Platform and user support
Agree how users or administrators request help, how issues are assessed and when they are escalated to your internal team or Halo.
Managed Support
Keep your Halo environment working for your team
After go-live, service management needs ongoing attention. Stratwyze offers managed support for agreed platform support, optimisation, SLA governance and enhancements.
Discuss a support scope →Define the support you actually need
Start with how your organisation uses Halo, who administers it and which tasks should remain with your team. Agree the boundaries before selecting service hours, priorities and reporting.
Stratwyze’s managed support is a scoped service around your Halo environment. An outsourced employee service desk, hosting or infrastructure support would need its own explicit scope.
Areas to include in the agreed service
Optimisation and governance
Review queue behaviour, workflows, data quality and service-level reporting. Prioritise practical improvements with process owners.
Controlled enhancements
Maintain an agreed enhancement backlog. Confirm design, testing, approval and release responsibilities before changes reach production.
Make responsibilities explicit
- Service hours and priorities: operating hours, time zone, contact routes and urgency assessment.
- Response and resolution: distinguish acknowledgement targets from restoration or resolution commitments.
- Access and approvals: who may configure the platform and approve changes.
- Vendor and third-party boundaries: ownership of hosting, licences, connectors and external systems.
- Reporting and improvement: review frequency, measures and the process for changing scope.
These terms are agreed in your support proposal. Coverage, response targets and any service-level commitments depend on that agreement.
A practical starting point
Share your current Halo setup, user groups, support arrangements and recurring issues. Identify open implementation tasks and who can provide access, configuration records and existing commitments.
If a deployment is still in progress, plan the support handover as part of implementation and transition.
Managed support questions
Can we keep our own administrators?
Yes. Support can be scoped around your internal team. Agree ownership, access and approval boundaries so responsibilities are clear.
Are enhancements and third-party costs included?
Only where the agreed scope includes them. Confirm enhancement capacity, project work, subscriptions and vendor charges in the proposal.
Can you support an existing Halo environment?
We can discuss an existing environment. Access, configuration history, outstanding defects and requirements must be assessed before accepting a support scope.
Discuss a support scope
Tell us your current setup and the service outcomes you need. We will discuss what discovery should cover.
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