Maintenance Plans

Purpose and Scope

The purpose of this SOP is to outline the process for monitoring, cutting, and notifying clients about their Maintenance Plan hours. This ensures transparency, effective communication, and adherence to contractual agreements.

This SOP applies to all team members responsible for managing client Maintenance Plans and tracking development hours.

Definitions

Maintenance Plan: A contract that provides clients with ongoing app updates, fixes, and support outside their original scope or warranty period.
Cutoff: The weekly process of reviewing and updating the client’s remaining hours.
Plutio Time Sheet: The tool used to monitor and record the hours spent on client tasks under their Maintenance Plan.

Maintenance Calls: The amount of calls is dependent on the plan.

Type of Plan	Hours	Recurrence of Calls
Basic Package	8 hours	1 call per month with PM and 1 sprint of development
Standard Package	16 hours	2 calls per month with PM and 2 sprints of development
Premium Package	24 hours	3 calls with PM and 3 sprints of development
Growth Package	40 hours	4 calls with PM (one per week) and 4 sprints of development

Procedure

Track Development Hours
- Monitor the hours used by each client in Plutio’s time sheet.
- Ensure all hours are logged accurately and correspond to activities outlined in the Maintenance Plan.
Weekly Cutoff (Tuesdays)
- Review the hours used by each client.
- Update their timesheet to reflect hours used and remaining hours for the week.
Update Client Information
- Create a Task in Plutio:
  - Title: "MONTH and YEAR"
  - Description: Include the cutoff date (MM/DD/YY), hours used, and hours remaining.
- Comment on the Task:
  - Share the same details (used and remaining hours) in the task’s comment section to notify the client.
- Send an Email:
  - Include the updated task and timesheet details in the email.
Communicate Hour Usage
- Regularly check for plans approaching their hourly limit.
- Notify clients in advance when hours are running low to ensure continuity of service.

Responsibilities

Project Manager
- Oversee the cutoff process, ensuring all tasks and notifications are completed on time.
Executive Assistant
- Provide the cutoff sheet every week, and email the client.
Business Analyst
- Monitor client hour usage and ensure proactive communication about remaining hours.
Development Team
- Accurately log all hours spent on Maintenance Plan tasks in Plutio.

Exceptions and Special Scenarios

If hours are depleted mid-week, notify the client immediately and discuss options for additional hours.