What you need to know

FAQs

How much time is included and is it flexible?

As part of the onboarding process, we will run a Workshop to understand your requirements and recommend which tier of managed service you need. Each tier has an allowance of days per month.

The days are flexible because sometimes you might need more assistance from us. We operate a fair usage policy, which means you can use 50% more than your allowance each month at no extra cost. However, if it happens for three months in a row, we’ll review whether you need to upgrade.

Want to track how much time you’re using? You’ll get a weekly report that sums up how much time you’ve used.

What’s the difference between Managed Service and Professional Services?

Managed Service can either replace your internal CRM resources or act as project team to help complete tasks and manage parts of your CRM.

Managed Service covers everything from report writing, data imports, and simple configuration changes to remote user training, maintaining data cleansing and report writing.

Professional Services is designed to help you manage significant changes to your CRM system, for example rolling out new business processes and departments, integrating with third-party systems and building workflows and automations.

Which user roles does Managed Service cover?

Approximately 20% of our teams’ available time is spent covering the CRM Expert role to cover:

Business analysis
Project Management
Best practice / Solution design
Process changes

Approximately 80% of the available time is spent on the CRM Admin role covering:

Admin and configuration
Report writing and dashboards
User support
Data quality management
Simple process improvements

How do I raise a case?

We’ll give you an email address which you can use to raise cases. Our team will review and prioritize any requests that come through and come back with timings.

Cases can be made visible within the support portal.

How long is the contract?

Each contract is a minimum of one year.

What isn’t included in Managed Service?

Managed Service doesn’t include scripting and automation development, significant change management, or on-site training.