If you want to grow recurring revenue by providing SLAs for your Drupal projects, automation is THE key to offering a reliable response time. Of course, you could build a dedicated 24/7 support team - but the cost will be exorbitant!
Last Saturday Oskar and Dirk from the ERPAL Platform Team went to UX Day Graz 2015. A small community conference on user experience, interaction design and usability.
Selling support is not so easy. Mostly you end up with agreements such as getting paid only if there’s a support request.
Since my talk at Drupalcon Barcelona about a recurring revenue for Drupal shops I’ve had several discussions with other agencies about how to grow a professional and reliable Drupal support business.
What do you do when your site goes down, or is hacked, or gets unreasonably slow?
Well, if your site is important to your business or organization or life, then you drop everything and work as long as it takes to fix the problem!