Hi,
I am working for a small-to-medium business and we have hundreds of websites out there and with a considerable percentage of those, we have a service contract set up. We're coming from WordPress and we did the switch to PW in 2021. So, still today, the majority of our long-running service contracts are about WordPress sites, trending down fast though.
We're offering our clients a few things in our service contracts:
Basic guarantee that their website will run and continue to run in an ever-changing environment of servers and technologies.
A predefined amount of free hours to work on the website, which even includes minor design changes, adjustments and even small new features. Bigger undertakings require a new project contract though.
Reduced hourly rates for work on the website if the hours go over the amount predefined in 2, using the same conditions as in 2.
I have to say though that we have a LOT of clients who simply DO NOT WANT to edit their own site but have us do it for them. That's why for them, especially the second and third point above is a big plus and is also the main reason we're designing our service contracts like this. For WordPress sites, point 1 consists of updates, backups and health checks which we do in regular intervals spread out across the whole year. For ProcessWire, it's just backups and health checks and thus on average lower predefined hours in 2.