Bug or Change Request? Understanding Website Support After Launch
The difference between a website bug and a change request, what a typical post-launch support period covers, how to report issues well and when an ongoing maintenance plan makes sense.
On this page
- Bugs are things not working as agreed; changes are new or different requests.
- Post-launch support usually covers bug fixes for a set period.
- Report issues with URL, steps, device and screenshots; use maintenance for ongoing work.
After a website launches, you'll inevitably want things fixed or changed. Knowing the difference between a bug and a change request avoids misunderstandings with your developer and keeps the relationship positive.
What is a bug?
A bug is something that doesn't work as agreed or as it reasonably should:
- The contact form doesn't send emails
- A page layout breaks on certain phones
- A link goes to the wrong page
- A feature in the agreed scope doesn't work
Bugs from the original work are normally fixed free, especially during the post-launch support period.
What is a change request?
A change is new or different from what was agreed:
- Adding a new page or section
- Redesigning part of the site
- New features like a booking system
- Content updates such as new prices, photos or team members
Changes usually cost extra or fall under a maintenance plan.
Grey areas
Some issues aren't clear-cut: a plugin update breaking something months later, a browser update changing how a feature looks, or a problem caused by changes someone else made. A clear agreement, and a reasonable conversation, sorts most of these out.
What post-launch support typically covers
- A period (often a few weeks) of free bug fixes
- Help with using the dashboard and editing content
- Minor tweaks agreed at handover
Check what your agreement says; see the contract checklist.
How to report an issue well
- Page URL
- What you did, what you expected, and what happened
- Device and browser
- A screenshot or screen recording
- How urgent it is: is it stopping sales or enquiries?
After the support period: maintenance
Websites need ongoing updates, backups and security checks. A maintenance plan covers these and usually includes some time for small changes each month; see maintenance costs and WordPress maintenance.
Keep a simple change log
Keep a list of requests, dates and outcomes. It helps with planning, budgeting and knowing what changed if something breaks.
Need help with your website?
I'm Sameer, a freelance WordPress developer building fast, SEO-friendly websites since 2020. Tell me what you need and I'll reply with a plan and a fixed quote within 24 hours.
Freelance WordPress developer and founder of Samverse, building websites for clinics, manufacturers, agencies and online stores since 2020.
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