Support Options

We offer a wide range of ongoing support and developmentoptions for clients running the Oracle eBusiness suite, from entry level support to full 24×7 operations. Our support services can be “mixed and matched” so that you can choose the support options to suit your particular support needs. Our services include:

eBusiness Suite Help Desk
  • Immediate access to our Oracle eBusiness Suite Help Desk Team who know your system(s) and your people and can help to rectify any issues as they arise
  • Web-based eBusiness Suite Help Desk system including access to the eBusiness Suite Knowledge-base
  • Extended support options as and when needed, for instance, for on-site support to cover staff sickness or holiday
  • Month- and year-end support
  • eBusiness Suite support and consultancy from Functional consultants, Developers and DBA’s
  • Subject matter experts who can be booked to assist with complex Oracle projects or busy periods
  • Full systems administration including advice on patching
DBA Support
  • Immediate access to out team of Oracle DBA’s who know your system(s) and your people and can rectify any issues that arise
  • Web-based DBA Help Desk system including access to the DBA Knowledge-base
  • 24 hour-a-day database monitoring
  • Alerts sent via email and SMS to your IT staff
  • Emergency Response during core business hours which can be extended to full 24×7;
  • Extended support options as and when needed, for instance, for higher levels of service when your staff may not be available due to sickness or holiday

Our gold support service provides clients with a comprehensive, fully flexible total care solution. This service can provide all or some of the following, depending on your needs.

Gold Support Service
  • Bug fixes & problem resolution
  • Oracle TAR management
  • Patch application and testing
  • “How To” advice
  • User Support & Training
  • System Administration tasks such as creating new users and password changes
  • Business process reviews and advice on process improvement
  • Best practice reviews of your use of the eBusiness Suite
  • System Health Checks
  • Advice on eBusiness Suite modules / projects under consideration
  • Project management and planning
  • Assistance with report writing including Discoverer, Discoverer Administration, FSG writing etc.
  • Support for bespoke code written by in-house staff or third-parties
  • Creation or amendment of bespoke reports, forms or interfaces
  • User Acceptance Testing
  • Tailored Test Scripts
  • Staff Mentoring
  • Training for new users
  • Tailored Training Guides
  • Assistance for in-house upgrades
  • Service Managementf from a dedicated Support Account Manager

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