After the site launches and the project is over, there are two paths: developers and project managers can shake client's hands, pat backs, and all head our separate ways. Or we can continue to build a relationship - continue being a part of our client's success. Strong long-term relationships benefit clients by providing trust and security, like a familiar mechanic or the barber we have had since we were a kid. As merchants, we also benefit. Happy clients mean referrals and recurring income.

Offering support is a different type of commitment, requiring a different strategy. A dev shop becomes a different type of service provider, and needs to prepare for great execution. This session will cover the why, how, and when of offering support, as well as exchange ideas about the many aspects: selling, marketing, staffing, delivering and monitoring support for Drupal.

Appealing to both the technical and non-technical, topics include:

How to determine what type of support your clients need
Organizing support requests, working within budgets and architecting timelines
Workflow tactics and tools we love
How to audit a site, understand it, and help it grow
Best practices for your support development workflow
Developer notes from the trenches- what you should know and look for
Come hear different perspectives on support and join the conversation!