Systems Support, from a team that already knows your setup
No ticket queues, no starting from scratch. Just the platform experts, on hand when you need them.
how we work
Most support means explaining your setup all over again
We stay close to how the system’s actually being used, then step in when something breaks, a process changes, or a new starter needs onboarding- not waiting for a ticket to land in a queue. You get a team that already knows your setup, not a support desk starting from scratch every time you reach out.
deliverables
What's included in Systems Support
- Direct access to the same team throughout, not a rotating helpdesk starting from zero
- Fixes for workflows, reports and processes as they drift or stop getting used properly
- A place to ask "can we do this differently", not just "why is this broken"
- Onboarding support for new starters, so the system doesn't get taught wrong the second time round
- A running record of what's been fixed and why, so nothing gets solved twice
- Priority attention when something's actually blocking your team, not queued behind everyone else's tickets
- A regular check-in, not just a reactive one, so small issues get caught before they're big ones
What you will get
What you can expect
Typical Duration
Offered as a monthly retainer with an initial three-month contract period. Same day SLA
Who's Involved
Your named contact at Hyphen Digital, plus whoever on your team hits the issue
What we need from you
A way to reach us and whoever's affected, that's genuinely it
testimonials
What our clients think
“Josh from Hyphen Digital has been extremely helpful throughout the entire process of implementing WorkflowMAX. He is very knowledgeable about the product and WorkflowMAX’s capabilities and features, and he applied this knowledge to our business processes, suggesting improvements along the way. “
Helle McArthur, Finance Manager
Woolf Bond Planning
“Josh has been a fantastic support in helping us set up WorkGuru across our group of companies. He is incredibly flexible, proactive and genuinely supportive, always taking the time to understand our needs and find the best solutions. Josh consistently goes above and beyond to help, and his knowledge, patience and approachable nature have made smooth and manageable, what could have been a very stressful process.”
Cara Davidson, Head of Finance
Advanced Tooling solutions
“Josh has been an excellent support for our Foundation. He has helped us to select and implement a grant management portal and customer relationship management platform. He has been cheerful, available, and expert in his support.”
Andrea Cooper, CEO
Ferdinando & Luigi Innocenti Foundation
“Josh from Hyphen Digital has been extremely helpful throughout the entire process of implementing WorkflowMAX. He is very knowledgeable about the product and WorkflowMAX’s capabilities and features, and he applied this knowledge to our business processes, suggesting improvements along the way. “
Helle McArthur, Finance Manager
Woolf Bond Planning
questions?
Frequently asked questions
How quickly do you respond?
Our SLA is same-day for platform support. We’ll let you know if we need to investigate and require longer.
What's the difference between this and Systems Optimisation?
Support is reactive; it shows up when something breaks or needs fixing fast.
Optimisation is a deliberate look at the whole system, not waiting for something to go wrong first.
Can we switch to you if we already have support elsewhere?
Yes, we often have customers transition from a platform’s own support to ours. We’re able to offer a more personalised service and often quicker response times.
Is there a minimum contract length?
An initial three-month contract is required. After that, System Support moves to a rolling 30-day contract.
our other services
Other ways we can help
Systems Implementation
Tune what's already live as your business changes
Systems Optimisaion
Tune what's already live as your business changes
Automation & AI Strategy Enablement
Where automation and AI can actually save you time, safely.
Tech Stack Design & Implementation
The right tools, connected as one system.
Software Spend Management
Every subscription audited, so nothing renews by accident and nothing's quietly wasted.
BOOK A DISCOVERY CALL
A 30-minute conversation to see how we can help.
Tell us how your business currently runs and where you need help.
- Walk-through of your current setup, gaps and quick wins.
- An honest view on whether Support is right for you.
- Indicative cost and timeline if you'd like to go further.
Not ready for a call? Email Josh here.