What to Expect After Submitting a Managed Services Request
After submitting a Managed Services Request, you can follow its progress through the Managed Services portal. The stages you see will depend on whether you requested a Platform Configuration Service or a Training Service.
Status updates and related communication will appear within your original Request. To help prevent delays and maintain a complete record, reply directly through the existing Request when information or action is needed.
Platform Configuration Services
Platform Configuration Requests typically move through the following stages:
1. Request Submitted
What this means:
Your Request has been successfully submitted and received by the Managed Services team. It is waiting for an initial review.
What we need from you:
No action is required unless the Managed Services team contacts you. Monitor your Request for updates or questions.
2. Evaluation
What this means:
A Managed Services Expert is reviewing your submission to confirm that the requested work is within the selected service's scope and that the necessary information has been provided.
What we may need from you:
If more information is required, the status will display as Awaiting Your Reply. You may be asked to provide or clarify items such as:
- Relevant URLs, sites, groups, users, or platform settings
- The configuration you want created or updated
- Supporting examples or files
- Required access or internal approvals
Respond through the existing Request with the requested information. If no response is received, reminder communications will be sent before the Request is closed.
3. In Progress
What this means:
The Managed Services team has the information needed and has started completing the Platform Configuration Service. The Estimated Initial Completion Time also begins at this point.
* * The applicable Request allocation is consumed when the Request moves to this stage
What we need from you:
No action is generally required. Continue monitoring the Request in case the Managed Services Expert needs clarification while completing the work.
4. Build Complete: Awaiting Your Reply
What this means:
The initial configuration work is complete and ready for your review. The Estimated Initial Completion Time ends when the Request reaches this stage.
What we need from you:
Review the completed work and reply through the Request to:
- Confirm that the configuration meets your needs
- Ask a question about the completed work
- Request an eligible adjustment or iteration
Each Request includes up to two adjustments or iterations after initial completion. When an eligible revision is requested, the Request may temporarily display a Revision status while the additional work is completed. It will return to Build Complete: Awaiting Your Reply when the revision is ready for review.
If you do not reply within three days, an automated reminder will be sent. If no response is received within the following two days, the Request will be closed.
5. Ticket Has Been Closed
What this means:
The Platform Configuration Request has been formally completed and closed.
A Request may be closed after:
- You confirm that the completed work meets your needs
- The initial work and eligible adjustments are complete
- The Managed Services team does not receive a response after the applicable reminders
If you need different or additional work after the Request has closed, submit a new Managed Services Request using the appropriate service.
Training Services
Training Service Requests typically move through the following stages:
1. Request Submitted
What this means:
Your Training Service Request has been successfully submitted and received by the Managed Services team.
What we need from you:
No action is required unless the Managed Services team contacts you. Monitor your Request for scheduling updates.
2. Scheduling
What this means:
The Managed Services team is working with you to identify an available date and time for the Training Service.
What we need from you:
Reply through the Request with the requested scheduling information, which may include:
- Your preferred dates and times
- Attendee information
- The selected training topic
- Relevant platform goals, workflows, or questions
Training sessions are scheduled based on mutual availability and instructor availability.
3. Scheduling: Awaiting Your Reply
What this means:
The Managed Services team is waiting for your response to continue scheduling the session. This stage is reached when no response has been received within three days of the scheduling outreach.
What we need from you:
Reply through the original Request with your availability or the requested scheduling information.
If no response is received within the following two days, the Training Service Request will be closed. If you respond before closure, the Request will return to the Scheduling stage.
4. Call Scheduled
What this means:
The date and time for your Training Service have been confirmed. The Request will remain in this stage until the session has been delivered.
What we need from you:
Before the scheduled session:
- Confirm that the appropriate attendees have the meeting invitation
- Ensure attendees can access the relevant Siteimprove module
- Prepare any questions related to the selected training topic
- Notify the Managed Services team through the Request if a scheduling change is needed
5. Ticket Has Been Closed
What this means:
The Training Service has been formally completed and the Request has been closed. A scheduled Training Request is moved to this stage after the session has been delivered.
A Training Service Request may also be closed if the Managed Services team does not receive the information needed to schedule the session after the applicable reminders.