Your OneStream platform was built to handle complexity and scale—but maintaining peak performance takes more than just great software. It takes smart, strategic support tailored to your organization’s evolving needs.
A strong OneStream managed services provider should offer more than a help desk. They should provide flexible, scalable support options that grow with your business. But before choosing a support level, you need to understand your internal needs—and how involved you want your support partner to be.
Let’s explore the different levels of OneStream support and how to decide what’s right for your organization.
Reactive Support: On-Demand Help When You Need It
Think of reactive support as your OneStream safety net. Once you're set up in a managed services ticketing portal, you can submit issues as they come up—whether that’s:
- A misfiring allocation rule
- Cube View input issues
- Workflow validation problems
- User access challenges
Or anything else that suddenly breaks when you’re up against a deadline
This level of support is especially useful when the unexpected happens (and let’s be honest—it always happens during a board report crunch or just before close).
Because issues can be unpredictable, it’s smart to work with your support provider during the scoping phase to anticipate volume and complexity. Key considerations include:
- Number of environments requiring support (Production, Test/Dev, DR)
- Number and type of users (Admin, Power Users, General End Users)
- Future enhancements planned (new dimensions, added modules, external data integrations)
A seasoned support team can triage and resolve issues quickly, minimizing disruption, reducing risk, and keeping your month-end close or budget cycle on track.
Proactive Support: Stay Ahead of the Curve
If reactive support puts out fires, proactive support keeps them from starting in the first place. It’s about systematically managing the health of your application through recurring, scheduled maintenance and optimization.
OneStream is a powerful platform—but like any enterprise system, it needs care and feeding to stay in top form. Proactive support includes:
✅ Daily, weekly, and monthly data refreshes
✅ Scheduled consolidations and validations
✅ Cube and metadata maintenance
✅ System performance monitoring and alert checks
✅ Pre-close checklists and audit reviews
✅ Scheduled report generation and distribution
Here’s how it typically works:
- Recurring tasks are identified and scheduled with your provider
- Each task is logged in the support portal with defined deadlines
- Notifications are sent on completion
- Your delivery manager oversees execution and flags any anomalies
Proactive support is ideal for reducing internal burden, maintaining accuracy, and ensuring your team has reliable, timely data—especially during financial close or planning season.
So… What Level of Support Do You Need?
There’s no one-size-fits-all answer, but the best starting point is a thorough scoping session with your OneStream managed services partner.
Here’s what you should work together to assess:
- Which tasks are recurring and predictable (great for proactive scheduling)
- Which tasks are ad-hoc or critical, requiring reactive intervention
- Any upcoming projects or enhancements (like adding Cash Flow or integrating new data sources)
- Expected support volume—daily, weekly, monthly
- Internal resource availability (do you need full coverage, overflow support, or niche expertise?)
Most organizations benefit from a hybrid model—combining proactive services for stability and performance with reactive support for emergencies and evolving needs.
Let’s Find the Right Fit
The right OneStream support model isn’t just about solving problems—it’s about unlocking the full value of your investment. It frees up your team to focus on strategy, not technical troubleshooting.
Whether you’re looking for ongoing task execution, project-based support, or on-call troubleshooting, a flexible managed services partner should meet you where you are—and scale with you.
Not sure what level of support you need?
Let’s scope it out together- Click Here
Let’s scope it out together- Click Here
