Custom software
Custom software is an application built for one customer, around the way that customer works.
What the engagement includes
The application can be a web app or another custom app. Automation that removes a repeated task is part of the same engagement.
A native app is included when the project needs one. It is not a separate shop.
Where packaged tools stop
Off-the-shelf tools stop at someone else's workflow. They also leave the same facts to be entered again.
When you need custom software starts from that limit.
What custom software is not
This is not computer repair, not IT support, and not a product you subscribe to.
When you also need a public site
That offer is a website.