Miggle Ltd

Drupal support, maintenance and service level agreement (SLA)

miggle offer both ad-hoc support contracts and Drupal deployment and maintenance agreements. Ad-hoc support sees us supporting clients on a reactive basis, covering areas such as using the site, minor tweaks and user permissions. Drupal deployment and maintenance covers regular site deployment to keep patches and upgrades current.

Features

  • Ad hoc support contracts
  • Managed deployments
  • Upgrades and patches
  • SLAs, response and fix times negotiable
  • Regression testing
  • Low dependence on outsourced staff
  • Content Management support and training

Benefits

  • Flexible support options
  • Keeps client site up to date and secure
  • Projects consistently resourced by the same, stable, low churning team
  • End result accessible on all target devices and browsers
  • Core and contributed first approach future-proofs to maximum extent
  • Self-sufficiency and operational freedom for client
  • Client can take advantage of market trends

Pricing

£70 to £85 per person per hour

Service documents

G-Cloud 9

803965815675760

Miggle Ltd

Alick Mighall

01273 358448

info@miggle.co.uk

Planning

Planning
Planning service No

Training

Training
Training service provided Yes
How the training service works Support hours can be used by buyers to provide ad-hoc training to internal teams. Training would typically cover:-

What is a CMS and what is Drupal?
Who uses Drupal?
Install a Drupal site onto free hosting.
Overview data models in Drupal 8 such as custom blocks, content types and taxonomies.
Data modulation with Views.
Create a content type.
Configure display of content and images.
Installing a theme in Drupal 8.
Installing a module in Drupal 8.
Introduction to theming in Drupal 8.
Create a basic module in Drupal 8.
Determine if Drupal 8 is right for your project.
Get set up with version control, deployment scripts and Drush
Training is tied to specific services Yes
Services the training service works with Drupal

Setup and migration

Setup and migration
Setup or migration service available No

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 Quality assurance:
We check whether your site is meeting Drupal’s standards for security by reviewing any outstanding security upgrades to Drupal core and contributed (contrib) modules. We also check that there aren’t any ‘hacks’ to Drupal core or contrib modules compared to the version available on Drupal.org.
We check that the site meets the W3C, Google Page Speed, and Google Mobile-Friendly Test standards. We verify the code within the theme and that any custom coded modules conform to the relevant Drupal coding standards.

Performance:
We check to see that caching has been enabled and is working effectively throughout the site. We check page load times to verify there aren’t any missing or slow loading assets (CSS, JS or images). We see if any third-party caching services are running.

Security testing

Security testing
Security testing service Yes
Security testing type IT Health Checks
Accredited security testers No

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by your organisation
How the support service works We offer both ad-hoc support and support and maintenance services.

Ad-hoc support

Ad-hoc support usually sees us supporting clients on a reactive basis as and when required. Generally, the kind of tasks that are covered under this type of support are those which occur infrequently, (eg where content staff forget how to carry out a task), or which involve fixing minor bugs, making minor tweaks or amendments to Drupal views, blocks or rules, or amending user roles/permissions.

In practice we find that this sort of support rarely needs a senior developer and so it is priced accordingly. On our ad-hoc support contracts the time is always bought up front, but the hours have a shelf life of double their term.

Drupal deployment and maintenance

It’s essential with open-source solutions to make sure the site is regularly deployed to keep up with patches and upgrades, which will heighten site security. If the site is hosted either internally or externally, either miggle or a client’s internal web team could take care of this, but in the external scenario it’s likely we’d need to provide some training if this was to be done by the in-house web team.

Service scope

Service scope
Service constraints Because of the nature of this service, support is generally only available remotely.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Our office hours are 9–6 Mon–Fri as standard, but out of hours support can be arranged.

Our default resolution time is 60 hours, but we aim for same day resolution of site unavailability or issues that significantly impact key business functionality.
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 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels Level 1 support contracts are based on a standard developer undertaking the bulk of your support. They are charged out at a flat rate of £70 per hour. There is no minimum charge, so you are only billed pro-rata for the developer time which you use. The hours come with a 30% overhead to manage time required on project management and QA, which is not chargeable unless breached.

Level 2 support contracts are based on a senior developer undertaking the bulk of your support. They are charged out at a flat rate of £85 per hour. There is no minimum charge, so you are only billed pro-rata for the developer time which you use. The support hours come with a 30% overhead to manage time required on project management and QA, which is not chargeable unless breached.

Our support contracts can be used as is, or can be the starting point for the negotiation of a more tailor-made SLA, if different levels of response and fix time are needed, hours of coverage extended, or types of issue differentiated (i.e. critical/high/medium/low etc.).

Resellers

Resellers
Supplier type Not a reseller

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Baseline Personnel Security Standard (BPSS)

Pricing

Pricing
Price £70 to £85 per person per hour
Discount for educational organisations No

Documents

Documents
Pricing document View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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