Questions tagged [client-support]

For questions related to support of any kind supplied to a client as part of a freelancing job/project

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How can a company protect itself from technological theft when bringing on a freelancer?

If I was to bring a freelancer to my team there is the concern for technological theft. There are plenty of platforms that allow for hiring freelancers but with our companies profit margins being ...
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1 vote
0 answers
23 views

What should I do when handling setting up a host for my client? [duplicate]

So after a lot of learning, I've been making moves to get into making brochure websites for clients, but I'm doubtful as to what the best way to handle setting up the host financially for my client. ...
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0 votes
4 answers
151 views

Client continuously wanting me to justify my work

In 2019 I created an online store for a friend of the family that knew I was in the business. From the get-go, I knew how this project would turn out as the very first thing I was asked was a discount....
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2 votes
4 answers
179 views

Safest way to send Credit Card information when communication is through email

I'm a freelancing web developer and want to offer clients a complete setup of all services, including account creation and service subscription so I can give them the end product without them having ...
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1 vote
0 answers
32 views

Refer to a Freelance option in upwork could improve my score?

I am relatively new at upwork.com and since my first invitation to interview and work done, I have to received more invitations to interviews, So I have to ignore some but I think that if I ignore the ...
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4 votes
1 answer
74 views

How to reject a project that does not fit with my skills or goes beyond my skills in order to keep your client for future projects?

I am having problems with how to reject this kind of project for my clients. As an example, a recent client that weeks ago I did a C Project for him arrives again days ago needing help in a project ...
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7 votes
3 answers
113 views

How to work with a micro-manage client

I have work with a client for nearly a week and I am really stress to cooperate with him. I apply for a blog writer for this job through a freelance platform. I have a feeling of being controlled, he ...
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4 votes
3 answers
118 views

Can I ask my full-time freelancer to help me with personal work?

I am a first-time employer, and recently hired a freelancer for a full-time job with the job title "Need assistant for a monthly contract requiring stock trading/finance-related work". In ...
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  • 143
3 votes
3 answers
189 views

Freelancer theft of client's property and non-shipment (US client, India freelancer)

I posted a basic hacking investigation job on Upwork and one of the people who applied seemed to be an excellent candidate. His cover letter informed me that he was USA licensed and certified, had ...
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  • 31
1 vote
2 answers
105 views

Client is asking me to add an item to an invoice that I haven't charged for or work for, it is right for me to add it?

I have a client for which I designed a presentation for a fixed price. I sent an initial invoice and got paid. No problem there. Sometime after he requested an editable version of the invoice because ...
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2 votes
1 answer
70 views

Recurring payments

I'm a new mobile app freelancer and i'm about to win a new client. They are going to pay me hourly based. But they asked me how much i'd charge them if they need support in the future. How should i ...
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3 votes
2 answers
187 views

How to help a client understand that 16-hour effort doesn't mean deliver the next day?

I've recently quoted a client on a project for 16 hours of effort. I've told him that I can deliver the work in 3 weeks time. However, he took the 16 hours of effort literally and expected me to ...
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1 vote
1 answer
103 views

Client requesting things out of my domain in the name of maintainance

So, I happen to develop an inventory management system for a local store. The main owner (An old timer non-techie) of the store was reluctant about the idea, but his son was the one who wanted the ...
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  • 155
1 vote
1 answer
568 views

Can a client sue when I removed the work I did after they didn't pay

I was doing a website for a client. They paid in full for the services and I didn't have any issues with the service/payment. He then later asked for additional work, which was not a part of our ...
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  • 466
-1 votes
1 answer
97 views

What to do once the project goes live?

I'm looking for advice on the best way to service my client once their project goes live while avoiding any potential pitfalls. The product is a custom software solution that is cloud hosted. During ...
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1 vote
3 answers
249 views

How to deal with clients that ask for new features in the middle of project?

