SmartSuite Services

SmartSuite Onboarding is a structured program—typically delivered over 4 weeks—that gives new customers a guided start with the platform. We configure the Solutions you’ve licensed for your first use cases, set up views and dashboards, add starter automations, establish initial roles and access, and train your key users so they can start working in SmartSuite with confidence.

Onboarding focuses on getting you live quickly with your initial Solutions and workflows. Advisory & Implementation is for broader, deeper programs—designing your roadmap and architecture, then delivering larger GRC, IT, PMO, or operations rollouts via Strategy Roadmap and Solution Launch Packs. Many customers start with Onboarding and then engage Advisory & Implementation for multi-team or framework-driven initiatives.

Onboarding is designed as a 4-week guided program with one focused working session per week to give your team time to absorb and apply what they learn. Some customers choose to compress the sessions into a shorter timeframe if they’re ready to move quickly—we’ll work with you to match the schedule to your team’s availability and urgency.

Yes—for customers and plans that support SSO/SCIM, configuration can be included as part of Enterprise Onboarding (and in some Growth engagements where appropriate). We’ll discuss identity and access during scoping and confirm whether SSO/SCIM setup should be part of your onboarding program.

Onboarding includes light data import and basic integrations where they directly support your first workflows (for example, initial CSV imports or simple email/Slack/Teams connections). Larger-scale data migrations and more complex integrations—especially those spanning multiple systems—are typically handled as part of Advisory & Implementation projects or Solution Launch Packs, so they can be properly designed and tested.

Advisory & Implementation Services cover Strategy Roadmap, domain-specific Solution Launch Packs, Customer Workflow Launch Packs for unique processes, and Integration & Migration Services to connect SmartSuite to your ecosystem.

Onboarding focuses on getting initial Solutions and workflows live quickly. Advisory & Implementation is for larger, deeper programs—designing your roadmap and implementing multiple workflows, teams, or frameworks through Launch Packs and supporting services.

Strategy Roadmap is most useful when you have multiple stakeholders, domains, or frameworks to coordinate (e.g., enterprise-wide GRC, ITSM, or PMO). It aligns everyone on what to do first, second, and next, and maps those phases to specific Launch Packs.

Solution Launch Packs implement standard domains like GRC Core, ITSM, PMO, or ops. Customer Workflow Launch Packs focus on your specific workflows and supporting Solutions that don’t fit a standard pack but are critical to your business.

Yes. Integration & Migration Services can be added to Launch Packs or run as a focused engagement to design and implement integrations and data migrations required for your rollout.

Many projects are led by SmartSuite (Engagement Manager, Architect, Consultants, Data/Integration). For larger or industry-specific programs, we often co-deliver with certified partners who bring additional domain and regulatory expertise.

Strategy Roadmap engagements are often 2–4 weeks. Launch Packs typically run several weeks to a few months, depending on scope, number of workflows, and integrations. Multi-phase programs are sequenced to deliver value in stages.

Advisory & Implementation delivers projects—roadmap, design, and implementations. Expert on Demand provides ongoing capacity after those projects to enhance workflows, add Solutions, maintain integrations, and adopt new features over time.

Expert on Demand is SmartSuite’s managed services add-on for Enterprise customers. It provides a set number of service hours each month over a 12-month term, giving you a fractional SmartSuite team that can enhance workflows, add new Solutions, refine dashboards, maintain integrations, and provide ongoing advisory as your needs evolve.

Premium Support focuses on incidents and questions—priority SLAs, faster responses, and a Technical Account Manager (TAM) to coordinate complex issues. Expert on Demand is about proactive change—using service hours for configuration work, new Solutions, integrations, reporting, roadmap-aligned improvements, and high-touch support activities. Over time, most Enterprise customers will pair Premium Support for incident handling with Expert on Demand for ongoing evolution.

Expert on Demand is a separately priced add-on available to customers on the SmartSuite Enterprise plan. It’s designed for organizations that treat SmartSuite as a strategic platform and want ongoing expert capacity embedded in their subscription.

You won’t lose everything. Up to 50% of your unused hours can roll into the following month and must be used by the end of that month. Any rolled hours that still aren’t used by the end of that following month expire. This gives you flexibility without building up a large bank of hours that’s hard to consume.

Yes. If you anticipate a spike in work, your Program Owner can request to borrow hours from future months. Borrowing is approved based on our delivery capacity and is then reflected in your Expert on Demand dashboard so you can see how many hours remain in upcoming months. This lets you tackle bigger initiatives when it makes sense, while keeping the overall program predictable.

On your side, you’ll name a Program Owner who is the single point of contact for Expert on Demand. They collect requests from your stakeholders, prioritize what matters most, and submit any formal borrowing requests. On our side, your Engagement Manager works with the Program Owner to estimate effort, maintain a shared backlog, and decide what can be delivered with the hours available.

