Drupal is a leading open source Content Management System (CMS) widely used in the public sector to build digital services. Zoocha's Drupal 8 support service provides application maintenance and support for Drupal 8 installations.
- Drupal 8 Application Maintenance
- Proactive Monitoring of Drupal 8 Applications
- Drupal Personalisation Support
- Drupal Mobile Support
- Drupal Security Management
- Drupal Multisite and Domain Access Support
- Drupal Multilingual Support
- Drupal Assisted Digital and Accessibility Support
- Drupal Performance Optimisation
- Drupal Powered Rapid Prototyping for Alpha Phase
- Drupal Powered Private & Public Beta Support
- Drupal Security for Reduced Risk
£650 to £1200 per person per day
- Education pricing available
|How the planning service works||
Zoocha employ an agile methodology for the implementation of Drupal 8 Support. The first step will be to establish the product team and commence the planning phase. This is done as part of an onboarding meeting where the project team can meet, establish and agree roles & responsibilities and define the service roadmap. The outcome of this meeting would be a clear vision on the objectives and targets for the project and specific areas of business analysis and scoping that are still required.
Discovery is finished when you know:
● the scope of the service to be supported
● readiness for support transition
● the team needed to complete the transition
● how you’ll measure success and ongoing KPI's
● any related services that exist to meet the user need
● how many of your users need assisted digital support and what their needs are
|Planning service works with specific services||Yes|
|Hosting or software services the planning service works with||
|Training service provided||Yes|
|How the training service works||
As part of the Zoocha Drupal support services, Drupal CMS training can be provided. Training is tailored to the level and needs of the Drupal Cloud CMS users, as well as to the specific configuration of the implementation.
Training can be delivered on site or via webinar and is supported by Drupal Cloud CMS user documentation.
|Training is tied to specific services||Yes|
|Services the training service works with||Drupal 8|
Setup and migration
|Setup or migration service available||Yes|
|How the setup or migration service works||
Each Drupal support migration is assessed as part of the discovery phase. This includes:
● assessing the scheme/ structure of the data to be migrated
● scoping any changes in data structure required for the new Drupal support solution
● production of the detailed migration plan
● scoping the cut over plan and understanding dual maintenance of data in the legacy system and new Drupal support solution
● implementing continuous integration for the migration
● automated and manual testing migrated data to ensure consistency
|Setup or migration service is for specific cloud services||Yes|
|List of supported services||Drupal 8|
Quality assurance and performance testing
|Quality assurance and performance testing service||Yes|
|How the quality assurance and performance testing works||
With the recent advancement of automated testing tools and online services, if you run an online business or site that has any level of complexity to it and has regular updates, then it makes sense for you to look at automated testing as a way to:
Reduce the risk in any deployment; Ensure old bugs don't creep back in; Help developers quickly diagnose problems; Quickly pinpoint issues; Prove to 3rd parties where faults lay; Demonstrate levels of full operational capability; Most importantly, save you and your team time + money, and give you the confidence that that things are working as they should.
The Zoocha Test Dashboard is set up for clients to trigger tests on-demand, schedule tests, see the results of tests, set up mailing lists to alert stakeholders in the event of any failed tests, and request new tests.
Our automated testing services apply to: Drupal Commerce, Drupal websites/platforms, Non-Drupal based applications.
|Security testing service||Yes|
|Security testing type||Risk analysis|
|Certified Professional (CCP) risk analysts||No|
|Ongoing support service||Yes|
|Types of service supported||
|How the support service works||
Zoocha will maintain availability of the Drupal Cloud CMS Application, with agreed uptime during each measurement period, excluding scheduled outages. Uptime is calculated in the following manner:
- 30 day month x 24 hours x 60 minutes = 43,200 minutes per month.
- For 35 minutes of downtime: 43,165/43,200=0.9992 (99.92% uptime).
The process for contacting with Zoocha for Drupal Cloud CMS support is:
Call/ email the Zoocha account manager on their direct line/ email address;
Call the 24/7 support line provided;
Log the issue/ contact enquiry directly into the web based systems provided by Zoocha.
The contact is then recorded and managed through the following process:
Logging - creating a ticket for the inquiry in the shared system(s) and assigning severity level.
Validation - review and clarification by the support team.
Assignment - assigning story to relevant team member.
Analysis - estimate of time required to resolve.
Resolution - completion of the ticket ready for acceptance by the client.
Tracking - assignment of unique reference number and notifications of any changes to the ticket.
Escalation - recorded method of messaging the wider Zoocha team.
Acceptance - closure of the ticket via ‘one click’ acceptance by the client.
|Email or online ticketing support||Email or online ticketing|
|Support response times||Zoocha will provide each client with access to our support ticketing system, which are web based and available 24/7. The system provides a central log for any and all service or performance related inquiry between the client and Zoocha. Severity 1 (critical) issues are responded to within 1 hour, 24/7.|
|User can manage status and priority of support tickets||Yes|
|Online ticketing support accessibility||WCAG 2.0 AA or EN 301 549|
|Phone support availability||24 hours, 7 days a week|
|Web chat support||No|
|Support levels||Zoocha provide a single tier support service which is contracted as 'support days per month' @ £650 per day. There is no limit to the number of tickets raised, but support time above the contracted amount is charged at £130 per hour. Contracted support time can be increased or decreased (to a minimum of 1 day per month) at any time during the contract, by providing 30 days notice. Technical account management can be provided at an additional cost of £750 per day.|
|Supplier type||Not a reseller|
|Staff security clearance||Other security clearance|
|Government security clearance||Up to Developed Vetting (DV)|
|Price||£650 to £1200 per person per day|
|Discount for educational organisations||Yes|
|Pricing document||View uploaded document|
|Service definition document||View uploaded document|
|Terms and conditions document||View uploaded document|