For an existing request
Use the Client Center to reach the appropriate account and service paths. Include the affected user or location, a description of the issue and its business impact—never passwords or access keys.
Support plans & service requests
Know where to start when you need us.
Whether you need help with a covered system, a planned change or a new location, the right starting point should be easy to find. Existing clients can begin in the Client Center; new engagements start with a conversation about scope.
01 / Support plans & service requests
The principles behind the next decision.
For recurring coverage
ManagedPro and CoManage establish different operating relationships. Your service schedule identifies covered systems, assets, hours, response arrangements and the responsibilities your team retains.
For projects and changes
Moves, migrations, deployments and specialist improvements need deliverables, dependencies, approval points and a completion handoff. A recurring service agreement does not automatically include every project.
02 / In practice
Define the relationship before the request.
A support request benefits from a clear description of the impact: who is affected, what task is blocked, when it began and any relevant change. The team can then follow the agreed service and escalation path.
For a new requirement, begin with the business objective and affected systems. We can distinguish a covered operating task from a project, quote the appropriate work and agree how the completed change will be supported.
03 / Explore further
Find the right next conversation.
Let’s talk about your next step
Let’s plan your support plan around your organization.
Tell us about the users, systems, service windows and responsibilities you need in scope. We’ll help define the work, responsibilities and scope before you commit.
Prefer to talk? 877-327-6106 · Already a client? Visit the Client Center.