Support

Why do you need support?

All websites, big or small, experience technical difficulties at one time or another. The problem may be as simple as a mistake in the content that has been entered. Unless you have the technical ability to find and diagnose the problem yourself even a simple problem can cause a big headache. That is why it pays to have an insurance policy in place.

Who do we support?

Our Drupal support plans have been designed to offer peace of mind for owners of Drupal websites, no matter what the size or complexity of the deployment. What is more they are available to all businesses with a Drupal website, not only those that we have implemented.

What do subscribers get?

As a subscriber to one of our Drupal Support plans you get access to our dedicated support desk. You will be able to make use of our support services via our web portal, email or phone depending on the plan that you take out. Our first line support staff are all Drupal trained and are purely focussed on issue resolution. In turn, they have access to the 2nd and 3rd line support teams which are made up of experienced Drupal developers and themers.

All our support services are covered by clearly documented procedures and SLAs. Full details are available in our support handbook which is available on request.

What do we support?

We have made our support service as inclusive as possible. This means that we not only support technical issues such failures of the system or code bugs but also user generated issues such as layout problems with content.

We will always try to fix issues in contributed modules ourselves before going back to the module maintainer for a resolution. If an issue is found with the core Drupal code then we submit the issue to the Drupal bug queue whilst retaining ownership of it. This ensures that any core fixes we make do not affect future upgradability.

We also offer advice

If you have a question that is not necessarily a support issue then we also offer our subscribers advisory support days. The purpose of advisory support is to offer our customers the benefit of our experience on items such as:

• Future site development
• Changes to content types
• Implementation of additional modules
• Search Engine Optimisation

You can purchase advisory support by the half-day.