With an EDUCO support agreement you’ll receive 24/7 access to our custom myEDUCO ticketing portal. Our custom built Drupal support portal offers access to our team of project strategists and developers to help address a broad range of issues and enhancement based goals for your website.
- Direct access to EDUCO team members
- Email notifications of ticket status
- Real time comment notifications to help get issues resolved quickly and accurately
- Ticket archive to review any prior requests
- Access to training materials
We started working with them in October 2015 and we launched the website November 2016. We’ve continued to work with them for 10 years because of the way they’ve conducted themselves as a partner.
Our Support & Enhancement Services
CMS Training
- Copy and media updates
- How to use newly added functionality
Trouble-shooting
- Content not displaying as expected
- Investigating and resolving error messages
Website Outage
- Immediate investigation and troubleshooting to get websites back online and functioning
Functionality Enhancements
- New module or plugin enhancements to address evolving business needs
Content Updates
- Making client-supplied copy updates
- Creating web forms
- Optimizing images
Design Updates
- Redesigning web page templates
- Designing new pages
- Creating graphics
Code Installation
- 3rd-party code installation
Password & Login Issues
- Trouble logging into your CMS
- Updating user access for turnover & new hires
No alarms and no surprises
What to Expect When Submitting a Support Request
Once you've submitted your request you'll receive an email confirming your ticket has been received and that our team is on it! You'll be able to track your ticket's progress on your portal dashboard and interact with our support team to get your issue resolved. Once the ticket is complete you’ll receive a final email notification that the ticket has been completed, and if you are satisfied, you can mark the ticket “Resolved.”
Standard Requests
All support ticket requests are standard unless your site is down. Response and resolution times are based on your support package tier.
Emergency Requests
Tickets are designated as an “Emergency” if there are major problems that impact the functionality of your website or your ability to do business. Emergency tickets are investigated immediately and resolved as quickly as possible.
Response Times
EDUCO will respond within the timeframe designated by your support package tier to ask any clarifying questions, request additional assets, or add the work to the production queue. Response times range between 1-2 days.
Resolution Times
We aim to have all tickets resolved up to 6 days after submission. Resolution time is based on your support tier coverage. EDUCO’s ability to resolve tickets within the designated time frame depends upon receiving timely responses to ticketed issues.
Site Security
Quarterly Maintenance
Technical site maintenance is part of our ongoing effort to ensure that your site is secure and functioning at peak performance. Every quarter we will implement security updates and perform standard system maintenance tasks. During the maintenance period your site will experience no down time. There are no specific actions required on your part for these updates and they will include the following:
- CMS and module security updates
- Bug fixes
- Offsite backups
You've got options
Discover which maintenance package is right for you:
A support agreement with EDUCO provides consistent response times, reliable day-to-day support, and clear strategic guidance to keep your websites performing at a high level. Our team integrates seamlessly with yours, ensuring that priorities are addressed efficiently and without delays.
| Site essentials | PRoactive performance | Strategic Partner | |
|---|---|---|---|
|
A streamlined support option designed to handle foundational maintenance and quick resolutions. It ensures your site stays functional, updated, and stress-free. |
Designed for teams who need more than ticket resolution, this tier fuels ongoing enhancements and small improvements. We help you identify opportunities, refine pages, and make your website work harder for your goals. |
Built for organizations that need ongoing attention and elevated responsiveness, this plan includes more ticket coverage, consistent weekly touchpoints, and a focused partnership required for large or complex sites. |
|
|
Help Desk Ticket Access |
10 Hours/Month |
15 Hours/Month |
20 Hours/Month |
| Phone Support | - | Included | Included |
| Monthly Meeting | - | Included | Included |
| Weekly Meeting | - | - | Included |
| Annual Maintenance | Included | Included | Included |
|
Security Updates |
Included |
Included |
Included |
|
Off-site Backups |
Included |
Included |
Included |
|
Emergency Tickets |
- |
Included |
Included |
|
Response Time |
1-2 Days | 1-2 Days | 1 Day |
|
Resolution Time |
4-6 Days | 2-3 Days | 1-2 Days |
|
Timeline |
12 Months | 12 Months | 12 Months |
|
Monthly Payment |
$1700 | $2400 | $3000 |
Need more?
SEO + AI Optimization packages:
We love turning websites into high-performing, search-friendly, AI-ready machines. Whether we built your site or someone else did, we can help you boost visibility, improve content performance, and prepare your site for the new era of AI search.
| Elevate | Expand | Amplify | |
|---|---|---|---|
|
You set the strategy — we make sure your content performs. We’ll review and optimize existing content through an SEO lens, building momentum by improving the visibility and performance of your current pages. |
We collaborate with you to shape and drive the SEO strategy. Our team will identify content opportunities and provide actionable recommendations to better connect your organization with your audience and search intent. |
At this level we'll build on the previous tiers by crafting meaningful content that speaks your audience’s language — content that answers their questions, solves their problems, and earns top placement in search. |
|
|
Performance Review |
Quarterly |
Monthly |
Monthly |
| On Site Optimization | Included | Included | Included |
|
SEO Content Strategy |
- |
Included |
Included |
|
Keyword Tracking |
- |
- |
Included |
|
Keyword Research |
Included |
Included |
Included |
|
SEO Page Templates |
- | - | 1 Day |
|
Monthly On Page SEO Recommendations |
Included | Included | Included |
| Local Optimization | Included | Included | Included |
| Schema Updates | Included | Included | Included |
| Peer Analysis | - | - | Included |
|
Timeline |
12 Months | 12 Months | 12 Months |
|
Monthly Payment |
$750 | $1500 | $2000 |
Thank you!
Thank you for taking the time to review our proposal. We appreciate the opportunity to support your team and strengthen the digital infrastructure behind Erikson’s important work. We’re ready when you are and look forward to building a strong, collaborative partnership.