TL;DR: Every handoff includes a tier-based support window (7, 14, or 30 days) for defects in what we shipped — things that worked at delivery and broke, or never matched the agreed scope doc. New features, integrations, and design changes are phase two.
Founders worry about being alone the moment the preview goes public. Here is how support works after your MVP ships.
Included: tier-based support window
Starting at handoff (code archive + preview/production access):
| Tier | Support window |
|---|---|
| Spark | 7 calendar days |
| Launch | 14 calendar days |
| Scale | 30 calendar days |
| Custom | As stated in your quote |
During your window, we cover:
- Bug fixes — regressions in shipped flows (auth, core loop, payments if in tier)
- Deployment issues on the environment we documented at delivery
- Clarifications on how the codebase is structured
- Security issues in our delivered code — treated as urgent
Response target: business hours, async-first (email / dashboard messages).
Counts as a bug
- Checkout succeeded in testing but fails in production with the same config
- Customer cannot sign in despite valid credentials
- Data written on submit does not appear on dashboard
- Preview URL returns 500 for the shipped build
Does not count as a bug (change request)
- "Add Stripe subscriptions" after fixed Checkout was scoped
- New third-party integration not in the statement of work
- UI redesign or new pages
- Performance work on datasets 10× larger than discussed
- Features you deferred during intake ("we'll add later")
Those are quoted as Custom follow-on work or a new tier engagement.
How to report an issue
- Open your project in /dashboard
- Use project messages with steps to reproduce
- Include browser, URL, and screenshot if UI-related
For production-down emergencies, use the contact email on your handoff doc.
After your support window
You own the roadmap. We can quote:
- Retained hours for small fixes
- New sprints for features
- Hardening pass (tests, monitoring) — see our quality practices
Related reading
Next step
Planning your first ship? Pick a tier and submit your project.
Related posts
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