Support & Maintenance
This SOP covers how Inkblot handles ongoing support, bug fixes, and maintenance for live projects. It is part of the Inkblot SOP Library — a reference set of SOPs that are activated selectively as needed.
Overview
Section titled “Overview”After a project launches, Inkblot provides ongoing support to ensure the site continues to perform well and evolves with the client’s needs. Support work ranges from critical bug fixes to minor content updates and feature enhancements. Projects in the Live or Live - Pending Changes status in ClickUp are covered by this process.
Support Tiers
Section titled “Support Tiers”| Tier | Description | Examples |
|---|---|---|
| Critical | Site is down or a core function is broken, affecting end users | Server errors, payment processing failure, site inaccessible |
| High | Major functionality issue that significantly impacts usability | Broken forms, navigation failures, major layout issues |
| Medium | Noticeable issue with a workaround available | Minor display glitches, non-critical feature bugs, content rendering issues |
| Low | Cosmetic issues or minor improvements | Typos, spacing adjustments, small visual polish |
| Feature Request | New functionality or enhancements beyond the original scope | New page templates, integrations, additional features |
Response Times
Section titled “Response Times”| Tier | Response Time | Resolution Target |
|---|---|---|
| Critical | Within 4 business hours | Within 1 business day |
| High | Within 1 business day | Within 3 business days |
| Medium | Within 2 business days | Within 1 week |
| Low | Within 1 week | Next available sprint/cycle |
| Feature Request | Within 1 week (acknowledgement) | Scoped and scheduled separately |
Process
Section titled “Process”1. Issue Reported
Section titled “1. Issue Reported”- Clients report issues via email to their primary Inkblot contact, or via ClickUp if they have workspace access
- Adriana (Project & Operations Manager) ensures the issue is logged as a task in ClickUp under the relevant project
- Include: description of the issue, steps to reproduce, screenshots or screen recordings, urgency level
2. Triage
Section titled “2. Triage”- Jonathan (Web Dev Lead) reviews the issue and assigns a priority tier
- Determine whether the issue is a bug (covered under support) or a feature request (needs separate scoping)
- Assign the task to the appropriate team member
- Communicate the expected timeline to the client
3. Fix & Deploy
Section titled “3. Fix & Deploy”- Developer creates a fix branch (e.g.,
fix/broken-contact-form) - Follow the standard Development Workflow and Deployment SOP
- For critical issues: expedite the review process; Jonathan can review and merge directly
- Verify the fix on the Vercel preview before deploying to production
- Deploy to production and confirm the issue is resolved
4. Client Communication
Section titled “4. Client Communication”- Acknowledge receipt of the issue within the response time for its tier
- Provide updates when the fix is in progress and when it has been deployed
- Confirm resolution with the client and close the ClickUp task
- For feature requests: provide a summary of scope, estimated effort, and proposed timeline
Maintenance Schedule
Section titled “Maintenance Schedule”Regular maintenance tasks to keep live sites healthy:
| Task | Frequency | Owner |
|---|---|---|
| Dependency updates — Update npm packages, Astro, Sanity, and other dependencies | Monthly | Jonathan / Lene |
| Security patches — Apply critical security updates | As needed (immediate) | Jonathan |
| Performance review — Check Core Web Vitals and page load times | Quarterly | Jonathan |
| Content audit — Review for outdated content or broken links | Quarterly | Adriana (coordinate with client) |
| Backup verification — Confirm CMS data and code backups are current | Monthly | Jonathan |
| SSL/Domain renewal — Ensure SSL certificates and domains are renewed before expiry | As needed | Jonathan |
Jonathan de Kock (Web Dev Lead) owns the technical support and maintenance process. Adriana van Rooyen (Project & Operations Manager) coordinates client communication and issue logging.