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Full TOPdesk administration, with an SLA and the Expertise Desk
We carry out the functional and application management of your TOPdesk environment as a service, remotely, with our own resources and to our own schedule. 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 administrators and operators make of it. The environment stays yours.
All of the administration, not just individual tasks
- Day-to-day functional administration: operators, permissions and roles, categories, forms, templates, standard solutions
- Making changes: from small adjustments to configuring an entire module
- Automation: events and 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 compliance, customer satisfaction and usage figures, updated automatically instead of assembled monthly
- Documentation: recorded in your own environment, so the knowledge stays yours
The environment is and remains yours
Outsourcing is not letting go. The client remains the owner of the environment, the data and the licences. We work in it; we do not take it over.
- The contract with TOPdesk is in your name, not ours
- Major changes are made in consultation with you
- You keep ownership of licences, data and accounts
- Our administrator accounts are personal, so your own logging 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, once the invoices have been paid, we hand over free of charge in the final month: the documentation of the configuration as recorded in your environment, a list of all integrations and accounts, and a handover meeting of at most two hours with whoever takes over.
What is and is not included
A management agreement only becomes concrete once what falls outside it is also settled. This is the scope.
In scope
- Day-to-day functional administration: operators, permissions and roles, categories, forms, templates
- Making changes within the agreed hours
- Automation with events and 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 reporting and customer satisfaction through the dashboard, plus a monthly review
- Administrator Hour for operators and key users, recorded
- Escalation to TOPdesk Support on your behalf, as a contact person registered by you
- 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.
- 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 agreement 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 administrators and operators got anything out of it. Hitting only the first says nothing if the person who asked is still stuck afterwards, so we agree both, as targets we report on every month.
| Commitment | Target | How measured |
|---|---|---|
| Response time | within 2 working hours | logged in your TOPdesk environment, operator group VCITC Expertise Desk |
| Resolution time for support questions | answered or given a temporary solution within 1 working day; changes follow the schedule from the monthly review | status in TOPdesk and dashboard |
| User experience (ratings in TOPdesk) | 80% of ratings four or five stars | TOPdesk's rating function on closed requests of the operator group VCITC Expertise Desk; applies with at least ten ratings a month |
| 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, excluding Dutch public holidays. The response time runs from a request made through the SelfServicePortal or to the email address in the agreement. 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, excl. VAT) availability runs on until 21:00, for questions and for planned work that has to happen outside office hours, such as a release or a migration; no response times apply in the evening window.
Expertise Desk: point of contact for TOPdesk questions
Under Fully Managed we take over the service desk for TOPdesk itself. Your administrators, key users and operators bring their questions about TOPdesk to us through the SelfServicePortal, email or phone, every working day from 08:00 to 17:00. End users report to your own service desk. We log every request in a dedicated operator group, VCITC Expertise Desk, in your TOPdesk environment. 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, excl. VAT, which extends availability to 21:00. Questions about using AureaDesk also go to the Expertise Desk; faults in AureaDesk are reported to servicedesk@aureadesk.com.
The package, priced to fit
All amounts per month, excluding VAT. A single number of hours covering everything: day-to-day administration, support for your operators, release checks, changes, integrations and reporting. No separate pots, so no argument afterwards about which one something should have come out of. Hours not used in a calendar month expire.
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, support questions within 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
- Release check on every TOPdesk update
- 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
- More hours? By arrangement, with bespoke arrangements for peaks and projects
Additional hours by arrangement, and only after your approval. Evening Expertise Desk: € 545 per month. Every rate on one page.
Hiring or outsourcing
Employing someone gets you one person: one head full of knowledge, and no backup when that person is away. Under Fully Managed you buy a service, not a person. No recruitment and no onboarding time, the knowledge is recorded in your own environment and in the recordings of the Administrator Hour, and arrangements for our absence are set out in the agreement.
No recruitment, no ramp-up
Finding a functional administrator with TOPdesk experience takes months. We can start on the agreed start date, as soon as we have access.
Knowledge that stays
Everything we configure is documented in your own environment. On departure, with invoices paid, 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 Fully Managed includes a fixed online hour with your operators 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. You keep the recordings in your own environment, such as the knowledge base in TOPdesk or your own file storage; we keep no copy. 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 is updated automatically, without manual work from us; and the Administrator Hour is recorded, so the knowledge transfer has already happened before it is needed. How we cover announced and unforeseen absence is set out in the agreement.
What is not covered by the hours?
Everything in scope comes out of a single number of hours: day-to-day administration, support for your operators, release checks, changes, integrations, reporting and coaching. The monthly review and the Administrator Hour are not deducted. Hours not used in a calendar month expire. What is not included: migrations and large projects beyond the monthly capacity. Those run as a separate project.
What if a resolution target is missed?
It appears in the monthly report, with the reason. We do not use penalty clauses: they lead a supplier to manage the report rather than the problem. If a target is missed two months running, we discuss in the review whether the cause is capacity, the agreement or the way of working, and adjust that.
An hour on your TOPdesk environment?
The TOPdesk quick scan is free of charge and without obligation, once per organisation: an 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.