Drupal websites are powerful and flexible but they require ongoing care to stay secure, performant, and aligned with business needs. A Drupal support contract provides that ongoing care in a predictable and flexible way.
In this article, we explain how Drupal support contracts work, what’s typically included, and how ComputerMinds’ simple, hour-based model removes complexity while giving you direct access to our team of Drupal experts.
What is a Drupal Support Contract?
A Drupal support contract is an agreement between a business and a Drupal agency to provide ongoing technical assistance, maintenance, and development work for a Drupal website.
Rather than paying for individual tasks ad hoc, support contracts give you continuous access to our specialist Drupal team for a fixed monthly cost.
How ComputerMinds Drupal Support Contracts Work
We like to keep it simple.
You purchase a block of hours each month, which you can use for any Drupal-related work. There are no rigid scopes or artificial boundaries between “support” and “development”.
You simply draw down time as work is completed. We provide a portal in which you can easily see your remaining hours, and view exactly how time has been used.
- Your monthly hours can be used for:
- Fixing bugs or errors
- Drupal core and module security updates
- Performance and stability improvements
- Small feature development and enhancements
- Configuration changes
- Content-related technical support
- Strategic advice and technical planning
- Training
- Content updates
TLDR : If we can do it then it’s included.
How You Communicate With Us
A key part of effective Drupal support is fast, human communication. We make it easy to talk to us in the way that best suits you and your team.
Slack: Our Primary Support Channel
Most clients work with us via a shared Slack channel, where our developers communicate as if we’re part of your internal team.
This allows for:
- Quick questions and answers
- Ongoing conversations
- Real-time collaboration
- Clear visibility of progress
For many clients, Slack offers a quick and convenient way of getting a rapid solution, of course we are also more than happy to discuss the weather and last night’s episode of the Traitors!
Ticketing System and Phone Support
All work we do will be tracked against a ticket in our ticketing system. Often our developers will create the ticket based on discussions in slack. The tickets allow everyone to easily track change, and allow us to allocate drawn down time accordingly.
The ticketing system will be made fully available to you, so you can raise tickets and track progress of existing tickets at any time.
And of course we are always just a phone call away, we have clients for whom talking will always trump typing.
You’re free to use whichever channel makes sense at the time.
What’s Included in a Drupal Support Contract?
While exact needs vary by site, a typical Drupal support contract includes:
Ongoing Maintenance
- Security patches and updates
- Core and contributed module upgrades
- Dependency management
Issue Resolution
- Bug fixes
- Error investigation
- Site stability and reliability work
Improvements and Enhancements
- Small feature builds
- UX or performance tweaks
- Configuration and workflow changes
Expert Guidance
- Drupal best-practice advice
- Upgrade and roadmap planning
- Architectural input
Because the contract is hour-based, you’re not restricted to predefined tasks — priorities can shift month to month as your business needs change.
A recipe for success
Why an Hour-Based Drupal Support Model Works
Traditional support contracts often come with complex scopes, exclusions, and change requests. Our time based model avoids this entirely.
Benefits include:
- Predictable monthly costs
- Complete flexibility
- No renegotiation for small changes
- A long-term relationship with a team who knows your site
We find this leads to faster delivery, better decisions, and fewer surprises.
An Extension of Your Team, Not Just a Supplier
Because we work with clients continuously, we build deep knowledge of:
- Your Drupal architecture
- Your business goals
- Your internal workflows
Many clients describe it as having an experienced Drupal team “on tap”, without the overhead of hiring internally.
Is a Drupal Support Contract Right for You?
A Drupal support contract is ideal if you:
- Rely on your website for business-critical activity
- Need regular changes or improvements
- Want fast access to Drupal expertise
- Prefer predictable costs over ad hoc billing
If that sounds like you, a simple, flexible support contract can be one of the most effective investments you make in your Drupal platform.