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TOPdesk Managed Services: outsourced TOPdesk administration at a fixed monthly rate
Functional and application management for your TOPdesk environment, delivered entirely remotely. How much of the work you hand over is up to you: we monitor, we co-manage, or we take the administration on completely. You pay a fixed amount per month, on a term of six or twelve months; paying up front saves 5%.
€ 1,440
lowest monthly entry point, excl. VAT: 4 hours a week, with dashboard and release check
A quick start
no recruitment and no lengthy onboarding programme; we agree the start date as soon as we have access
6 or 12 months
term of your choosing, invoiced monthly; 5% off if paid up front
Remote
delivered remotely; meetings online, at your office on request
Three packages
The packages differ in how much of the administration we take off your hands. The more extensive the package, the more responsibility sits with us and the more concrete the commitments on delivery and resolution time. You stay in control of your own TOPdesk environment.
Want to know first what the work actually involves? Read more about functional management of TOPdesk.
Monitor
Oversight and alertingWe 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
- Release check on every TOPdesk update
- Monthly reporting
- Response within 6 working hours
- Handover free of charge on departure, with invoices paid
- Need more hours? Additional hours on request
Managed
Managed · fixed hours per weekA 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
- Response 4 to 3 working hours, by size
- AureaDesk Pro package included
- Release check on every TOPdesk update
- Annual TOPdesk check on configuration and processes, with improvement advice
- Handover free of charge on departure, with invoices paid
- Need more hours? Additional hours on request
Fully Managed
Fully managed · full administrationWe carry out the functional and application management of your TOPdesk environment as a service, remotely, with our own resources and our own scheduling. 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 time and on the resolution time of support questions, XLA on experience
- Expertise Desk: point of contact for your administrators, key users and operators on TOPdesk support and configuration questions, via the SelfServicePortal, email and phone, on working days from 08:00 to 17:00
- Evening Expertise Desk from 17:00 to 21:00: € 545 a month extra, excl. VAT
- Administrator Hour for your operators, recorded
- Coaching for your administrators or key users, from the same hours
- Handover free of charge on departure, with invoices paid
- Response within 2 working hours
- AureaDesk Pro package included
- Release check on every TOPdesk update
- A TOPdesk check twice a year on configuration and processes, with improvement advice and an annual plan
- Need more hours? Additional hours on request
Managed and Fully Managed each have their own page with more detail.
Outsourcing is not letting go
With every package the client remains the owner of the environment, the data, the licences and the accounts. The TOPdesk contract is in your name, not ours. We work inside your environment; we do not take it over.
In practice that means: major changes are made in consultation with you, our administrator accounts are personal so your logging shows who did what, and on termination those accounts are revoked by you.
The three side by side
Not sure? Here is the difference at a glance. You can move up during the term. What stays the same across all three: the environment is and remains yours.
| Monitor | Managed | Fully Managed | |
|---|---|---|---|
| What we do | Keep the environment in shape | Upkeep plus the hours you direct | Everything, including the first line for questions about TOPdesk itself |
| Owner of environment and data | Client | Client | Client |
| What you buy | Upkeep and insight | Capacity and expertise | Delivery with commitments on response and resolution time |
| Hours per week | 4 | 8, 16, 24 or more | from 32 |
| We make changes | Yes, within the fixed hours | Yes | Yes |
| Prioritising | Together or by us | Together or by us | Together or by us |
| We watch the backlog | No | Yes | Yes |
| SLA on resolution time | No | No, a response time only | Yes, for support questions to the Expertise Desk |
| XLA on user experience | No | No | Yes |
| Release check on every TOPdesk update | Included | Included | Included |
| TOPdesk check | No | Yearly, with improvement advice | Twice a year, with improvement advice and an annual plan |
| AureaDesk Pro package | Included | Included | Included |
| Training and coaching | No | Theme sessions and training half-days as needed, from the hours | Administrator Hour in a group and coaching for your administrators or key users, from the same hours |
| Unused hours | Expire | Expire | Expire |
| Price per month | € 1,440 | € 2,700 · € 5,100 · € 7,400 | on request |
All amounts exclude VAT. Hours are per week, calculated on four weeks to the month. More than 24 hours a week under Managed is agreed per situation. We are happy to leave out anything you would rather not use; the monthly amount stays the same. You choose a term of six or twelve months, and whether you are invoiced monthly or pay the term up front; paying up front saves 5%.
What the monthly amount covers
A fixed monthly amount adds up differently from contracting by the hour. It leaves out costs you would pay anyway, and it contains things you would otherwise buy separately. Both are below.
You buy hours, not half-days
Someone who comes over comes for half a day, even when the change takes twenty minutes. Remotely we charge per quarter of an hour or part thereof, not per half-day. That difference weighs more than the travel time itself.
No workspace, no fixed day
No desk kept free, no access pass, no parking space, and no day of the week blocked out for someone who may have little to do that day.
No idle time
Someone on site for a full day is yours for that day, including the hours with nothing to administer. Remotely we work in blocks, spread across several clients. The hours you commit to go entirely into your own environment.
No agency margin
Contract through a staffing agency or intermediary and a margin is added on top of what the administrator themselves earns, and you pay that margin over the travel hours too. With us there is nobody in between.
No recruitment, no onboarding
An administrator with TOPdesk experience is scarce. Recruiting takes months, and getting up to speed takes months again after that. That process is not in our rate, because we do not have to go through it.
What the monthly amount contains
With every package: the AureaDesk Pro package and the release check on every TOPdesk update. From Managed upwards also the annual TOPdesk check on configuration and processes, and under Fully Managed the Expertise Desk. Hire someone in and you buy all of that separately, or it does not happen.
