Summary
This document is a guide on Hyland Managed Services, which provides service-level-driven application management, operational support, product expertise, and business transformation. It outlines the proactive nature of managed services, contrasting it with traditional technical support, and emphasizes the partnership between the customer's IT staff and Hyland's services organization. The guide details the responsibilities of both the customer and Hyland Managed Services, including solution monitoring, incident management, and application management. It also describes the four levels of service subscriptions available, modeled on ITIL Managed Services Practices, which allow for predictable costs and scalability. Additionally, the document addresses key considerations for organizations contemplating managed services, highlighting the advantages of having dedicated resources and expertise to optimize their Hyland solutions. Overall, the guide emphasizes the importance of collaboration and strategic planning in leveraging managed services effectively.
