The verdict in three sentences
Most bad client-agency experiences stem not from technical quality but from vague contracts on code ownership, deadlines and maintenance. Asking ten precise questions before signing turns a quote into a verifiable commitment. In 2026 in Amsterdam, this diligence takes an hour and avoids thousands of euros in change orders at a 400-650 EUR day rate.
The 10 questions and why they matter
Each question closes a grey area. Score the answer: a serious agency replies in writing, without dodging.
| # | Question | What a good answer contains |
|---|---|---|
| 1 | Who owns the delivered code? | You, full assignment, guaranteed export |
| 2 | What technical stack? | Standard, non-proprietary tech |
| 3 | Contractual deadlines? | Schedule with dated milestones |
| 4 | Late penalties? | Priced clause (e.g. 1 %/week) |
| 5 | Exact maintenance scope? | List of acts included/excluded |
| 6 | Response SLA? | Restore time in hours |
| 7 | Hosting and GDPR? | EU, signed DPA, backups |
| 8 | Verifiable references? | 3 reachable B2B clients |
| 9 | Cost of changes? | Stated day rate: 400-650 EUR |
| 10 | End-of-contract portability? | Code + database + docs export |
The scoring grid
Do not trust impressions: score each agency 0 to 2 per question, weight, compare. A total under 12/20 should raise a flag.
| Block | Questions | Weight |
|---|---|---|
| Ownership & portability | 1, 10 | 25 % |
| Deadlines & penalties | 3, 4 | 20 % |
| Maintenance & SLA | 5, 6 | 20 % |
| Compliance & security | 2, 7 | 15 % |
| Proof & change costs | 8, 9 | 20 % |
An agency that refuses to price penalties or assign the code puts you in a dependency position: that is an exit signal.
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Mini case study
Mark, a purchaser for a trading SME in Amsterdam, applies the grid to two finalist agencies. Agency A, 3,000 EUR cheaper, refuses to assign the source code and states no late penalty: it scores 10/20. Agency B assigns the code, guarantees a 4-hour SLA and prices changes at 550 EUR/day: it scores 17/20. Mark picks B. Six months later, a supplier delay triggers the penalty clause, saving him 1,200 EUR, and code ownership lets him switch vendor without rebuilding the site — an asset worth an estimated 8,000 EUR.
FAQ
Why demand code ownership? Without it, you cannot switch agencies without rebuilding the site. Full code assignment and database export are your portability guarantee and are worth several thousand euros.
Are late penalties negotiable? Yes, and a confident agency accepts them. A typical clause is 1 % of the amount per week of delay, capped. A flat refusal signals poor control of deadlines.
What exactly should maintenance cover? Security updates, fixes, backups and small changes. Require the list of included and excluded acts: without it, every request becomes a quote at 400-650 EUR/day.
How do I check references? Ask for three comparable B2B clients and call them. Ask about deadlines met, responsiveness and cost transparency: it is more reliable than any portfolio.
Do I need a DPA for GDPR? Yes if the agency processes personal data. Require EU hosting, a signed data processing agreement (DPA) and a documented backup policy: it is a legal obligation, not an option.
Let's scope your project. Send us your short-list or criteria: we answer the 10 questions in writing and quote transparently, code ownership included. Detailed quote within 48 h. WhatsApp +221 77 596 93 33.
Mohamed Bah
Fondateur, Kolonell
Passionate about digital and entrepreneurship in Africa, Mohamed has been helping Sénégalese businesses with their digital transformation since 2020. Founder of Kolonell, he believes every SME deserves a professional and accessible online présence.
