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With a Managed Service, the future looks good…

 

Implementing the SLA3 managed service, (simply referred to now as managed service), has been extremely successful from both an operational and commercial perspective. We now have 17 customers covered by the managed service product and every new quotation incorporates the managed service as standard. We no longer offer any other service level to new customers.

Customers covered by the managed service product benefit from an annual visit for a software upgrade, new feature awareness training and have the ability to make change requests to their timeware® system configuration. Change requests are allocated a time slot and processed by support team members that are qualified to handle this type of call.

At the end of each week, the Support team leader reviews all of that week’s scheduled calls to identify any non SLA3 customers that have created a support call due to them attempting to amend their own timeware® system configuration. We then review all of the calls made by this customer over the past 12 months to help justify offering them the managed service. The cost of changing to the managed service is based on the number of annual calls and usually costs a minimum of £1,495 per year. Note that the managed service is for software cover only, hardware cover is itemised separately and we never allow a customer to select software cover only.

As the number of customers benefiting from the managed service increases, we are aware of the additional strain this will put on the support team. We currently have three office based support team members and plan on increasing this number to six within the next 18 months.

What areas of the timeware® system are covered by a managed service?

General

  • User setup including permissions, To-Do list and email policies
  • Monitoring timeware® system health/performance
  • Creating and maintaining;
    • Notifications for users/employees
    • Terminal polices
    • Remuneration policies
    • Groupings
    • Training matrix policies
    • Assets
    • Setting up reports/exports and Dashboards

Absence management

  • Creating and maintaining;
    • Absence reasons
    • Absence entitlement polices
    • Absence Block bookings
    • Shutdown maintenance

Attendance

  • Creating and maintaining;
    • Daily and Period schedules
    • Shutdown maintenance