What Are Professional Services?
Our offering gives you access to professional services with response-time guarantees. You purchase prepaid blocks of hours (minimum 50), and we deliver work under clearly defined SLAs—depending on the service tier you choose.
This is not a generic helpdesk. It’s developer-led support for:
- Drupal maintenance and patching
- Bug fixes and regressions
- BAU enhancements and feature support
- Critical incidents or emergency response
- High-priority technical improvements
Choose between Standard and Rapid Response tiers depending on urgency and business impact.
Standard vs Rapid Response
| Standard | Rapid Response | |
| Scope | Security updates, BAU changes, bugs | Critical incidents, urgent enhancements |
| Acknowledgement | Within 24 hours | Within 4 hours |
| Lead Time | 3 business days | Same business day |
| Availability | Mon–Fri, 9 AM–5 PM AEST | Mon–Fri, 8 AM–8 PM AEST |
| Reporting | Monthly, itemised | Monthly, itemised |
🕒 Minimum purchase is 50 hours (valid for 12 months).
📉 Discounts apply for 200+ hours per year.
📌 Up to 8 hours of work per week may be scheduled by default.
What This Includes
You can use your hours for almost any kind of support or ongoing delivery task:
- Drupal core and module upgrades
- Security patching and custom patch writing
- Defect investigation and resolution
- Config changes and admin UI fixes
- New features or enhancements
- Deployment reviews or pipeline tuning
All work is handled by senior engineers familiar with your project setup. We track time transparently and notify you when your balance runs low.
How It Works
- You purchase a prepaid block of 50 hours
- Submit a request via email (or Slack, if arranged)
- We acknowledge and estimate within SLA timeframes
- After your approval, we implement and deliver
- Work is logged and reported monthly
- Unused hours are valid for 12 months
Kickstart your next Drupal project with Vortex, our battle-tested, Docker-ready starter kit.
Who This Is For
- Digital teams who need expert help, fast
- Agencies managing Drupal-based sites or platforms
- Businesses with no in-house development team
- Clients with regular patching, enhancements, or emergencies
- Projects that need reliability and flexible delivery
Real Example
A platform operator purchases 250 hours/year with Rapid Response. We handle patching, security upgrades, emergency fixes, and urgent improvements—all under guaranteed response and turnaround times.
FAQs
Can we combine both tiers?
Yes. Most clients use Standard for routine work and escalate to Rapid Response when needed. The Rapid Response time is deducted as 1.5x rate from a block of pre-purchased hours.
Can I get a discount for a bulk of hours?
We apply volume-based discounts on 200 and more hours. Get in touch to discuss custom pricing for larger commitments.
Can unused hours roll over?
Hours are valid for 12 months. We’ll remind you before expiry so they’re never wasted.