Introduction

The issue of how to handle a web maintenance contract has always puzzled me. I’m constantly rethinking how I should do things. Throughout my many efforts, I’ve tried to set up hourly and per project contracts, both of which have yielded mixed results.

So Why Not Charge Hourly?

Charging hourly can have quite a few draw backs. First off, the cost always sounds jarringly expensive in the client’s eyes. And while, the client may be scared off by $x/hour, I often feel as though I’m not getting paid quite enough. Additionally, I often lose track of my time when I’m working. Conversely, I sometimes log time for things I’m learning during the process. These issues are unfair to both the client and the designer.

Surely Charging Per Project Would Be Better?

While I’ve found per project based contracts easier to deal with, they are far from perfect. Generally, I tend to underestimate the length of time it will take me to complete a project. This leaves me with the problem of always having more to do. I’ve realized I usually lowball the cost when I try this style contract.

Eliminate The Problem: We’ll Sort Of

One of the areas that I’ve been focusing on lately is the development of CMS (content management system) websites for my clients. I have grand hopes of eliminating most, if not all of the pains that come along with web maintenance. Two of my favorite CMS platforms are Silverstripe and Drupal. Both of which are open source and written on the backbone of the ever-popular combination of PHP/MySQL.

Here’s Where I Stand

I’ve found that building sites backed by a fantastic CMS is a great way to alleviate the majority of issues that arise when trying to handle web maintenance. And when other issues or future improvement come up they can be handled on a per project basis.

What About the Rest of the Design Community?

Design contracts are certainly not one size fits and I’m well aware that what works for me is rarely the best way to do it. With that in mind I reached out to the design community and asked a few questions on the matter. Here’s what they had to say.

Aaron Irizarry
This is Aaron’s Life

Hourly or Per Project?
I usually charge hourly for updates with a minimum of one hour.

How do you close the initial design phase and move to maintenance?
Once initial design is approved and live, the client signs off, agreeing that anything from this point forward is maintenance.

Do you use a web app to keep track of your contracts, if so, what one?
No, at least not currently since I am only taking occasional side work.

Do you send your contract print, electronic or both?
Both

Brian Hoff
The Design Cubicle

Hourly or Per Project? How do you close the initial design phase and move to maintenance?
I make it clear in my contracts and verbally to my clients that their website maintenance will be charged accordingly — minor changes, such as adding pictures or text would be charged via my hourly rate and large revisions, such as redesigns would required a new estimate.

How do you close the initial design phase and move to maintenance?
I make sure I get sign off on the design before moving on to the coding/maintenance phases. I let the client know that once the design is completed and approved that it is not easy (or pretty much impossible) to redo design changes within a reasonable time, so additional charges will be added if approved design must be modified.

Do you use a web app to keep track of your contracts, if so, what one?
I currently use Bento to keep track of all my clients and their files, including the contracts. It’s not a web app, but it is a great app if you have a Mac!

Do you send your contract print, electronic or both?
Up until recently I used to print my contracts, but I started using electronic signatures as a new means since I’ve been working with clients from all over.

Jacob Cass
Just Creative Design

How do you handle your web maintenance contracts for clients?
I don’t do web maintenance (not my cup of tea) however I offer support for 3 months after the completion of the website.

Hourly or Per Project?
Per project but I have a “secret” hourly fee that I can base my fees on.

How do you close the initial design phase and move to maintenance?
See answer 1.

Do you use a web app to keep track of your contracts, if so, what one?
No.

Do you send your contract print, electronic or both?
Electronic.

Matt
Spoonfed Design

How do you handle your web maintenance contracts for clients?
I don’t have a set monthly fee. I charge per set of updates. The amount I charge generally depends on the size of the maintenance/updates.

Hourly or Per Project?
I charge per project. If I run into a problem on a project, I don’t think it’s fair to charge for that.

Do you use a web app to keep track of your contracts, if so, what one?
Nope.

Do you send your contract print, electronic or both?
It depends. Usually I do it electronically, but if the client wants, I send it on paper. I like being more flexible, and I let the client decide which way is easiest for them. I think the easier you make it for a client, the more likely they are to return.

Calvin Lee
Mayhem Studios

How do you handle your web maintenance contracts for clients?
I’m mostly a designer with some html/css skills. I try not to deal with web maintenance, kind of a hassle and a pain. Most times, my clients already have hosting and a webmaster that takes care of the site.

Hourly or Per Project?
I usually go with a per project amount. It makes it a lot easier, since I know how much a certain type of project would cost/take me. Once I get details of the project and a creative brief back from the client. I can really nail down the pricing. Plus, the client always wants to know the bottom line. I also make sure to put everything in writing, what is expected; sketches, number of samples, number of revisions, deposits, pricing, etc. So there are no miscommunications. Anything beyond what was discussed will be extra.

How do you close the initial design phase and move to maintenance?
It’s pretty much like 2 different projects/contracts. Once the design phase is completed, I have the client sign off on an approval form. Any design changes after the start of the build will be extra, on top of the coding, if there are any major code changes for the design.

Do you use a web app to keep track of your contracts, if so, what one?
Nope, I’m still old school. I set up a numbering system for my projects with folders assigned on a log, electronically.

Do you send your contract print, electronic or both?
I have done both in the past; recently, all have been electronic as a pdf. They can either send it back through regular mail or fax it.

Liam McKay
Function

How do you handle your web maintenance contracts for clients?
We tend to allow for a certain amount of fixes and changes within the initial payment, the amount of maintenance we allow for would depend on how much work we’ve done for them, the more work we’ve done the more fixes we will allow for. If for whatever reason additional work is required this can either be billed on a per project basis, or we can work out an ongoing fee for ongoing monthly work. We tend to allow for any tweaks or updates during the design stage at no extra cost.

Hourly or Per Project?
We tend to charge Per Project, especially for design work. Mainly because I just feel more comfortable working with exact figures, and I think a lot of people would tend to agree. I think it’s a little different with programing work, and there is sometimes a need for an hourly rate, but for the vast majority of our work we have a set fee.

How do you close the initial design phase and move to maintenance?
Once the client is happy with the initial setup and approves the work we will take the final payment. Anything on from this point would be seen as maintenance work, any work or tweaks or updates before this stage we usually allow for in the initial quote. Anything after the final approval is what we would class as maintenance.

Do you use a web app to keep track of your contracts, if so, what one?
At the moment we send our contracts attached to our invoices we send through Freshbooks, I think it’s just an easy way of keeping track invoices and contracts in one go really.

Do you send your contract print, electronic or both?
Electronic is always the initial method we send contracts in, but if it’s requested or required a print copy can also be sent. Although electronic for most people seems to be fine.

Join The Discussion

I’d love to hear your viewpoint on the matter. Drop in your two cents below. Or answer these questions:

• How do you handle your web maintenance contracts for clients?
• Hourly or Per Project?
• How do you close the initial design phase and move to maintenance?
• Do you use a web app to keep track of your contracts, if so, what one?
• Do you send your contract print, electronic or both?