Hyland managed services

Unlock capacity and drive velocity with proactive Hyland solution management. 

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A smarter approach to managing your Hyland environment

Most teams operate in a reactive model — support only begins after disruption occurs. Hyland Managed Services changes that.

Proactivity creates capacity, and capacity builds velocity. That’s why our delivery model detects issues early, manages daily operations and frees your team to focus on high-value initiatives instead of constant firefighting.

You benefit from:

  • Early detection and issue prevention
  • Consistent operational ownership
  • Admin capacity intentionally protected

Choose the tier that matches your needs

Each tier reinforces Hyland’s proven expertise, closing your capacity and skill gaps — without hiring. You can also add Change Blocks at any time for additional enhancements or specialist work, no need to change your core service level.

We offer the following three tiers, each designed to multiply your team’s impact by shifting operational load and unlocking sustained speed. 

Monitor — proactive visibility without added headcount

What it delivers: Continuous monitoring and alerting for your Hyland environment — cloud or on-premises — surfacing issues before they disrupt operations.   

We fill gaps such as:

  • Limited bandwidth to watch critical jobs, queues and KPIs
  • Missing telemetry on custom components and workflows
  • Need for basic triage guidance when thresholds break

Hyland also manages:

  • Baseline alert configuration, monitoring and monthly trend analysis
  • Alert validation and first-step remediation guidance

Estimated internal time offset: 8-20 hours per month. 

Ideal for: Skilled teams that lack continuous coverage.

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Operate — day-to-day administration, done for you

What it delivers: Hands-on system administration and incident/problem management so your team stays focused on business.

We fill gaps such as:

  • Shortage of experienced Hyland administrators
  • Inconsistent incident response and root cause analysis
  • Routine tasks that erode project bandwidth

Hyland also takes on:

  • User/role administration, queue management, job monitoring and DB upkeep
  • Incident and problem resolution
  • Ongoing proactive maintenance for greater stability

Estimated internal time offset: 30-80 hours per month. 

Ideal for: Teams needing operational steadiness and consistent delivery.

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Enhance — continuous improvement and technical ownership

What it delivers: Everything offered in the Operate tier, plus steady enhancement execution, upgrades and architectural guidance that moves your roadmap forward.

We fill gaps such as:

  • Backlogs that stall due to competing priorities
  • Upgrade planning and execution delays
  • Need for long-term architectural direction tied to delivery

Hyland also takes on:

  • Continuous enhancements and solution tuning
  • Upgrade execution and long-term release planning
  • Quarterly reviews and annual planning aligned to outcomes

Estimated internal time offset: 60-140 hours per month. 

Ideal for: Teams seeking measurable roadmap velocity without hiring additional FTEs.

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* How Hyland estimates time savings: Ranges reflect the typical internal effort that Hyland assumes for the tasks listed — derived from our runbooks and standard delivery scope (e.g., user/role admin, queue/job monitoring, DB maintenance, workflow/config changes, upgrade activities). Exact savings depend on environment count, product mix, ticket volume and change cadence. We quantify this for your unique circumstance during scoping.

 

Tier Primary value Typical gaps we fill Hyland takes on Estimated internal time offset*
Monitor Early issue visibility via proactive monitoring No time to watch jobs/KPIs, need triage guidance Alert catalog, monitoring, validation, monthly trending 8-20 hrs/m
Operate Daytoday admin and incident/problem management Short admin bench; reactive operations Administration, maintenance, incident/problem execution 30-80 hrs/mo
Enhance Continuous improvements and upgrades Backlog stalls, upgrade execution Backlog changes, upgrade execution, optimization cadence 60-140+ hrs/mo

Empower your people to deliver their best with Hyland