Your TOPdesk environment works. But who manages the tool?
Once the implementation ends, the consultant leaves, the administrator moves on, and the wish list grows faster than anyone can work through it. We take that administration over, entirely remotely.
Term of 6 or 12 months, invoiced monthly or paid up front · 5% off when paid up front
What it costs
All ratesWe keep your environment in shape: 4 hours a week, with the dashboard on your own TOPdesk data.
Managed from €2,700 p/mthA fixed number of hours a week. 8, 16, 24 or more.
Fully Managed price on requestWe take the administration over: support, changes, release checks and reporting. From 32 hours a week.
A fixed monthly rate, no after-the-fact billing. You stay the owner of the environment.
12+ years
in IT Service Management, most of it in and around TOPdesk
6 or 12 months
term of your choosing, invoiced monthly — 5% off if paid up front
Remote
delivered remotely; meetings online or at your office
Fixed price
one monthly amount, no after-the-fact billing, no surprises
A selection of our clients
What a monthly amount actually contains
Administration happens in the system, not in a meeting room. Being present does not make a change any faster; it mainly makes the unit you buy it in bigger. Someone who comes over comes for half a day — even when the work takes half an hour. Remotely, every hour you buy goes into the work itself: no travel time, no half-day to fill up.
Convert the monthly amount into an hourly rate and it comes out below a common rate — and you are not only buying hours. Every package includes the AureaDesk Pro package (worth €395 a month) and the TOPdesk quick scan (worth €245); from Managed upwards also the annual TOPdesk check on your configuration and processes. Fully Managed adds the Expertise Desk: your remote service desk for TOPdesk. How that adds up.
Three steps, and the first one is free
No six-week quotation process and no procurement language. After one hour you know where you stand and what it would cost.
Free quick scan
One online session of about an hour walking through your TOPdesk environment together. You take away concrete improvement points, even if you buy nothing further.
Free · 60 minutes · worth €245Choose a package
Based on what we see, we advise which package fits: Monitor, Managed or Fully Managed. Every price is published on this site, so there is nothing to wait for.
AdviceStart
No recruitment, no ramp-up, no waiting list. As soon as we have access to the environment, we can get going.
Available immediatelyThe implementation has an end date. The administration does not.
An implementation is a project: a team is assigned, there is a budget and there is a day it is finished. The administration that follows has none of that — it runs on, week after week. That is where the backlog builds: not because the knowledge is missing, but because nobody's week has room for it.
The knowledge leaves with the administrator
The consultant moves on and the in-house administrator takes a different role. Why TOPdesk was configured the way it was lives mostly in people's heads and hardly at all in documentation. Every handover loses some of it.
The backlog keeps growing
An extra field, an adjusted form or a report that does not add up: every small request lands on the backlog. Because nobody has time set aside to pick them up, the list only gets longer.
You use only part of TOPdesk
Events & Actions, the self-service portal, asset management and the knowledge base: the capability is there but barely used. You pay for a complete platform and mostly use it to log tickets.
Insight takes more time than it should
The question “where do we stand?” quickly turns into exporting, combining and updating in Excel. The result is a snapshot, while information you steer on should be available continuously.
Ongoing administration, or work per assignment?
Both cover the same work: functional management of TOPdesk. The difference is what you buy.
You want the administration taken care of
You do not need a full administrator, but the administration does have to happen structurally. You choose a package with a fixed monthly rate, defined work and clear service commitments.
You want something delivered
Configuring a module, building an integration, running a migration or getting the reporting in order. Each assignment has its own scope and its own quote, or runs off a prepaid bundle. One job or a series — no subscription, and available separately from a management package.
Three packages — you decide how much you hand over
Managed Services means remote TOPdesk administration at a fixed monthly rate. How much you hand over is up to you, and it can change from month to month. In all three cases you stay the owner of your own TOPdesk environment, the data and the licences.
Monitor
We keep your TOPdesk environment in order with release checks, configuration reviews, reporting and small changes. That keeps the environment current and stops necessary administration from sliding.
