Appnovation offers a full suite of support and maintenance services for enterprise level entities looking for experts to handle the complex, integrated and ongoing needs of their Drupal 6, 7 & 8 -based properties. 

Our support and maintenance packages are customizable, meant to expand or contract to meet our clients’ needs and can include our experts performing and assisting with site audits, security updates, upgrades, migrations, code reviews, performance testing and tuning, advisory, user interface development, content updates, integration assistance and more.

When it comes to your organization's Drupal assets, we make sure not only are we taking care of the issues as they arise, in the form of round the clock 24/7/365 support, but are also proactively maintaining your Drupal web property so those issues never arise in the first place. Specifically catering to enterprise level entities, Appnovation's support and maintenance experts are well equipped to handle complex and integrated environments, multiple Drupal-based properties, robust scaling and security challenges, ongoing performance maintenance and emergency support.

Package
Business
Corporate
Enterprise
Enterprise +
osCaddie - Seat
(24/7/365 Portal
Phone, Email)
Max 1 User
Max 3 Users
Unlimited users
Unlimited users
Scale
(Number of Servers
and URLs)
Low
Low
Medium
High
Complexity
Low
Low
Medium
High
Volume
Low
Medium
High
High
Reviews
(Monthly Subscription Review,
Quarterly Virtual Chief Web Officer (VCWO) needs/
strategy reviews, Annual
architecture reviews)
Quarterly Review Only
 
 
 
Monthly Expert
Hours Included
Up to 5hrs
Up to 18hrs
Up to 45hrs
Custom
On Demand
Expert Hour Rate
$180/hr
$160/hr
$150/hr
Custom
Services

Technologies
Drupal 6, Drupal 7, Drupal 8
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Managed Services
Not Included
Not Included
Not Included
Not Included
Service Level Objective
 
 
 
 
 
P1: 1 Hr Response, 24 hr Mean Time To Repair (MTTR)
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly VCWO Needs/
Strategy Review,
Annual Architecture Review
Quarterly Review Only
Quarterly Review Only
 
 
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
 
 
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
 
 
 
Dedicated Subscription
Manager
 
 
 
 
Option to Purchase Expert
Hour Services Packages
 
 
 
 
Program Specific Services

Online Ticket Creation
 
 
 
 
24hr Weekday Coverage
 
 
 
 
Weekend Coverage
 
 
 
 
Weekday Business Hours
Phone Support
 
 
 
 
24hr Phone Support
 
 
 
 
Mission Critical Response
 
 
 
 
Base Application Support
 
 
 
 
Custom Application Support
(Enhancements / Mods & Changes)
 
 
 
 
VCWO - Strategic Review
 
 
 
 
Vendor Management
 
 
 
 
Dedicated Technical Manager
 
 
 
 
Option to Purchase Additional
Drupal Expert Hour Services Packages

5 Hours / mo.= $875 / mo
10 Hours / mo.= $1750 / mo
25 Hours / mo. = $4000 / mo
50 Hours / mo. = $8000 / mo
100 Hours / mo. = $15000 / mo
No Discount
12% Discount
17% Discount
Custom
Included Services
Site Discovery and Review
  • Size and Complexity
  • Gather Support Docs
 
Onboarding
  • Open Ticket Review
  • Technical Review
  • Code Review
  • Portal Setup
  • Set Up Billing and Ticket Flow
  • Welcome Package
  • Portal and Wiki Training
  • Configure Backup
  • Configure Monitoring
Unlimited Services
Tickets created for any of the below services will be completed within 60 minutes maximum then draws from Expert Hours / Expert Support Services
  • Basic Application Support
  • Ticket Estimates
  • Basic Vendor Management Requests
  • Change Management
  • License Management
  • Minor Maintenance Requirements
  • Minor BackGround Fixes / Patches
  • Minor Software Patches
  • Basic Website Work (i.e. Content Changes, Basic Code Changes)
Optional
Expert Support Services
Tickets created for any of the below services, such that the ticket will take more than 60 minutes to complete, (Submission of a ticket grants approval for work up to 4 hours.)
  • Application Support
  • Major Maintenance Requests & Coordination
  • Major Maintenance Requests
  • Major Bug and Security Fixes / Patches
  • Major Software Patches
  • Major Security
  • Intermediate and Major Website Work (ie any request for code change to the website, or major page / site revisions)
Package
Business
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Max 1 User
Scale
(Number of Servers
and URLs)
Low
Complexity
Low
Volume
Low
Reviews
(Monthly Subscription Review,
Quarterly VCWO needs/
strategy reviews, Annual
architecture reviews)
Quarterly Review Only
Monthly Expert
Hours Included
Up to 5hrs
On Demand
Expert Hour Rate
$180/hr
Technologies
Drupal 6, Drupal 7, Drupal 8
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly VCWO Needs/
Strategy Review,
Annual Architecture Review
Quarterly Review Only
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
VCWO - Strategic Review
 
