Drupal Support & Maintenance

Drupal Support & Maintenance Services – When Are They Needed?

The creation of a website, web app, or e-commerce platform is just halfway to success. Drupal support is an entire website maintenance process. It includes not only solving urgent problems, but also periodic core, module, and integration updates; system efficiency monitoring, securing it against external threats, and implementing new features.

Regular car maintenance is a helpful analogy. Taking the vehicle to a technical inspection when it breaks down is acceptable. However, visiting the auto mechanic on an ongoing basis is more reasonable. Performing tasks such as an oil change, brake test, and tire condition check can help prevent failures. It may also save you from financial distress. Nevertheless, a website operates 24/7 and is more prone to any “risks”. Greater caution is a necessity.

Why Invest in Professional Drupal Support?

A sign that Drupal support is working perfectly is when you do not feel its presence. If your developers do their job correctly and supervise every update, the website will be stable and error-free. You may even forget an entire expert team is behind all this work.

Unfortunately, the importance of Drupal support is often forgotten. The realization comes too late – your website has already crashed or you have lost access to it due to a cyberattack. Any concern is natural when you care about profits. It is better to be safe than sorry, so ensure proper website operation before a malfunction occurs.

Kewin Nammert

Drupal Developer

I often encounter a belief that technical support is only there to “make sure nothing breaks”. This is an understatement. The actual value of professional Drupal support is business agility. A solid and prevailing technological foundation allows one to work confidently. The marketing team is able to implement new campaigns, while the sales department can test innovative features. The executive may rest assured that the platform is ready for rapid market changes. We maintain the website to let it grow safely and quickly alongside the company.

Our experience in Drupal Support & Maintenance

At Smartbees we provide maintenance and development services for both Polish and foreign customers. We implement new solutions and ensure high-quality support for complex websites, PIM systems, e-commerce platforms or web apps. We offer comprehensive services from analysis through graphical projects up to the implementation.

Why Smartbees?

+12-year experience in Drupal support and maintenance
Drupal 7-11 versions support
flexible cooperation forms (including 24/7 support)
long-lasting partnerships (customers work with us approximately for 4,5 year)
maintenance and support services for public institutions, universities, B2B and B2C companies

Drupal Support

We have been supporting and developing Drupal projects for years. Check what our support service looks like on the example of 4 Smartbees clients.

See case study

WSB Merito

An intuitive website is a must-have for every higher education institution. Find out how we created an innovative, fully responsive portal for WSB Merito University based on Drupal multisite.

See case study

LINK4

We spent over 2600 hours on this project. The effects exceeded our expectations. Check the implementation details of a new corporate website on Drupal for the motor insurance market leader.

See case study

COSMO

See the results of our work on the COSMO Drupal-based website. The project required preparation of the product importer and interactive maps with the option to serach for sales points. Learn more.

See case study

Hydrosolar/ BIMs Plus

Check out how we combined two independent websites into one using Drupal's multisite feature. The project required great UX and a few custom solutions. Discover the effects of our work.

See case study

KGHM

We have spent 2500 hours implementing this project. See what it took to migrate content and improve features for the leading copper and silver manufacturer. Discover the results of the new corporate website for KGHM.

See case study

HTI

From graphic design, through programming and copywriting, to post-implementation support. Check out the extensive new website deployment for HTI – a leader in infrastructural and industrial solutions in Poland.

See case study

Would you like us to support your Drupal website?

Our competencies in Drupal Support and Maintenance

Support 24/7

Smartbees offers comprehensive support services for Drupal-based solutions. We will eliminate all unexpected errors 24 hours per day. That is why you will never be afraid of your platform, website or web app availability and effectiveness.

Security updates

We will carry out all the necessary updates to provide top security for your project. We can also help upgrade your website from Drupal 7 to 9, 10 or 11.

Functionalities upgrade

Regular improvement of your solution's functionalities is our priority. We can create customized modules which will help you stand out from your competition.

Bug fixes

Our support and maintenance services cover rapid reaction to errors occurrence. We quickly identify and fix the errors to make your project work properly in the shortest possible time.

Integrations

Do you want to integrate your website, web app or e-commerce platform with other tools or platforms? We can do so using ready-made or customized solutions developed by our programmers.

Uptime monitoring

Thanks to the tools we use on a daily basis, we constantly monitor your website so that we are able to react if there’s a problem.

Backup

We realize that emergencies can happen. That is why we always create backups so that we can quickly restore the previous version of your website.

Drupal consulting

We know that developing a website can be complicated sometimes. That is why you can count on our experts, who always suggest an optimal solution.

