iplicit support that works for you, not for the vendor
Vendor support makes sure the software is working. Escone Assist makes sure your software works for you.
That difference matters. When you raise a ticket with a software vendor, you get someone confirming the system is behaving as designed. When you raise one with Escone Assist, you get a super user who understands your chart of accounts, your approval routes and how your month end actually runs, and who can tell you whether the problem is iplicit or the way it has been set up.
Escone Assist is a client-side support desk. We are an extension of your team, not an extension of the vendor's support model.
It is our cloud-based helpdesk, giving finance teams direct access to specialists who know iplicit properly, so when something breaks or nobody can work out why a report is wrong, you are not raising a ticket into a queue and hoping.
The helpdesk can be white labelled and configured to your requirements, so to your wider business it looks like an internal function. It tracks and manages everything from new users and password resets through to change requests and governance.
What Escone Assist covers
Whether you are running iplicit, OpenAccounts or eBIS, Escone Assist gives you a team of specialists with years of super user experience, without the cost and overhead of recruiting that expertise in-house.
Day to day iplicit administration. New users, permissions and the routine admin that otherwise lands on your finance team.
Change control. Change requests scoped, documented and tracked properly rather than made on the fly and forgotten about.
Configuration and reporting. Nominal structures, workflow adjustments, approval routes, and iplicit reports built or amended so your month end pack tells you what you need to know.
Governance and audit readiness. Documented process controls and access structures, so a system audit does not become a fire drill.
Integration issues. When iplicit is talking to another system and one of them stops listening, we work out which one.
Escone does not stop with iplicit, OpenAccounts and eBIS. Whatever your business system, our application analysts act as internal super users, keeping things running. If you are moving onto the platform for the first time, see our iplicit implementation service.
Escone Assist BrochureHow Escone Assist works
Response targets, project lifecycle, and what clients say about working with us.
Is your finance system exposed?
If you answer no to any of these, there is risk sitting in your business:
- Would you pass a system audit with your current access structure and process controls?
- Do you manage change control within your financial applications?
- Do you know who holds system administration permissions, and who can manipulate data outside your procedures?
- Do you have a system administration team that can cope as your iplicit user numbers grow?
- Is your internal expertise being used properly, or are your best people doing system admin?
- Do your projects hit their deadlines?
Escone Assist removes the single point of failure. Application knowledge stops walking out the door when a key employee leaves.
Response and resolution times
An example of our response targets for iplicit support:
| Priority | First response | Resolution |
|---|---|---|
| Urgent | 30 minutes | 4 hours |
| High | 2 hours | 1 day |
| Medium | 4 hours | 4 days |
| Low | 1 day | 7 days |
The Escone Assist Support Lifecycle
Business as usual. We handle day to day system administration and support.
Project scope. New processes and functionality are scoped as a project requirement. We assess and document the specification, and you approve it.
Build. The functionality is built in line with the agreed specification.
Test. Our super users run a documented test plan for quality assurance.
User acceptance testing. You test the operational and functional build before signing off.
Go live. The project is implemented on an agreed date and folded straight back into ongoing support.
Because we already know how your iplicit configuration is set up, projects are scoped realistically and absorbed into your support agreement rather than sitting outside it.
Who you will be working with
The Escone Assist team is made up of support analysts who came from finance roles rather than IT. The person picking up your ticket has run a month end themselves. You can meet the team here.
What clients say
"It's genuinely refreshing to be dealing with an IT service provider who responds so quickly, knowledgeably and helpfully to all our questions and requests."
Nick Lankester, Head of Finance, Encon Group
"Escone successfully embedding their helpdesk solution across the group as well as leading a number of key development projects. Escone are now seen as part of the Shared Services Centre providing expert advice on a wide range of challenges."
Christopher Lee, Systems Development Manager, First Travel Solutions
"We have been working with Escone for five years and they have delivered numerous successful projects delivering high customer satisfaction. They have a good attention to detail built on a sound technical foundation."
Roger Stocker, CEO, Intuitive Business Intelligence
