About our Support Practice

Salsa's support services

Ensure your website and application remains up to date, secure and running smoothly with our permanently staffed, SLA-backed Service Desk.

For Drupal, OpenFisca, CKAN, GovCMS PaaS and Wordpress websites and applications, Service Desk provides:

• Application support
• Minor development and theming enhancements
• Ad-hoc advisory and website updates
• Security, PHP, core and module patching
• Major application upgrades

Response SLAs

We provide a range of plans that vary on response SLA to meet your requirements:

• Core – Business-hours support with 4-hour response SLA
• Essential – 24x5 support with 2-hour response SLA
• Mission Critical – 24x7 support with 1-hour response SLA

Deep expertise

We believe expertise matters.

For web CMS (Drupal and Wordpress), Salsa is a Global Top 20 contributor to the Drupal project and runs the largest Drupal government program in the world, GovCMS. Our expertise is made available to you with our permanent team of experts.

For CKAN, we host and run data.vic.gov.au, the Victorian Budget CKAN website, the Queensland Government open data portal, and the Northern Territory open data initiative.

For OpenFisca, we are running the Australian Government’s Rules as Code trials as this new government-to-citizen engagement develops.

Robust support ticketing system

Our user-friendly support ticketing system ensures you have confidence that your ticket has been raised and provides full transparency for tracking and reporting, so you can track the progress, history and status of your requests.

Monthly reporting

We provide monthly reporting and statements for our clients to ensure focus is being directed where it's needed, better forward planning for major upgrades and activities, and ensuring clients are getting the best value from the plans where possible.

Advisory and website update tasks

Don’t let your site become stagnant and out of date! We know you’re busy, so Salsa's Service Desk includes unlimited requests for expert advisory, content updates, theming changes or website configuration change tasks.