Vendor Management
 
 
Dedicated Technical Manager
 
 
Package
Corporate
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Max 3 Users
Scale
(Number of Servers
and URLs)
Low
Complexity
Low
Volume
Medium
Reviews
(Monthly Subscription Review,
Quarterly VCWO needs/
strategy reviews, Annual
architecture reviews)
 
Monthly Expert
Hours Included
Up to 18hrs
On Demand
Expert Hour Rate
$160/hr
Technologies
Drupal 6, Drupal 7, Drupal 8
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly VCWO Needs/
Strategy Review,
Annual Architecture Review
Quarterly Review Only
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
VCWO - Strategic Review
 
Vendor Management
 
Dedicated Technical Manager
 
Package
Enterprise
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Unlimited users
Scale
(Number of Servers
and URLs)
Medium
Complexity
Medium
Volume
High
Reviews
(Monthly Subscription Review,
Quarterly VCWO needs/
strategy reviews, Annual
architecture reviews)
 
Monthly Expert
Hours Included
Up to 45hrs
On Demand
Expert Hour Rate
$150/hr
Technologies
Drupal 6, Drupal 7, Drupal 8
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly VCWO Needs/
Strategy Review,
Annual Architecture Review
 
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
VCWO - Strategic Review
 
Vendor Management
 
Dedicated Technical Manager
 
Package
Enterprise +
osCaddie - Seat
(24/7/365 Portal,
Phone, Email)
Unlimited users
Scale
(Number of Servers
and URLs)
High
Complexity
High
Volume
High
Reviews
(Monthly Subscription Review,
Quarterly VCWO needs/
strategy reviews, Annual
architecture reviews)
 
Monthly Expert
Hours Included
Custom
On Demand
Expert Hour Rate
Custom
Technologies
Drupal 6, Drupal 7, Drupal 8
Pre-Onboarding Remediation
Any work required to bring site
to minimum specification will be
scoped and priced outside of
Not Included
SLO
 
  P1: 1 Hr Response, 24 hr MTTR
P2: 2 Hr Response, 48 hr MTTR
P3: 4 Hr Response, 3 day MTTR
P4: 24 Hr Response, 1 wk MTTR
P5: 48 Hr Response, 1 wk MTTR
Strategic Reviews
Monthly Subscription Review,
Quarterly VCWO Needs/
Strategy Review,
Annual Architecture Review
 
Expedited Project Management
(Project Management, scoping,
SOW and contracts)
 
Portal Access
ticket logging and tracking.
Detailed Monthly Report.
Unlimited Tickets submission
 
Dedicated Subscription
Manager
 
Option to Purchase Expert
Hour Services Packages
 
Online Ticket Creation
 
24hr Weekday Coverage
 
Weekend Coverage
 
Weekday Business Hours
Phone Support
 
24hr Phone Support
 
Mission Critical Response
 
Base Application Support
 
Custom Application Support
(Enhancements / Mods & Changes)
 
VCWO - Strategic Review
 
Vendor Management
 
Dedicated Technical Manager
 
Included Services
Site Discovery and Review
  • Size and Complexity
  • Gather Support Docs
 
Onboarding
  • Open Ticket Review
  • Technical Review
  • Code Review
  • Portal Setup
  • Set Up Billing and Ticket Flow
  • Welcome Package
  • Portal and Wiki Training
  • Configure Backup
  • Configure Monitoring
Unlimited Services
Tickets created for any of the below services will be completed within 60 minutes maximum then draws from Expert Hours / Expert Support Services
  • Basic Application Support
  • Ticket Estmates
  • Basic Vendor Management Requests
  • Change Management
  • Licence Management
  • Minor Maintenance Requirements
  • Minor BG Fixes / Patches
  • Minor Software Patches
  • Basic Website Work (ie Content Changes, Ba- sic Code Changes)
Optional
Expert Support Services
Tickets created for any of the below services, such that the ticket will take more than 60 minutes to complete, (Submission of a ticket grants approval for work up to 4 hours.)
  • Application Support
  • Major Maintenance Requests & Coordination
  • Major Maintenance Requests
  • Major Bug and Security Fixes / Patches
  • Major Software Patches
  • Major Security
  • Intermediate and Major Website Work (ie any request for code change to the web- site, or major page / site revisions)
Drupal Site Audits

Every maintenance and support engagement kicks off with Appnovation's Drupal experts doing a deep dive audit of all the Drupal-based properties within scope for the support and maintenance contract. We can even go as far as to audit the integrations with other systems and applications to help ensure both continuity and security of those connections and the data shared between them.

