Ongoing Support
Think of your website is a living entity that should always be evolving to meet your changing requirements, and those of your customers. The Duo team is available to help you determine those next steps, and create a plan to reach the next level through maximizing current capabilities or adding additional tools and solutions.
For most clients we develop a retainer agreement to manage a dynamic queue. These clients benefit from the security of knowing that they have predictable access to any of our services areas. We also partner with Acquia should you want another level of website support.
This is especially important if you are hosting Drupal internally, or require 24 x 7 support resources (vs. normal business hours.) Acquia’s team maintains some of the top LAMP stack and Drupal experts from around the world, and is the only company that provides enterprise commercial-grade support with service level agreements of 30 minutes for any critical issues.
Subscriptions to the Acquia Network offer a variety of helpful services, and are available in Professional or Enterprise versions. The typical response time for Professional is 8 hours or less on the six support tickets annually. Enterprise is recommended for any business where immediate technical support is needed to prevent the loss of potential profit. Enterprise users can contact Acquia tech support anytime, with a response time of two hours or less, and there’s no limit to the number of trouble tickets annually.
Support Subscriptions (Site Monitoring and Alerts, Issue Support)
Standard - $1,000/yr – by Duo - normal biz hours (site familiarity, source code control)
Professional - $2,500/yr – 6 acquia trouble tickets, acquia network
Enterprise - $8,000/yr – 24/7 & Unlimited trouble tickets, acqia network
Managed Services
Ad Hoc Services – $160/hr blended rack rate – minimum basic support subscripton
Managed Services - $1,500 for 10 hours/mo (use or lose) – dedicated PM
Enhancements - $9,500+/mo for up to XX hours/month at a negotiated rate
Remote Administration ($1K/mo) – Provided by Acquia