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Full TOPdesk administration, with an SLA and the first line
We fill the role of functional and application administrator. We watch the environment, prepare the prioritisation, make the changes, keep up with releases and account for the result — on resolution times and on what your users make of it. The environment stays yours.
The role, not just the individual tasks
- Day-to-day functional administration — agents, permissions and roles, categories, forms, templates, standard solutions
- Making changes — from small adjustments to configuring an entire module
- Automation — Events & Actions, mail import, triggers, and integrations through the TOPdesk API
- Backlog management — collecting wishes, weighing them, planning and reporting back what happens when
- Release management — reading release notes, testing what affects you, switching on what adds value
- Reporting — SLA, XLA and usage figures, current daily instead of assembled monthly
- Documentation — recorded in your own environment, so the knowledge stays yours
Control
Outsourcing is not letting go. The client remains the owner of the environment, the data and the licences, and remains ultimately responsible. You decide what happens; we make sure it happens and that you can see it happened.
- Priorities are set together in the monthly review; we prepare it with a recommendation
- Major changes are made in consultation with you
- You keep ownership of licences, data and accounts
- Our administrator accounts are personal, so your logging always shows who did what
- On termination nobody hands anything to us — we hand over to you
An exit without a threshold
You can cancel up to one month before the end of the term. 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.
What is and is not included
A management contract only becomes concrete once what falls outside it is also settled. This is the scope.
In scope
- Day-to-day functional administration: agents, permissions and roles, categories, forms, templates
- Making changes within the agreed hours
- Automation with Events & Actions, and integrations through the TOPdesk API
- Collecting and weighing the backlog, prepared for your decision
- Reading release notes, testing what affects you, switching on what is approved
- SLA and XLA reporting through the dashboard, plus a monthly review
- Administrator Hour for agents and key users, recorded
- Escalation to TOPdesk Support on your behalf
- Documentation of the configuration, in your own environment
Out of scope
- First-line user support. Tickets from your end users stay with your service desk. We administer the system; we do not staff it.
- Technical management, hosting and platform availability. That is TOPdesk.
- Decisions on process and policy. We advise; you decide.
- On-call cover and 24/7 availability. Availability until 21:00 runs through the Evening Expertise Desk.
- Licence management and contract negotiation with TOPdesk. We advise on it; we do not sign on your behalf.
- Work on applications other than the agreed ITSM environment.
- Migrations and large projects beyond the monthly capacity. Those run separately; see consultancy.
Not sure whether something is included? Ask us. Unclear scope is the most common reason a management contract goes wrong, and that is as unwelcome for us as it is for you.
SLA and XLA
An SLA measures whether we were on time. An XLA measures whether your users got anything out of it. Hitting only the first is entirely possible while nobody is satisfied, so we agree both.
| Commitment | What we commit to | How measured |
|---|---|---|
| Response time | within 2 working hours | logged in the ticket system |
| Resolution time | within 1 working day | ticket status and dashboard |
| User satisfaction | ≥ 90% score 8 or higher | short survey after closure |
| Perceived handling | ≥ 90% find it timely and complete | feedback form, plus NPS |
| Reachability | Expertise Desk for support and configuration questions, working days 08:00–17:00 | time the question comes in |
Working hours are the hours within the 08:00–17:00 window on working days. Under Fully Managed you can bring questions to the Expertise Desk, on working days until 17:00. With the Evening Expertise Desk (€545 per month) that window runs on until 21:00: for questions as well as for work that has to happen outside office hours, such as a release or a migration.
Expertise Desk: your remote service desk for TOPdesk
Under Fully Managed we take over the service desk for TOPdesk itself. Anyone in your organisation with a question about it — administrators, key users, agents on the service desk — reaches us by phone, email or the self-service portal, every working day from 08:00 to 17:00. Entirely remotely.
The difference from an ordinary service desk: that one is about your users' IT. The Expertise Desk is about the system that work is recorded in. Without such a point of contact those questions land with your busiest administrator, or they simply wait.
