Eliminate the #1 Risk with Cloud-Based Applications

Eventus Technology Managed Services Overview

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In the course of performing dozens of cloud CRM and enterprise communications implementations, we have consistently seen clients underestimate the resources they will need to support their cloud application instance on an ongoing basis. As a result, cloud buyers consistently fail to plan or budget for either the necessary staff or a service provider to provide support for their instance of the application. At Eventus, we call this type of support Application Support. While SaaS vendors have taken on much of the platform support traditionally provided by IT for on premises applications, most are in no position to provide instance-specific application support for the unique configurations, customizations and integrations performed during implementations of their product.  

To fill this gap, Eventus provides application support for leading cloud CRM and enterprise communications packages as a managed service. Currently available for Oracle Service Cloud, Salesforce Service Cloud and Interactive Intelligence, Eventus Technology Managed Services ensures that application users get all the support they need to achieve their business objectives.

Why Do Companies Fail to Plan for SaaS Application Support?

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Why does this oversight consistently occur? There are several reasons, but probably the single most important factor is the need for Application Support gets lost in the transition to the SaaS model of software delivery. When organizations deployed on-premises application software packages, IT generally provided application support along with platform support. While some end users think Saas eliminates the need for IT involvement and support with application deployments, they are only partially correct. Yes the Saas provider offloads most if not all platform support from IT, but application support is another story.  Most are in no position to provide instance-specific application support for the unique configurations, customizations and integrations performed during implementations of their product.  The implications of this support gap can be catastrophic, particularly to the people involved in the decision to implement cloud software. If this oversight is not recognized and addressed quickly enough, the result can be a failed implementation for the customer and a churned customer for the SaaS vendor. In our experience, this gap is the single biggest risk to successful deployment of Cloud application products.

The Eventus Contact Center Technology Managed Services

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To eliminate this risk, Eventus provides application support for leading cloud CRM and enterprise communications packages as a managed service. Currently available for Oracle Service Cloud, Salesforce Service Cloud and Interactive Intelligence, Eventus Technology Managed Services ensure that application users get all the support they need to achieve their business objectives.  

Eventus Technology Managed Services offer these key advantages:

  • Single point of contact for all service and support
  • Elastic team delivers all maintenance and enhancements
  • Production support options range from 8x5 to 24x7
  • Comprehensive service level agreement for your entire enterprise solution and business needs
  • Flexible pricing models based on client requirements
  • Staffted with 100% certificed architects and engineers
  • Configurable services complement capabilities provided by internal support teams

Available Services

On_Call_400-1.pngFor clients of this service, we leverage our highly available command center to provide application support from a cost-effective centralized location. Clients are able to choose from a wide variety of available services that we deliver based upon the contracted upon Service Level Agreement (SLA):

Day to Day Production Support includes all the day-to-day administrative work that typically needs to be performed on the cloud application packages to ensure end users can productively use the software. While the specific services will vary with the type of Cloud application we are supporting, typical services in this category include:

  • System administration
  • Move, add, change and delete requests
  • Account provisioning including user and profile configuration
  • Application installation support
  • Auto-attendant/IVR administration
  • Routing and workgroup administration
  • Hardware procurement support

'Keep the Lights On' Break/Fix Support services diagnose and resolve system issues that would otherwise prevent use of the application:

  • System issue diagnosis and resolution
  • Desktop application restart/reinstall
  • Cloud software vendor product support (if required)
  • Root cause analysis
  • Warranty support for Eventus-developed solutions

Proactive Optimization includes services that prevent future problems from occurring, as well as services that maximize return on investment in the underlying applications:

  • System issue diagnosis and resolution
  • Desktop application restart/reinstall
  • Cloud software vendor product support (if required)
  • Root cause analysis
  • Warranty support for Eventus-developed solutions

Functionality Enhancements can occur either by configuring existing non-operational functionality, or by moving to a new version of the application that provides new capabilities. This category provides services for both these scenarios:

  • Incremental functionality configuration
  • Incremental customer development and/or integration
  • System upgrade support
  • ACD
  • IVR
  • Voice Recorder
  • CTI
  • Toll-Free Numbers

Comparison to Vendor Technical Support

Support_400-1Every cloud application vendor provides product support. With SaaS products, this support is generally bundled with the software subscription. How does vendor-supplied product support compare with the Eventus COMS Application Support managed service? The short answer is this: product support targets the multitenant application platform used by all a vendor's customers to implement applications, whereas the Eventus service targets each customer's specific instance of that cloud application including all the configurations, customizations and integrations that provide the business functionality needed by the end users of the application.

Some of the main differences are:

  • Support for customized cloud applications, not just the base product
  • Administration and configuration services to support your users and their needed changes
  • Upgrade and Change Management for new cloud application releases
  • License Optimization to help you plan your licensing purchases and future needs and to not end up short on licenses when you need them most
  • System performance measurement and reporting
  • Recommendations on infrastructure and application improvement
  • Help Desk that operates at the same times as your contact centers

How Much Does This Cost?

Team_400-1Eventus Technology Managed Services teams generally consist of a senior executive or director, a technical manager, an architect, one or more engineers and one or more senior analysts.  Depending on the service you buy, your team will be certified in either CRM or enterprise communications.

How much would it cost you if you decided to hire you own application support team to cover all these roles? Probably a lot more than you would pay Eventus. Since your Eventus team also works for other clients, you get to share the cost with others as well.  Our blended hourly costs typically work out to between 1.5-2 FTEs. Furthermore, we offer flexible monthly or annual invoicing with discounts for multi-year contracts.

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