and allow recovery in case of a failure.

7. User training and resources: Training materials, tutorials, and FAQs help users understand how to use the product and get the most out of its features.

8. Feedback Collection: Actively seeking and collecting user feedback allows improvements of the product based on real user experiences and needs.

These support and maintenance services keep the product functional and secure while keeping users satisfied.

Can I hire someone who didn't develop the platform for a responsive support team and maintenance?

Yes. But be careful!

You can hire someone who didn’t develop the platform for support and software maintenance.

This can be a good option depending on your needs and the expertise of the person or team you hire. However it can be risky and cause some problems that can affect the platform’s performance.

Here are some pros and cons to consider:

Pros:

• Fresh perspective: Someone new can bring fresh ideas and new approaches to solving problems and improving the platform.

• Specialized skills: You can hire experts with specific skills in areas like security, performance optimization, or customer support.

• Availability: The original developers might not be available, especially if they have moved on to other projects. Hiring a new support team ensures that someone is always there to handle support and maintenance.

• Cost-effective: Sometimes, hiring a dedicated support and maintenance team can be more cost-effective. To learn more about maintenance costs click here.

Cons:

• Learning curve: A new team will need time to understand the platform, which can delay support and maintenance activities initially.

• Lack of original insight: The original developers have a deep understanding of the platform’s design and architecture. New hires may lack this insight, which can sometimes lead to less efficient problem-solving.

• Communication gaps: There might be communication gaps between the new team and the original developers, which can complicate support and maintenance efforts.

• Dependency: If the new team does not work closely with the original developers, it might become challenging to address complex issues that require in-depth knowledge of the platform’s initial development.

It’s important to think your decision through and weigh your options. This is why brigit.dev is here to help you make informed decisions that are the best for your business.

Conclusion

Support and maintenance after launch are crucial for a product’s long-term success.

They keep the product running well, safe, and up-to-date.

Whether you need mobile app maintenance or website support services the effect is the same.

Investing in these services builds user trust and satisfaction, ensuring a positive experience.

Not paying attention to them can lead to some serious consequences.

So it’s always important to have a reliable team to support you on the way.

Next action?

Once you understand the importance of support, maintenance, and technical support after launch, your product won’t fail.

To help you with your product and business, we created a guide based on research and insights from experienced founders and development experts.

Explore this detailed resource to find solutions, clarify doubts, and address challenges, ensuring the continued success of your product.