Different organisations have different levels and types of support they require, and so for each client we determine the most appropriate support arrangement.
Some clients require assistance only periodically - perhaps with creating some advanced content or minor improvements and enhancements, and in this case, we recommend working with us on an ad-hoc and reactive model. As you need support with making changes to your site, you just let us know. We'll estimate the task and then following approval, schedule it and set about making it happen.
Some clients require more regular assistance, and that we work more proactively to identify iterative improvements and apply regular maintenance and system updates. We determine an appropriate number of hours per month or quarter, and handle any task thrown at us. We'll work with you to identify and schedule enhancements, monitor your site Drupal logs and address any issues that arise, and apply Drupal Security updates on a regular cycle.
If you require some mix of both, that is no problem! No matter how you work with us, we respond within 24 hours to let you know we've received your request and when we expect to have it complete. Whenever possible, we aim to respond the same working day.