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Shared TOPdesk administration: 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 team. 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 six 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 & 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 in a normal week.
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 & Actions and integrations through the API
- Advice and review on configuration questions
- Escalation to TOPdesk Support on your behalf
- 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 take that role on, that is Fully Managed.
- A resolution SLA. We commit to a response time, not a resolution time — that depends on decisions outside our control. If you want one, Fully Managed is the right package.
- Technical management and hosting. That is and stays TOPdesk or your own IT department.
- On-call cover. Availability until 21:00 is possible via the Evening Expertise Desk.
- Work on applications other than the agreed ITSM environment.
Four sizes
All amounts per month, excluding VAT. The hours are a weekly average 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
€ 84.38 per hour · excl. VAT
Request- 8 hours a week, scheduled and fixed
- Response within 4 working hours
- AureaDesk Pro package included free (worth €395 a month)
- Monthly overview of hours spent
- TOPdesk quick scan included (worth €245)
- Annual TOPdesk check on configuration and processes, with improvement advice
Managed M
Two days a week
€ 79.69 per hour · excl. VAT
Request- 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 free (worth €395 a month)
Managed L
Three days a week
€ 77.08 per hour · excl. VAT
Request- 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 free (worth €395 a month)
Managed XL
More hours than L
bespoke price, excl. VAT
Let us talk- 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 free (worth €395 a month)
Want more than 24 hours a week, or should we be the first line? Then Fully Managed (from 32 hours a week) is the logical step: it comes with an SLA and the Expertise Desk. Additional hours within your bundle are agreed with you.
“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 and track it on your behalf |
| 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?
No. We take on part of the delivery and think along where that helps; we set the priorities together, based on where the need is. In practice a division of labour emerges where you handle the day-to-day and we handle the work that needs specialist knowledge or uninterrupted time. The difference with Fully Managed is how much of the delivery sits with us, and therefore what we can commit to on lead time. The environment itself stays yours either way.
How do we keep track of the hours?
Every unit spent is logged with a description of the work. You get a monthly statement, and you can ask for the running total at any point. If you are heading towards the end of your bundle, you hear it from us before it happens — not afterwards on the invoice.
What if we need nothing in a given month?
Those hours lapse. We settle per month, because a bundle saved up for months on end is no longer a subscription but a block of prepaid hours — and we sell those separately. If you consistently stay under your hours, we will suggest a smaller size ourselves. A bundle that is too large earns us money in the short term and a cancellation in the long term.
Can you train instead of doing the work?
Yes. Within Managed we do that as a standalone theme session (90 minutes, €450) or an online four-hour training session for up to six participants (€850). One-to-one coaching for your administrator, out of the same hours, belongs to Fully Managed.
Are you available outside office hours?
Yes, if you take the Evening Expertise Desk. The Expertise Desk then stays reachable on working days until 21:00 — for support questions as well as for work that has to happen outside office hours, such as a CMDB import, a migration or rolling out a major change. That costs €545 a month extra. Without it, support and administration run from 08:00 to 17:00. It is not an on-call service: outside those windows we are not reachable, and we would rather say so than make a promise we cannot keep on a busy day.
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.