The Checklist for Custom Software Maintenance and Support

Custom software development doesn’t end after launch. Ongoing maintenance and custom software support are crucial to ensure that your software stays secure, reliable, and aligned with user needs. Even if you hire a custom software development firm, you still should be aware of the custom software maintenance and support checklist. Whether you're a business owner, project manager, or part of the IT team, this checklist will help you stay on track. In order to help you understand and utilize this custom software maintenance complete checklist efficiently, we have also structured the checklist in a way that includes primary key notes for every single tip. 

1. Performance Monitoring and Optimization

One of the most important tasks in maintaining custom software is to make sure it runs smoothly over time. You’ll want to regularly assess how well the software performs under real-world usage.

Key Points:

↣ Set up tools to track response times, memory usage, and server loads.

↣ Analyze load test results after each major update.

↣ Optimize database queries and remove bottlenecks.

Note: Don’t wait for users to report slowdowns. Be proactive in monitoring, especially during high-traffic periods.

2. Bug Fixes and Error Handling

No software is completely error-free. Bugs may appear post-deployment, especially when software interacts with real users or third-party systems.

Key Points:

↣ Maintain a bug tracking system (like Jira or GitHub Issues).

↣ Prioritize bugs based on severity and user impact.

↣ Set SLAs (Service Level Agreements) for response and resolution times.

Note: It’s wise to categorize bugs as critical, major, or minor, so your team knows what needs immediate attention.

3. Security Updates and Vulnerability Patching

Cyber threats evolve constantly, and outdated software can become an easy target. Regular security updates are a must to protect both your business and your users.

Key Points:

↣ Perform code audits quarterly or after major changes.

↣ Update dependencies, libraries, and frameworks to their latest stable versions.

↣ Enable automatic patching where possible, especially for third-party tools.

Note: Subscribe to security mailing lists for your tech stack (like Node.js, Django, or Laravel) so you stay aware of newly discovered vulnerabilities.

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4. Backup and Recovery Planning

Data is everything in custom software. If something goes wrong, having backups and a recovery strategy can save your business from major losses.

Key Points:

↣ Set automated daily or weekly backups (based on how often your data changes).

↣ Store backups securely in multiple locations, cloud and physical, if possible.

↣ Test your restore process at least once every quarter.

Note: A backup plan is only useful if it works. Don’t skip the testing step.

5. Compatibility with OS, Browsers, and Devices

As users upgrade their devices and operating systems, your software should remain compatible with new versions and screen sizes.

Key Points:

↣ Test your software on major browsers and mobile devices.

↣ Update the user interface to stay responsive across new screen sizes.

↣ Keep an eye on platform-specific changes (like iOS or Android updates).

Note: Compatibility issues are one of the top reasons for user drop-off. A broken feature on one browser can affect your overall credibility.

6. Software Documentation Updates

Outdated documentation can slow down your team and confuse users. Keeping it fresh makes troubleshooting and onboarding easier.

Key Points:

↣ Update developer documentation after every major update or code refactor.

↣ Review user manuals or help guides regularly to match the current UI/UX.

↣ Store documentation in a shared, easily accessible location.

Note: Good documentation reduces custom software support tickets and speeds up development cycles.

7. License Management and Renewals

Custom software often includes third-party tools, libraries, or plugins that require licenses. Tracking these ensures uninterrupted service.

Key Points:

↣ Maintain a central list of all active licenses and their expiration dates.

↣ Renew or replace licenses before expiry to avoid compliance issues.

↣ Monitor usage limits if you use tools with tiered plans or quotas.

Note: Some licenses auto-renew, but others don’t. A missed renewal can cause unexpected downtime or legal trouble.

8. Change Management and Version Control

Software is never truly “done.” As business needs evolve, your software should too, but changes should be made carefully and systematically.

Key Points:

↣ Use a proper version control system (like Git).

↣ Keep a changelog for transparency on updates.

↣ Implement a formal review and testing process before merging changes.

Note: Avoid making direct edits to production code. Always use a staging environment for testing first.

9. User Feedback Collection and Analysis

User feedback is a goldmine for uncovering both bugs and ideas for improvement. Having a system in place to collect and act on this data is essential.

Key Points:

↣ Embed in-app feedback forms or link to surveys.

↣ Monitor app store reviews or support tickets for patterns.

↣ Create a feedback loop between support and the dev team.

Note: Not all feedback needs to be acted on, but common themes should never be ignored.

10. Regular Testing and QA Cycles

Maintenance without testing is like driving without headlights. Continuous quality assurance helps prevent issues from reaching end users.

Key Points:

↣ Schedule regression testing after every release.

↣ Automate testing where possible (unit, integration, UI).

↣ Perform manual testing for key user flows.

Note: Automation saves time, but it can’t catch everything. Human testers still play a critical role.

11. System Uptime and Downtime Tracking

Even minimal downtime can lead to lost revenue or reputation. Tracking uptime and investigating outages is essential.

Key Points:

↣ Use monitoring tools like UptimeRobot or New Relic.

↣ Set up alerts for unusual downtimes or server issues.

↣ Keep a downtime log with explanations and resolutions.

Note: Share uptime stats transparently if users rely heavily on your system. It builds trust.

12. Legal Compliance and Data Privacy Checks

With data regulations evolving worldwide, your software must continue to comply with laws like GDPR, HIPAA, or local data mandates.

Key Points:

↣ Regularly review consent mechanisms and privacy policies.

↣ Mask or encrypt sensitive user data where needed.

↣ Ensure data storage and transfer remain compliant with laws in your region.

Note: Legal compliance isn’t a one-time setup. Revisit your policies and backend practices annually or whenever the law changes.

13. Resource Scaling and Infrastructure Review

As your software grows, so will the demands on its infrastructure. Failing to plan for this can lead to performance issues.

Key Points:

↣ Track server usage and bandwidth.

↣ Upgrade cloud plans or scale horizontally when traffic increases.

↣ Archive old logs and unused data to improve performance.

Note: Talk to your cloud provider about autoscaling if your usage patterns fluctuate.

14. End-of-Life Planning for Features or Versions

Sometimes, features outlive their usefulness or become too costly to maintain. Planning their retirement is part of smart software upkeep.

Key Points:

↣ Identify outdated or unused features through analytics.

↣ Communicate phase-out plans to users in advance.

↣ Offer alternatives or upgrades where possible.

Note: Remove deprecated features carefully, as they may be relied on by power users.

Why Partner With Resolve Digital for Ongoing Custom Software Maintenance?

Resolve Digital helps you build software and helps you keep it running at its best. Our team is deeply experienced in long-term software maintenance and support, making sure your systems stay secure, optimized, and aligned with your business goals. We believe that great software is never a one-and-done project. It’s something we continue to refine, protect, and improve alongside you. If you're looking for a reliable partner to manage and support your custom software, contact us today, and we can discuss things further on a free strategy call!