WCAG implementation

If you want your website to be accessible to people with disabilities, you must adjust it to WCAG guidelines. You can entrust us with this work as a part of website development.

Support and Maintenance at Smartbees – What Do We Offer?

At Smartbees we offer three options for settling support cooperation:

Single support hours – we set the price for the service and work for the previously agreed time.
Subscription – the most frequently chosen package, we settle on a monthly subscription basis.
Hour packages – you can purchase a one-time package of hours. We set the price top-down.

Drupal Support – Smartbees Packages

We know how vital effective Drupal support is. That is why we have defined spheres that need expert assistance. One of the three options for establishing cooperation is the monthly subscription fee model. Every business has different needs and expectations. Thus we provide four different support packages – Standard, Plus, Business, and Premium. The choice depends on various factors such as the scope of the project, expected reaction time, or preferred contact forms.

Standard

For small websites and online shops which set up the business. Best choice for first support.

Plus

For medium–sized projects that grow rapidly and continuously expand the offer.

Business

For medium and large shops and websites with significant support needs.

Premium

For highly extended projects which demand advanced 24/7 support.

Communication channels

Service Desk Jira

E-mail support

Phone support

Infrastructure

Testing environment maintenance

GIT repository

Database backup

Customer service

Dedicated Customer Care Manager

Monday – Friday 8 am – 4 pm support

24/7 h support during working days and weekends

Onboarding

Solutions consulting

1 site support

2 site support

Number of supported sites set individually

Technical issues

1 website update per month

2 website updates per month

Critical updates

Website audit

Bugfix works settled on hourly rate

Complex platform updates

6-hour reaction time for fatal errors

Bugfix works settled on hourly rate

Bugfix included

24-hour reaction time for non-critical notifications

2-hour reaction time for fatal errors

1-hour reaction time for fatal errors

Uptime monitoring

Website supervision

24-hour reaction time for non-critical notifications

10-hour of development work included

Website supervision

Uptime monitoring

20 hours of development work included

Development works package set individually

Uptime monitoring

Drupal Support and Maintenance Packages

Our Drupal support and maintenance model is highly structured. Every package consists of four fields – communication, infrastructure, organizational, and technical issues.

Customer Service - our priority is to provide high-quality customer service, regardless of the chosen package. For this reason, we ensure a dedicated Customer Care Manager who will supervise the whole support process, give advice, and prepare the reports. What is more, he will be in charge of your onboarding procedure. Regularly, we serve a Monday – Friday 8 am to 4 pm Drupal support and maintenance. However, if you want to extend the scope of our work – our Premium package is waiting for you.
Communication - in the case of all packages, we provide e-mail contact with our support team. For technical issues, notifications, or workflow status updates, we use Jira Software. Such a solution offers high transparency and well-organized communication. If you feel that you also need phone support, two of our packages cover this service.
Technical issues - the essential part of Drupal support and maintenance. Each business has different needs - knowing that, we offer diversified audit services, bug fixing reaction time, or payment methods. Every package can be expanded with additional technical support services according to your requirements.
Infrastructure - stable infrastructure is a core of professional Drupal support. It is used e.g., for enhancements development or testing activities. Thus, we provide infrastructure maintenance in every package. Moreover, we take care of GIT file repository creation and the database backups.

If you have any doubts about what package will be the most suitable for your Drupal-based platform, we are here to advise and come up with a satisfying solution.

What Factors Influence the Cost of Drupal Support?

You will likely encounter diverse pricing while searching for support offers. What causes such a wide range? The estimate depends on the expected support level. We will demonstrate this with our Drupal support offerings.

The pricing of your website’s maintenance and development will be influenced by:

Estimate your support service

Contract type

Subscription and Time & Material are the two most commonly used models.

The subscription involves a fixed monthly fee for a predetermined number of hours. You can intend them for maintenance, consultation, or new feature development. This model also includes guaranteed response time to requests, in compliance with SLA (e.g., 4 or 8 business hours for critical errors). If you run an expanded website or even a small e-commerce site, the subscription is a secure option.

Time & Material means billing for actual worked hours. You only pay for specific tasks, without any fixed costs. Unfortunately, it means the team’s availability outside the agreed-upon schedule is not guaranteed.

Error response time

The cost will be higher if you need the assigned team to respond to critical reports quickly. For example, a response within an hour will be significantly more expensive than a 4-hour one.

Team availability

Our standard working hours are 7:00 a.m. to 3:00 p.m., Monday through Friday. However, we offer an extended support option, ensuring developer availability 24/7. It also raises the service cost.

Number of updates

Support cost depends on the update frequency. Of course, we fix critical issues regardless of the selected scope. Whereas minor updates (e.g., specific modules) result in a higher cost due to the additional work hours required from developers.

