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Phase 3: Ongoing Support

Once your app is live, this guide covers routine maintenance, handling support requests, and keeping your platform running smoothly.

Support Service Level​

Response Time Commitments​

PriorityDescriptionResponse TimeResolution Time
CriticalApp completely down4 hours24 hours
HighMajor feature broken24 hours48 hours
MediumMinor issue, workaround exists48 hours1 week
LowEnhancement request1 weekAs scheduled

Routine Maintenance​

Weekly Tasks​

TaskPurposeTime Required
Check error logsIdentify issues early10 min
Review function healthEnsure services running5 min
Scan for failed notificationsCatch delivery issues5 min
Verify storage usageMonitor capacity5 min

Monthly Tasks​

TaskPurposeTime Required
Review database sizePlan for growth10 min
Check for platform updatesStay current15 min
Audit user activityUnderstand usage15 min
Review and clear old dataMaintain performance30 min
Update dependenciesSecurity patches1 hour

Quarterly Tasks​

TaskPurposeTime Required
Security auditProtect user data2 hours
Performance reviewOptimize speed1 hour
Feature usage analysisUnderstand what's used1 hour
Client check-in callBuild relationship30 min
Documentation reviewKeep docs current1 hour

Common Support Issues​

Authentication Issues​

ProblemLikely CauseSolution
Can't log inPassword issueReset password
Email not verifiedVerification email didn't arriveResend verification
Session expiredNormal behaviorLog in again
Account lockedToo many attemptsUnlock account

App Not Loading​

SymptomCheckFix
White screenBrowser consoleFix JavaScript errors
404 errorDeploymentRedeploy or check routing
Slow loadingNetwork tabCheck API response times
Infinite loadingAPI callsCheck backend status/logs

Push Notifications Not Working​

  1. Check notification credentials
  2. Verify user has granted notification permission
  3. Check notification queue for errors
  4. Test with a new notification

Video Calls Not Connecting​

  1. Check video service credentials
  2. Verify edge function is deployed
  3. Check if user has camera/mic permissions
  4. Test in incognito to rule out cache issues

Monitoring & Alerts​

What to Monitor​

MetricAlert Threshold
App uptimeLess than 99.9%
API response timeOver 2 seconds
Error rateOver 1% of requests
Database sizeOver 80% of plan limit
Storage usageOver 80% of plan limit

Client Relationship Management​

Proactive Check-ins​

TimingActionPurpose
2 weeks after launchEmail check-inEarly issue detection
1 month after launchCall or emailFeature adoption
QuarterlyScheduled callRelationship maintenance
AnnuallyReview meetingContract renewal prep

Gathering Feedback​

During check-ins, ask:

  • What's working well?
  • What could be better?
  • Any features you wish you had?
  • Any confusion or frustrations?

Maintenance Checklists​

Daily (5 minutes)​

  • Check for support emails
  • Scan for critical alerts

Weekly (30 minutes)​

  • Review error logs
  • Check function health
  • Review pending support tickets

Monthly (2 hours)​

  • Full maintenance check
  • Update dependencies
  • Client check-in emails
  • Documentation updates

Quarterly (4 hours)​

  • Security audit
  • Performance review
  • Client calls
  • Process improvement review

Next Steps​

If client relationship is ending: → Offboarding