Managed Services
With Gray Quarter Managed Services, your agency will benefit from a consultative long-term relationship that enables steady-state platform maturity while fostering technology roadmap innovation. We will work closely with you to determine a package that represents the right mix of options.
Two types of Managed Services
Tier 1 - we provide end user support for agency staff or Tier 2/3 where we provide support to the agencies' administrators.
Service Level Agreements
They are programmed into GQ's HelpDesk and automatically applied to each ticket based on priority and ticket type.
Dedicated team
Our managed services team is dedicated to your success and working directly on your agency needs.
Managed Services
Features & Benefits
Gray Quarter Managed Services offers your agency an ongoing partnership, acting as an extension of your team to enhance support for both back office and public users. This structure ensures your agency receives consistent support, clear communication, and systematic enhancement of services.
Ongoing Relationship
With Gray Quarter Managed Services, your agency will have an ongoing relationship with our dedicated team. We are an extension of your team and can help your team scale its support model for both back office and public users.
Governance Meeting
Dedicated monthly governance meetings to review ticket progression, health of the system, performance against SLAs, and knowledge transfer.
Enhancements
Our team will assist the agency in developing a comprehensive list of desired enhancements, exploring items that are often pushed or delayed. The Managed Services team will obtain approval by Client assigned points of contact to ensure that all requests are approved through proper sources.
Support
Your team will have ongoing access to Gray Quarter’s help portal to track your tasks. Your team and leadership will have transparency of tickets.
Change Management and Deployment
Managed Services customers have two paths to releases. Emergency hotfixes for Urgent and High tickets will be deployed into the production system as soon as approved, while standard releases are held once a month, packaging all approved items, producing release notes, and deploying after regular business hours for clients.
Script Regression Testing
Included in your Managed Services agreement is Gray Quarter Script Regression testing twice a year. This comprehensive report conveys which scripts are tested, expected results, errors, and recommended action items. This feature allows for the confidence of complex scripting accuracy.