- 4 hours of administration per week
- AureaDesk Pro package included free (worth €395 a month)
- Release check on every TOPdesk update
- Monthly reporting
- TOPdesk quick scan included (worth €245)
- Need more hours? Additional hours on request
Managed
A fixed number of hours each week, scheduled by us. What we do in those hours is not fixed: clearing the backlog, improving the configuration, implementing a module or absorbing extra workload, for instance. We set the priorities together, or take that over from you — whichever you need. We do the work.
- 8, 16, 24 or more hours a week, scheduled and fixed
- Backlog, configuration, integrations and reporting
- AureaDesk Pro package included free (worth €395 a month)
- TOPdesk quick scan included (worth €245)
- Need more hours? Additional hours on request
Fully Managed
We take on the role of functional and application administrator. We watch and improve the environment, propose priorities, carry out changes and report on progress and results. That keeps you in control without having to organise the day-to-day administration yourself.
- From 32 hours a week, more on request
- SLA on response and resolution, XLA on experience
- Expertise Desk: first point of contact for your whole organisation on TOPdesk support and configuration questions, by phone, email and self-service portal, on working days from 08:00 to 17:00
- Evening Expertise Desk from 17:00 to 21:00: €545 a month extra
- Administrator Hour for your agents, recorded
- Coaching for your administrators or key users, from the same hours
- Free handover when the contract ends
- TOPdesk quick scan included (worth €245)
- AureaDesk Pro package included free (worth €395 a month)
- Need more hours? Additional hours on request
Which package fits?
The difference comes down to two things: how many hours go in each week, and whether we put commitments on lead time in writing. If you only want the environment not to stall, Monitor is enough. If there is real work waiting — a backlog, a module to configure, a peak — Managed buys you a fixed number of hours each week. If we should be the first line and you want an SLA on response and resolution, that is Fully Managed.
Whether you employ an administrator of your own makes no difference to that; at most it decides what you spend our hours on. You can move up to a larger package or size during the term.
What the packages cost
Managed has three fixed sizes at a fixed price. Fully Managed starts at 32 hours a week, where we put together a bespoke proposal — the rest is on the package pages.
| Package | Hours per week | Per month | Per hour | Response |
|---|---|---|---|---|
| Monitor | 4 | € 1,440 | € 90.00 | 6 working hours |
| Managed S | 8 | € 2,700 | € 84.38 | 4 working hours |
| Managed M | 16 | € 5,100 | € 79.69 | 4 working hours |
| Managed L | 24 | € 7,400 | € 77.08 | 3 working hours |
| Managed XL | more than 24 | on request | on request | 3 working hours |
| Fully Managed | from 32 | on request | on request | 2 working hours |
All amounts per month, excluding VAT. Hours are per week, calculated on four weeks to the month; the hourly rate is the monthly amount divided by those hours. Hours do not roll over into the next month; if you need more, we agree those extra hours with you. Every package includes the AureaDesk Pro package (worth €395 a month) and the TOPdesk quick scan (worth €245); the pricing page lists everything else. Fully Managed responds fastest because there we are the first line, through the Expertise Desk on working days from 08:00 to 17:00. XL is not a different package but more hours: the same arrangements, the volume agreed with you.
Four things that come as standard
A dashboard, not a slide deck
You get AureaDesk with it: a hosted dashboard on your own TOPdesk data that you log into yourself. Tickets, changes, assets and workload per agent, current every day. That is your SLA and XLA reporting — not a document we assemble once a month.
The Administrator Hour
A fixed online hour with your agents and key users. What changed, what is coming in the next TOPdesk release, one topic in depth, then questions. We record it, so whoever missed it can catch up — and after a year you have a library of your own.
SLA and XLA
An SLA measures whether we were on time. An XLA measures whether your users got anything out of it. We agree both, because hitting resolution targets means little if the person who reported it is still stuck.
