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What Level of OneStream Support Do I Need? Proactive vs. Reactive Support Services

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A good OneStream support services provider should be flexible enough to offer you multiple options to meet the needs of your platform. But first, you must decide what those needs are and how best to address them. Certain jobs and functions can be automated — others cannot. Let’s review some of your options.

Reactive approach

After getting set up with a support services ticket portal, you will open tickets as issues arise. Having an issue with an allocation not working correctly? User having an issue inputting into a cubeview? These are examples of unforeseen needs you will need an experienced OneStream support services team to assist with and resolve.

Since you can’t predict the future, it’s difficult to anticipate how many issues will come up on a monthly basis, but if history is any indication it will probably occur at a critical time. When scoping out your OneStream support services needs, some factors to keep in mind are:

  • The number of users 
  • The number of environments you need supported (e.g. Production, Test, Disaster Recovery)
  • Any future plans to enhance your applications, such as adding the cash flow dimension to your platform

Your OneStream support services provider can help you determine your needs and the length of time required to resolve these issues. Having a support services team in place is an insurance policy providing piece of mind that no matter how complex your issue appears to be, they will jump in and get you back on track.

Proactive approach

Your OneStream platform requires periodic maintenance and updating — recurring activities that need to be completed on a scheduled basis, whether daily, weekly, or monthly. Your OneStream support services team can work with you to schedule the frequency and dates of completion for these tasks and perform them for you.

Scheduled tasks can be entered into the support services ticketing system, and your OneStream service delivery manager will receive a notification when each task is due to be completed. You can also choose to be notified when each task is completed to help you sleep better.

What level of support do you need?

A thorough scoping session with your OneStream support services partner will help you determine your mix of support needs and whether they can be scheduled (proactive) or not (reactive). Identify the recurring activities for your OneStream platform and work with your support services partner to have them scheduled. You should also consider allowing for unscheduled monthly tasks.

US-Analytics is a full-service OneStream consulting firm. To ensure end-to-end coverage of your technology, we provide a complete range of services: process and advisory, infrastructure, implementations, upgrades and migrations, training, and support services.

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