We made a monthly maintenance agreement but it's not clear at all what the agency will do

a written SLA (Service Level Agreement) is key then write clearly '4 hour response 24 hour criical bug fix'.

Thanks, this was very helpful. Ask who prepared the quote and who will actually do the work.

Just leaving this note, it might be useful.

let me summarize what's been said so far. when making a decision first look at what data you have on hand.

prooven by experience.

Thanks, that was the answer I was looking for.

I went through the same thing two years ago. Just because everyone does it doesn't mean it's right.

Of course it varies if your situation is different.

Here's how it went for us. honestly if it's your first time start small; scaling comes later.

If you have questions, write them; I'll answer as best I can.

Thanks for writing this, that's the right way. In legacy systems, the most expensive thing is unknown dependencies.

Good luck with that.

Saved. Every "we'll look at it later" in a meeting means unbilled work.

Proven by experience.

Let me summarize the topic, since several different answers were given. Everyone rushing into maintenance agreement scope gets stuck at the same point.

When we decide without measuring we always end up in the same place. Hope this helps.

I went through the same thing two years ago. Don't hesitate to ask; those who don't ask always pay more.

That's all, sorry if I went on too long.

I think differently. Ask who prepared the quote and who will actually do the work.

Just leaving this note, it might be useful.

Let me share my experience. Processes without records never improve, because you don't know what to fix.

When making decisions, write down the worst-case scenario too, not just the best. If you have questions, write them; I'll answer as best I can.

Great work. In legacy systems, the most expensive thing is unknown dependencies.

Mistakes made on the maintenance agreement scope side are usually reversible but expensive. Just leaving this note, it might be useful.

We got stuck at the same point for a while. Processes without records never improve, because you don't know what to fix.

Don't hesitate to ask; those who don't ask always pay more. If I were you, I'd go this route.

i'd say don't rush. if it's your first time start small; scaling comes later.

if I were you, I'd go this route.

I've been dealing with this for a long time. Hasty decisions become decisions you have to fix six months later.

I'm also curious if anyone does it differently.

We experienced almost the exact same thing last year. Every "we'll look at it later" in a meeting means unbilled work.

If you post the result here, it will help others too.

Looking at it as a process, the picture changes. The biggest time-waster for us was not knowing who had the final say.

Ask who prepared the quote and who will actually do the work.