Managed Donesafe Support: What Existing Customers Can Outsource

After go-live, Donesafe still needs ownership. New workflows are requested, organisational structures change, reports evolve, integrations fail, releases need testing and users need support. Managed support gives the internal team a specialist extension rather than another permanent role.

Platform administration

Day-to-day support can include user and role administration, configuration checks, reference-data maintenance, workflow troubleshooting and coordination of small changes.

Enhancement backlog

Rather than handling requests one at a time, maintain a prioritised backlog with business value, risk, effort and dependencies. This creates a repeatable improvement cycle.

Workflow and module changes

Existing customers often need changes to forms, approvals, permissions, notifications and actions as the operating model evolves. Managed support can design, configure and test those changes.

Reporting and Power BI

Support can include report changes, data extracts, reconciliation, Power BI refresh issues, new measures and management-reporting updates as requirements change.

Integration monitoring

HRIS, LMS, contractor and file/API integrations need exception handling and reconciliation. A managed service can help investigate failures, validate records and coordinate fixes.

Release and regression testing

Platform and configuration changes should be assessed against core workflows. Maintain test scenarios for high-risk modules and validate permissions, notifications, integrations and reports after material changes.

Data quality reviews

Regular checks can identify duplicate records, missing organisational data, unresolved actions, inconsistent classifications and other issues before they affect reporting or business confidence.

Continuous improvement

A useful support model should not only respond to tickets. It should identify recurring pain points, simplify administration and recommend where automation, reporting or integration work will remove manual effort.

What to define in a support arrangement

• What CloudHub owns versus the internal administrator
• Request and prioritisation process
• Response expectations and escalation
• Configuration and testing controls
• Reporting and integration responsibilities
• Release support
• Monthly or quarterly improvement review