WHAT TO INCLUDE IN A POS SUPPORT AND MAINTENANCE CONTRACT
The project is delivered. The client is happy. Go live went smoothly.
Now what?
Most Kenyan developers answer that question by disappearing. The project is done. They move on to the next client. The business owner is left with a system they cannot get help for when something goes wrong.
That model is bad for the client. And it is bad for you. Because a client with no support contract is a client who will blame you publicly when something breaks — whether it is your fault or not.
A support and maintenance contract protects both sides. Here is what it must include.
What a support contract covers
Bug fixes
Any defects in the system discovered after go live that were not introduced by the client or third party changes are fixed within the agreed response time. This is the baseline of any support agreement.
Security updates
Software dependencies require regular updates. PHP versions. Laravel framework. WordPress if used. Plugins and packages. A system running outdated software is a security risk. The support contract must include regular security patching.
Performance monitoring
The system should be monitored for uptime, response time, and error rates. The developer knows before the client when something is degrading. Proactive monitoring is far better than waiting for a panicked call from the business owner on a busy Saturday morning.
Minor enhancements
Small improvements that fall within a defined scope. Adding a new product category. Updating receipt header details when the business moves. Adjusting a report format. These are not new features — they are maintenance level changes that keep the system aligned with the business.
What a support contract does not cover
Major new features. New modules. Integrations with additional systems. These are new development work priced separately.
Problems caused by the client. Accidental data deletion. Hardware changes made without consultation. Third party software conflicts from unsanctioned installations.
Response time levels
Define clearly how quickly different issues will be addressed.
Critical — system completely down, cannot process sales
Response time: within 2 hours. Resolution target: same day.
High — major feature broken, significant business impact
Response time: within 4 hours. Resolution target: within 24 hours.
Medium — minor feature broken, workaround available
Response time: within 24 hours. Resolution target: within 3 business days.
Low — cosmetic issues, minor improvements
Response time: within 48 hours. Resolution target: within 1 week.
Pricing a support contract
Monthly retainer model — most common and most sustainable.
✅ Client pays a fixed monthly fee
✅ Covers a defined number of support hours per month
✅ Additional hours billed at agreed rate
✅ Predictable income for the developer
✅ Predictable cost for the client
Typical Kenyan market rates for POS support retainers:
Basic — bug fixes and security only — KSh 5,000 to KSh 10,000 per month
Standard — bug fixes, security, monitoring, minor enhancements — KSh 10,000 to KSh 25,000 per month
Premium — full support, proactive monitoring, priority response — KSh 25,000 to KSh 50,000 per month
Why developers should insist on support contracts
Without a support contract you have no guaranteed income after delivery. You do support work for free out of goodwill or you ignore the client and damage the relationship.
With a support contract you have recurring predictable income. You maintain the relationship. You stay close enough to the system to build the next phase when the client is ready.
The best clients you will ever have are the ones you support long term. They refer others. They expand the system. They become your portfolio examples.
Does every POS system you deliver have a support contract attached to it?
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