One of my main problem with freelancing is that some of my clients ask me to add new feature in the middle of project when we have reached an agreement about tasks and price. So basically I'm adding ...
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1 vote
2 answers
81 views

Being safe as a client

The title may not be the best thing to describe my question and I apologize for that I am a client with a project that is basically a private social network, the project is aimed at a certain family ...
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2 votes
3 answers
179 views

small web project, is it reasonable to not meet with the client?

Some background info: I accepted a freelance task. That is very small. Probably 3-5 hours of work in total. I'm a female developer. I stated in my email that I require a small percentage of the agreed ...
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2 votes
1 answer
57 views

What should be included in an I. T maintenance retainer?

I'm looking to start offering maintenance retainers for my customers. I'm trying to understand how I can charge customers and what to charge them for. For example, one of my clients has 3 sites ...
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-1 votes
1 answer
44 views

Guides for clients to learn to save files to online cloud storage

Every once in a while, I get a client who keeps sending me files over text and email and all kinds of other means. It becomes a mess and when I bring up that it takes 20 minutes to find all the ...
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  • 544
3 votes
1 answer
117 views

How to determine pricing for Freelance Web Hosting For VERY Large Corporation

I'm a creative freelance who has been scoring bigger and bigger clients. My invoices have significantly jumped and business is getting good. I have a VERY large corporation who wants me to host a ...
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6 votes
2 answers
211 views

Controlling stress associated with maintenance services

I'm considering getting into computer maintenance. There is a firm which I'm working with who have a few sites for which I have set up the computer infrastructure. In computer maintenance; I've heard ...
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5 votes
1 answer
162 views

Raise price of hourly rate for existing client

I took on some work for a client when I first started using Upwork and I was also in a full time job. The rate I quoted for the work was low ($55 AUD per hour) but I felt it was a good price at the ...
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  • 403
1 vote
2 answers
1k views

Freelance contract for international clients

I've recently picked up a client in Australia, while I am US based. When outlining the work to be done and setting up the contract, is there any differences that need to be made? Will the contract be ...
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5 votes
2 answers
150 views

When is a job too small for meetings?

As a graphic designer, not all of the jobs I take on are that big. A lot of the time it may just be a couple days work. But I find a lot of clients want to meet up to discuss the project in detail. I'...
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5 votes
3 answers
402 views

Freelance programmer's monthly fees, expectations too high?

Recently I started freelancing as a full-stack developer in Brazil and it's been very good so far, but I am a little stuck on this one client. By far my biggest client yet, they want a customized ...
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  • 345
0 votes
2 answers
79 views

Can't support the project anymore - Can I give it to someone else?

I contracted with a client and the contract included 6 months of free support after releasing first version. The client is requesting more features (of course I'm getting paid), but because of school ...
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  • 103
3 votes
6 answers
123 views

Should I Provide Free Support for Sometime

I completed one of my Android App Recently, I provide him with Free Support of 1 Month after going live on play store, and then I will charge him after the free period. Is it the good practice. Should ...
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0 votes
3 answers
2k views

Client asking for a refund of advance payments for an uncompleted project

I am from India. I have worked on a project from a software consultancy company here in Mumbai, India. I started the work after receiving an advance payment, but soon the client started to change his ...
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1 vote
1 answer
343 views

Advice writing my first SLA

I have been a web developer for quite a few years now, all my clients being acquaintances or similar. I now have a more formal client that I have recently created a website for. They are interested in ...
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  • 123
-1 votes
1 answer
49 views

Web Troubleshooting Email Template?

I have an issue that im sure most other web development people have which is trying to answer vague emails about website or email issues. Trying to get details such as an exact page URL or a scenario ...
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2 votes
1 answer
476 views

I'm a 'freelance' web developer / considering hosting client websites as reseller (or not) - opinons wanted on reseller accounts

I worked for a small / local web development company whose owner retired about 2 years ago. The previous business offered hosting services (which, set up years ago was done in a shared hosting ...
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5 votes
1 answer
115 views

Hired for work but problem was fixed by the client's hosting

I'm in a dilemma if I should charge a client or not. First off, I was hired by a client to fix their site. I have very limited access on their site and their hosting is very poorly managed by a ...
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  • 327
4 votes
3 answers
150 views

How do I increase efficiency in client communications without seeming impersonal?

