Drupal Support and Maintenance

A website is an ever-evolving entity, wouldn't you agree? Owing/administering it is an increasingly challenging “mission”! And this is where a reliable, dedicated support partner, taking this “burden off your shoulders” with a perfectly suitable Drupal support and maintenance program, makes all the difference!

We'd be honoured to become your future Drupal support and maintenance partner! Here's how we would "care for" your website once we'd step into the shoes of your personal maintenance team:
 

  1. first of all, we would perform an in-depth analysis. We will conduct an audit on your website analyzing its documentation, its current Drupal environment, its security system, its overall performance, its code base, its modules. It's only then that we can tailor a customized support/maintenance plan for you.
     
  2. we'd then share with you our recommendations, based on your website's specific needs, on your own particular requests and, on your budget, of course.No matter the size of your company/organization, whether it's a small e-commerce website selling handmade jewels or an enterprise-level one, our team is able to "scale" their own support services, too.
     


We can:

  • handle multiple Drupal properties and complex, integrated environments
  • respond to major security and scaling challenges
  • provide you 24/7 emergency support, vital for any enterprise-level entity
  • offer you extended Drupal support, designed to meet your specific up-time requirements: the Jibe Extended Support & Maintenance
  • handle all those "nasty" emergencies where a module or a theme suddenly breaks your website
  • perform ongoing performance maintenance Needless to add that we're constantly enriching the above “list” of Drupal support and maintenance specific services. Therefore, if you have any special Drupal requests, don't hesitate to share them with us!

Standard Drupal Maintenance

Our Standard Drupal Maintenance package offers you peace of mind from knowing that your web site infrastructure is secure. This package includes:

Drupal Core security updates

Drupal Contributed Modules security updates

Server maintenance and security updates to the Linux operating system and related software such as Apache, MySQL, and PHP

Access to our Customer Support Portal and connect with our Drupal experts

Extended Drupal Support

The Jibe Extended Drupal support & Maintenance is designed for more complex sites or those with more stringent up-time requirements. In addition to the Drupal services offered under Standard Support, we can provide the following services as needed:

Server monitoring (ping, SSH, disk and memory swap usage, load)

High performance and availability system design and configuration

Application optimization (CDN, load balancing, caching, etc)

You can view more details on our Drupal Maintenance & Support Plans page.

We offer monthly recurring billing which automatically charges your credit or debit card each month. You never have to worry about missing a payment or mailing a check. There are no contracts and you can cancel at any time.

 

Basic

$199/mo.

Standard

$299/mo.

Pro

$399/mo.

Elite

Call us

(416) 243-2431

Setup Fee $0 $0 $0 $0
Support for 1 Site
         
Same-Day Critical Security Updates
Monthly Security Updates
Monthly Module Updates
Monthly Broken Link Scan
Monthly Security Scan
Monthly Manual Site Check
Monthly Speed Test
         
Offline Updating
GIT Version Control
Detailed Work Notes
Testing After All Updates
Security Guarantee
Hack/Malware/Down Recovery
Daily Offsite Backups

(The website has to be hosted on our server)

 
         
Unlimited Support  
Unlimited Website Repairs & Fixes*  
Unlimited Website Updates*    
         
Average response time 24hrs 12hrs 8hrs 8hrs
Development hours     2hrs from 5hrs

Frequently Asked Questions

What versions of Drupal do you support?

All the versions newer than Drupal 5. Therefore, here at Optasy, we will develop (or migrate) your website on Drupal 6 (Drupal 6 LTS here included), Drupal 7 and Drupal 8.

Do you offer me the possibility to change my plan after I've signed up?

Definitely! Flexibility is Optasy's middle name! You can both upgrade and downgrade your current plan at any time. Feel free to contact us if you don't know how to access the billing portal, so that we can send you the link to your personal one.

Can I rely on your support 24/7?

Absolutely! It's true that we handle the bulk of our tasks during our "official" office hours, from Monday to Friday, nevertheless we're permanently "on alert", 7 days a week (so there's always someone from our team who can provide you support on weekends) 24 hours a day (if you need assistance late at night, feel free contact us: there will be an Optasy developer here to attend to you). In other words: feel free to contact us at any hour, any day, we're at your service!

Is there a time limit to the tasks you handle?

30 minutes! That's how much it takes us to keep all the customers in our portfolio properly attended to! This is the ideal time limit that we have set up for solving the tasks included in our support and maintenance plan. If a task implies more than 30 minutes from our team's work time, we will then consider it a complex "project" rather than a "task" and its solving is not included in our maintenance plan.

Still: how many support requests does "unlimited support" include?

We're happy and capable to handle a consideralbe number of reported issues. However, we do apply the "common sense" rule when handling support requests from you, our future customer, and we expect you to consider it, too.

How do I know if solving my particular Drupal problem is “covered” by your plan?

Solving Drupal problems is what we do here and, moreover: we're at your service 24/7! Therefore, instead of losing valuable time questioning yourself whether we'd be able to help you with the problem you're facing, how about just trying us? We're your team of Drupal support & Maintenance experts, so feel fee to contact us for sharing with us any occurring problems or just issues that look suspect to you! We'll be there to listen to you, to put our diagnose and to tackle your reported issue right away.

