How to evaluate a Drupal support company? That's easy, choose us!
But seriously though, there are some specific qualities you'll want to look for in a good Drupal website support vendor.
When you call, do they answer the phone?
There's an old saying that 80% of success is just showing up. If your site is down, you want help... NOW!
Can you communicate with them easily?
You shouldn't have to bend over backwards to explain what's wrong and when you need it fixed.
Can they technically handle the work?
This evaluation can be very difficult if you do not have a technical background. I've had some general managers tell me that they have looked at our number and complexity of our technical blog posts before calling us. Granted, they had a difficult time telling the nouns from the verbs, but it worked for them. One issue to consider is if you are in the situation of needing a very old version of Drupal support, such as version 5. Not all support vendors may be able to, or willing, to support that codebase, so it is important to evaluate this upfront.
Are their customers happy?
Believe it or not, we have heard of Drupal companies giving customer references that were not very good. That doesn't make much sense to me. If you do talk to references, you'll be looking for an organization of a similar size that has similar support needs.
How do they work?
You know how you'd like to report issues, who you'd like to talk to, when you'd like to get status reports, and how you'd be invoiced.
Can you afford them?
Like any service, you're balancing price and quality. I know many Drupal support companies that won't support a site for less than 4 or 5 figures monthly. It goes without saying though, that budgeting for your support needs should be an important consideration for managing your Drupal website.