Application Operations & Support

Doghouse provides a full range of back-end support services that ensure smooth daily operations and facilitate ongoing development:

• Support helpdesk
• Drupal & Magento experts
• Patching and security updates
• Application performance and monitoring
• Service level agreements

Support Desk

As a Doghouse client, you will have a monthly retainer in place that gives us a fixed quantity of hours in which to solve your tickets for daily operations.

Through our helpdesk portal, you can submit, prioritise, and track tickets for resolution by our friendly team of experts. Retainer hours are used for daily operations, covering critical issues (triaging and security updates) and general support (maintenance and non-complex new features). Any hours you don’t use can be applied to additional site features.

At a minimum, clients have a standard service level agreement in place. This means urgent (P1) tickets will receive a response within one business hour and be resolved within four business hours. You may opt for our premium service level agreement, which offers 24x7 coverage.

We can provide guidance on which services are appropriate for your web application.

Patch Management

Because open-source operating systems and applications like Drupal and Magento require maintenance, Doghouse manages ongoing patching and updates.

Critical security updates are prioritised and handled by our support services department.

Application Performance Monitoring

We use tools such as New Relic to provide insight into the performance of your application in real time. New Relic is an invaluable investigative tool for support and makes identifying bugs, external service issues and performance problems faster, minimising investigation time and costs.