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Remote 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: 4 hours a week, with dashboard and release check
No waiting
no recruitment and no onboarding programme; we start 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 or at your office
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, lead time and results. You always 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 free (worth €395 a month)
- Release check on every TOPdesk update
- Monthly reporting
- TOPdesk quick scan included (worth €245)
- Response within 6 working hours
- Need more hours? Additional hours on request
Managed
Managed · shared administrationA 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 free (worth €395 a month)
- TOPdesk quick scan included (worth €245)
- Annual TOPdesk check on configuration and processes, with improvement advice
- Need more hours? Additional hours on request
Fully Managed
Fully managed · full administrationWe 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
- Response within 2 working hours
- AureaDesk Pro package included free (worth €395 a month)
- TOPdesk quick scan included (worth €245)
- Annual TOPdesk check on configuration and processes, with improvement advice
- Need more hours? Additional hours on request
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 always shows who did what, and on termination those accounts are revoked by you.
The three side by side
Not sure? Here is the difference in one view. 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 |
| Owner of environment and data | Client | Client | Client |
| What you buy | Upkeep and insight | Capacity and expertise | Delivery with committed outcomes |
| 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, response only | Yes |
| XLA on user experience | No | No | Yes |
| TOPdesk quick scan | Included (worth €245) | Included (worth €245) | Included (worth €245) |
| Annual TOPdesk check | No | Yes, with improvement advice | Yes, with improvement advice |
| AureaDesk Pro package (worth €395 p/mth) | Included free | Included free | Included free |
| Training and coaching | No | No | Administrator Hour in a group and one-to-one coaching, from the same hours |
| Unused hours | Expire | Expire | Not applicable |
| Price per month | €1,440 | €2,700 · €5,100 · €7,400 | on request |
| What that is per hour | €90.00 | €84.38 · €79.69 · €77.08 | on request |
All amounts exclude VAT. Hours are per week, calculated on four weeks to the month; the hourly rate is the monthly amount divided by those hours. 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% — and the hourly rate drops with it.
What we mean by administration
Not just handling tickets. This is the work that comes up in a normal month.
Day-to-day functional administration
Adding and removing agents, permissions and roles, categories, intake forms, standard solutions, custom fields, templates. The small work that otherwise sits for months.
Automation with Events & Actions
Work the service desk no longer has to do: automatic assignment by category, escalation when an SLA is at risk, confirmations, status transitions, requests turned into tasks. Plus mail import and triggers for what falls outside that.
Integrations through the TOPdesk API
Where Events & 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
Self-service portal, 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 daily: resolution times, workload per agent, reopened tickets, assets and expiring contracts.
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.
Questions about Managed Services
Can we move up to a larger package during the term?
Yes. That is why they sit under one heading. If the work grows, or your administrator leaves, you move up to a larger package or size during the term — without new onboarding, because we already know the environment.
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 a personal, named account rather than a shared administrator account, so your own logging always shows who changed what. On termination that account is revoked by you, not by us.
How quickly can we start?
After the introductory call we schedule the TOPdesk quick scan; it takes you sixty minutes. After that we can start. There is no recruitment process and no waiting list, so what mainly determines the lead time is how quickly we get access to the environment.
Do you build integrations with other systems?
Yes. TOPdesk has an extensive REST API alongside Events & Actions for automation inside the tool itself. We use both to build integrations with HR systems for joiners, movers and leavers, with Entra ID for users and groups, with monitoring for automatic tickets, and with external sources for assets. Under Managed and Fully Managed that comes out of the monthly hours; larger integrations run as a project.
Do we have to use everything the package includes?
No. If you would rather not switch the dashboard on, do not want to use the Expertise Desk, or prefer to skip the quick scan, that is fine — we do not push anything. The monthly amount stays the same. A package is one whole and the rate is based on that, not on a list you tick items off. We would rather say so up front than have you find out on the first invoice.
One thing we do recommend: switch the dashboard on, even if you rarely look at it yourself. We use it for the monthly report and the SLA accounting. Without it that accounting becomes manual work, and hours go into something that could have been automatic.
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.