What is our managed service support?

Our support service provides you and your system with direct assistance from our experienced team. In addition to offering support for those solutions that we have implemented, we are also happy to manage systems that may be new to us. On a day-to-day basis, we provide critical assistance following any issues/bugs that occur within your system, and to limit downtime/impact on your business, we operate the following Service-Level Agreements (SLAs) on all Service Requests (SR) that are raised:  

  • 1-hour response time to acknowledge SR which is logged to our dedicated support email address 
  • A next business day response time for action plan/resolution confirmation related to each SR
CX-and-integrations

Support

We ensure all updates, patches and upgrades are assessed and completed seemlesssly when they become available. This guarantees that your system’s users will be able to focus solely on their tasks, unaffected by any work taking place.

A dedicated Customer Service Manager (CSM) will be your point of escalation and will provide updates via a quarterly review. These regular reviews will give you the extra confidence to know that your systems are always secure, up-to-date and performing at the optimal level.

Why our managed service support?

Success manager

  • First / Escalation contact
  • Service reviews 
  • New functionality assessment 

Development team

  • Consistent developer engagement
  • Management of third-party support
  • Customer specific guidance around upgrades / maintenance

Senior team

  • Defining/building IT infrastructure 
  • Strategic alignment (Roadmap)
  • Business and System best practice

Our support service provides you with the access to our extremely skilled and knowledgeable team. Our team unanimously agrees that a support service can ensure the continuing success of an implemented system.

With our support service
Without our support service

Positive and engaged user adoption

Supported users who feel ‘help is at hand’ when required, timely incident resolution reducing system down time.

Proactive maintenance and upgrades

Impact assessment, benefits realisation of new/modified features, expert knowledge, agreed provisioning dates, regression testing for new releases.

Consistent and effective change control

Enhanced security and compliance, Supported changes to user material.

Formal incident support process

Agreed process in partnership with Walpole inclusive of FTR, regular updates and planned technical availability.

Predictable pricing and manageable costs

Pre-agreed prices on a monthly basis with regular reviews alongside dedicated CSM.

Disengaged and unsupported users

Users disengage and revert to ‘old ways’ of working or shortcuts, stop using the system.

Unplanned maintenance and upgrades

Automatic upgrades/maintenance without due diligence cause major impacts to PROD environment.

Limited governance and uncontrolled changes

User training guides and documentation become disconnected, updates within system delayed.

Limited support on ad-hoc basis

Extended incident resolution time, responses are slow and unmanaged.

Unplanned costs over budget

Costs for support are completely unpredictable and determined on a case-by-case basis.

This is what one of our customers says about having a Walpole Partnership support service.
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Within our support services we have flexible options dependent on the needs of an organisation, from a bank of hours agreement to a fixed monthly agreement

If you are interested in a service that delivers exceptional business results whilst keeping control of your ongoing costs, then contact us for more information.