Our site audits can include:

  • analysis of website's code base
  • bug detection
  • update and security patch examination 
  • bottleneck and performance issue discovery
  • best practices compliance
  • site accessibility
  • SEO analysis
  • content quantity and quality review
  • module and extension functionality assessment 
  • UX and UI testing
Drupal Support Services

As much as any company or organization can spend on maintaining their Drupal site or sites, issues can, and almost always will, arise from time to time, some more critical than others.

Appnovation can not only help with deployment and maintenance of your Drupal-based property or properties but also provide access to our world class 24x7 emergency and "round the clock" Drupal support services. Whatever the issue that arises, companies and organizations can rest assured that Appnovation’s team of Drupal support experts can get to the bottom of what happened, sort out the issue and assist with the quickest, most economical fix for the problem.

Our Drupal support specialists have seen it all when it comes to Drupal and are always up to the task to handle anything new that arises.

Drupal support can include:

  • 24 hours, 7 days a week coverage

  • Dedicated subscription and technical manager

  • Security monitoring

  • Basic and custom application support

  • Online ticket creation

  • Phone support

  • Mission critical response

  • Vendor management

  • Portal access for ticket logging, tracking and monthly reporting

  • Strategic reviews

  • Expedited project engagement

  • Much much more.

24/7/365 Drupal Support - Our global Managed Services team is staffed around the clock with some best technology and Drupal experts on the planet. Providing support via the osCaddie portal, our customer success team can deliver remote desk side support utilizing award winning remote tools that allow staff to share screens with clients in order to rapidly diagnose and resolve emergent issues.

Disaster Recovery - Appnovation can provide disaster recovery services inclusive of providing emergency hosting and support in the event that current service providers are unable to meet their obligations. Depending on the specific customer needs, we can commit to having a fully functional service restored with an alternate provider in as little as 30 minutes.

Environment Backup & Restore - Appnovation offers an automated cloud-based backup and restore process to ensure the environments we support are backed up offsite providing complete peace of mind and allowing us to engage our multi-cloud disaster recovery process should it be required.

Ongoing Drupal Maintenance

Appnovation's Drupal maintenance services can help enterprise level entities maintain their complex, integrated and/or multi-site/property Drupal environments through a host of ways including bug fixes, security updates and patching, best practices installation and advisory, performance testing and tuning, upgrades and migrations, content updates, and much more.

We start with expert level auditing of your Drupal instances so that our Drupal developers and maintenances specialists become intimately familiar with how they work and preform so as to provide your organization with the best possible services and make ongoing updates development more effective and efficient. We also make sure you are aware of any changes that we are going to make and can set it up so that your approval is required before doing so and pushing it live.

Finally, our processes are thoroughly proven and QA tested, not to mention our Drupal expertise is unparalleled having built sites for some of the biggest brands on the planet including Pfizer, Cisco, Samsung and Time Inc. to name just a few.  Whatever your enterprise level of need for your Drupal-based properties, Appnovation can tailor a maintenance package to suit even the highest of standards and most demanding of requirements. Our specialty is complexity, large scale and integrated environments, providing a superior level of managed services that exceeds any of our competitors.     

Maintenance of Environments -

  • Security Patching - Our Appnovation maintenance team ensures that all systems under management are patched, secured and aligned with current industry best practices for maintaining large scale production systems.

  • Application Development Support Business - Drawing from the same resource pool as Appnovation Technology Enabled Services, Managed Services is able to provide development services for clients. This may be in the form of bug fixes or, in some cases, a method for assisting clients in the implementation of a continuous improvement/continuous delivery solutions.

  • Static Source Code Analysis - Appnovation can provide both automated and manual source code analysis to ensure that code is checked for errors (such as CSRF or SQL injection) before it enters a production environment, minimizing the risk of both downtime and possible exposure to potential compromise.

