A BETTER EXPERIENCE

Adyax Support

Introducing Adyax for one-stop Drupal site improvement, devOps and application support.

Highlights

Drupal Expertise

Quality and Value Commitment

Customized Programs

Proven, Flexible Process

Industry-leading SLA

Extended Hours or 24x7 Support

Adyax provides a single point of contact and access to a talented cross-functional team, all for less than the cost of a single, part-time resource.

We offer Drupal expertise with a customizable SLA and flexible programming to fit unique business constraints and needs. This ensures we can guarantee the both quality and value.

Dedicated resources, Flexible Access, and Cost Control:

It takes a lot to maintain a world-class website, beyond the regular publishing routine: planning, design, engineering, and access to many specialized resources.

When you work with Adyax, a dedicated contact becomes an expert on your unique site(s) and works closely with your team to keep track of backlogs, third-party vendors, and prioritization of requests.

You not only gain access to a wide variety of needed expertise, but we also offer an industry-leading SLA, flexibly tailored to your unique needs. Our clients benefit from our Quality & Value Commitment, cost savings, and a better experience.

Everything You Need:

  • Priority Customer Support
  • Software Updates / Upgrades
  • Change Request Management
  • Backlog Maintenance & Creation
  • User Training and Support
  • Quality Assurance & Quality Control

Plus Extra Expertise:

  • Project Governance & Management
  • New Features & Enhancements
  • Specialty Content & Creative Updates
  • Incremental UX Improvements
  • Support for Third Party Integration
  • Hosting Vendor Administration

We start with audits:

  • Code & Modules Audit
  • Security Audit
  • Performance Audit
  • Custom Audit

Then we plan and get to work:

  • Backlog Creation & Prioritization
  • Issue Clarification & Resolution
  • Prioritization of Work / Budget
  • Fixes, Enhancements, Evolution

Importance of the SLA:

The Service Level Agreement, or SLA, is important in order to ensure that our support team is working in sync with your team logging and responding to requests in support of the business.

We clarify the time expected for acknowledgement and prioritization of requests. The faster we together identify the root cause for an issue or request, the faster we can prioritize the completion of work. Adyax offers flexible SLAs to meet unique business needs such as geographic coverage or high traffic events. We clarify rates for “business hours” vs. “off hours” technical teams. In this way. You pay only for the resources you need and your dedicated contact.

24/7 Support

The Adyax 24/7 SLA encompasses all of the aforementioned services and extends support management availability for extended hours to meet your performance, global operations and business needs. We offer the fastest possible response time for acknowledgement and root cause identification for high-priority issues, and we offer off hours technical consulting services at a premium rate.

Adyax 24x7 Support accounts receive priority attention for the processing of high-priority service tickets. It is our commitment to be sure your digital business is secure and performant and that issues are resolved as quickly as possible.

Basic

  • dedicated contact
  • 8-hour response
  • 5-day critical resolution
  • use of ticketing system

Premium

  • dedicated contact
  • 4-hour response
  • 3-day critical resolution
  • adds phone support

Elite

  • dedicated contact
  • 1-hour response
  • ASAP critical resolution
  • adds direct use assistance

All packages include preventative maintenance, corrective maintenance, and response to standard requests. Non-critical issues are prioritized with client against a shared backlog.

Specialty services are available according to resource availability upon request. Premium and Elite packages receive priority access to specialty resources.