Support &
Application Management
- Business requirements are defined without sufficient platform expertise, resulting in designs that cannot be implemented effectively.
- Technical implementation is delivered without adequate finance knowledge, producing a technically correct solution that fails to meet business needs.
- Go-live takes place without sufficient user training, leading to low adoption and limited business value.
- No structured transition into ongoing operations and support after go-live.
Service Subscriptions
Continuous optimisation, reactive support, or both.
Three subscription models designed to meet different operational and strategic requirements. Pricing available on request.
Innovation Package
For teams looking to unlock greater value from their platform.
- Feature Adoption Workshops (2 per year, 1 day each)
- Power User Enablement (up to 16 hours per year)
- Adoption Monitoring & Feedback Sessions
- Roadmap Reviews with Management Sessions
Recommended for new clients, organisations following major feature releases, and teams with low or stagnant adoption rates.
Continuity Package
For business-critical systems that need to remain stable and reliable.
- Master Data Management (once per year, 2 days)
- Quarterly Performance Reviews and Optimisation
- Workflow Management (once per year, up to 1 day)
- Ongoing Support with a Dedicated Point of Contact
Recommended for organisations seeking operational stability and continuous platform performance.
Premium Package
A comprehensive service combining all operational and strategic support services.
- Includes all Innovation Package services
- Includes all Continuity Package services
- Management Consulting Sessions
- Excellence Workshops
- Quarterly Business Reviews (QBRs)
Recommended for organisations with business-critical applications and strategic transformation objectives.
SLA Packages
Continuous optimisation, reactive support, or both.
All SLA packages operate through a token-based support model. Each package includes an annual allocation of support tokens, which can be supplemented as required. Unused tokens can be converted into development time. Help desk availability: 09:00 to 17:00.
| Service Scope | Bronze | Silber | Gold |
|---|---|---|---|
| Application Administration | |||
| Data Integration & Interface Management | |||
| Calculation Logic & Reporting | |||
| Custom Requests & Change Management | |||
| P1 Response Time (Critical) | 12 h | 10 h | 8 h |
| P2 Response Time (High) | 24 h | 18 h | 12 h |
| P3 Response Time (Medium) | 48 h | 36 h | 24 h |
| Included Support Tokens per Year | 20 | 30 | 40 |
| Recommended for | Stable applications with limited support requirements | Production systems requiring regular enhancements | Business-critical applications |
Pricing available on request. Unused support tokens may be converted into development time.
Frequently Asked Questions
Practical questions.
Practical answers.
What is a support token and how does the system work?
Can I combine a service subscription with an SLA package?
Yes, and this is the most common approach. A service subscription (Innovation, Continuity or Premium) focuses on proactive platform development through activities such as workshops, feature adoption programmes and master data maintenance. An SLA package covers reactive support, providing agreed response times when issues arise. Together, they create a balanced support model: the subscription ensures continuous improvement, while the SLA ensures rapid assistance when required.
Which support model best fits your organisation?
A short, no-obligation discussion is often all that’s needed to identify the right approach for your requirements, with no sales pressure.
