Collective

We’re a worker-owned agency that designs, builds and supports websites for organisations we believe in.

Support and Maintenance

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We understand the value of reliable and responsive support and maintenance services. 

We currently support Drupal sites for more than 30 clients, ranging from small social enterprises and charities to large, high-profile organisations like Oxfam International, Eden Project, and ActionAid International.

We understand how fundamental long-term support can be to healthy client relationships.

We offer dedicated support systems and staff, a rock-solid SLA (service level agreement), a focus on customer service, and a commitment to continuous improvement.

 

What We Provide

Under your support agreement, you’ll benefit from:

  • Dedicated account management.
  • Client orientation and onboarding.
  • Security updates: Monitoring, applying, testing and deploying security updates.
  • Regular updates: Regular updates to core and all contributed modules.
  • Bug fixing: Addressing and resolving all bugs reported through the agreed channels.
  • Feature requests: Development of small new features, as required.
  • Dedicated support and maintenance time allocation, starting at 2 hours a month.
  • A first-line response to issues within one hour, during business hours.
  • Easy to use online issue tracking system.
  • Access to our other services such as design, accessibility, or UX.
  • Roll over unused hours.
  • Flexible support teams can provide additional support when needed.

 

Security is Our Priority

Our first priority is to apply security updates as the safety of your website and data always takes precedence over other support requests. However, any remaining time is yours to do with as you wish, and you can access the full range of our services, including strategy, UX, design and development work, and digital marketing advice and support.

Ongoing security and ‘business as usual’ issues will be reported, tracked, and addressed through our support system, while larger pieces of work that can be considered projects in their own right will follow a more formal agile project process to define the requirements, implement, test, and review.

 

Our dedicated support team provide highly responsive, dependable, and friendly assistance to hundreds of satisfied clients.

We'll nurture your projects and help you navigate the ever-changing technical landscape to help you get the most from your digital eco-system.

Luke looking dapper
Luke
Support Lead

Book Your Free Consultation

The consultation includes: 

  • a discussion of your organisational needs 
  • what gaps might exist in your knowledge and skills
  • a general introduction to support and our ways of working
Email Luke to discuss how we could help your organisation.

 

Resources

Support and Maintenance FAQs

 

Related Services

Systems Integrations with Drupal

Web Development

Content Migration

Managed Drupal Hosting (3rd party)