Project complexity level

If your website contains many custom solutions, it requires more extensive support engagement. Constant supervision over the custom code compatibility with, for example, newly introduced functions is necessary.

Language versions

Additional language versions demand more work in terms of, e.g., translation management. Furthermore, it is essential to consider different language variants of the same subpage while making changes to the website.

UX and SEO support

The support cost also rises when you need service beyond solving typical Drupal issues. Apart from providing CMS maintenance, we offer such services as UX optimization and rebuilding navigation or quote forms. In terms of SEO, we can implement technical recommendations, rebuild tag structure, and improve Core Web Vitals.

Related integrations

The project will become more complex if you integrate multiple external systems, such as Baselinker, Salesforce, HubSpot, or payment gateways, with your website. Each integration means an additional layer of dependencies. They must be considered during every Drupal or PHP version update. It means more work for your developers, which in turn causes another expense.

Drupal Support FAQ

Find out a quote for your website support

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Can I modify the Drupal support and maintenance packages?

We based our support packages on our +12-year experience in working with businesses from diversified industries. Consequently, we know what enterprises usually want the most. Simultaneously, we are conscious that each business platform has different needs. Thus, we are open to package modifications and enhancements.

Can I change the package during our cooperation?

Certainly, with time, we will better recognize your support and maintenance needs. Thus, it may appear that a more or less extended package will be more suitable for your project.

What are the settlement methods for the services?

The support and maintenance services are settled in the monthly subscription model. Payments for the “Hourly settlement’’ activities are made at the predefined hourly rate.

How long does the contract bind?

The contract duration is set individually depending on the needs of the particular project.

Do you deploy changes on the production server on Friday after 4 PM?

Deployment on the production environment after standard working hours (Monday-Friday 8 AM – 4 PM) is possible in case of 24/7 support. In other support services, we deploy changes on the next working day to avoid potential issues during weekends and holidays.

How much does monthly support and maintenance of a Drupal website cost?

Support cost depends on the specifics of a given website. Important matters include its size, module number (especially custom ones), and the response time to requests, specified in the SLA.

We estimate each project individually, based on the results of the previous technical audit. For clients who need a guaranteed response time, we offer a package with an SLA that costs from 2000 PLN net. Those who prefer flexible support without SLA can choose hourly packages.

Why choose an agency specializing in Drupal?

Drupal is not a typical CMS – flexible, yet technologically demanding. Working with it requires understanding the entire architecture, how views work, the permission system, and best practices for selecting modules. An agency specialized in Drupal is familiar with the ecosystem, recognizes typical problems, and knows quick solutions.

My website features numerous custom modules. Can you support it?

Yes, this is our standard practice. Smartbees team is well-experienced in analyzing and maintaining such solutions. We have developed many modules for our clients from scratch. Code audit is always the foundation. The key to the project’s success is understanding how already implemented modules function and their quality.

What if my site is still running on Drupal 7, 8, or 9?

These versions are no longer supported, so further use carries a significant risk. Older Drupal versions do not receive security updates and often encounter compatibility issues with modules and subsequent PHP iterations. We can provide temporary support for these websites, but our primary focus will be on immediate migration to the latest Drupal version.

See case study

Ernest Rudziński

Head of IT / WSB Merito Universities

“A combination of outstanding competencies in Drupal technology with great communication”
We have been cooperating with Smartbees for several years. The team showed great flexibility during development work while delivering individual parts of the project on time. Communication with Smartbees has always been smooth. The specialists always provided advice, answered our questions, and quickly dispelled doubts.

Mirosław Jesionka

IT Director / KGHM Polska Miedź S.A.

"The cooperation with Smartbees is going perfectly"
KGHM Polska Miedź S.A. certifies that Smartbees, according to the contract details, provides support services for the content management platform and IT support for kghm.com. The cooperation with Smartbees is going perfectly. The works are made reliably and professionally.

Bogumił Perzyna

Director of Direct Sales Department / LINK4

“Our cooperation has been perfect from the beginning”
The team was proactive, took the initiative to suggest solutions, responded quickly to our needs, and completed tasks on time. Simultaneously with implementing the graphic design, Smartbees maintained our current website. We assess our cooperation and the project’s final effect very positively.

See case study

Marek Bajon

Chief Executive Officer / HBH Group

"We wholeheartedly recommend Smartbees as a valuable business partner in website development and maintenance."
We appreciate Smartbees' professionalism, timeliness, and flexible approach. The team responded quickly, initiated activities independently, and offered solutions to streamline processes. Experts developed the websites with Drupal CMS technology, which provides us with flexibility, stability, security, and convenience in daily content management.