2. Helping customers build applications
Not all organizations have the capacity to build applications independently. For organizations or teams with limited resources, OutSystems ensures they can benefit from its platform. To bridge potential gaps, we provide a range of success offers, enablement, and consulting services.
Organizations that need comprehensive support in adopting OutSystems successfully can take advantage of a tailored program that delivers the necessary expertise. Additionally, our expert services cater to those who seek guidance from practitioners by providing best practices, advanced knowledge, and solutions to address specific application development needs.
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Succeeding with OutSystems
Comprehensive services delivered in collaboration with partners guarantee the swift realization of value and enduring success with OutSystems. There are adoption plans, training, consulting, enablement, and support services, providing a holistic approach to your OutSystems journey.
Tailored to the unique needs and complexity of your adoption process, our Customer Success activities draw from insights gained from supporting numerous customers. These activities include essential components such as onboarding, adoption plan design, goals and metrics tracking, service coordination and oversight, as well as regular checkpoints and executive business reviews. At OutSystems, our commitment is to empower you not just in the short term but to foster lasting success.
Success plans
OutSystems offers two types of success plans that provide technical advisory services for the duration of your subscription:
- Essential
- Premier
Take advantage of a digital pool of technical success managers (TSMs) that provide answers to your how-to questions and assist with application troubleshooting. This plan includes:
- Standard onboarding
- Welcome session
- Fundamentals workshop
- Onboarding checkpoints
- Guidance
- Online technical questions
- Monthly office hours
- Adoption
- Semi-annual technical assessment to review best practices for applications, architecture, or both
A dedicated TSM accelerates your technical solutions with tailored guidance to achieve operational excellence throughout your software lifecycle.
- Custom onboarding
- Introduction to the OutSystems platform
- Fundamentals workshop
- Personalized technical enablement plan
- Weekly checkpoints
- Guidance
- Contact your TSM for technical questions and guidance
- Coaching aligned to your context to reduce risks and avoid common pitfalls
- Specific training sessions on advanced topics
- Technical adoption
- Quarterly technical assessment to review best practices for applications, architecture, or both.
- Personalized plan to improve customer capabilities and team proficiencies
Support Plans
OutSystems offers flexible and tailored support plans to meet your technical support needs based on the complexity of your infrastructure and the criticality of your applications. You can choose from three levels.
The 8x5 level of support is recommended for basic, departmental applications within your OutSystems infrastructure. It is the support package included with your OutSystems subscription. At the 8x5 level, you get self-guided digital resources along with support during business hours.
Extended 24x7 support is recommended for business and IT teams whose productivity would be impacted by incidents pending overnight. At this level, you get round-the-clock support for your key business and IT operations, including an industry-leading 2-hour first response time SLA for urgent incidents.
Our top-tier Premium Support offering is designed for your mission-critical 24x7 business and IT operations with OutSystems infrastructure. This level offers a 1-hour first response time SLA in addition to the following key features:
- Launch event support: Reduce the risk of predictable high-risk events you plan to execute, such as a new app going live, an anticipated period of high traffic, or change in network or security posture that could affect the delivery of an application to users.
- Critical situation management: An assigned critical situation manager orchestrates an incident bridge between your team and a cross-functional OutSystems team and acts as a single point of contact for critical runtime incidents that affect non-functional requirements such as performance, scalability, reliability, availability, and others.
- Proactive cloud monitoring: Extends OutSystems Cloud Monitoring to proactively inform customers about OutSystems 11 infrastructure and platform events.
Premium 24x7 support can be purchased as an add-on for any edition of O11 or ODC. A success plan is required.
The following table summarizes the key features of the Support Plans:
Professional Services
The Professional Services organization at OutSystems works closely with customers and partners to establish enduring autonomy and self-sustainability.
A combination of Success Plans, training, delivery, and Expert Services is geared towards ensuring that customers not only accelerate time to value but also experience sustainable growth and long-term success with OutSystems.
Through hands-on implementation services, OutSystems Professional Services utilizes a proven delivery methodology forged from collaborations with thousands of successful customers. This methodology facilitates the acceleration of first use-cases, the seamless delivery of complete implementations, and ongoing coaching provided by our senior technical experts.
What sets our services apart is that customers can choose the right assistance at the right moment as they use the OutSystems platform. These services, designed to introduce new capabilities swiftly and make an impact, enable customers to adopt our technology efficiently and effectively. At OutSystems, we are committed to providing the support and resources needed for your continued success.
