Who it’s for
Organisations that depend on their platform daily but don’t want to staff a dedicated team for it: SMEs without their own admin, large organisations whose internal team needs expert backup (level 3–4), and any estate where licenses and marketplace apps grew faster than anyone tracked them. Typical trigger: the one person who knew the setup left, an upgrade is overdue, renewals surprise procurement, or incidents take too long to resolve.
The problem
“The platform is business-critical but nobody really owns it — and the same goes for the licenses. Upgrades get postponed because they’re risky, small problems queue up, renewals surprise us, and we pay for seats and apps nobody uses. When something serious breaks, we have no expert to call.”
What we deliver
- Application management: monitoring, housekeeping, configuration hygiene, app lifecycle.
- Upgrades and patches: planned, tested on staging, executed in agreed windows.
- Expert support with defined SLAs — up to level-4 escalation behind your internal service desk, in French, German, Italian, and English.
- The license lifecycle end to end: procurement, provisioning, proactive renewals, tier optimisation, and co-terming — contracts aligned to one renewal date and one budget line.
- Optimisation and feature watch: audits of seats and marketplace apps, removal of unused ones, and a flag when a capability you already pay for can replace an app or a workaround.
- Knowledge transfer as we go: your team learns the platform instead of depending on us forever — internalisation is a supported outcome, not a threat to us.
How it works
- Onboarding: platform review, documentation of your setup, license inventory, access and escalation paths.
- Agreed service scope: what we monitor, what we maintain, response targets, and which contracts we manage.
- Steady state: scheduled maintenance, ticket-based support, direct escalation to engineers — and one interlocutor for renewals and pricing changes.
- Regular service reviews: platform health, upcoming risks (end of support, app deprecations), usage vs. tiers, budget projection.
Engagement
Scoped case by case: our clients range from local SMEs to Fortune 500 groups, and the same service scales accordingly. We quote after a first scoping conversation — a fixed price list would not be honest at that range. Where risk is high, we start with a bounded pilot.
Why Digilac
- We provide expert level-4 support for a 15,000-user Jira/Confluence environment and operate service platforms for federal clients — the standards this demands are applied to every client.
- Atlassian Solution Partner: direct access to Atlassian for quotes, escalations, and early knowledge of pricing and licensing changes, and of new product features that can make your teams’ daily work easier.
- We always advise our clients on the best way to use the product and optimise their usage.