nuclearcat wroteInteresting topic!
You need to explain them, that any extended warranty come with costs.
Do they expect if they buy car, appliance, electronics it will run forever and repairs are free?
If they keep refusing, if you are expecting new orders - just think if you can add this support costs to new orders, if no new orders expected - just tell them bye bye, if they dont want to understand.
But always define "warranty terms" for your product, you can redirect blame also on hosting, if they upgraded php.
Back then I was vague. I promised "free support for a reasonable time".
I think that after 5 years I should be charging.
Another thing that I did not consider back then: I realized that I do not agree with the work and ideology of at least one company.
So as a business I will not just refuse to work with them but I will raise my prices because I do not want to do charity work. Like you said, if they do not like it, bye bye!
Yes the blame was on the hosting, they upgraded without warning anyone and I had to work in urgency to "fix" it, which I did relatively quickly. The codebase is small and the upgrade to PHP7 is simple, a matter of a few replaces or short rewrites.
What took the most time was setting up the environment and debugging PHP.
To be fair I actually charged them for that so I cannot complain.
Their whole site needs a rewrite, this is what I would like to be working towards.
They complain that the "situation is not good" but you know what, we live in the same situation!
Anyway thank you, good advice!