Adoption Support

Assisting Customers to get up and running as smoothly and efficiently as possible

Support during your first deployment

Deployment Support Package

Assist the Customer with the planning, deployment, and configuration of the Apporetum product including guidance on solution administration & adoption.

Deployment Support Services are provided remotely ( on site where pre-arranged) during 9am-5pm on Mondays through to Fridays (excluding public holidays). Pricing is available on request.

The deployment support model includes:

Discovery and Planning

Project Workshop for up to two (2) hours, that includes:

Review of organizational requirements and drivers to identify objectives, success criteria, priorities, and timeline.

Review of critical risks, controls, and roadmap.

Identify the roles and responsibilities within the project.

Architecture Workshop for up to two (2) hours, that includes:

Review of enterprise integrations, including directory, authentication methods, monitoring strategies, and other relevant technologies and security tools.

Review of systems requirements and standard pre-requisites for Apporetum deployment readiness, including environments, and change management approval process for Apporetum solution implementation.

Deployment

Microsoft Marketplace Deployment, that includes:

Installation and configuration.

Application registration with Entra ID.

Integration with Entra ID and one (1) on-premises AD.

Integration to the Event Grid.

Application configuration, for Access Manager that includes:

Up to two (2) applications that are registered and managed out of Entra ID.

HR System of Record configuration, for Identity Manager that includes:

Configuration of HR Feed into Apporetum.

Generic integration to you ITSM (subject to your platform having API integration support).

Expand and Adopt

Conduct ten (10) recurring consultation workshops each for up to two (2) hours, that includes:

Planning and onboarding of applications.

Customisation of notifications.

Integration to disconnected systems.

Publishing of custom event.

Tagging of accounts.

Configuring Apporetum features.

Ensuring a smooth transition into service

Hypercare Services

Hypercare is the white-glove early support phase that we recommend follows the deployment/launch of the your solution. During this hypercare period, Apporetum engineers monitor the newly implemented solution to ensure its smooth functioning and address any issues or challenges that may arise immediately after the go-live event.

This period provides a safety net for the customer during the critical initial phase of use. The team will respond promptly to any technical or operational issues, user questions, or unexpected problems that may emerge as users interact with the new system in real-world scenarios.

The scope of the hypercare includes the resolution of all technical issues that enables the solution to function in accordance with the product documentation. Tight collaboration with the customer business support team builds confidence and facilitates adoption and satisfaction with the solution. Hypercare is provided for a term agreed with the customer.

Hypercare Support Services are provided remotely ( on site where pre-arranged) during 9am-5pm on Mondays through to Fridays (excluding public holidays). Pricing is available on request.

Key characteristics of hypercare include:

Dedicated Support Engineer

A dedicated Apporetum Support Engineer is assigned to the Customer.

Monitoring

Our Support Engineers keeps a close eye on your Apporetum deployment to ensure early detection of anomalies or issues.

Issue Resolution

Our Apporetum Support Engineer responds to any reported issues, with a mandate to resolve issues as quickly as possible to minimise business disruption.

Administrator Guidance

Our Apporetum Support Engineer provides guidance, assistance and skills transfer to the customer administrators while they become familiar with the Apporetum platform.

Close Collaboration

Our Apporetum Support Engineer collaborates closely with key stakeholders to ensure effective communication and problem solving.

We support our clients to conduct an Apporetum pilot

Pilot Support Services

Apporetum Support Engineers and Architects can provide our customers with both strategic advisory services and engineering services to assist you to execute a pilot of Apporetum.

Pilot Support Services are provided remotely (on site where pre-arranged) during 9am-5pm on Mondays through to Fridays (excluding public holidays). This service is available as a time and material engagement. Pricing is available on request.