Say an old client contacts you some 8-9 months after a project delivery. Apparently there are some bugs in the app that was not detected during UAT or handoff. You are now being requested to: 1. do some investigation to understand root causes AND 2. work on fixes (non-trivial, requires some reimplementation). What's the right etiquette? 1. Bill them for time spent on investigating/fixing these issues? 2. Eat those charges yourself (i.e. a write off)? 3. Something else? Curious, what people think.....

Haven’t faced this personally, but here’s how I would go about it: • If its something small like a day’s work - I would write it off and send them the fixes. It keeps the relationship warm and builds trust on both ends. • If its something bigger (like a week’s work) - I would draft a RFC and quote them a discounted price highlighting that this should have been caught during UAT by the client but since its a genuine miss, you are open to work on it but with discounted rates - again to keep the relationship warm. Both the above points are if you want to keep getting the projects from them and want a good relationship.

1. seems most appropriate. As much as you feel obliged to fix bugs that you may have introduced, you’re no longer on their time. Any further time spent on fixing bugs / even investigating will eat into your current commitments. Also, it is best to set these expectations upfront. There is no limit to the number of bugs / feature requests that masquerade as bugs that could come your way.

This is basis you having time / bandwidth to spend on the work again. Set expectations that You will work on the line items subject to option 1 - Bill them for the time spent. If the support clause you had (if any) has expired, any re-engagement is treated as a new work order and will be subject to clauses and terms that are in effect at the time of signing the work agreement. This is inclusive of and is not limited to 1. Changes in pricing 2. Changes in support and after sales support clauses 3. Changes to engagement rules and principles - who will work on it, how long, etc.

Good points everyone. Since the work is a bit non-trivial, I'll have to bill the client. Also will have to set up a support contract/clause going forward. Not looking forward to that uncomfortable/awkward discussion, but I gotta do what I gotta do 😃