I find myself with the enviable problem of having more work than time, and as such, I'm attempting to steamline tasks and increase efficiency, along with raising my rates. One issue that has cropped ...
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  • 503
3 votes
1 answer
162 views

How to deal with a lying customer?

I'm a freelancer and deal mostly with web, a client of mine has hired me to deal with a monthly newsletter: improve the deliverability and the message itself, I signed up for a popular online service (...
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0 votes
2 answers
66 views

How to tell approach to project?

I bean asked in freelancing website to tell (for an android project) brief description of HOW I would go about implementing the project and outline of how you would approach the project What ...
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2 votes
3 answers
78 views

Searching document shared by clients

One of the people who works with me has complained that a lot of clients are sharing documents with her in different "cloud" storage systems (e.g. OneDrive, DropBox, Google Docs). Because there are ...
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2 votes
2 answers
172 views

Got a contract, but the code isn't the best, how do I proceed?

I've recently gotten a contract for me to integrate an API with an AngularJS frontend, I'm quite new to freelancing and I've only got roughly two projects under my belt, all be it larger than normal, ...
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  • 239
1 vote
4 answers
110 views

Quality online tool to visualize my availbility in the simplest manner?

OK, I may have overly complicated the title. But here is my issue. I sometimes work alone, sometimes as a team of 3. Either way, I have to keep track of all time that has already been booked and time ...
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  • 14.2k
-1 votes
4 answers
208 views

How to control the clients sales funnel?

I receive job offers from here and from there, introduce myself to potential clients on jobs sites, via email and so on. I can keep 1-3 potential clients in my head at a moment. When I receive, say, ...
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3 votes
2 answers
252 views

A tool to communicate with a client that's better than e-mail

I'm working on a project for my client. I need to communicate daily with them on many different aspects of the application. At the beginning, e-mail was enough, but after a month there are few ...
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  • 133
0 votes
2 answers
119 views

Is advisable to give training for a software of mine for free as an added value?

I'm a programmer and I developed an ERP (invoice/accounting software). I wondering if giving training for free to my customers can be seen as an added value or they can think it is of little value (or ...
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  • 489
4 votes
2 answers
2k views

How to handle a disgruntled client who tries to ruin your reputation online?

I am running a small website design and development company, We have done a project for one of the USA based client. Based on my experience, more than 95% of the clients are good, but at least you ...
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  • 251
4 votes
4 answers
221 views

Should I debug application on customer server if it wasn't previously discussed as part of the job?

I did create for customer webcrawler application. It's running fine on my local server, although customer asking me to debug application on his server, because there is exception thrown on product ...
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6 votes
1 answer
124 views

Legality of providing freelance support for a product which my current employer previously supported

I currently provide technical support for a very niche product sold by a relatively big-name company (at least within this particular industry). However, they are planning on ending support in a ...
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  • 163
1 vote
2 answers
578 views

Client is not paying for my work

I know it is very common problem that client doesn't pay for the work done. But in my case Client is not a company, he is an individual. I gave him support for his work. I already told him that he ...
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6 votes
5 answers
349 views

How do I determine support rate if not previously negotiated?

Last night, I provided support to a recent customer by setting up their small business's email address to be read within an email client. I had already done this on one of their devices as part of the ...
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4 votes
1 answer
279 views

How many hours of free transition/exit time should I give a client who just ended a long term contract?

We recently came to the end of a 6 month hourly contract (at about 25 hours per week). The client and my company discussed renewal, but the sticking point became our hourly rate. The client wanted us ...
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  • 499
6 votes
3 answers
156 views

How Much Information is Enough Information?

I've dealt with a few clients over the years who have wanted, understandably, to stick with the project at every turn. For the most part I haven't had any issues with that, but when I start hitting a ...
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12 votes
4 answers
369 views

I.T home support - protecting myself

I'm looking to get some extra work and start my own I.T support business for home users only. Examples of work: - Working on computers in front of the client - Clients drop off computers, I fix them, ...
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