- Functional questions — how do I record this, which module does it belong in, can this be done with a template or an action sequence?
- Technical questions — integrations, import files, rights and roles, error messages from the API.
- Operational questions — a ticket that is stuck, a change that will not clear approval, a report that disagrees with what you see.
- Support in the daily work — looking over your shoulder, showing how, and writing it into the knowledge base so the question need not be asked twice.
The hours come out of your package's monthly budget; there is no separate charge per question. Outside those hours there is no on-call service. You can add the Evening Expertise Desk for €545 a month, which extends availability to 21:00.
One package, priced to fit
All amounts per month, excluding VAT. One hour figure covering everything — day-to-day administration, support, release checks, changes and reporting. No separate pots, so no argument afterwards about which one something should have come out of.
You choose a term of six or twelve months, and whether you are invoiced monthly or pay the term up front. Pay up front and 5% comes off the total.
Fully Managed
From four days a week, everything included
bespoke price, excl. VAT
Ask for a proposal- From 32 hours a week — the minimum commitment
- Day-to-day administration and support Mon–Fri
- Response 2 working hours, resolution 1 working day
- Expertise Desk on working days 08:00–17:00
- Evening Expertise Desk 17:00–21:00 available for €545 a month
- AureaDesk Pro package included free (worth €395 a month)
- Administrator Hour every month
- Coaching for your administrators or key users, from the same hours
- A TOPdesk check twice a year, plus an annual plan
- Roadmap session each quarter and 2 theme sessions a year
- TOPdesk quick scan included (worth €245)
- More hours? A fixed team with a named lead administrator, and bespoke arrangements for peaks and projects
Additional hours on request. Evening Expertise Desk: €545 per month. Every rate on one page.
What does an in-house administrator actually cost?
A functional administrator working four days a week quickly costs an organisation €72,000 to €84,380 a year in total employment costs — before recruitment, training and the weeks when nobody is available. For that you get one person, with one head full of knowledge and no backup. Fully Managed costs more, and in return you buy a team rather than a person: no recruitment, no onboarding time, cover for illness and holidays is our problem, and the knowledge does not disappear when someone changes role.
No recruitment, no ramp-up
Finding a functional administrator with TOPdesk experience takes months. We can start as soon as we have access.
Knowledge that stays
Everything we configure is documented in your own environment and in the dashboard. On departure you get that documentation, free of charge.
Scales up as the work grows
Need more hours in a busy quarter? Scaling up during the term is possible, agreed with you. Anything that turns out to be structural is set at renewal.
The Administrator Hour
Outsourcing must not mean your own people stop understanding the system. So every package includes a fixed online hour with your agents and key users.
A fixed agenda
What changed in the past period, what is coming in the next TOPdesk release, one topic in depth, then room for questions.
Recorded
Whoever could not attend catches up. After a year you have a library about your own environment — something no general TOPdesk course gives you.
Continuity, built in
Those recordings are also the answer to what happens if we disappear: the knowledge transfer has already taken place, before it was needed.
Questions about Fully Managed
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.
What is not covered by the hours?
The hours cover everything: day-to-day administration, support for your agents, release checks, making changes, building integrations and reporting. We used to keep a separate pot for "larger changes" alongside the administration, but that mainly produced arguments about which pot something should come from. One figure is fairer and easier to check. What is not deducted: the monthly review and the Administrator Hour.
What if a resolution target is missed?
It appears in the monthly report, with the reason. We do not work with penalty clauses: those lead a supplier to manage the report rather than the problem. What we do have: if a target is missed two months running, we discuss in the review whether it is a capacity issue, an agreement issue, or something else — and change whatever is wrong.
Can we meet 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.
Do you process personal data from our 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.
An hour on your TOPdesk environment?
The TOPdesk quick scan is free and without obligation: one online session of about an hour in which we walk through your environment together. You leave with concrete improvement points, even if you buy nothing further.