Frequently asked questions

In both cases we take the administration of your TOPdesk environment off your hands. TOPdesk Managed Services is a fixed package at a fixed monthly amount, with the AureaDesk Pro dashboard and a release check on every TOPdesk update included, and under Fully Managed the Expertise Desk as well. TOPdesk Functional Management has no package: together we decide on the work, the effort and the priorities. Based on that, you receive a tailored proposal with agreements on how the work is done and what it costs.

That differs per service. TOPdesk Managed Services has fixed monthly amounts: Monitor € 1,440 a month, Managed from € 2,700 a month and Fully Managed on request, all excluding VAT, on a term of six or twelve months with 5% off if you pay the whole term up front. For TOPdesk Functional Management you receive a tailored proposal, with costs in line with the effort we agree together. TOPdesk consultancy runs per project, with an hour estimate up front, or on a prepaid bundle. The amounts and terms are on the pricing page.

Yes. The TOPdesk quick scan is free of charge and without obligation for everyone, once per organisation, even if you buy nothing afterwards. In an online session of about an hour you share your screen; we do not need access of our own to your environment or a view-only account. Straight afterwards we advise on the approach; if you can carry on yourself, we say so. Usually within a week the main improvement points follow, ranked by expected impact, with an hour estimate per action.

TOPdesk answers whether the product works as designed: outages, error messages, explaining a field or a module. We answer whether the product works for your organisation: how your offboarding process should run in TOPdesk and which parts of it you can automate, whether your CMDB structure still holds up, and why the SLA report does not match what people experience. Those are two different things.

Yes: you remain the owner of the environment, the data, the licences and the accounts, and the TOPdesk contract is in your organisation's name, not ours. Our administrator accounts are personal and named, so your own logging shows who changed what; on termination you revoke them yourself. If the administration ends and the invoices have been paid, we hand over free of charge in the final month of the term: the documentation of the configuration as recorded in your own environment, all integrations and accounts listed, and a handover meeting of at most two hours with whoever takes over. Everything we configure sits in your own environment, not in a folder at our end.

Yes, that is unavoidable when working in your environment: tickets contain names, email addresses and sometimes attachments. That is why a data processing agreement is part of every contract. On request we send you our standard version in advance, so that your procurement or privacy officer can read it before you sign. For the included AureaDesk dashboard, the AureaDesk data processing agreement applies; you sign that as well.