Technology

Smartsheet ongoing support

Set Smartsheet support hours each month, pointed at what matters most and billed monthly in advance.

Why you'd want this

Smartsheet ongoing support from Five gives you set hours each month after go-live, pointed at whatever matters most. It's for organisations in New Zealand and Australia that want their Smartsheet solution to keep improving as the work changes. Five is an authorised Smartsheet partner based in Auckland.

Why Smartsheet needs support after go-live

Six months in, new teams want access, a process has changed, and a few early ideas no longer fit. Most of that is too small for a project and too important to ignore. Left alone, a good solution slowly becomes the thing people work around.

Some months the hours go on maintenance. Some months they go on building something new. Other months we sit with a team who've stopped using a workflow and find out why.

Questions buyers ask us

What does Smartsheet support from Five include?

Maintenance and housekeeping, enhancements and new use cases, and adoption support where usage has slipped. You choose where the hours go each month.

How is Smartsheet support priced?

You buy set hours each month on a fixed term, billed monthly in advance. The price is fixed and agreed before we start. You won't need a separate scoping exercise for each small change.

Can you support a Smartsheet setup Five didn't build?

Yes, after a readiness review. The Smartsheet health check shows us how your setup works before we take it on.

Can we change what the hours are spent on?

Yes. The hours go on whatever matters most that month. When your priorities move, the hours move with them.

Who will support us?

If we built your solution, the same team supports it, so you won't need to explain your business twice. Julius leads our delivery team.

How long does a support term run?

Support runs on a fixed term. We agree the length, the monthly hours and the price with you before we start.

Do you offer Smartsheet support in Australia as well as NZ?

Yes. We're based in Auckland and support clients across New Zealand and Australia.

Where we support

Set hours each month on a fixed term, pointed at whatever matters most.

What Smartsheet support covers

Maintenance and housekeeping: We keep the solution healthy as your teams, people and processes change, so small problems don't grow into a rebuild.
Enhancements and new use cases: New sheets, reports, dashboards, forms and automations as the work moves on, without raising a project each time.
Adoption support where it's slipped: We check what's being used, sit with teams where use has drifted, and track the measures you agreed.

How it will benefit you

A Smartsheet solution that keeps improving after go-live.

You get predictable cost: Set hours, billed monthly in advance, with no scoping exercise for every small change.
Your hours follow your priorities: When your priorities move, the hours move onto something else.
You keep people who know your context: If we built it, the same team supports it, so nothing needs explaining twice.
Small things get fixed while they're small: Minor irritations get a route to be raised before they wear the platform down.

Talk to us about Smartsheet support

Talk to Nick Mackeson-Smith or Julius Goh about support hours for your Smartsheet setup. If we didn't build it, we'll start with a Smartsheet readiness review. See our full Smartsheet partner services.