ENTERPRISE LEVEL
Support & Maintenance Service
Wattle offer the level of support that you'd expect from a far larger global systems vendor. Our Support & Maintenance Service (SMS) gives you peace of mind, with formal SLAs, clear incident prioritisation, ITIL best practice processes, and the ability to pick up the telephone and call an expert when the need arises.
Our support services ensure an unlimited provision of time to assess, triage, and resolve incidents, and day to day system issues, so you are never left high and dry with Wattle.
Dedicated Helpdesk
Fully manned helpdesk providing telephone, online, and remote access support from 9am-5pm from Monday to Friday.
Formal SLAs
All support services provided are subject to strict and closely monitored Service Level Agreements (SLA) by critical, medium, and general priority levels.
ITIL Best Practice
All support requests are logged via our Dynamics 365 helpdesk, following ITIL service desk and incident management best practice.
Uptime Monitoring
We leverage both Microsoft Azure and Uptime Monitor for continuous, powerful, and enterprise-grade end-to-end system monitoring.
Online Support Portal
Your organisation will have access anytime, anywhere to our comprehensive Online Support Portal. Remain fully informed, at all times, about your support cases with Wattle.
- Login anytime, anywhere for complete support transparency.
- Submit and track your support case across resolution stages.
- Clearly understand what happens next, and when, with your support case.
- Monitor your support case progress against formal SLAs.
- Track time spent by Wattle on specific support cases.
- Review all active and historical support cases to spot trends.
Supporting your Existing Systems
Already using solutions like the Umbraco CMS, Dynamics 365 CRM, and the Power Platform, and looking for a new support or development partner? No problem - Wattle is highly experienced in assuming the ongoing support and development of these systems. Our comprehensive onboarding and systems analysis process will ensure you can comfortably exit your existing supplier relationship with minimal stress or business as usual interruption.
We approach the onboarding process with an initial phase of discovery, to familiarise ourselves with your systems, strategies, and business objectives, followed by a full technical analysis of your website CMS or CRM system. As part of the process, Wattle will handle all contact with your existing supplier to ensure a smooth transition.
OUR CLIENTS
Attract new members with stunning design and seamless user experiences
The Soil Association is joining forces with nature for a better future. The Charity also joined forces with Wattle, under an ongoing partnership, to develop and support a series of Umbraco CMS websites to promote multiple causes.
Soil Association
READ SOIL ASSOCIATION CASE STUDY
International membership organisation TRADA adopted Wattle's Membership Experience Platform, MemEx to increase online member acquisition and drive deeper member engagement. This sophisticated platform includes a website powered by Umbraco's powerful CMS, an Umbraco self-service portal, Microsoft Dynamics 365 and membership analytics and reporting.
TRADA
RIBA formed an ongoing partnership with Wattle to provide support and development for its complex Sitecore CMS and bespoke .NET website estate.
RIBA
Not-for-profit technology advice provider Eduserv formed a long-term managed service outsourcing partnership with Wattle to provide ongoing software development and support to its AppDev client base.
EDUSERV
The UK Council for Psychotherapy (UKCP) is the leading organisation for psychotherapists and psychotherapeutic counsellors in the UK, supporting more than 11,000 professional members. The UKCP partnered with Wattle to discover, design and develop a new Umbraco CMS website based upon MemEx Web, part of our wider MemEx platform, and centred around an innovative and intuitive Find a Therapist tool.
UKCP
The Institute of Asset Management (IAM) adopted Wattle's Membership Experience Platform, MemEx, to replace their existing ADX Studio website CMS and ageing Dynamics CRM system.
IAM
Wattle were selected as the ETF’s strategic technology partner to deliver their extensive 'Transform' digital transformation programme centred around the adoption of the MemEx platform - a single Umbraco CMS (website and membership portal) and Dynamics 365 CRM solution.
ETF
The CIArb adopted Wattle's Membership Experience Platform, MemEx, to replace their existing Telerik Sitefinity website CMS and ageing bespoke CRM database.
CIARB