Both the support and maintenance covers the following standard services:
Importantly we must deal with UI/UX designs, tweaks (minor), dashboard change requests,
raising the ticket to domain/hosting server, technical support team availability at office hours, giving suggestions on improvement areas,
timely business assistance, looking into safety, security, updating software/plugins, responding to tickets (queries), resolve the bugs, backups, updating login credentials etc
The project managers, team leads will be direct touch with clients or its representatives. We always follow the agreement standards and get the approvals before update from prelive to live server.