Decide who operates the product before launch. Hosting an application, maintaining its code and providing staffed incident response are separate responsibilities. Each needs an owner and an agreed scope.
Put the operating basics in writing - Who controls hosting, domains, repositories and vendor accounts? - Who checks backups, monitoring, access and expiring credentials? - Where are bugs and change requests submitted and prioritized? - Which hours, response targets and escalation path are covered? - Who can deploy, roll back or disable a faulty feature?
Wavect's software maintenance service covers agreed updates, patches, fixes and small changes. Working hours and response times depend on the contract. Maintenance does not by itself include 24/7 coverage or an uptime SLA. Continuous coverage needs a separately scoped and staffed arrangement.
A response target is not a guaranteed resolution time. For an existing incident, use the channel in your support agreement and provide the affected service, user impact, start time and a non-sensitive reproduction. This website chat does not activate an emergency response.
Ask for an operating record that shows changes made, tests and releases, deferred work, open risks and decisions needed from you. Decide how larger improvements are commissioned rather than assuming they fit inside routine maintenance.
For a new product, include handover and a first maintenance decision in the launch plan. The handover checklist helps separate the required artifacts from ongoing services.