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
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Business Hours helpdesk (web portal & email)
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Fixes of reported issues
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Releases follow agreed release process
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Monthly summary of issues received and fixed
Lean
- Business Hours helpdesk (web portal & email)
- Fixes of reported issues
- Releases follow agreed release process
- Monthly summary of issues received and fixed
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
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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
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Phone support
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Service request management
- Development of Enhancement
- Health checks
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Lean reporting and governance including monthly reporting on tickets, updates, and SLA reporting
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Quarterly contract meetings
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Response and resolution times to meet agreed SLAs
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System documentation updated each release
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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
-
System documentation updated each release
-
Knowledge management & continuous improvement
PLUS
- Change management
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User training
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Performance optimisation, environment monitoring
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Environment management
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Enterprise reporting and governance including monthly reporting on tickets, updates, and SLA reporting
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Incident reporting for priority 1 & 2 issues
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Quarterly contract meetings
- Security documentation updated each release
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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.
