Zoocha Limited

Drupal 8 Support

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

Service documents

G-Cloud 9


Zoocha Limited

William Huggins




Planning service Yes
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
  • Drupal 8
  • Apache Solr
  • Elasticsearch
  • Drupal Contributed Module Selection
  • AWS


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 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
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

Security testing
Security testing service Yes
Security testing type Risk analysis
Certified Professional (CCP) risk analysts No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
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;
Email support@zoocha.com;
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.

Service scope

Service scope
Service constraints N/A

User support

User support
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 Yes
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

Staff security
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
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