Factor MANAGE

Our Factor Application Managed Services (AMS) gives you the time and space to focus on what matters.

Your core business.

Secure business application
SUPPORT when you need it

Let our dedicated crew handle all the nitty-gritty of your business application support. We’ve got the skills and manpower to cover all the bases and our support plans can grow or shrink to fit your needs and budget.

Whether you need help with your Dynamics 365 solution or Power Platform apps, flows, or reports, we’ve got you covered.

Here’s a few ways Factor MANAGE can support your business:

What’s in it for you?

Break/fix

Lean

PLUS

Included release notes
Proactive patch/update management, including wave releases
Updates tested in controlled environment/s (test, UAT, pre-prod) before release
Hypercare after any update released to production
Monthly reporting on tickets and updates

Enhanced

Business Hours helpdesk (web portal & email)
Fixes of reported issues
Releases follow agreed release process
Monthly summary of issues received and fixed
Included release notes
Proactive patch/update management, including wave releases
Updates tested in controlled environment/s (test, UAT, pre-prod) before release
Hypercare after any update released to production

PLUS

Phone support
Service request management
Development of Enhancement
Health checks
Lean reporting and governance including monthly reporting on tickets, updates, and SLA reporting
Quarterly contract meetings
Response and resolution times to meet agreed SLAs
System documentation updated each release
Knowledge management & continuous improvement

Enterprise

Business Hours helpdesk (web portal & email)
Fixes of reported issues
Releases follow agreed release process
Monthly summary of issues received and fixed
Included release notes
Proactive patch/update management, including wave releases
Updates tested in controlled environment/s (test, UAT, pre-prod) before release
Hypercare after any update released to production
Phone support
Service request management
Development of Enhancement
Health checks
Lean reporting and governance including monthly reporting on tickets, updates, and SLA reporting
Quarterly contract meetings
Response and resolution times to meet agreed SLAs
Knowledge management & continuous improvement

PLUS

Change management
User training
Performance optimisation, environment monitoring
Environment management
Enterprise reporting and governance including monthly reporting on tickets, updates, and SLA reporting
Incident reporting for priority 1 & 2 issues
Quarterly contract meetings
Security documentation updated each release
Standard Operating Procedures and administrative documentation updated each release
Disaster recovery testing 1x per year

What you can expect from us

Our service desk is located in Australia and operates from 8.00AM – 6.00PM AEST/AEDT on business days (Monday to Friday, excluding National Public Holidays).

Our user-centric helpdesk app can integrate into any existing helpdesk systems, or operate as a standalone portal to manage tickets.

Get in Touch
with us

We would love to support your business applications. Get in touch with the form.

Factor MANAGE

Secure business application
SUPPORT when you need it

Here’s a few ways Factor MANAGE can support your business: