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FAQ - Knowledgebase
Is Drupal updates and security patches a part of ticketing or it will be considered additional?
The Drupal updates and security patches will be considered additional and will be done on regular basis.
Do I have to change web hosting providers?
If you sign up for Platinum or Enterprise plan then you don’t need to change your hosting provider. However, the Silver and Gold plan does not support 3rd party hosting. [More information about our hosting service]
Are there requirements for my web hosting environment?
Yes – to get all the benefits of our service, we highly recommend the following environment:
  •  LAMP Environment preferred
  •  Windows hosting taken on case-by-case basis 
  •  PHP 5.2 or higher 
  •  MySQL 5.0 or higher 
  •  SFTP and/or SSH capable and enabled
For automated and/or offsite backups you should also have the ability to email, FTP or SFTP to/from the server.
What can I use my one hour per month for?
A few things most clients use their hour for:
  •  UI troubleshooting (HTML, CSS, Javascript)
  •  Styling elements with CSS
  •  Content Population & Image Manipulation
If you’re unsure, or want to know before signing up, please contact us.
Does my one hour of website update time or tickets roll over if unused?
Unfortunately, no. At this time in order for us to properly manage time allocated to each account per month, we cannot allow for hours or tickets to rollover.
What happens if my site is compromised or flagged as malware?
Please, first understand this happens to thousands of sites daily and will not destroy your online presence. We can quickly help you resolve these issues and clear your flags from search engines.
In these instances, our team of experts will investigate, clean and/or restore your site and help you move forward. Once resolved, we will notify you to re-submit to Google and/or other search engines for review, removing the malware notice(s).
What will happen if the bug arises in Drupal Contributed or Custom Module?
DruShield will repair the bug and submit the fix to the development team, the development team will decide whether to commit the fix or not. In case the development team decides not to commit the fix, client should maintain the fix in next upgrade considering it as a custom module.
Also, use of different version of module may be required if it is determined that the problem can be fixed in an alternate version. In such cases, DruShield may recommend workarounds or permanent solutions using alternate modules or methods for achieving the required fixes.
We only support security patches or Severity 1 and 2 issue on modules to ensure site is protected and running. All other bugs are handled through a separate development contract.
Will DruShield fix the bug occurring in third party application and utilities?
In case of third party application and utilities DruShield will not attempt any fixes.
How does the Maintenance team of DruShield work with the client’s Development team?
During the maintenance contract if bug is encountered, DruShield may fix the bug and provide it to the developer, or DruShield may provide the required advice to the development team to implement the fix themselves depending on the urgency and situation.
Is there a possibility that DruShield may decline to fix and repair the bug?
Generally DruShield does not decline to repair the bug and the resolution is done on DruShield’s process model described above but DruShield may find certain repairs beyond the scope of subscription plan and may decline to fix the bug and perform repair. It should be noted that specific resolution and resolution time is not guaranteed.
What happens if my site breaks when you update Drupal or my modules/theme(s)?
If the site breaks and we can fix it immediately (an obvious or known issue) we will immediately fix the issue and send a notification to your account contact email address. If the fix is unknown or not immediate, we will roll the site back to the most recent backup (created before the update).
We will spend up to one (1) hour of time fixing/troubleshooting the issue – if we cannot fix within that time, we will give you a time/cost estimate and let you decide if you’d like us to move forward.
Can you re-design our website? What if we have a specific project/web design/development need?
Such requirements come under separate development plan.
Can I cancel at anytime?
Yes – after your first two months you can cancel within 30-days of your renewal date. You’re never required to stay with us – in fact, we’d prefer you have the option to leave if you’re unhappy with our service and give us feedback on how we can serve you better.
How do I submit a request for basic theme and other modifications?
You can submit requests directly by logging in and raising a ticket. Or you can simply email the requirement to your dedicated account executive who will raise the ticket on your behalf.
Pricing FAQ's
What is a small task? Can more than 1 small tasks be bought and submitted together?
A small task is a technical or graphic adjustment on your Drupal website that takes a member of our team 1 hour or less. You may purchase as many Single Task in advance as you like, however you may only submit 1 active task at one time because we work on one task at time.
Do you reject any task, if yes, why?
Any single task that we feel risks taking longer than 1 hour. Risk assessment is not always related to the task itself but also in how difficult it might be to communicate the idea with each customer. If all else fails, we love to help with our connections and resources in the Drupal world.
What about the billing cycle, will I be billed automatically?
Yes, you will get automatically billed every 30 days or every 3 months, 6 months, etc. depending on which Subscription option you have chosen. 
How can I cancel?
You may cancel anytime. The cancellation will come in effect from the next billing cycle and does not apply to the billing cycle you have already paid for. If you do not think you will need the service for more than a month, it's best to consider other support options. The quality and value we are able to deliver is optimal when customers sign up for more than a month.
What is the support process?
After your payment is confirmed, we send you a welcome email which contains a confirmation link to get started. Once your JIRA account is set-up, task submissions are approved or disapproved by their displayed "First Delivery" date. This is usually anywhere between 1 to 2 business days, depending on your purchase. If a task is refused, we will offer for you to replace your request in reply to the same ticket which will be treated with priority over our other requests.
How do you define 1 business day and do you do only 1 task a day?
Not exactly. The 1 business day turnaround means that one of our developers will get back to you with a completed task by the end of the following business day (12AM ET). This assumes that your request is clear enough to be picked up without any additional communication and has all necessary assets, images, mock-ups, etc. If your request has a question that must be answered first, or would require additional revisions, this may take additional time depending on how long ago you received the last developer's response, and the volume of our task queue.
Do you work with agencies?
We do. We are not averse to deliver small task work through agencies If you are an agency, you can also check out our generous affiliate program.
Can you break up a bigger project into many smaller 1 hour tasks?
No. You must separate your job into smaller 1 hour tasks and submit them separately. It is not possible for us to guarantee or pre-approve a list of tasks, as we don't know how your theme has been built, what scripts or plugins have been installed or altered, or if any person or developer had manipulated your theme files. Theme versions change often, we work in old and new frameworks all the time, there are many things that can influence, slow down or impede the development process at any step in your task list. Although our team sometimes breaks down and suggests submitting a request into 2 tasks, we do this only when we deem it works with our internal submission policies. However, if submissions are regularly lists of 2 tasks or more, our team will request that you revise your submissions. 
Why should I trust Drushield with my ?
We are a leading Drupal Expert company with team members all over the world. We've been focused on delivering small technical and graphic tasks to Drupal users since 2007 and have helped over 5000 Drupal website owners get stuff done. View our drupal profile: https://www.drupal.org/node/1962434 
Our Clients
Alan Jacobson
Founder / Tweentribune.com
"Drushield’s work is excellent, their dedication is extraordinary, Their knowledge is remarkable, It has been a pleasure and an honour to work with them. My site serves more than 10 million pages per month. 
SmithSonian Learning Institution acquired my website.
Drushield team made my success possible."
Hom Bahmanyar
Council Member / losgatoscenter
"Appreciative of your responsiveness to our issues even after completion of our project and full payment."
Xiangwei Gong
President Asia / DSM Food Specialities
"Dru shield is an excellent trustworthy partner, professional and responsive. We are very happy with their service and would recommend their service to anybody further."
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