Support for Drupal-powered sites

We do. We are Initlab, LLC, working from Krasnodar, Russia. We are a team of trained Drupal pros boasting from 1 to 10 years of experience: 4 programmers, 3 web masters, 2 SEO specialists, 2 sysadmins.

1. You pick one of the pricing plans and make the payment.
2. We give you access to the Helpdesk so you can submit the tickets.
3. Within the response time promised by the chosen pricing plan, our specialist assigned to your project tackles your ticket, records the time spent solving the issue and closes the ticket when everything is done.
4. Your Helpdesk account lets you check open tickets, planned solution timeframes and hours already spent supporting you.

We notify you that all further tickets within the month in question will be taken care of for an extra fee (subject to the plan's rates) or moved to the next month. At the end of the month that had such extra tickets, we send you a report detailing hours spent and an invoice allowing paying the extra fee.

Prepaid hours are not credited to the next month's limit nor refunded. Each month of support requires its own payment as per the plan you have chosen.

We keep it simple.

• If we see that you have enough prepaid hours for the task at hand, we just do the job.
• If the task requires more hours than you have paid for, we send you a quote and start only when we have your approval.
• You can also send you ticket with "Need a quote" as its subject and ask us to assess the task you have for us. The time it takes to make the assessment is credited against your prepaid hours.
• If the task will take more time than we have planned initially, we refine the estimate and talk to you about an extra charge and shift of deadlines.
• Some tasks are clear from the outset, like development of new modules and sections to the site following your specs. We can move such tasks from the support queue into separate contracts approved by you.

1-2 persons. Each support account receives a manager who gets all the relevant tickets. The tickets are queued in the Helpdesk as they arrive and assigned to that manager. We can put more people on the task in case:

• there are many tickets and the assigned manager fails to process them in a timely manner;
• the assigned manager cannot process the ticket in time (on a sick leave, vacation etc);
• we have a specialist who can do the job much faster.

Simple. Just drop us a letter with your domain as a subject and detailed description of what you need done as the body.

If you have chosen the Admin plan, our monitoring system keeps track of everything about your site. When something goes wrong, we learn of it swiftly and start fixing the problem. But if it is about improper functioning, we need an email from you specifying the problem and your domain name.

All admin jobs start with an email from you with your domain as a subject and detailed description of what you need done as the body.

The response time depends on the pricing plan you have chosen. If it is a failure detected by the monitoring system, we start working on it within 2 hours (daytime, business hours). If you need some improvements done to your site, we take from 24 hours on, business hours. The response time can be adjusted in the SLA.

Wire under a contract (B2B), WebMoney, Yandex.Money, Paypal.

10 to 18 (GMT + 3), weekdays. We can work overtime, in this case the rate is doubled and we need your consent.

All Drupal support pricing plans include security updates installation service (one Drupal branch). If you want to upgrade from, for example, Drupal 6 to Drupal 7, it is better to make a separate agreement. We can offer you a quote after taking a closer look at the job at hand. This upgrade audit implies search for best migration solutions, assessment of labor inputs needed to update all the modules, code blocks, Views, themes. The audit costs USD 100 and takes 1 to 3 days, depending on the size of the site.

Some pricing plans allow direct and instant communication. To arrange a session, you need to send us an email specifying the contact details and the time slot.