Home › Managed Services › Managed
TOPdesk administration with a fixed number of hours a week
Administration work without a deadline always slides, whether it sits with one person or is spread across a department. We put a fixed number of hours a week against it. Where those hours go we decide together, or you leave it to us.
Where the hours usually go
You do not have to decide in advance. In practice it shifts between these five from month to month.
The backlog that never moves
Adjusting forms, cleaning up categories, updating templates, writing standard solutions. Work nobody is blocking and nobody is picking up.
Where everyone gets stuck
An action sequence that does not do what it should, an import that fails, a report that does not add up, a module nobody has ever touched. We have seen it before.
Automation and integrations
Building events and actions, and where that is not enough, using the TOPdesk API: joiners, movers and leavers from HR, users from Entra ID, alerts from monitoring.
Absorbing peaks
A migration, a go-live, an audit or a reorganisation that touches the whole configuration. Work that lands on top of everything else, with no room for it next to the day-to-day work.
A second opinion on decisions
Buying a new module, redesigning a process, choosing a supplier. Half an hour with someone who has seen it before often saves months.
What is and is not included
A package only becomes concrete once what falls outside it is also settled. This is the scope.
In scope
- Configuration changes, prioritised together or by us
- Automation with events and actions, and integrations through the API
- Advice and review on configuration questions
- Theme sessions and training half-days as needed, from the hours
- Release check on every TOPdesk update
- Escalation to TOPdesk Support on your behalf, as a contact person registered by you
- Monthly statement of hours with a description per entry
Out of scope
- First-line user support. Tickets from your end users stay with your service desk; we work behind it, not in front of it. If you want us to be the point of contact for the TOPdesk questions of your administrators, key users and operators, that is Fully Managed with the Expertise Desk; tickets from end users stay with your own service desk even then.
- A commitment on resolution time. We commit to how quickly we respond, not how quickly something is dealt with; that depends on decisions outside our control. If you do want that commitment for support questions, Fully Managed with the Expertise Desk is the right package.
- On-call cover. Availability until 21:00 is possible via the Evening Expertise Desk, which you can add alongside Fully Managed.
- Work on applications other than the agreed ITSM environment.
Four sizes
All amounts per month, excluding VAT. The hours are fixed per week and do not roll over into the next month.
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.
Managed S
One day a week extra
- 8 hours a week, scheduled and fixed
- Response within 4 working hours
- AureaDesk Pro package included
- Release check on every TOPdesk update
- Monthly overview of hours spent
- Annual TOPdesk check on configuration and processes, with improvement advice
Managed M
Two days a week
- 16 hours a week, scheduled and fixed
- Response within 4 working hours
- Everything in Managed S
- A fixed review every month
- AureaDesk Pro package included
Managed L
Three days a week
- 24 hours a week, scheduled and fixed
- Response within 3 working hours
- Everything in Managed M
- A fixed day in the week, agreed with you
- AureaDesk Pro package included
Managed XL
More hours than L
bespoke price, excl. VAT
Request- More than 24 hours a week
- Response within 3 working hours
- Everything in Managed L
- A named administrator as your fixed point of contact
- AureaDesk Pro package included
Want more than 24 hours a week, or should we be the first line for questions about TOPdesk? Then Fully Managed (from 32 hours a week) is the logical step: it comes with an SLA and the Expertise Desk. Additional hours beyond your bundle are arranged with you, and we only carry them out once you have approved them.
“But we already have TOPdesk Support”
True, and you need it. TOPdesk answers whether the product works as designed. We answer whether it works for you. Those are two different things.
| The question | TOPdesk Support | Managed |
|---|---|---|
| The application is slow or throws an error | Yes | We report it to TOPdesk Support on your behalf and follow it up |
| What does this field or module do? | Yes, explanation | Yes, and we configure it |
| How do we fit our offboarding process into TOPdesk? | No | Yes |
| Build an action sequence that automates this | No | Yes |
| Connect TOPdesk to our HR system through the API | No | Yes |
| Does our CMDB and asset structure still hold up? | No | Yes |
| Our SLA report does not match what people experience | No | Yes |
| Our administrator is away for three weeks | No | Yes |
In short: TOPdesk supplies the tool and keeps it working. We make sure it does the right thing for your organisation.
Questions about Managed
Do you take over our administrator's job?
Not entirely. We take on part of the delivery and offer advice where it helps. Where the hours go, we decide together, or you leave it to us. Usually the day-to-day work stays with your own people, and we take on the work that needs specialist knowledge or uninterrupted time. If your administrator is away for a while, we cover the work within your hours. Under Fully Managed more of the delivery sits with us, which is why we also agree a resolution time for support questions there. Either way, you remain the owner of the environment, and on departure, with invoices paid, we hand over free of charge.
How do we keep track of the hours?
We log all time spent with a description of the work. You get a monthly statement and can ask for the running total between statements. If your hours are about to run out, we tell you beforehand, not afterwards on the invoice. We only carry out work beyond your hours once you have agreed to it.
What if we need nothing in a given month?
Those hours lapse; they do not roll over into the next month. If you want to spread hours over several months, a prepaid bundle fits better; it is separate from the packages. If you consistently stay under your hours, we will say so ourselves and suggest a smaller size or a lighter package at renewal.
Are you available outside office hours?
Under Managed we work on working days from 08:00 to 17:00. You submit requests through the SelfServicePortal or by email to the address in the agreement; the response time runs from that moment. Outside those hours we are not reachable and there is no on-call cover. Availability until 21:00 is possible through the Evening Expertise Desk, which you can add alongside Fully Managed.
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.