Is there a complexity limit to the tasks that the Optasy team will handle?

All our customers are our top priorities, therefore we include fixes/tasks taking up-to-30 minutes in this plan, so that no client should wait in the line for our help. All the other more complex (and therefore lengthier) issues are not covered by our maintenance and support plan.

Will you provide me support for all of my Drupal websites?

Of course! However, for each one of your websites you'll need to sign in for a separate maintenance and support plan: you can't group all of your websites (or at least not more than one) on a single plan.

"Providing unlimited support"! Is that even doable? There must be a "Catch" somewhere!

We're honest and we require honesty in return from all our customers, as well! Therefore, what we can honestly assure you of is this: we will happily handle a number of issues/Drupal problems that you detect on your website as long as this number of tasks breaks no common sense rule. When it does, don't worry: we'll let you know that you've gone over the line!

How quickly will you actually handle my requests?

Within a few hours, on the same business day! This is our strict self-imposed rule that we apply to the great majority of our tasks. However, if you contact us reporting an issue at night, we'll handle it in the following morning. As for requests that we get during weekends, it depends greatly on how urgent the reported problem is: we'll get to work and get it solved during the same day or on Monday morning.

How quickly, after I've signed up, will you assist me in my first problem?

On the very same (business) day! Signing up is nothing but completing a few easy steps and immediately afterwards you can feel free to contact our team and to report your very first Drupal problem that you want us to solve or an inquiry that you'll need to make.

How can I get in touch with you if the worst possible scenario ever occurs?

The quickest way is to send us an email at [email protected]. It's permanently monitored, so you can stay reassured: once you've alerted us through email, it will be just a matter of minutes before we "come to your rescue".

What if I won't be satisfied with your support services? Will I then get a refund?

Of course! In case you will be dissatisfied with our maintenance and support services during the first 30 days of the plan that you will have signed in for, you'll get your subscription refunded.

How do I know whether my problem's solving will take you less than 30 minutes?

Well, the best way to get a clear answer is by asking us directly, before you sign up. Nevertheless, you can as well "follow your instinct" and rely on your judgment and if you consider that fixing your Drupal problem won't take us more than 30 minutes, feel free to sign up. We'll make solving it our priority. In case we won't manage to, you will be refunded for your lost time and inconveniences.

How will you handle a situation where a theme or module breaks up my website?

“We'll roll up our sleeves” and get it fixed! Although we put all our efforts to set up the ideal context of compatibility before we run any updates on the themes or modules on your website or before we migrate it to a newer version of Drupal, we want to be honest with you, right from the start: there's no such thing as 101% certain updating process. “Expect the unexpected!"- although we take all the measures and put your website under a robust shield against unexpected issues that might result from this whole process. Nevertheless, if something goes wrong, we'll rush in to detect and fix the cause of the break up and, at the same time, to warn that module or plugin maintainer so that they can get to work right away for finding the proper patch for it. In 99% of the cases these types of bugs, version conflicts or performance are already detected by and caught in our Staging Environment, prior to the updating process that we'll run on your live site.

Will you be running future version upgrades of Drupal on my site as part of this plan?

No, we will not and here's why: upgrading from Drupal 6 to 7 or from Drupal 7 to Drupal 8 is a truly complex process which will affect the in-depth architecture and whole ecosystem of modules on your site. It's not just a matter of running some updates and handling minor version conflicts: we might then run the risk of not having the same modules available in the newer version of Drupal and this calls for a time-consuming “marathon” of re-coding and rethinking through your website's entire functionality. These 3 versions of Drupal (6,7 nd 8) that we support here, at Optasy, differ greatly in theming layers. In a nutshell: running major version upgrades it's not a matter of installing and then fixing minor compatibility errors. It's a far more complex process and the best context for running it and for guaranteeing it all the needed time and resources is when you decide to redesign your website. In other words: our proactive maintenance plan covers strictly code and security updates specific to the version of Drupal that your website's currently using!

What type of work isn't included in this plan?

Our team of Drupal experts at Optasy is here to provide you all the maintenance services that your website needs, to run all the necessary code and security updates and to handle the small fixes. Therefore, as you can see, this list excludes services such as PSD to Drupal conversion, custom web development, SEO, providing content for your website, PPC, hosting and pretty much any other web development-related task requiring more than 30 minutes to get it done. Don't hesitate to pop a question if you're not sure whether the type of work you want us to do for you is covered by this plan or not!

How about affiliate programs? Do you have one at Optasy?

Yes we do! For all the details you need please check out our affiliates sign up page.

I still have a question/query that you haven't Answered to here? How do i get it answered?

Feel free to use our above-mentioned email address ([email protected]) or our contact page for sending us your specific question and we'll get back to you right away.

Clients

In Good Company
Regulation Room
Latina
Plan Youth
BiblioCommons
ReliefWeb
The Latin Kitchen