24/7 Drupal support & maintenance

• Updating and patching Drupal Core and modules to the latest minor version
• Updating and patching all security vulnerabilities, applications and libraries
• Automated monitoring and alerting
• Immediate implementation of emergency patches or critical security patches
• Providing admin user support to answer queries about content management and site administration
• Providing advice on functional requirements and module selection
• Ad-hoc lighter development tasks outside of project work
• Design tweaks, theme updates and implementation
• Incident management with prioritisation, escalation and clear SLAs
• Problem management, including root cause analysis (RCA) and preventative actions
• Change enablement (requests, risk assessment, CAB where required)
• Service request management via Jira Service Desk
• Post-incident reviews and continual service improvement actions
• Release and deployment management (including out-of-hours windows)
• Availability, capacity and performance management with regular service reports

• ISO 9001, 14001, 22301, 27001 and 27701 certified support process from a UKAS accredited certification body
• Zoocha are registered with the Information Commissioner’s Office (ICO)
• FSQS, JOSCAR, Cyber Essentials and Cyber Essentials PLUS Certified
• Government Baseline Personnel Security Standard (BPSS) cleared team
• Service desk operates according to ITIL (Information Technology Infrastructure Library) v4 best practice guidelines to handle issue management and resolution
• ITIL certified Service Desk Managers and Support team members
• Optional extended support hours from 9:00-22:00 for extra coverage
• Drupal support retainer agreements that provide a Critical 24/7/365 service
• Ticketing system powered by Jira
• Dedicated Account Management, Service Desk Management and Support Team
• Acquia certified developers
• Critical UK based support telephone number available 24/7
• Multi-channel call logging options (telephone/ email/ self-service)
• Out-of-hours maintenance deployments

• Backups and Disaster Recovery (DR) management and simulation
• DNS management inc. SSL/TLS certificate management
• CDN management (CloudFlare, CloudFront, Akamai)
• Security hardening and patching across OS, apps, WAF, and DDoS mitigation
• Platform monitoring (availability, security, performance) with alerting
• Centralised logging with SIEM and SOC integration
• Database operations: backups, replication, failover, performance tuning (MySQL)
• PHP, web server and cache optimisation and management (Nginx/Apache, Varnish, Redis)
• Capacity planning, load/performance testing and autoscaling optimisation
• CI/CD pipeline maintenance (blue/green or rolling deployments) using GitHub Actions, Jenkins or GitLab
• Infrastructure as Code (Terraform/CloudFormation) with version control and peer review
• Environment strategy (dev/feature/stage/uat/prod) with data sanitisation for non-prod and access segregation
• Change management and scheduled maintenance windows (ITIL/CAB where required)
• Identity & access management inc. secrets and key rotation
• 3rd-party hosting and IT service provider management
• Compliance and audit reporting
• AWS/Cloud cost optimisation

• Reporting against specific KPI's tailored to your needs
• Monthly service review meetings
• Website Performance Optimisation
• Search Engine Optimisation problem resolution and technical SEO audits
• Google Analytics + Google Tag Manager optimisation and configuration

Give your team instant, secure access to the Zoocha Service Desk from our native mobile app (iOS & Android). Raise tickets in seconds, add screenshots, and receive push notifications on status updates, wherever you are. Track live progress, SLAs and next actions, with full comment and attachment history.

See your service desk utilisation at a glance (used hours vs contracted hours), forecast burn, and drill into category-level trends. The app also shows your key points of contact, your account manager, tech lead, and on-call details, so you always know who to reach.

Role-based access controls data, limiting it to the right people, with integration to Atlassian SSO. Built on our ISO-certified service management framework, you can view scheduled maintenance, release notes, incident reports and monthly service reports directly in the app. It’s a great way to stay in control of your Drupal support, without being tied to your desk.