How to Offer Post-Launch Website Maintenance Services
When you’ve spent days, weeks, or months building a Squarespace website, launching the site is a major milestone. But for your clients, it’s just the beginning.
Having worked with over 450 clients at my own web design studio, I know that once a website is live, it’s easy to think your job is over. In many cases, this is true. But for some projects, you’ll need to offer some degree of post-launch maintenance.
Post-launch maintenance is essential to keep a website running at its best. It also helps you build trust with clients, showing them that you care about their success. Since this work goes beyond the initial project scope, be prepared to clearly define what your post-launch maintenance includes—and how you’re compensated for it. Here’s how to offer clients post-launch maintenance services so you can add value to your existing proposition, help clients avoid common pitfalls like outdated design and performance lags, and build trust with clients for longer-term retention.
Defining post-project services
Post-launch website maintenance services involve any service or help you provide a client after you’ve hit publish and launched their website.
A typical project handover includes the final website along with official documentation. Many Squarespace web designers offer some level of live training and recorded video walkthroughs showing clients how they can manage and upkeep their website themselves. But if clients prefer you maintain their website, you can offer official maintenance services. These may include:
New content uploads, including event pages, blogs, and portfolio items
Troubleshooting minor technical issues
Software and third-party plugin updates
Design tweaks
Analytics reviews
Monitoring bugs and broken links
If you decide to offer website maintenance services, you need to clearly communicate what these do and do not include. Be prepared to tell clients what services fall outside of ongoing post-launch support, including major design changes, new page builds, and rebranding.
Setting boundaries with clients
Setting clear boundaries with clients during and after a web design project is essential. The key is to manage expectations from the start—it's much easier than trying to reset them later. Don’t wait for project completion to discuss post-launch services. Include them in your initial onboarding form so clients can make a more informed decision—and leave less room for miscommunication.
As the project moves from active development to post-launch, it's your responsibility to define what changes for the client—especially when it comes to communication and support. Clients should know that once the site is live, they won’t have the same level of access to you they had during the build. Make it clear when the post-launch phase begins and outline what response times they can expect moving forward. For instance, if you're available within 24 hours during active builds, clarify how this shifts after launch. If you offer maintenance packages with different levels of ongoing support (more on that next), note this in the project proposal that these are optional add-ons and not included in the original project fee.
Offering structured maintenance packages
One of the best ways to protect your time and manage client expectations after a website has launched is to offer structured website maintenance packages. These let clients choose the level of support they’ll need, while giving you the chance to set clear guidelines about what is and isn’t included.
Here are sample packages to consider offering:
Sample Package 1: Basic Support
Services: Minor touchups, such as plugin updates, and up to two hours of support per month
Rate: $100/month
Sample Package 2: Standard Support
Services: All basic support services plus more involved tasks such as troubleshooting, website monitoring, and up to three hours of live support per month
Rate: $300/month
Sample Package 3: Premium Support
Services: All basic and standard services plus a monthly one-hour call to align on the direction of the website to verify it still aligns with the initial goals
Rate: $500/month
Pro tip: If you set a specific amount of support hours per month, it’s important to explain how long each task will take before executing. This can help clients decide if they want to spend time on certain tasks while setting their expectations of how much you can complete for them every month.
Establishing a post-project communication process
A post-project client communication process ensures all requests are made and received officially, creating a paper trail both parties can reference at any time. This means that all communication about scope of work is conducted via email or through your chosen project management software, giving you a record of key decisions. It’s also worth investing in a time-tracking software or tool—even if it's a spreadsheet—to ensure each client receives the appropriate amount of support time for their package.
Make it easy for clients to upgrade their packages, too. Sometimes a client will discover they actually need more support than they originally thought. Don’t risk losing their business by making it difficult to upgrade. Whether it’s a monthly recap email with a CTA to upgrade or a direct outreach message, simply offering the option can increase the likelihood of clients purchasing an upgrade over time.
Pro tip: An official proposal acts as a central guide for you and your client to refer to if there's ever a disagreement or confusion around the scope of work.
Example client interactions
Here are a few example scenarios to help you anticipate out-of-scope requests and respond with clarity and professionalism.
Scenario 1: The client asks for “just one more change” after the project is complete and the website is launched.
Explain that now that they’ve signed off on the website and it is live, additional changes are no longer in scope. Politely direct your client to your post-project support packages, and share the various ways you can help them through these services.
Scenario 2: A client needs urgent support outside of working hours.
How you handle this situation depends on the post-launch maintenance packages you offer. Some web designers offer a premium emergency support package—often their most expensive—that gives clients access to support at any time. If you choose not to offer this, make your working hours clear when you first meet with a client. Set up an out-of-office email response for messages received outside your working hours that include when the client can expect to hear back from you.
Scenario 3: A client requests that you add a new feature to their website months after launch.
In this scenario, explain that adding a whole new feature is considered a new project, not post-launch support. If they're still interested, provide a quote and timeline for the work.
Making maintenance plans work for you and your clients
Offering ongoing website maintenance is a great way to add value to your web design business and build lasting client relationships. The key to making it sustainable is balancing high-quality support with clear expectations. By setting boundaries around response times, service scope, and communication, you can deliver exceptional service without overextending yourself.
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