Run & Optimise

Ongoing Support Services

Structured helpdesk support, incident management, operational monitoring, and continuous improvement.

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1. Overview – What the Service Is

Ongoing Support Services provide continuous assistance to ensure that cloud-based systems and services remain reliable, secure, and aligned with user needs throughout their operational lifecycle. The service supports organisations before, during, and after service delivery by offering structured helpdesk support, incident management, operational monitoring, and continuous improvement. This service is designed for organisations that require dependable, responsive support to maintain service quality and user satisfaction. It can operate as a standalone support function or as part of a broader managed cloud service, working closely with internal teams to resolve issues and improve service outcomes.

2. Scope of the Service

Ongoing Support Services typically includes:

✓User support and service desk functions
✓Incident and problem management
✓Monitoring and alerting oversight
✓Configuration and operational support
✓Performance and reliability oversight
✓Change and release management support
✓Continuous improvement and optimisation

3. Data Backup, Restore, and Disaster Recovery

Operational verification of user-level data restores, mailbox recoveries, file version rollbacks, and escalation to disaster recovery plans during major incidents.

4. Onboarding and Offboarding Support

Onboarding

Onboarding includes service desk integration, access setup using least-privilege principles, baseline health checks, ticket category definition, and knowledge transfer.

Offboarding

Offboarding includes secure revocation of access, handover of ticket history, knowledgebase documentation, open issue summaries, and secure retirement of support tooling.

5. Service Constraints

Ongoing Support Services are typically delivered remotely. Service hours and support windows are governed by agreed support tier agreements (e.g. business hours or 24/7 coverage options).

6. Service Levels and Delivery Management

Service levels are governed by agreed SLAs covering initial response times based on incident severity, target resolution times, first-contact resolution metrics, and regular service performance reviews.

7. After-Sales and Ongoing Support

Continuous monthly reviews, user feedback analysis, incident root-cause analysis, and proactive recommendations for service improvement.

8. Technical Requirements

Access to service desk tooling and ticketing platforms
Identity provider (SSO) integration
Access to monitoring dashboards and system documentation
All access is controlled, logged, and reviewed regularly.

9. Outage and Maintenance Management

Outages and maintenance are managed through defined incident management protocols and advance notice notifications to stakeholders.

10. Hosting Options and Locations

Supports cloud systems hosted across public, private, and hybrid cloud environments across approved regions.

11. Access to Data Upon Exit

All support ticket data, incident logs, and knowledgebase assets are exported and handed over to the customer. All access credentials are securely revoked.

12. Security and Data Protection

✓Strict identity verification for support requests
✓Encrypted communications and least-privilege access
✓Audit logging of all support activities
✓Compliance with GDPR and privacy protection regulations