Onboarding is a structured, time-boxed program that gets your initial Solutions live and your first teams productive.
Advisory & Implementation delivers larger, project-based initiatives—such as Strategy Roadmap, architecture design, and Solution Launch Packs for GRC, IT, PMO, and operations.
Expert on Demand picks up after and alongside those efforts to handle ongoing enhancements, new workflows, integrations, reporting, and advisory needs over time.

Yes. For larger or industry-specific programs, we can co-deliver Expert on Demand with certified partners. SmartSuite focuses on platform best practices and configuration, while partners bring additional GRC/IT domain expertise and capacity. Your Program Owner and our Engagement Manager coordinate how everyone works together.

Traditional professional services are typically one-off projects with their own SOWs—for example, a specific implementation or migration. Expert on Demand is sold as a subscription add-on to your Enterprise plan, with a fixed number of hours per month that you can apply to whatever is most important. It’s designed to be multi-year and part of your subscription giving you a stable, fractional SmartSuite team instead of a series of disconnected projects.

Training & Enablement Services cover the full spectrum of education for SmartSuite: live platform admin training, functional GRC program training, private enterprise workshops, and self-paced learning through SmartSuite Academy and certifications. Together, these offerings help both admins and business teams build the skills they need to run real programs on SmartSuite.

Onboarding includes foundational training as part of getting your initial Solutions live in a structured, time-boxed program. Training & Enablement goes further—it provides ongoing, professional education for admins and GRC teams, including deeper admin tracks, domain-specific GRC workshops, and private training tailored to your environment.

SmartSuite Academy provides self-paced, always-on learning that supports both new and existing users with role-based paths. Live training builds on that foundation with deeper, interactive sessions—admin tracks, GRC workshops, and private enterprise training—where your teams can ask questions, work through examples, and learn directly in a SmartSuite environment.

We offer both. Many customers start with open-enrollment admin sessions and GRC workshops, then add private enterprise training—virtual or onsite—tailored to their environment, Solutions, and rollout plan. Private engagements are ideal for onboarding larger teams or preparing for major GRC/IT deployments.

Advisory & Implementation services are project-based—they focus on designing your roadmap, architecture, and implementing specific workflows (often via Launch Packs). Training & Enablement runs alongside that work to ensure your admins and GRC teams know how to use, maintain, and extend what’s been built. In many programs, training is woven into major implementation phases.

On your side, you’ll name a Program Owner who is the single point of contact for Expert on Demand. They collect requests from your stakeholders, prioritize what matters most, and submit any formal borrowing requests. On our side, your Engagement Manager works with the Program Owner to estimate effort, maintain a shared backlog, and decide what can be delivered with the hours available.

Premium Support is an elevated support offering for customers running mission-critical workflows on SmartSuite. It adds priority SLAs, enhanced coverage, a Technical Account Manager (TAM), and a structured escalation path on top of standard support—so issues are triaged faster and complex cases get coordinated attention.

Standard support gives you access to our help center and support team on a best-effort basis. Premium Support adds defined response targets for high-severity issues, priority routing, a named TAM, and proactive elements such as release briefings, roadmap alignment conversations, and a more formal feedback loop.

Your TAM is your primary technical advocate inside SmartSuite. They learn your environment and key workflows, review recurring issues and configuration patterns, coordinate complex cases across support/product/services, host expert guidance sessions, and manage structured escalations—including executive visibility when appropriate.

Premium Support may advise you on how to configure something, but it does not include ongoing configuration or build work in your workspace. Configuration changes, new workflows, and integrations are handled through Advisory & Implementation projects or Managed Services (Expert on Demand).

Premium Support is best suited for customers running critical GRC, IT, or operational workflows on SmartSuite—where downtime, unresolved issues, or delayed responses could have significant business, regulatory, or reputational impact, and where executive awareness of critical incidents is important.

Premium Support includes release briefings and upgrade guidance, roadmap alignment conversations with your TAM, and a structured feedback loop. This helps you understand upcoming changes before they hit your environment and ensures your needs are represented as we plan future releases.

Premium Support customers are prioritized for Product Advisory Council opportunities. While we can’t guarantee every customer a seat, Premium Support customers are at the front of the line when we assemble councils—giving your organization a stronger voice and direct influence on SmartSuite’s long-term roadmap.

Talk with your SmartSuite account team. We’ll review your current usage, critical workflows, and support needs, then recommend a Premium Support model—and, if helpful, how it should pair with Expert on Demand and other SmartSuite Services. Once agreed, we’ll finalize your Premium Support agreement, assign your TAM, and schedule an onboarding session.