Support and managed services
Something breaks and nobody
can tell you whose problem it is.
Once the system runs the business, support is not a helpdesk exercise. It needs people who understand your processes, will own the awkward issues and will tell you honestly when the real answer is a fix, a change, or something bigger.
We support systems we did not implement, and we say so when support is the wrong answer.
Sound familiar?
Most people do not ring us about software. They ring us about being stuck.
These are the things finance directors and operations managers describe in the first ten minutes of a call.
The same problem keeps coming back
It gets closed, then it returns next month. Nobody has looked at why.
Nobody will own it
It is the system, or the data, or the integration, or the other supplier. Meanwhile it is still broken.
The backlog only grows
Small improvements sit there so long that people stop asking and build a spreadsheet instead.
You find out from your users
The first sign something is down is a phone call from the warehouse or the finance team.
When you raise something
What actually happens after you tell us.
Five steps, in plain language. The point of the last one is that the same issue should not keep coming back.
- You tell us what is happening: What has stopped, who it affects and what it is costing you today.
- We work out what it really is: Configuration, data, process, integration, code, a third party or the Microsoft platform.
- We prioritise on impact: Whether a critical process is stopped matters more than how loudly it was reported.
- We fix it or we say who can: If it belongs elsewhere, you get the reason and the next step, not a closed ticket.
- We ask if it should happen again: Repeat issues become something to solve permanently rather than something to keep absorbing.
What customers say
They came to us for what needed fixing. They stayed for what came next.
Around 80% of our business comes from existing customers and referrals. These are their words, not ours.
80%
of our business comes from existing customers and referrals.
The best I’ve ever experienced in over 20 years of collaboration.
Programme Manager, Hill & Smith Plc
What is included
One service model, from break-fix to roadmap.
Nominated users raise incidents through the support portal, and each one is triaged, owned and progressed against agreed service levels. Alongside that sits the advice, the governance and the improvement work that keep the platform aligned with the business.
Break-fix support
Investigation, replication, diagnosis and resolution of technical or functional behaviour that is not working as expected.
Critical situation support
Structured coordination between you, our specialists and the relevant software provider when a service-impacting issue stops the business.
Advisory support
Remote consultancy, user guidance, small developments, configuration changes, data corrections and code fixes beyond standard break-fix.
Service governance
Incident reviews, follow-up actions, recurring issue analysis and a clear view of service performance and improvement priorities.
Roadmap and optimisation
Regular assessment of how well the platform fits current use, planned business change and future Microsoft capability.
Microsoft and ISV escalation
Coordinated escalation to Microsoft or a third-party software provider where the issue sits with them, within the agreed arrangement.
Support packages
Choose the right fit.
Three operating models, matched to how complex your environment is and how critical the platform is to daily operations.
Standard
Essential coverage
Essential support coverage for organisations with stable, well-defined environments.
- Support portal access
- Included
- Unlimited break-fix incident logging
- Included
- Response and resolution SLAs
- Defined in service agreement
- Microsoft and ISV escalation coordination
- Included
- Service monitoring
- Not included
- Service reviews
- As agreed
- Roadmap reviews
- Not included
- Dedicated Service Delivery Manager
- Not included
Enhanced
Regular engagement
For organisations needing more regular engagement and structured service reviews.
- Support portal access
- Included
- Unlimited break-fix incident logging
- Included
- Response and resolution SLAs
- Defined in service agreement
- Microsoft and ISV escalation coordination
- Included
- Service monitoring
- Limited features
- Service reviews
- Structured cadence
- Roadmap reviews
- Included
- Dedicated Service Delivery Manager
- Not included
Premium
Business-critical
For complex or business-critical environments needing closer service management.
- Support portal access
- Included
- Unlimited break-fix incident logging
- Included
- Response and resolution SLAs
- Defined in service agreement
- Microsoft and ISV escalation coordination
- Included
- Service monitoring
- Included
- Service reviews
- Structured cadence
- Roadmap reviews
- Included
- Dedicated Service Delivery Manager
- Included
Service levels, hours of cover and commercials are set in the service agreement for your environment. If you are not sure which package fits, we will review your current implementation, usage and demand on the platform and tell you which one we would recommend.
Service reporting
Monitoring history can contribute to operational service reporting.
Where the implementation supports it, monitoring information can be reviewed alongside the wider service picture. We only report categories that genuinely exist in the solution.
- Availability history
- Monitoring events
- Alert history
- Maintenance windows
- Incident duration
- Availability trends
Common questions
Questions leaders ask about support.
A conversation, not a pitch
Tell us what keeps going wrong.
The issue that never stays fixed, the backlog nobody has looked at, the partner relationship that is ending. Start there and we will tell you what we would look at first.