Always there, whenever you need us
We pride ourselves on our support systems – we’re always there whenever you have a question or issue. When you’re with us you can be guaranteed the very highest level of service.
Businesses who don't have technical support staff can often worry if they have invested time and money in open source software. We solve your problem with our dedicated UK based Drupal support service desk solution and accompanying optional hosting services.
We provide Drupal support retainer agreements for either within UK Office Hours, or as a Critical 24/7 service for a wide range of clients to complement their in-house teams or to take on full responsibility of the site maintenance.
Our support engineers will provide assistance with:
- Updating of Drupal contributed modules - including security fixes.
- Answering queries about content and site administration.
- Monitoring of Drupal core security updates
- Assisting with contributed module selection and evaluation.
- Web and MySQL server optimisation for performance.
- Installation and configuration of new modules.
- Minor HTML/CSS theme changes to an existing template.
At Ixis we pride ourselves on the support we offer. It’s one of the things that helps us stand out above our competitors and makes us the leading Drupal provider in the country.
We run an ITIL (Information Technology Infrastructure Library) led Service Desk employing Service Desk Analysts as the first point of contact, through to 2nd or 3rd line technical support depending on the nature of your request.
It means that we can respond quickly and resolve any challenges swiftly - and we apply incident, change and problem management principles to make sure we’re continually improving our service.
That means reviewing and investigating systems to identify risk or weak spots and providing a ticketing system to keep track of incidents so you can clearly see the status of any reported incidents.
The Service Desk is your daily point of contact and each Service Desk Analyst will be knowledgeable about you, your business, and your system. They’ll see your request through to resolution, managing the workflow and working with any 3rd party suppliers. Management Service Reporting is also provided by the Service Desk Manager and tailored to suit your business needs.
We also provide a Client Services representative for all matters outside of Service Desk. This is where you can book Ixis resources for other activities.
As your website grows in functionality, content and the number of visitors increases, it's always worth having a health check. Your Drupal website might be under performing and suffering from slow page loading, white screens or unreliable functionality. We will check your website and server for:
- Out of date and bug fixes to modules installed and in use.
- Drupal Core security status.
- Analysis of installed module code for common security vulnerabilities.
- Review of your theme build and files to identify bad practices.
- Database overheads and poor performing queries.
- Scheduled task processing.
Then our experts will produce a written report from their findings to assist you in making any decision about changes to your Drupal site and optimise your site so it’s running as efficiently as possible and giving your customers the very best user-experience.
The Site Health Check Audit offered by Ixis was extremely insightful. Security is particularly important for an organisation such as ourselves and the audit highlighted a number of potential weaknesses, helping us to establish and implement patches accordingly.
The support we receive from Ixis is second to none. They continue to help ensure our infrastructure is capable of supporting our objectives