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On-Demand support

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On-Demand

No contract, full access to an online support system - you simply get a Drupal expert on a pay-as-you-go basis.

On Demand Support Service Key Features:

  • No monthly minimum (ad-hoc usage)
  • Average response times: 3 Days
  • Access to online help desk: Yes
  • Dedicated Account Manager: No
  • Monthly reporting: No
  • Hourly Rate: £105

Key Drupal Support Principles:

  • All support requests are to be initiated by email and managed via an online ticket system
  • A ticket will use a minimum of one hour (maximum time-allowance pre-agreed with you)
  • Each ticket is assessed and triaged by iKOS. A priority ticket classification is only possible if any of the following are true:
  • Service unavailable - e.g. site down
  • Significant financial risk - e.g. price or delivery incorrect
  • Significant goodwill risk - e.g. publicised coupon not working
  • Significant compliance risk - e.g. private data vulnerable
  • Normal tickets will have an estimate of time required to resolve communicated, as well as the timescale over which the work is expected to be achieved
  • All support resourcing is deployed within normal UK business hours

Response Time

  • Normal tickets will have an estimate of time required to resolve communicated as well as the timescale over which the work is expected to be achieved
  • All support resourcing is deployed within normal UK business hours

Terms and conditions apply