I’ve started to put together a new support contract, for supporting my existing customers. I’m trying to come up with a contract which will allow me to provide excellent support, without going out of business in the process.
I also don’t want the support contract to be onerous or expensive – it should be good value and you should only pay for what you use. I want to create the kind of support contract that I’d want to sign up to myself, basically.
Only pay for what you use
There will be no monthly fee or retainer – you only pay for what you use. I’ll keep track of the support time spent and invoice you at the end of the month. If you don’t need anything for a few months, that’s fine – no charges & no invoice.
I’ll provide a fully itemised list of all the support incidents and follow-up work done, so that you know exactly what’s been going on and where the money went.
Free stuff
I think it would be nice to offer some free pro-active support, on the same pay for what you use principle.
Periodic website health checks might be something that people would find useful.

This would consist of an automated health check, making sure that the site is available and that all the links, pages, images and files are present and correct. This report would be automatically supplied to you, for nothing. I’m thinking that a sitemap, with broken links highlighted in red, plus a text report, might be quite nice.
Optionally any issues (missing pages or whatnot) could be followed up, on a pay-as-you-go basis.

Ordered my second lot of business cards today! I’ve already given out almost all of my first batch of 50 cards.
Got my first lot of business cards today!

My choice of logotype font paid off here, allowing me to use Tahoma as a heading font. This works well, as Tahoma is installed on almost everyone’s computers and is a very readable font for on-screen work. It’s also excellent at heading with a strong bold weight.
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