Run the product
Who looks after the product after launch?
Customers will ask questions and report problems. They need a way to get help, and you need to know who will handle the fixes.
By Chase Poirier · TheShop.ai
Product support has an owner
Your customers have someone to contact when they get stuck. Chase handles product questions and bug reports. The answer may be a fix, clearer instructions, or an explanation of what the product can do.
You know the support coverage and ongoing scope before work starts. Business decisions, sensitive customer matters, and questions outside the product come back to you.
Maintenance continues while the product grows
Hosting, monitoring, backups, security updates, and software dependencies need attention. You have a partner handling the agreed technical work and bringing decisions to you when needed.
Service costs and account ownership are made clear in the agreement. You should know which third-party bills you pay separately from the monthly product work.
A feature request becomes a product decision
Suppose a customer cannot produce a report they need. Before agreeing to a new feature, find out what they’re trying to do. An export, a shareable view, or a clearer existing workflow might solve the problem.
You get help comparing requests with other customer feedback and choosing which changes to build. You don’t have to build every requested feature.
You can follow the work without managing the engineering
Before a build starts, we agree where progress and open questions will be visible and how we will review them together. You should be able to understand what has changed, what is being worked on, and what needs your input.
You can get the product work handled for you while keeping the industry judgment and business decisions that make it yours.
You own the software
The custom product is built for you to own, with access to its code, data, and project accounts. Third-party tools retain their own licenses and terms.
We agree the ongoing work, service costs, and terms before we begin. A paid strategy sprint defines the first release. The initial build is included; monthly service starts at launch.
See the work behind the guide
How FraudFindr grew with continued technical support