Managed Service · Station 4 on the IAM journey
An IAM team behind you, without having to hire one
An IGA platform does not keep itself alive. The HR system changes a field, a connector stops delivering, a policy does not trigger as expected, and the auditors ask about it six months later. Our Managed Service gives you specialists on Omada and Pointsharp with agreed response times, a quarterly health check and a standing advisory meeting every month where we look ahead together.
The challenge
Why IAM operations are hard to run alone
- Skills shortage: experienced IGA specialists are a scarce resource, and turnover among them is high.
- Key-person dependency: if operations rest on one person, they stop when that person is ill, on holiday or leaves.
- Ongoing compliance requirements: NIS2, GDPR and ISO 27001 require that controls not only exist but are maintained and can be evidenced.
- The systems keep moving: HR systems, AD, Entra ID and line-of-business systems change all the time, and every change hits access management.
- Vendor support covers the product, not your configuration: a fault in the connector built for your HR system is not a product fault.
The boundary
Where does the case end up when something breaks?
We locate the fault wherever it sits. If it is in the configuration, we fix it. If it is in the product, we report it to the vendor and follow it up. If it is in your source systems or network, we hand it over with a description of what needs fixing.
What is included
The service has three parts
The service is not just a hotline. It is support, a regular inspection and a meeting where we look ahead rather than only back.
2nd line support
Questions and tasks on your platform and on what has been built on top of it: connectors, import flows, employment logic, roles, policies and entitlement assignment. Billed on time used, so you do not pay for hours you have not used.
Quarterly health check
We review the core components of the platform and report in writing with observations and recommendations. It is included in the fixed fee and catches quiet decay while it is still cheap to fix.
Monthly advisory meeting
One hour on the platform, the pattern of cases and what lies ahead. This is where upgrades, new source systems and the auditors' questions turn into a plan instead of a surprise.
Service levels
What you can count on
Response time is the time from a case being raised in our case system until we start work on it. It measures how fast we react, not how fast the case is resolved, because resolution time depends on what the fault turns out to be.
| Priority | How it looks at your end | Response time |
|---|---|---|
| Critical | The whole platform is unavailable, most users are affected, and there is no workaround | 3 hours |
| High | An important function is down, several users or systems are affected, but a temporary workaround exists | 6 hours |
| Normal | Limited impact, and the task can be handled manually in the meantime | 2 working days |
| Low | Questions, requests and changes | 5 working days |
The support window is weekdays 8am to 4pm Danish time, excluding Danish public holidays, and the response times for critical and high-priority cases are counted within that window. An extended window and an on-call arrangement are not included but can be agreed separately.
Platforms
Omada and Pointsharp
We deliver Managed Service on Omada and on Pointsharp. These are the two platforms our consultants are certified on and that we run for clients today. We also take over platforms we did not build ourselves, and onboarding documents them before we commit to response times.
The division of work is the same on both. The vendor covers the product, and in a cloud solution the operation of the platform itself. We cover the way the platform is set up at your end: connectors, import flows, employment logic, roles and policies. Where the platform runs on-premises, servers, database and network sit with you or your hosting provider, and the boundary is agreed in detail during onboarding.
Your support and licence agreement with the vendor stays yours. We report product faults on your behalf and follow them up, but we do not become a party to the agreement.
See our partnershipsWhat we cover on both
- Connectors and import flows from the HR system, AD and Entra ID to the line-of-business systems.
- The role and policy layer: assignment, exceptions and whatever has been built on top of the product.
- Investigation across the platform and the source systems, including when the fault ends up somewhere else.
- Reporting product faults to the vendor on your behalf, and following them up until they are resolved.
Getting started
From first meeting to operations
- Scoping
A short meeting about the platform, your setup and what you want to keep in-house. We describe an operating model and give an estimate before you commit to anything.
- Onboarding
A bounded exercise over no more than four weeks, spread across four working days. We interview your key people, document the core components of the platform and review the previous support cases, so we know what the support work will involve before we take it over.
- Go-live
Support begins on the first working day after we have confirmed in writing that onboarding is complete. Your point of contact, the case system and the priorities are in place from that day.
- Operating rhythm
Support throughout, a health check every quarter and an advisory meeting every month. The agreement runs for 12 months, renews automatically, and either party may terminate on three months' notice.
Scope
What the service is not
- Not 1st line. We do not take enquiries from your end users. Cases come from your own point of contact.
- Not user administration. We do not create or remove users on your behalf. That is the platform's job, and we help you make it work.
- Not project work. Upgrades, migrations and new functionality have their own scope and milestones and are agreed separately.
- Not a consultant on a fixed number of hours. If you need a dedicated person on your own team, that is a different agreement.
- Not on-site work. The service is delivered remotely. On-site meetings are agreed separately.
- Not around the clock. The support window is weekdays 8am to 4pm. An extended window and an on-call arrangement can be agreed separately.
Our view
Operations is not what happens after the project. It is what the project has to make possible.
A solution nobody maintains is back where it started within a year: new systems arrive, and the processes do not follow.
FAQ
Frequently asked questions
We already have support from the vendor. Is that not enough?
Vendor support covers the product. It does not cover your connectors, your role model or the employment logic built for your HR system. Most of the cases we see sit in that layer.
Can you take over a platform you did not implement yourselves?
Yes. That is what onboarding is for. If it shows that the platform cannot be supported on the agreed terms, we say so before the agreement takes effect.
What does it cost?
A fixed monthly fee covers the health check, the advisory meeting and availability within the support window. Support is billed on time used and itemised on the invoice. Onboarding has a fixed price. You get the actual figures after the initial scoping.
What do you need from us?
A point of contact and a deputy with authority to raise and approve tasks, the access we need to the platform, and that you stay on a version the vendor supports.
What happens if we want out of the agreement?
Three months' notice from either side, without giving a reason. We produce a written overview of open cases and help with the handover to you or to a third party you appoint.
Is it only Omada and Pointsharp?
Those are the platforms we deliver the service on today. If you have another one, ask, and we will tell you plainly whether we can help.
Material
Download the material
Share it with colleagues or management, short or in depth, depending on who is asking.
One-pager: Managed Service
The service, the response times and the process on a single page.
Whitepaper: Managed Service
A fuller walk-through of the boundary with the vendor, the service levels, onboarding and what the service does not include.
Should we take over operations?
A short conversation about your platform and your setup is enough for us to describe an operating model and give an estimate.