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Software contracts can be confusing, especially when it comes to what happens after delivery. Warranties and support are related but distinct concepts, and mixing them up often leads to disputes. This FAQ breaks down the essentials so you know what to ask for and what to expect.

What Is a Software Warranty?

A warranty is a promise from the developer that the software works as specified. It typically covers defects such as bugs, crashes, or failures to meet the agreed functional requirements. If the software doesn't conform to the specification, the vendor is usually obligated to fix it at no extra cost within a defined period.

Warranties are usually limited in time — often 30, 60, or 90 days after delivery — and they apply only to the software as delivered, not to new features or changes you request later.

How Is Support Different from a Warranty?

Support is an ongoing service, not a promise about quality. It covers help with using the software, troubleshooting, updates, and minor fixes after the warranty period ends. Support is usually sold as a subscription or annual contract, often priced as a percentage of the license or development fee.

In short: the warranty covers defects in what was promised; support covers everything that happens in day-to-day use, including user questions and environment changes.

What Should a Warranty Clause Include?

A strong warranty clause is specific rather than vague. When reviewing a contract, look for:

The warranty duration and when it starts (at delivery, acceptance, or go-live)
What counts as a defect — ideally tied to agreed specifications or test results
The remedy: fix, replace, or refund, and in what order
Exclusions, such as third-party components, customer modifications, or unsupported environments
How defects are reported, verified, and escalated

Without these details, "warranty" can become a meaningless word in a dispute.

Common Exclusions to Watch For

Most warranties exclude problems caused by the customer's own actions. Typical exclusions include modifications made by third parties, use on operating systems or hardware outside the documented requirements, and failures caused by integration with other software the vendor didn't build. Third-party libraries and open-source components are often covered only under their original licenses, not by the vendor's own warranty. Read these exclusions carefully — they define the real limits of your protection.

What Levels of Support Are Typical?

Vendors commonly structure support into tiers based on severity, each with its own response time. A typical framework looks like this:

Critical — the system is down or a core function is unusable; response within hours, workaround or fix targeted within a day.
Major — an important feature is broken but a workaround exists; response within one business day.
Minor — cosmetic issues or small bugs; response within a few business days.
Questions/how-to — usage guidance with no defect involved; handled during business hours.

Response time is not the same as resolution time. Clarify both, and ask what happens if a deadline is missed — some contracts include service credits or escalation procedures.

What Questions Should You Ask Before Signing?

Before committing, ask the vendor a few pointed questions: How long is the warranty, and what exactly does it cover? Is acceptance testing required before the warranty clock starts? What does the support contract cost after the first year, and does it include updates and security patches? Who owns the code, and can another developer maintain it if the relationship ends? What are the response commitments for each severity level?

Getting clear answers in writing — not just verbal assurances — is the difference between a smooth post-launch experience and a frustrating one. If a vendor is reluctant to put these terms in the contract, treat that as a signal worth investigating before you sign.

FAQ: Everything You Need to Know About Software Warranties and Support