An exit without a threshold
You can cancel up to one month before the end of the term, and on departure we hand over free of charge: the configuration documented, every integration and account listed, and a handover conversation with whoever takes it on. You are not stuck here because we are the only ones who know.
This is what your dashboard looks like: AureaDesk
Not a monthly slide deck, but AureaDesk — our own hosted dashboard on your own TOPdesk data, which you log into yourself. Current every day, and with that your SLA and XLA reporting.
Everything AureaDesk shows · request a free demo on aureadesk.com
Tickets
Open tickets, breached SLAs, response and resolution times, plus a forecast of the queue ahead. You see where it pinches yourself, rather than hearing it from us.
Changes
How many changes are in flight, what stage they are at and where lead times are stretching. Useful at the monthly review: the conversation runs on figures we can both see.
Assets
Counts by type, location and status. Most useful for spotting where the registration has drifted from reality — usually that is the real problem.
Workload
What comes in, gets picked up and gets closed, per team and per agent. That keeps it visible whether the work we take on actually removes work from you.
AureaDesk, our own dashboard for TOPdesk. Sample data.
TOPdesk consultancy: projects per module
Not every question belongs in a subscription. If you want one module configured properly, to migrate from another ITSM tool, or an integration built, we do that as a project — on prepaid hours or or on a project plan. This is entirely separate from Managed Services; no subscription required.
Per TOPdesk module
Ticket management, change management, the self-service portal, the knowledge base, asset management and CMDB, contract and SLA management, reservations or the planning board. We design the process flow and configure it.
Migration projects
Moving from another ITSM tool, or from on-premise to SaaS: mapping the data, cleaning it, matching it, a trial migration, verification and the final switch. Including what you deliberately leave behind.
Automation and integrations
Events & Actions, action sequences, mail import, and API integrations with your HR system, Entra ID or monitoring. Plus training for your key users so it actually gets used.
Where we work
Healthcare, government, retail and real estate — environments where TOPdesk is not just a ticket system but part of how the organisation accounts for itself.
And after that?
The same steps every month: doing the work, keeping the dashboard current, an hour with your agents, and a review covering both the numbers and the experience. Every quarter we look ahead.
Frequently asked questions
We already have TOPdesk Support. What do you add?
TOPdesk answers whether the product works as designed: outages, error messages, licences, explaining a feature. We answer whether the product works for you: how your offboarding process should run in TOPdesk, which action sequence automates it, whether your CMDB structure still holds up, and why the SLA report does not match what people experience. Those are two different things, and you need both.
Are you available outside office hours?
Yes, if you take the Evening Expertise Desk. The Expertise Desk then stays reachable on working days until 21:00 — for support questions as well as for work that has to happen outside office hours, such as a CMDB import, a migration or rolling out a major change. That costs €545 a month extra. Without it, support and administration run from 08:00 to 17:00. It is not an on-call service: outside those windows we are not reachable, and we would rather say so than make a promise we cannot keep on a busy day.
How is continuity safeguarded?
Three things: everything we configure is documented in your own TOPdesk environment rather than in a folder at our end; the dashboard runs on your own data and keeps working without us; and the Administrator Hour is recorded, so the knowledge transfer has already happened before it is needed. On top of that there is a standing backup partner who knows the environment. We put that in writing in the agreement.
Do you also work on site?
The work itself is done remotely — which is exactly why it can cost less than an administrator on site. Meetings can be on site: introductions, roadmap sessions, quarterly reviews and training are welcome at your office. Within the Benelux we do not charge travel costs for those; further afield we agree it up front.
Is there a minimum contract term?
You choose: six or twelve months. If you do not cancel, the contract renews for the same period each time; you can cancel up to one month before the end of it. You choose whether we invoice monthly in advance or you pay the term up front; pay up front and 5% comes off the total.
Do you process personal data from our TOPdesk environment?
Yes, that is unavoidable in functional administration: tickets contain names, email addresses and sometimes attachments. That is why a data processing agreement is part of every contract. Our standard version is published on this site, so your procurement or privacy officer can read it in advance instead of waiting for it.