Post-Launch Support and Warranty
Launching is a milestone, not the finish line. After go-live we provide a period of support and warranty so that any issues arising from the delivered work are put right promptly and at no extra cost to you.
This article explains what that cover includes, how to raise an issue, and how ongoing support differs from warranty so you know exactly what to expect once your product is live.
What Warranty Covers
Warranty exists to fix genuine defects in what we built, and we are clear about where the line sits.
- Bugs in functionality we delivered and signed off.
- Defects against the agreed acceptance criteria.
- Issues reported within the agreed warranty window.
- Fixes provided at no additional charge.
Support Beyond Warranty
New features, enhancements and ongoing care are handled through a support arrangement rather than warranty.
- We agree a support plan that matches your needs.
- You raise requests through your client portal.
- We prioritise and schedule them transparently.
Frequently Asked Questions
How do I tell a bug from a new feature request?
If something does not work as we agreed it should, it is a bug covered by warranty. If it is new behaviour, it is an enhancement -- we will always tell you which it is.
If you need a hand with any of this, your Progressive Robot delivery team is ready to help. Raise a ticket from the Support area of your client portal or speak to your account manager and we will guide you through the next steps.