Policy and Compliance
Human Resource & Payroll
Asset Lifecycle Management
A: TechnologyOne doesn’t charge customers to transition to the cloud. We want our customers to transition to the cloud because we honestly think it’s the best place for them to run their operations. That’s why we don’t charge customers any consulting, technical account management or project management fees now – it’s all free of charge. The only caveat is if there’s remediation work involved in the interfaces during the transition.
A: TechnologyOne dispatches two major software releases each year which contain application updates, improved functionality and new features.
‘Patch Tuesdays’ is about ensuring that we keep our underlying infrastructure and architecture up-to-date with regular security patching and urgent bug fixes. We don’t generally release enhancements using this method, it’s just about fine tuning our infrastructure for customers.
Traditionally, we’ve done bug fixes and functionality improvements in the same release, which can make it difficult for customers as they’ve had to take on these fixes at the same time. We’ve now changed the way we release bug fixes so that they can be separated and patched individually into the SaaS architecture every week.
Over 30 per cent of the 253 new features delivered in 2018A are from customer feedback. In terms of the remaining enhancements, these come from market research conducted by product owners whose responsibility it is to look at industry and legislative trends and work directly with customers and customer interest groups, to identify what we need to deliver next and provide guidance on the roadmap of our products.
A: Due to privacy and data protection regulations, TechnologyOne can’t provide this level of information in the Customer Community. However, councils themselves can add what version of software they’re on in their own profiles.
A: TechnologyOne’s frontline Support team is made up of 30 consultants and their role is to provide centralised help desk support to all our customers. We also have 20 support analysts that sit side-by side with the software enhancement teams and their remit is to investigate the more gnarly or technical issues with our S&E development team. The S&E development team is made up of over 50 developers whose responsibility it is to ensure everything is running smoothly across all of TechnologyOne’s products in terms of bug fixes, usability enhancements, and satisfying legislative requirements. In addition, we also have about 120 developers that sit in our R&D team working on Ci Anywhere.
A: Users can get in touch with us by raising a consulting request within the Customer Community or by contacting their Customer Account Manager.
Customers can also purchase TechnologyOne’s Application Managed Services (AMS) program for timely, technical support as and when they need it. The AMS program provides customers with access to a dedicated Service Delivery Manager and product specialists across the entire OneCouncil solution, to help with a range of tasks from upskilling internal team members to completing complex reports. The consulting rate within the AMS program is a lot lower than the standard consulting daily rate, so we encourage our customers to take up this program – particularly if they can plan in advance of when they need to upscale resources.
A: TechnologyOne University is an online learning resource that we have developed to teach customers how to use our software. The University boasts over 370 videos containing over 45 hours of learning content. Transcripts are also available for each of these videos.
When a user first logs into TechnologyOne, they will see a banner which says, "Getting Started". If they click on that, they will be taken to the TechnologyOne University where they will be directed to various learning pathways based on functional groups. There are about 12 videos dedicated to getting started with our software and we recommend users watch one video at a time to practice what they’ve learned in the system before moving onto the next.
Regular users can access TechnologyOne University via the navigation menu or by clicking on the question mark icon on each tile.