Launch day is day one, not the end.
This page explains how to reach us, how fast we respond, what we do on a regular basis and what counts as separate work.
Scope and price differ per project; the framework below is filled in for you in the offer and attached to the contract.
Mallow Studio provides post-launch support by email and phone. Backups, dependency updates, security patches and performance monitoring are part of maintenance. Response targets and monthly scope are agreed in writing in the offer.
Support channels
The main, recorded channel: request, screenshot and history stay in one place.
Phone
For incidents that stop the site, within working hours.
Shared request list
Requests are tracked in one list; order and status are visible to you.
Response targets
These targets apply within working hours (Mon–Fri 09:00–18:00, Türkiye time) and are finalised for you in the contract.
| Priority | Example | Target |
|---|---|---|
| Outage | Site/app does not load, forms fail | First response the same working day |
| Functional bug | A section is broken or visually wrong | First response within 1 working day |
| Content or small change | Copy, image, a new page | Planned from the agreed monthly hours |
| New feature | Out-of-scope development | Separate offer and schedule |
What monthly/annual maintenance covers
- Backups: regular code and content backups, with restore tests
- Updates: security updates for dependencies and any admin panel
- Security: review of certificates, security headers and access control
- Monitoring: Core Web Vitals and error logs, with an alert if they regress
- Small changes: copy/image updates within the agreed monthly hours
- Reporting: a short periodic summary of work done and measurements
Out of scope
- New page types, modules or integrations
- Redesign or rebranding work
- Third-party fees (domain, hosting, licences, ad budget)
- Bulk content entry on the client side (separate offer on request)
- Fixing issues caused by changes made by another team
Frequently asked questions
Is a maintenance agreement mandatory?
No. You can run the site with your own team; we provide short training and documentation at delivery. A maintenance agreement means we take over regular backups, updates and monitoring.
How long does support last?
During the warranty period stated in the offer, defects in the delivered work are fixed at no cost. After that we offer monthly or annual maintenance.
Can we reach you at the weekend in an emergency?
For organisations that need an out-of-hours channel we define a separate scope, stated explicitly in the offer.
Can you maintain a site hosted elsewhere?
Yes, as long as we are granted access. We state in the contract who is responsible for hosting and server maintenance so the boundary is clear.
Have an idea or a project? Get in touch!
We're here. Tell us about your idea and we'll show you how to bring it to life — the first call and the quote are free.