Drupal Support
Enterprise Drupal support services including 24/7/365 service desk, proactive Drupal core and contributed module updates, security patching and performance monitoring.
Frameworks and Certifications
Focus on growing your digital strategy knowing your Drupal platform is fully secure, performant and up-to-date.
An ISO 9001, 14001, 22301, 27001 and 27701 fully managed support service. Plus FSQS, Cyber Essentials Plus and a BPSS cleared team.
A service desk that operates according to ITIL standards with ITIL certified Service Desk Leads.
24/7 Critical incident support, day or night we're there when you need us, alongside out-of-hours maintenance deployments to suit your schedule.
An SLA based support service with hands-on account management, with fully transparent SLA reporting and check-ins on a regular basis.
Trusted by global organisations
Zoocha provide Drupal support services for organisations including Financial Conduct Authority (FCA), The United Nations, Ofsted and other large public and private sector organisations in the UK and globally.
Getting Onboard
- We start all our partnerships with a Drupal Audit ensuring we gain familiarity with your platform, identify any areas of remedial work that are necessary, and suggest potential optimisations and improvements.
- Meet the team - this would start with your Account Manager and our Service Desk Manager, but often involves a visit to our UK office to meet some of the Drupal experts that will be working on your site.
- Training - ensuring that your team knows how to get in touch with us, how to use our Jira Service Desk, find their way around our Confluence documentation and generally get the most out of the Zoocha support service.
- If we're hosting your platform, we will migrate your website onto our AWS powered cloud hosting (under your ownership) so that you can take advantage of our advanced DevOps toolset.
What's Included?
- Updating and patching Drupal Core and modules to the latest minor version
- Updating and patching all security vulnerabilities, applications and libraries
- Automated monitoring and alerting
- Immediate implementation of emergency patches or critical security patches
- Providing admin user support to answer queries about content management and site administration
- Providing advice on functional requirements and module selection
- Ad-hoc lighter development tasks outside of project work
- Design tweaks, theme updates and implementation
24/7/365 - We're there when you need us...
Zoocha operate a 24/7/365 critical incident support service desk that can be reached via our Jira Service Desk, SMS, Email or Telephone.
Related Services
Case studies
Certifications
Get in touch about your Support requirements
Drupal Support Service Overview
- ISO 9001, 14001, 22301, 27001 and 27701 certified support process from a UKAS accredited certification body
- Zoocha are registered with the Information Commissioner’s Office (ICO)
- FSQS, Cyber Essentials and Cyber Essentials PLUS Certified
- Government Baseline Personnel Security Standard (BPSS) cleared team
- Service desk operates according to ITIL (Information Technology Infrastructure Library) v4 best practice guidelines to handle issue management and resolution
- ITIL certified Service Desk Managers and Support team members
- Optional extended support hours from 9:00-22:00 for extra coverage
- Drupal support retainer agreements that provide a Critical 24/7/365 service
- Ticketing system powered by Jira
- Dedicated Account Management, Service Desk Management and Support Team
- Acquia certified developers
- Critical UK based support telephone number available 24/7
- Multi-channel call logging options (telephone/ email/ self-service)
- Out-of-hours maintenance deployments
Hosting & Infrastructure Support Activities that we undertake
- 3rd party hosting and IT service provider management
- Backups and Disaster Recovery (DR) management and simulation
- PHP, MySQL and proactive web server optimisation and management
- Platform monitoring (security, performance etc.)
- DNS management
- CDN management
- Firewall management
- AWS cost optimisation
Other Support Activities that we undertake
- Reporting against specific KPI's tailored to your needs
- Monthly service review meetings
- Website Performance Optimisation
- Search Engine Optimisation problem resolution and technical SEO audits
- Google Analytics + Google Tag Manager optimisation and configuration