  • Code Review Analysis - Appnovation can act as a trusted third party to provide code audits and review. Drawing from our global pool of experts, many of whom are heavily involved in contributing to the products themselves, we are able to offer a world-leading review process.

Architecture Review & Capacity Planning - Ensuring all environments are kept inline with current best practices, this essential section of a Managed Services contract gives us the opportunity to continue the architectural discussion about the solutions and how it fits with the rapidly evolving business environment, both internal and external.

Service Management Review - Appnovation assigns a dedicated Managed Services Subscription Manager (SM) to act as the overall point of contact for each client's MS account and related contracts. The SM is a resource focused entirely on client overall satisfaction and serves as an escalation point for issues and requests. In addition, the SM takes on the role of coordinating monthly meetings with clients to help oversee the smooth running of their MS account and contracts.

Managed Services Benefits for the Enterprise

Some benefits include:

  • A Single Point of Contact (SPOC) for operational support and maintenance of complex multi-vendor environments.

  • 24/7/365 access to the osCaddie customer portal where customers can access the service desk to raise support tickets and feature requests.

  • 24/7/365 access to the emergency support line staffed by a dedicated support team for rapid issue response and resolution.

  • Issues raised via the portal are triaged and assigned to the correct stakeholder and tracked.

  • Currently offering full support and maintenance for Drupal 6, Drupal 7 and Drupal 8.

  • Best practices, as well as the latest innovations, are researched and deployed to meet client support and maintenance needs.

Customers may continue to contact partner support directly, but by using osCaddie's support process they gain the added advantage of the strong ties we have with our hosting partners culminating in even faster turnaround times which otherwise may not be possible.

The osCaddie portal offers a custom and rapid escalation process which allows users to instantly escalate a support case to our success management team. This feature has allowed us to achieve just over 98% "Excellent" (5/5) rating thus far from our support customers.

Working with Appnovation
Competitive Rates & Project Quotes
Competitive Rates & Project Quotes
We have a Drupal support and maintenance packages able to fit any size entity. We also offer some of the most competitive rates in the market and are known for aggressive Drupal project quotes.
Proven Delivery Methods
Proven, Rapid & Trusted Delivery
Our Drupal support and maintenance is ready 24/7/365 so that we are available at any time you may need us, literally around the world, no matter where. Experts are standing by to help right now.
Expert Drupal Support & Maintenance
Expert Drupal Support & Maintenance
When it comes to Drupal, we have seen it all, and therefore there is no firm better than Appnovation to help with any Drupal problem your business may experience.
Transparent, Collaborative, Communicative
Transparent, Collaborative, Communicative
Complete visibility from day one, working with you, and for you. We have a custom built ticketing system and hotline that has proven reliable over and over again. If you need help, we are there.
Customer Satisfaction
Customer Satisfaction, Our Top Priority
Our support and maintenance clients are surveyed after every ticket we complete for them so they have every opportunity to tell us how we did. To date, our marks have been high across the board.
Why Customers Choose Us For Drupal
Ability to integrate Drupal with other systems
Acquia Enterprise Select Partner
Agile Drupal design and development methodology
Award winning Drupal solutions and sites
Collaborative, transparent and communicative approach with clients
Competitively priced Drupal support and maintenance packages
Cross-functional team of 250+ experts based in North America, Europe & Asia
Deep open source and open technology expertise and experience
In-house, front-end experts: Business Analysts, UX/UI Specialists & Designers
Large Scale Drupal Founding Partner
Proven track record of successful project delivery
Rigorous quality assurance (QA) testing before “Go-Live” events
Brands that Trust Us
Featured Drupal Support & Maintenance Customer
24x7 Drupal Support & Maintenance
University of Phoenix
When it comes to Drupal website accessibility, Appnovation is equipped and ready to help companies ensure that their online destination is up to scratch. As our ongoing website accessibility blog seri...
Bay Area Rapid Transit
BART.gov Drupal Migration
Blue Drop Awards Best Government Website 2014
Samsung
Samsung Knox Drupal Site
Acquia Partner Site of the Year 2014 Finalist
Get In Touch & Get Started Today. We're ready.

Interested in getting a quote for Appnovation's professional Drupal support and maintenance services? Contact us today and request a quote by filling out a form, emailing us directly or calling one of our global office locations. Our Drupal support and maintenance experts have seen it all when it comes to the Drupal CMS and can provide this expertise to your company so as to improve site performance, maintain quality, ensure security and solve problems.