Customer Support

In addition to developing and implementing CMS and message design solutions, iDonny Productions provides advice and support in the selection and maintenance of the hosting environment for your web applications (CMS, CRM and messaging). iDonny Productions takes the role of 'maintenance caretaker' to ensure that your technical setup continues to operate consistently and efficiently so as to provide the peace-of-mind you need to focus on your core business.

Application Maintenance
iDonny provides peace of mind by maintaining the Drupal core application and contributed modules. This ensures that all security updates are promptly applied so that you can concentrate on your business knowing that your web CMS is well taken care of. This support service can be metered, or as part of an annual support package.

Contact Channels
Support is provided via web-tickets, email and telephone depending on the nature of the problem. For customers covered by a pre-paid application and module maintenance subscription, there is no additional charge for resolving genuine application and module issues. Otherwise, support services will be billed at the prevailing hourly rates.

Telephone: +17742724113
Tickets: http://support.idonny.com
Email: support@

Hours of Operation
The regular work schedule is between 8am and 5pm Eastern US time. Emergencies will receive attention outside these hours, and where a quick resolution is not possible, they will be handled the following business day.

Response Time
Issues and tasks logged in the task management system will be reviewed within four (4) hours. The initial response will provide information on schedule availability, time estimate, and preliminary troubleshooting hypotheses. There can however be no guarantee on the amount of time it will take to resolve the issue. If a problem is deemed to be beyond my abilities and skills after troubleshooting, you will be informed of this fact and given suggestions of avenues to pursue.

* Custom Theming & Feature Development
Implementation of your custom look & feel and custom integration with your legacy applications will require scoping and billing at an hourly rate.