Flexible Managed Services Model
Audienceware operates under a flexible managed services model designed to deliver exceptional value for both commercial and not-for-profit clients, accommodating a wide range of budgets and service requirements.
Unlike traditional agencies, we don’t maintain layers of account management or customer service staff. Instead, those functions are performed virtually across our specialist teams, ensuring that clients engage directly with the people delivering the work.
All client communication, scheduling, and project tracking are managed through our online Support Portal. This provides a single point of contact, full transparency, and efficient collaboration — every hour contributes directly to outcomes, not administration.
Our Two-Tier Service Framework
Audienceware’s services are delivered through two integrated tiers — Support Services and Solutions Services — each with its own mode of engagement:
- Support Services (Subscription-Based) – The operational tier providing ongoing technical support, maintenance, hosting, monitoring, and change requests. Clients subscribe to Support Services under a managed services agreement, which gives continuous access to our Support Team and ensures reliable, cost-predictable service delivery.
Support operates 24/7 to address urgent issues and maintain system continuity. Clients raise tickets directly through the Support Portal, where the team manages day-to-day requests, implements enhancements, and resolves technical issues efficiently. See Support and Development for guidelines.
- Solutions Services (Project-Based) – The strategic tier providing consultancy, analytics, strategy, business process improvement, and design. Engagement with the Solutions Team occurs on a project basis, typically by referral or escalation from the Support Team when a request requires deeper analysis, planning, or cross-system coordination.
Each project begins with a brief definition that outlines scope, requirements, deliverables, and estimated budget. To keep costs low and utilisation high, Solutions work is usually scheduled in advance, though the team can be called in for urgent or complex issues when required.
How to Engage
All requests begin with a ticket raised via the Support Portal. This ensures every task — from a quick fix to a strategic project — is properly recorded, prioritised, and managed through a consistent workflow. The Support Team handles subscription-based work directly, and will escalate to the Solutions Team for project-based engagements as needed.
- Raise all support and development requests through the Support Portal.
- Communicate directly with the Support Team delivering your subscription service.
- When a request becomes a project, the Solutions Team defines the scope, timing, and budget before commencement.
- Track progress, time, and communication in one place for complete visibility.
Benefits of Our Model
This flexible managed services model allows Audienceware to deliver:
- Everything you need – from ongoing system support to specialised strategic projects.
- Lowest essential cost – by eliminating unnecessary overheads and ensuring every hour contributes directly to delivery.
- Premium capability when you need it – through access to our strategic, design, and analytics specialists on demand.
In short, our managed services framework provides the right expertise at the right time — keeping costs low, responsiveness high, and quality uncompromised.