Support and maintenance

Support & Maintenance

Web support and maintenance is important for any business. A well maintained website positively reflects your brand and can have a big impact on your products and services. A site that’s full of broken links, old content, dead pages and errors does nothing to maintain the interest of your community. 

Our in-house team support and maintain business critical websites for many of our clients including Business in the Community, Teach First and UK Trade and Investment. The care and importance we place in supporting and maintaining our clients’ websites is a fundamental part of our ethos to provide an efficient platform where communities can continually grow and learn.

Support

Our commitment is to:

  • Provide help desk support during our standard opening hours of 9:30 to 17:30, Monday to Friday. 
  • Acknowledge tickets within two hours.
  • Resolve standard support requests within 48 hours.

We also use a ticket management tool for communication and have a ‘known errors log’ to check if we have encountered challenges previously.

Deliverables

Everyone has different requirements and we will tailor a support and maintenance package that’s designed specifically for you. Deliverables could include:
 

  • Help desk
  • In-house fully skilled support team
  • Ticket management tool
  • Knowledge base
  • Fixed SLAs
  • Emergency support
  • Service availability monitoring
  • Application maintenance
  • Infrastructure and database support
  • Security and performance management 
  • Drupal core and contributed codebase updates
  • Search optimisation
  • Spam and Content Management

Maintenance

We are proactive in our approach to maintaining your Drupal website and use Drupal Scout to keep on top of security patches for Drupal core, contributed modules, themes, and distributions.

How we work

Our team all use an online time management system that clearly indicates how long we spend on each task. If it only takes 20 minutes, we’ll only record 20 minutes.

At the end of each month you’ll receive a report that clearly outlines the work carried out and an honest record of how long each component takes. 

We’re completely flexible with all our support and maintenance packages and more than happy to answer any questions you may have.