How to Grow Support To Become a Cornerstone of Your Business

By Katy Pool,

DrupalCon is once again upon us, and I’m looking forward to not only visiting New Orleans for the first time, but also co-presenting my first Drupalcon session. Our support manager, John Ouellet, and I spend most of our time in the support trenches, so we’ve thought a lot about what makes a successful model for web support. We’ll be covering the who, what, how, and why of Drupal support, so if you’re going to be at DrupalCon this year, come see us and bring your questions. Below is a sneak peek of what we’ll be presenting.

What You’ll Learn at Our Session

When we started our support program, it almost seemed like post-launch support was a dirty word in the community.  It was very easy to build a fancy Drupal site and walk away.  We noticed that the average end user can't really work a Drupal site that well. This led to a very simple question: how do we offer support to clients so they benefit and we make a profit?

We will go over many methods that have worked for us.  We will also talk about the methods we tried and failed at in the past four years of our Kalacare program. Topics will include, but will not be limited to:

  • How do you even find support clients?

  • How do you structure support (pricing, tiers, etc.?)

  • What tools do you use to manage support?

  • Who can fit the support role well and how do you help them succeed?

  • How do you offer different packages and how to sell them

  • How do you handle different types of support clients?

  • How do you convert support jobs to project-based work?


05/11/2016 - 10:45 - 11:45am

DrupalCon New Orleans

Rm 263

More information here:


John Ouellet, Senior Developer & Support Manager at Kalamuna

This sales engineer was sent back in time to promote and serve Kalamuna. John wasn't manufactured with emotions — just a hardcoded desire for domination. With decades of programming experience, you can be assured that he knows what he's talking about, and that he won't waste your time with fluff and nonsense.

Katy Pool, Junior Developer

With her quick wit and fortitude, Katy swiftly evolved from intern to junior developer at Kalamuna. She works on many support and development projects and handles both backend and frontend work for sites in Drupal 6, Drupal 7, and Wordpress.

Got questions before the session? Or a topic you’re eager to discuss? Hit me up @katypool or send John a message @labboy0276


Katy Pool

Junior Developer

It's a great thing to watch Katy Pool configure Drupal to her will. As Kalamuna's friendly, in-house site builder, Katy is quickly learning how to make internet the Kalaway! When Katy isn't putting together new websites, she's reading the coolest books, collecting provinces in her Dominion, and flailing about at dance parties to which you are not invited.