What Happens During Post-Deployment Support at Normaly

This article explains exactly what support looks like in practice so there are no surprises.

Day 0: Deployment Complete

Once a Normaly service is deployed:

• The solution is live in production

• Documentation and handover are completed

• Support window officially begins

From this point forward, the system is observed under real usage.

Bug Fixes (Core of Support)

Bug fixes include:

• Logic errors discovered post-deployment

• Incorrect mappings or conditions

• Integration failures caused by real-world data

• Edge cases that were not visible during testing

Bug fixes always take priority during support.

Minor Post-Deployment Changes

Depending on your support plan, we allow a limited number of minor changes.

A minor change:

• Does not alter the overall design

• Does not introduce new business logic

• Does not expand system scope

• Does not add new integrations or flows

Examples:

• Adjusting an existing condition

• Refining a mapping

• Tweaking error handling behavior

• Updating a validation rule

If a request changes system behavior materially, it is treated as a new scope.

Health Checks (Where Applicable)

Health checks are structured reviews of the delivered system to ensure:

• Flows are running successfully

• Error rates remain low

• No unexpected failures are occurring

• Performance is consistent with expectations

Health checks are preventive by design — they reduce future issues instead of reacting to them.

Support Communication

Support is intentionally centralized and controlled.

Depending on your plan:

• Email support

• Slack or dedicated support channel

• Priority response during the support window

This ensures issues are tracked, resolved, and documented properly.

What “Unlimited Changes” Actually Means

For longer support plans, “unlimited changes” means:

• Unlimited bug fixes

• Unlimited refinements within original scope

It does not mean unlimited redesign or new features.

This distinction keeps systems stable and prevents long-term degradation.

When Support Ends

Support ends when:

• The support window expires or

• The system reaches stable, predictable operation

If additional work is needed beyond that point, it is scoped separately so changes remain intentional and well-designed.

Why Normaly’s Support Model Works

Normaly’s post-deployment support is designed to:

• Protect system integrity

• Prevent scope creep

• Reduce long-term maintenance burden

• Keep systems boring, predictable, and quiet

Support is not a crutch.
It is a short stabilization phase before the system stands on its own.