After launch, content updates, maintenance, and inquiry handling become ongoing work. A clear operating arrangement identifies who requests work, approves it, implements it, and coordinates when something goes wrong.
“The supplier handles maintenance” needs further definition. Start by separating types of work, then agree on responsibilities and communication.
Distinguish content, technical, and business ownership
Marketing can determine whether content meets local business needs and who follows up on inquiries. Global brand and IT teams participate according to internal requirements. The supplier handles the implementation and support defined in the agreement.
The following is a starting point for discussion, not a fixed allocation:
| Work | China marketing | Global teams | Delivery or support partner |
|---|---|---|---|
| Content updates | Request and confirm local content | Review brand or global content where needed | Edit, implement, and support publishing |
| Product information | Coordinate factual and local review | Supply or approve global source information | Update approved content |
| Technical changes | Explain business priorities | Review relevant system requirements | Propose and implement agreed changes |
| Website issues | Report symptoms and business impact | Support systems under their control | Investigate the agreed scope and escalate |
| Inquiry handling | Assign recipients and follow-up | Coordinate global routing where needed | Support agreed forms and delivery workflows |
Each activity needs an owner. Where several people contribute, identify who consolidates feedback and moves the decision forward.
Describe maintenance as specific work
A support arrangement should identify the websites, systems, and functions covered, together with the included content and technical work.
Agree on support hours, issue priorities, response targets, and how additional requests are handled. An initial response and service restoration are different. Define escalation when resolution requires headquarters or a third-party provider.
New pages, feature extensions, and larger redesigns can be planned separately, making their impact on routine maintenance, cost, and timing visible.
Assign ownership beyond the inquiry form
Once a visitor sees a successful submission message, the business process continues. Confirm where information is stored, who can access it, how it is assigned, and who covers an absent recipient.
A maintenance partner can support forms and information delivery within scope. The business team owns qualification and follow-up. Test the full journey using clearly identified test data, verifying storage or receipt as well as the interface.
Prepare handover information early
For both an initial delivery and a supplier change, organize:
- Domains, hosting, and related services;
- Account ownership, permissions, and access transfer;
- Source code, deployment notes, and publishing procedures;
- Content update and approval arrangements;
- Backup responsibilities and recovery information;
- Known issues, outstanding work, and external dependencies.
Transfer credentials through an agreed secure method. Where information is missing, document the gap and its implications before confirming the handover plan.
Review the arrangement against actual work
Periodically review completed updates, unresolved issues, recurring incidents, and upcoming changes requiring global involvement.
Growing demand may call for a revised scope. Work that remains unapproved may need a clearer decision owner. Update the support arrangement as the work changes.
An effective operating record lets the China team, headquarters, and supplier see what needs attention, who owns it, and what happens next.