It’s 5.30 am and your delivery drivers can’t log into their route management apps. Customer addresses, delivery sequences and proof-of-delivery capability are all inaccessible. No technician is available for three days. Angry customers flood headquarters with calls…
Meanwhile, at a distribution centre, pallets of perishable goods pile up at receiving because workers can’t log into the system to scan them.
If these scenarios sound like they’re designed to trigger IT leads of a sensitive disposition, we plead guilty. They illustrate how support contracts for your bespoke software aren’t an extra cost – they’re an absolute necessity.
Out in the wild, wild world of real IT disasters, the infamous Equifax data breach of 2017 – which exposed the personal information of 147 million people – can partly be blamed on a lack of adequate software support. And many more examples abound.
In this post, we’ll look at what support contracts are, what happens if you don’t have one, the benefits of ongoing software support and how to choose the right variety for you.
But first, an elephant that frequently enters the room at talk of support contracts.
If this expensive tailored software is so great, why do I need support at all?
At first glance, it can raise the hackles to be told you will be paying for something you’ve already paid for, albeit in much smaller increments – again and again. But you absolutely should be willing to. Here’s why: even the most beautifully built bespoke software needs ongoing support to stay secure, efficient and compatible with evolving business needs.
We always bring up the subject of ongoing support very early in the conversation with clients, so there are no surprises. We recommend other vendors reading this post do the same.
Before looking at the benefits of ongoing software support in detail, here’s a definition of a support contract.
What exactly is a support contract?
A support contract is an agreement that ensures continued technical assistance for your software after development. It typically includes bug fixes, security updates, troubleshooting assistance and sometimes feature enhancements or modifications.
For clarity, it’s worth distinguishing it from a standard warranty. A warranty covers only initial defects for a limited period. Ongoing support agreements provide proactive maintenance and reactive problem-solving for the software's lifetime.
Support contracts come in varying levels, from basic (business hours email support, critical bug fixes) to premium (24/7 phone support, guaranteed response times, priority resolution, regular updates). These can be tailored to your business needs and budget.
What are the benefits of ongoing software support?
Proactive maintenance and updates
Software doesn’t stay secure just because it was built well—it stays secure because it’s maintained. Bespoke software is no exception. Without regular updates, security vulnerabilities accumulate, frameworks become outdated and integrations break. The longer software is left untouched, the greater the risk—both in terms of security breaches and system failures.
Effective maintenance covers:
- Security updates to patch vulnerabilities before they’re exploited.
- Framework and library upgrades to ensure compatibility and performance.
- Continuous monitoring to detect issues before they become critical.
Investing in ongoing maintenance isn’t just about keeping software running—it’s about keeping it resilient, secure and aligned with business needs.
Fast issue resolution
A support contract isn’t just about maintenance—it’s about readiness. When an IT company provides ongoing support, they also retain deep knowledge of the bespoke system. That means:
- No scrambling to understand outdated code when an urgent fix is needed.
- No delays while a new team gets up to speed.
- Faster, more efficient responses to security threats and performance issues.
It’s a retainer model that ensures the right expertise is always available. Instead of reacting to problems, businesses stay ahead—secure, optimised and ready for whatever comes next.
Cost predictability
Emergency fixes will hit your finances – hard. Fixed monthly or annual fees allow for precise budgeting without the financial shock of emergency repairs.
Access to new features and improvements
The benefits of ongoing software support should include continuous enhancements developed in response to industry changes and user feedback. These incremental improvements will keep your product fit for purpose for longer, increasing return on investment.
Integration with other systems
What if your bespoke software stops working with other systems, because of changes in the latter’s software? These days, any individual software component plays a part in a wider ecosystem of apps and infrastructure.
At Nuffield Technologies, we offer support contracts for our tailored software at a fixed price that guarantees continued functionality. You should ensure your provider does the same.
What can happen if I don’t have a support contract?
Failing to have a support contract in place can lead to downtime and productivity loss, unexpected costs of emergency fixes and a deteriorating reputation with customers. On top of this, it can even result in compliance and regulatory issues if your software falls behind mandatory rules in your industry.
And then there’s the issue of security. This is The Big One. We’ve written a lot about the large number of businesses continuing to use unsupported Windows CE for the devices and the security implications. When a software is not supported, it doesn’t receive security updates. And when it doesn’t receive security updates, it is ripe for attack by cyber criminals.
The effects have been catastrophic and dramatic as the WannaCry Ransomware Attack and NotPetya Cyberattack both in 2017 illustrate. These breaches could have been prevented if organisations had simply applied available security patches in time.
Many thousands of smaller businesses have suffered catastrophic breaches for the same reason. And if your bespoke software is not supported with ongoing security, you could suffer the same fate too.
How to choose the right support contract
The benefits of an ongoing software support contract will only become fully apparent if the contract precisely matches operational requirements. Ask how critical your operations are. If you can’t tolerate downtime, you’ll need support in hours and not days. Similarly, critical systems may need premium coverage with guaranteed response times, while less essential applications might work with standard support.
You should also enquire about a technical team's experience with your specific software architecture. And always request details about their security protocols when accessing your systems. Take nothing for granted.
Finally, pay careful attention to pricing models. How does a potential supplier’s fixed monthly fees compare to per-incident charges based on your typical support needs? And get crystal clarity on what constitutes billable work versus what's included in standard support. It’s always better to ask before than get a nasty surprise afterwards.
Do I need support for OS updates?
Absolutely. Updates to any operating system – whether on a PC or mobile device – can cause issues with software, including your bespoke software. Many businesses are aware of this. However, instead of finding a way to resolve the issue, they decide that the best solution is not to update their software at all. Given that these updates include critical security updates, this is playing with fire.
The answer is to ensure your bespoke software is both supported – and includes a service to check OS updates before rollout and fix any issues. This is something our Android Assurance service provides to Zebra Technologies customers who receive OS updates from Zebra’s LifeGuard for Android.
This Android Assurance service often forms part of a complete software support contract for clients. Here’s a short case study to illustrate how this service works. We created an Android-based security software product for Zebra devices on behalf of a large defence organisation. Our software support contract included Android Assurance. Whenever updates rolled out via Zebra LifeGuard, we undertook thousands of automated and manual tests to accurately pinpoint bugs or any issues. These were then fixed before the update was rolled out to ensure operational continuity.
Every client’s requirements will be different, but in our view OS update compatibility MUST form a part of your support contract.
In conclusion
The benefits of ongoing software support are considerable. To reinforce a point made at the start of the article, you should see a contract not as an extra cost but as a fundamental element of your bespoke software pricing.
To remain unsupported is playing Russian roulette with your business. No, that isn’t scaremongering – just a little web browsing will reveal spectacular crash-and-burn scenarios involving unsupported legacy software.
Therefore, start the conversation about support contracts very early in your conversation with a software developer. That way, the costs become part of your budgeting and this necessary expense becomes a predictable one.
Nuffield Technologies creates bespoke software for clients in logistics, warehouse operations, defence and many more sectors. We also offer complete support packages to our clients at predictable monthly costs to ensure software continues to work. This can include testing Android OS updates and maintaining compatibility with third-party systems. To find out more, get in touch.