TBC March 2019

City, University London

Dispatches from the trenches - lessons learned from the last four years of delivering support


This is a wide-ranging talk, touching on on the technical, the not-so-technical, to business and communication. A knowledge of Drupal will provide a good background, but there's no particular prerequisites.

Session content

Annertech has many years of experience delivering simple solutions to complex problems for many, many clients. Once these projects go live, that's where the next phase of work kicks off and the support team steps in. Upgrades, maintenance, trouble-shooting, optimisation, improvements and all those ideas, plans and desires that never made it into the initial build now come to the table, vying for attention.

So how do you figure out what needs to be done? How do you reconcile those tasks for which your client is chomping at the bit versus the ones you know to be important, but have very little visible benefit?

How do you handle upgrades? Testing? Quality assurance? Should you be proactive or reactive? And what about tooling? Versions? Skill-sets?

What happens when you inherit a site your agency didn't develop? What about that most feared of all things... change?

In this talk I will share how we tackle these difficult questions, and along the way we'll look at the pitfalls, conundrums and landmines we've encountered whilst delivering top-class service and value to our support clients.


NB: I've selected the business track here, but as it is such a broad talk, it could just as easily slot into site-building or development.


About me: I've been leading the Annertech support/ongoing-delivery/customer-happiness team at Annertech since 2014, and joined the company in 2011. I've been attending Drupalcons since 2009, doing Drupal since 2008, building websites since 1998 and mucking around on computers since 1987. I've spoken at DrupalCons, Drupalcamps and meetups, toured around Ireland delivering technology training and toured around Europe playing heavy metal.

Some previous talks: 

Skill level
Good working knowledge
Community & Business
Session room
Session day

Keynote speakers

Ryan Szrama

Commerce Guys

Ryan Szrama

Ryan got his start in web development through an online sales company based in Louisville, KY. It was there that he nursed Ubercart through its infancy to its use on over 20,000 websites as the Project Lead and community face of the project.

In 2009, Ryan co-founded Commerce Guys and eventually led the development of Drupal Commerce for Drupal 7. He grew the new project from its first full release at DrupalCon London to its use today on over 60,000 websites.

As of February 2016, Ryan acquired control of Commerce Guys and assumed leadership of the business with his time split between managing the company and contributing to its various open source projects.

Chris Teitzel


Chris Teitzel

Chris has been part of the Drupal community for 8 years and during that time has been fortunate enough to be involved in all aspects of the community. Originally part of the team supporting the Omega theme, he helped drive documentation and community support to lower the bar for theming in Drupal. He’s since been involved in projects spanning the globe working with all levels of business from top enterprises to startups building everything from bootstrapped humanitarian tools based on SMS to airline ticketing systems built in Drupal Commerce. In the recent years he has set his sights on security in Drupal and specifically around data privacy and security to again lower the bar for developers to adhere to best practices.

Baddý Sonja Breidert


Baddý Sonja Breidert

Baddý Sonja Breidert (baddysonja) is the CEO and Co-Founder of 1xINTERNET, one of the largest Drupal web agencies in Germany. 1xINTERNET has offices in Germany and Spain and has clients all over Europe.

Baddý graduated with B.Sc. in Computer Science from the University of Reykjavik in 2003 and after that completed her M.Sc. in Engineering Management from the Technical University in Vienna, where she today teaches Agile Project management and IT. She is also an European champion in Robotic Soccer - where she competed with her University in 2008.

Baddý has been very active in the Drupal community and has organised conferences and events both in Iceland and Germany. Currently she is one of the main organisers of Drupal Europe, which will take place in fall 2018.


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