If you want to weigh this against employing someone rather than contracting, a different calculation applies: an employee becomes the cheaper option as soon as you can fill their week. The question is whether you need four days of administration a month or twenty. That sum is worked out in Outsourcing TOPdesk administration: when it pays off.
What we mean by administration
Not just handling tickets. This is the work that comes up every month.
Day-to-day functional administration
Adding and removing operators, permissions and roles, categories, intake forms, standard solutions, custom fields, templates. The small work that otherwise sits for months.
Automation with events and actions
Work the service desk no longer has to do: calls that reach the right operator through the default operator per category, a warning when an SLA is at risk, confirmations and statuses that move on by themselves with events and actions, and activities that a change template creates for a request. Plus mail import and triggers for what falls outside that.
Integrations through the TOPdesk API
Where events and actions stop, the API continues. Joiners, movers and leavers from your HR system, users and groups from Entra ID, alerts from your monitoring, assets from an external source. One-off imports and continuous synchronisation.
Configuring modules
SelfServicePortal, knowledge base, change management, asset management and CMDB, contract and SLA management, reservations, planning board. Everything in your licence that is not switched on yet.
Reporting that adds up
Not another monthly export to Excel, but a dashboard that refreshes automatically: resolution times, SLA compliance, workload per operator group and assets.
Keeping up with releases
TOPdesk ships new features regularly. We read the release notes, test what affects you and switch on what adds value, instead of the environment sitting unchanged for years.
From first call to monthly rhythm
No six-week quotation process and no forty-page implementation plan. This is exactly how it runs, including what we need from your side.
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TOPdesk Quick Scan, free of charge
An online session of about an hour, once per organisation, walking through your environment together: modules, categories, forms, automation and reporting. You take away concrete improvement points, even if you buy nothing further. No slide deck, no sales conversation.
60 minutes · free of charge · online -
Choose a package
Based on what we see, we advise which package fits: Monitor, Managed or Fully Managed, and in which size. Prices for Monitor and Managed S, M and L are published on the site; for Managed XL and Fully Managed you receive a proposal. If you do not recognise yourself in the advice, we adjust it.
straight after the quick scan -
Onboarding
Named accounts, access to the environment, connecting the dashboard, and a kickstart session with your operators so everyone knows what is about to change. From here we can work.
start date by agreement -
The same steps every month
Doing the work, following the figures in the dashboard and, from Managed M, a review in which we go through both the numbers and the experience and set the priorities for next month; under Fully Managed the Administrator Hour with your operators comes on top.
ongoing -
Looking ahead each quarter
Under Fully Managed we schedule a quarterly roadmap session: what do you want to achieve next quarter, what will it cost, and what are we deliberately leaving alone. Without that moment, administration quietly becomes reactive.
every quarter -
And when it ends
A contract runs for six or twelve months. If you do not renew and the invoices have been paid, we hand over free of charge in the final month: the documentation of the configuration as it stands in your environment, every integration and account listed, and a handover conversation of up to two hours with whoever takes it on. We do not revoke our own accounts; you do.
6 or 12 months, renewed automatically each time
What we need from you
Not much, but this: a point of contact who can make decisions, access to the environment through a named account, and, under Fully Managed, an hour a month from the people who work with it daily, plus an operator group VCITC Expertise Desk with a request form in the SelfServicePortal, so that we register questions and measure the agreed commitments in your own environment (we set that up together). Without that hour, administration becomes a technical exercise that passes the organisation by, and nobody benefits from that.
Questions about TOPdesk Managed Services
Can we move up to a larger package during the term?
Yes, by agreement, as of the first day of a following month. If the work grows or your own administrator leaves, you can move to a larger size or package during the term. We do not start from scratch, because we already know the environment. A smaller size or a lighter package takes effect at renewal.
What if we need more in a given month than the package provides?
We tell you before the hours run out, not afterwards on the invoice. You can then choose: buy extra hours at the rate agreed when you started, push the work to next month, or move a size up. If it consistently runs over, we adjust the package rather than top up every month.
Do you get administrator rights in our environment?
Yes, that is required for functional administration. We work with personal, named accounts rather than a shared administrator account, so your own logging shows who changed what. On termination you revoke those accounts yourself; we do not.
What if your administrator is away?
We announce planned absence in advance. Hours not delivered in a month as a result are made up in the same or the following month; if that is not possible, we reduce the monthly amount pro rata. Under Fully Managed we stay reachable for urgent tickets during an absence; we then aim to respond within one working day. Exactly how that works is set out in the agreement.
How quickly can we start?
After the TOPdesk quick scan, which takes about an hour and is free of charge, you hear straight away which approach we recommend. If you choose a package, we start on the agreed start date, once the agreement is in place and we have access to the environment. No recruitment or ramp-up time is needed.
Do you build integrations with other systems?
Yes. We build integrations through the TOPdesk API, for instance with your HR system, Entra ID or monitoring, and automate within TOPdesk using events and actions. From Managed upwards that comes out of the fixed hours. Under Monitor, or when an integration does not fit within the monthly hours, we make it a separate project and agree up front what we deliver.
Do we have to use everything the package includes?
No. If you would rather not use a part, such as the dashboard or, under Fully Managed, the Expertise Desk, we leave it out. The monthly amount stays the same, because the rate applies to the package as a whole. We do recommend the dashboard, even if you rarely look at it yourself. We use it for the monthly report and, under Fully Managed, for SLA reporting and customer satisfaction from TOPdesk. Without it that becomes manual work, and hours go into something that could be automatic.
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.