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Deploying enterprise software is more than just implementation.

Administrative tasks and ongoing functions needed to meet the specific needs of your organization include:

  • Testing new major releases, service packs, and fixes
  • User account administration and permissions management
  • Forms modification and deployment
  • Report creation and testing
  • Functionality augmentation and scripting
  • Troubleshooting conditions
  • Configuring new features
  • And many others

The challenge is the hiring, training, and retention of personnel to perform these functions. In this competitive job market, IT resources are extremely hard to find and replace.

IT specialists in server room

Benefits

This offering from Accela provides an extension to your in-house system administration team. Our trained staff can perform all ongoing administration and forward-looking solution optimizations for your Accela implementation.

With the Accela Managed Application Services, you’ll always have:

Rapid response times, combined with true 14 hour by 5 days coverage, ensures your staff and citizens will get the help they need when they need it most

Continuous service delivery, along with the proactive improvement required to keep your Accela solution up-to-date with new product features and your evolving business needs

A subject matter expert engaged when working with Accela’s Support

Managed Application Services Functions

Accela Managed Application Services is comprised of three primary functions:

  • Manages intake service request tickets, performs independent triaging for problem tickets, and proactively drives issue resolution
  • Performs daily system administration functions such as user account administration and permissions management
  • Provides risk/impact assessment guidance on testing leading up to new product releases and service packs
  • Extends hours of support to 14 hours a day by 5 business days each week
  • One-hour human response is included for critical issues.
  • Includes semi-annual Continuous Service Improvement (CSI) workshops and roadmap analysis based on customer priorities
  • Provides a quarterly optimization release plan based on CSI roadmap
  • Includes standard review meeting cadences with appropriate stakeholders to monitor progress
  • Resources perform configuration changes – including modifying workflows, users, user groups, permissions, etc.
  • Provides development and modification of automation (scripting) and fee calculations
  • Includes enhancements to existing integrations
  • Supports development and modification of reports
  • Includes implementation of new product functionality

Interested in learning more?

Fill out the below form and we’ll be in touch with you shortly.

For more detail about Accela’s Managed Application Services program, please contact your Accela Account Executive.

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