24/7 Drupal support & maintenance

Our Drupal support service combines proactive maintenance, responsive support, and continuous improvement to keep your platform secure, reliable, performant, and ready to evolve.

Platform maintenance and security

• Drupal core, contributed module, and library updates
• Security patching for Drupal, applications and underlying dependencies
• Rapid implementation of emergency and critical security patches
• Ongoing technical health checks and remediation recommendations
• Automated monitoring, alerting and vulnerability detection

Support, requests and improvements

• Admin support for content management and site administration
• Advice on functional requirements, module selection and technical options
• Small development tasks, design refinements and theme updates
• Service requests managed through Jira Service Desk
• Release and deployment management, including planned out-of-hours windows

Service management and resilience

• Incident management with prioritisation, escalation and agreed SLAs
• Problem management, including root-cause analysis and preventative actions
• Change enablement, with impact and risk assessment, and CAB review where required
• Post-incident reviews and continual service-improvement actions
• Availability, capacity and performance management, supported by regular service reporting

AI-enabled support and automation

• AI-assisted workflows and automation where appropriate, helping reduce repetitive operational work and improve service consistency
• Human oversight of AI-generated outputs before they are relied upon in service delivery
• AI use governed through Zoocha’s ISO 42001-aligned Artificial Intelligence Management System, with controls for security, privacy, risk and accountability

Zoocha provides structured, secure and responsive Drupal support for organisations that depend on their digital platforms. Our service brings together specialist Drupal expertise, robust service management, and clear, transparent communication to help you maintain a secure, reliable, and continuously improving platform.

Independently assured service delivery

• Support services governed by our seven ISO-certified management systems: ISO 9001, 14001, 20000-1, 22301, 27001, 27701 and 42001
• Management systems independently audited by a UKAS-accredited certification body
• Registered with the Information Commissioner’s Office (ICO)
• Cyber Essentials and Cyber Essentials Plus certified
• FSQS and JOSCAR registered, supporting work with highly regulated and security-conscious organisations
• BPSS-cleared team, with personnel screening aligned to recognised security standards

Specialist Drupal expertise

• Support from Acquia-certified Drupal developers, spanning Drupal 7 to Drupal 11
• Dedicated Client Services Manager, Service Desk Manager and technical support team
• Experienced support for Drupal core, contributed modules, custom code, integrations and hosting environments
• Guidance on platform strategy, upgrades, technical debt, module selection and continuous improvement
• AI-assisted operational workflows where appropriate, governed through Zoocha’s ISO 42001-certified AI management system

Responsive, transparent support

• ITIL v4-aligned Service Desk processes for incidents, service requests, changes and problem management
• Jira Service Desk ticketing, with transparent request tracking, prioritisation and SLA management
• Multi-channel support through self-service, email and telephone
• UK-based critical-support telephone access, available 24/7
• Critical incident cover available 24/7/365 through support retainer agreements
• Optional extended support hours from 09:00 to 22:00 for additional coverage
• Planned out-of-hours maintenance and deployment windows to minimise disruption

Built for long-term partnership

• Clear service reporting, regular reviews and proactive recommendations
• Structured escalation routes and accountable service ownership
• Continuous monitoring, maintenance and improvement to keep your Drupal platform secure, stable and ready to evolve

Our hosting and infrastructure support service keeps your digital platform's foundations secure, resilient, and ready to scale. We manage the day-to-day operational details, so your team can focus on delivering better digital services.

Resilience, recovery and availability

• Backup management, disaster-recovery planning and recovery simulations
• Database backups, replication, failover and performance tuning
• Capacity planning, load testing, performance testing and autoscaling optimisation
• Platform monitoring for availability, performance, security and operational health
• Centralised logging, alerting and integration with SIEM and SOC services where required
• Scheduled maintenance and controlled out-of-hours deployment windows

Security and access management

• Security hardening and patching across operating systems, applications and infrastructure
• Web Application Firewall (WAF), CDN and DDoS-mitigation configuration and management
• DNS, domain and SSL/TLS certificate management
• Identity and access management, including role-based access, secrets management and key rotation
• Network segmentation, encryption and controlled administrative access
• Compliance evidence, audit reporting and support for security assurance activities

Performance and platform optimisation

• CDN management across Cloudflare, AWS CloudFront, Akamai, Drupal Steward and other appropriate services
• PHP, web-server and caching optimisation, including Nginx, Apache, Varnish and Redis
• Drupal-aware infrastructure configuration, managed databases and elastic cloud compute
• Ongoing performance analysis, optimisation recommendations and platform improvements
• AWS cost optimisation to help balance performance, resilience and value

Reliable delivery and controlled change

• CI/CD pipeline maintenance and optimisation using GitHub Actions, Jenkins or GitLab
• Blue/green, rolling and other controlled deployment approaches where appropriate
• Infrastructure as Code using Terraform or CloudFormation, with version control and peer review
• Segregated development, feature, staging, UAT and production environments, with appropriate data sanitisation and access controls
• ITIL-aligned change management, risk assessment and CAB review where required
• Management of third-party hosting and technology providers

Our AWS-based Zoocha Hosting Platform brings these capabilities together through reusable Infrastructure as Code, AWS-native tooling, automation, monitoring and security controls. Each environment is tailored to the platform’s requirements for performance, resilience, integrations, security and support.

Our support service goes beyond keeping your platform running. We help you understand how it is performing, identify opportunities for improvement and use insight to guide your digital roadmap.

Performance, insight and reporting

• Tailored KPI reporting aligned to your organisation’s objectives
• Monthly service reviews to assess performance, priorities, risks and planned work
• Quarterly strategic reviews where appropriate, connecting operational activity to longer-term digital goals
• Website-performance analysis and optimisation to improve speed, reliability and user experience
• Capacity, availability and service-performance insight to support informed decision-making

Search, analytics and optimisation

• Technical SEO audits and support to identify and resolve search-performance issues
• Search visibility, crawlability, metadata, redirects and site-structure recommendations
• Google Analytics review, configuration and optimisation
• Google Tag Manager configuration and governance support
• Data-led recommendations to improve user journeys, engagement and conversion
• Generative Engine Optimisation (GEO) advice, where appropriate, to help organisations understand and improve their visibility in AI-powered search and answer platforms

By combining service data, analytics and user insight, we help turn day-to-day support into measurable, continuous improvement, ensuring your digital platform remains effective, discoverable and aligned with evolving user and organisational needs.

Give your team instant, secure access to the Zoocha Service Desk from our native mobile app (iOS & Android). Raise tickets in seconds, add screenshots, and receive push notifications on status updates, wherever you are. Track live progress, SLAs and next actions, with full comment and attachment history.

See your service desk utilisation at a glance (used hours vs contracted hours), forecast burn, and drill into category-level trends. The app also shows your key points of contact, your account manager, tech lead, and on-call details, so you always know who to reach.

Role-based access controls data, limiting it to the right people, with integration to Atlassian SSO. Built on our ISO-certified service management framework, you can view scheduled maintenance, release notes, incident reports and monthly service reports directly in the app. It’s a great way to stay in control of your Drupal support, without being tied to your desk.