[makks87]

I'm considering going into freelance web development on my spare time, and was wondering some hypothetical scenarios, like what if the customer is not very good with maintaining a website server-side, such as updating its files, moving them around, etc.

Do you guys make it very clear up-front that you will do this and that, but are not responsible for support unless it's a problem with your page design?

[Martyr2]

This is the reason you should have a contract. The contract outlines all expectations of one another. Often times the only thing you are responsible for is delivering certain code files (deliverables) by a certain deadline to the buyer. What they do with it then is up to them. If they mess it up, they may need to contract you again to fix it. Sometimes your contract may be negotiated where you then install and get the site up and running to a certain measurable state. How you measure that is up to you two. Perhaps you guys negotiate that the buyer gets X number of hours for instruction on how to use the new software and trouble shooting. Once the X number of hours run out, they can purchase more from you on a new contract.

So a standard contract may include gathering resources, planning and design, construction, installation and X number of support. It may not have any support. Again, it is up to the buyer on how much help they want to pay for. I always try to include at least a few hours of troubleshooting and training to help them get started. Just plan for it and bill for it because almost always they will ask for something after things are completed code wise.

As for guarantees, you mark off what is finished according to contract. You can have them sign off on each stage if you like. Once all points of the contract have been fulfilled you are done. A simple checklist that you both confirm and test as you go through it. If at one point they come back and say that you failed to complete one of the check marks, you then have the job to finish it despite extra cost and time. Your guarantee is nothing more than fully accomplishing all tasks outlined in the contract. Nothing more, nothing less.

This post has been edited by Martyr2: 22 December 2009 - 10:59 PM

[no2pencil]

I think once with some PayPal IPN code I contracted six months of support, but never heard anything else from the client. They just didn't want some fly by night delivering useless software.

[GenHornet18]

I dunno about website design (being as it may require more support) but with typical application programming I give support based on the size of the project. I thoroughly debug it myself but naturally this isn't enough so if a bug is found within the first week I will fix it free of charge. If it's found after a week it costs extra. (This is based on a fairly small project, if it's bigger I extend the time, so far, just as far as a month.

[narzy]

This is very reliant on the project for me. For example, when I started with PSD to HTML/CSS it was basically a deadline with no ongoing support as it wasn't needed however now that I do PHP, C#, SQL, ASP.net freelance work too, that option needs to be outlined in the contract as it is something that everyone expects to get for free.

I usually give them a week to two weeks to find any issues with the project and I will fix it for free however after that, make it very clear it will cost them (and add it in your contracts).