Separate three kinds of work
Warranty work addresses problems covered by the project agreement. Maintenance keeps the existing site operating through updates, checks and routine support. New development changes its features or scope.
Get the definitions, coverage period, response expectations and exclusions in writing. A request for a new integration is different from a form that stopped working after an update. Staff should know how to report each and how additional work is approved.
Assign the recurring responsibilities
- Hosting and domain: renewal, access, billing and availability.
- Software: updates, compatibility checks and license renewals.
- Backups: what is saved, how long it is kept and how restoration is verified.
- Public tasks: check forms, donation links, search and other important journeys.
- Content: review owners, outdated information and broken links.
- Accessibility: review new content and changes to shared components.
Give each responsibility a named owner and a workable schedule. “The agency handles it” is not enough if the agreement does not say which parts are included.
Treat updates as a process
Use a test or staging environment where appropriate, back up before changes and check essential journeys afterward. WordPress's upgrade guidance recommends preparing a backup so the site can be restored if an update causes problems.
Keep records of changes and how problems were resolved. If a payment or CRM integration depends on another supplier, define who watches for changes and who coordinates a repair.
Make the handover practical
Ask staff to practice creating and updating the pages they use most. Document how to publish, add images, write useful alternative text and report a problem. Provide account access through an appropriate secure process.
Confirm that the organization owns its domain and controls the accounts it needs. Keep an inventory of hosting, software licenses, integrations and billing contacts. A staff change should not make the site impossible to manage.
Know what to do when something breaks
Define the support channel, coverage hours and how an urgent issue is distinguished from a routine request. Ask what response time means: acknowledging an issue is different from resolving it.
For a failed public form, collect the page address, approximate time and safe steps to reproduce the problem. Avoid emailing passwords, payment details or sensitive records. The support process should help staff report enough information without exposing private data.
Review the support plan as your organization changes. A site with new application workflows or more editors may need a different maintenance arrangement from the one agreed at launch.
Prepared by Awesome Cause with AI assistance. These guides provide planning advice; project scope and estimates are agreed individually.
