Operation and maintenance of Drupal websites

The size of websites and web portals makes them important ICT applications. The operability, security, and availability demands are high.

Maintenance and servicing based on a sophisticated operational concept

When developing proprietary solutions for customers, Dimando always offers maintenance and servicing based on a sophisticated operational concept at the same time. This is how we make sure that the application developed during the project will do its job for the customer with no issues whatsoever. The elements that make up the operational concept:

  • Documentation
  • Hosting
  • Support
  • Maintenance 

Processes as the basis for operation

Defined processes provide your employees with certainty that they know the application requirements, have mastery of them, and can apply them as expeditiously as possible. We model operating processes according to industry standards (BPM) so that other parties responsible internally can also take necessary interfaces into account.

Transparency through clear documentation

User-friendly documentation of the application, for example in a user wiki, encourages acceptance and safeguards your employees’ know-how. Customer feedback confirms that good documentation significantly reduces avoidable expenses.

Hosting: Secure server operation

We ensure secure operation of your application on the web server, whether so-called shared hosting (the budget option) or on your own server (for business-critical applications).
We take a proactive approach to security: Servers are regularly monitored for malware; status checks signal failures early on. If nearly 100% availability is necessary for especially strict requirements, we provide failsafe mirrored systems.

Maintenance: A proactive approach reduces security risks and resulting costs

Regular maintenance preserves the usability of the application, even if – as is usual in today’s IT environments – operating system conditions, legal requirements, and your own business demands on the databases change. Our expert team performs regular and preventive maintenance of all applications. This means your application always meets the best possible security standard, and you avoid unnecessary subsequent costs.

Support and upkeep: 8/5 or 24/7 – in three or more languages

When employees have questions about operation or report a fault, our multilingual team supports them, by telephone, ticket system, or email as needed, until the issue is completely resolved.

Selection of service packages:

Economy:

  • Immediate reaction and fault elimination in the event of a site failure
  • Receipt of support requests via ticket system
  • Analysis of support request and solution concept
  • Reaction time: max. 2 business days
  • Support requests charged according to expense

 

Business:

Like “Economy” plus additional services:

  • Receipt of support requests via email
  • 1 hour of technical consulting and support per month
  • Reaction time: max. 1 day
  • 2 hours of fault elimination per month, with rollover of unneeded support
  • Fault elimination by the next business day

 

Corporate:
For customers with sensitive data and high availability pressure.

Like “Business” plus additional services:

  • Receipt of support requests via email or telephone
  • Personal contact person
  • Reaction time: max. 4 hours on the same business day
  • Unlimited elimination of any faults
  • Access to our developer resources, e.g. if new interfaces, APIs, or the like need to be integrated
  • Support outside office hours if needed

We also operate Drupal websites not developed by us.

Industrial customers, exchange-listed companies, and agencies entrust operation of their Drupal sites to Dimando. If you are interested, we will assess compliance with a standardized Drupal and security audit and present a proposal, at no obligation, for a Service Level Agreement (SLA) or maintenance agreement. Send us your request!