Oracle practice
Oracle managed services
After go-live, the work continues: quarterly updates, new requirements, month-end issues and security changes. We provide a defined support model for it, with coverage and response targets agreed in writing.
What organizations bring us
Managed services is not a help desk. Each quarter Oracle updates Fusion, and each update can change behavior that your processes, reports or integrations depend on. Without a routine for reading release notes, testing and communicating changes, finance and HR teams find out in production.
We provide a team that knows your configuration, reads each update for impact, tests critical processes and handles incidents and enhancements from a prioritized backlog. We state coverage hours and response targets in a statement of work. We do not publish general SLAs.
What the platform covers
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Quarterly update management
Release note review, impact analysis, regression test execution and opt-in decisions.
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Incident and problem management
Triage, fix and root cause for application, integration and report issues.
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Enhancements
A backlog of configuration, extension and report changes, prioritized with you.
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Security and access
Role reviews, access requests and segregation-of-duties checks.
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Integration monitoring
Daily checks of integration runs, failed messages and reprocessing.
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Close and period-end support
Readiness checks and support during critical windows.
How a project runs
- 1
Transition
Learn the environment, document it and take over open issues.
- 2
Stabilize
Fix recurring issues, set up monitoring and agree priorities.
- 3
Operate
Handle tickets, updates, access requests and enhancements.
- 4
Improve
Review trends, remove root causes and automate repeat tasks.
What you receive
- Support model and statement of work
- Runbooks and knowledge base
- Regression test pack
- Monthly service reports
- Release impact analysis each quarter
Consultants we place
Staffing is a separate engagement from project delivery. You can use either, or both.
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Oracle application support analyst
Handles incidents and requests.
- Fusion ERP
- HCM or SCM support
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Oracle release and test lead
Plans updates and regression tests.
- Release notes
- test management
- automation
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Oracle technical support developer
Maintains integrations and reports.
- Oracle Integration
- BI Publisher
- SQL
Managed support options
- Named team members who learn your environment
- Defined coverage hours, agreed in the statement of work
- Ticketing with priorities and response targets agreed with you
- Monthly service review and backlog planning
- Release calendar and regression test pack
- Knowledge base and runbooks you own
Questions people ask
Do you offer 24/7 support?
Coverage hours are set in the statement of work for each client. We do not state general round-the-clock coverage.
Can you support a system someone else implemented?
Yes, after a transition period where we review the configuration and documentation.
Do you support EBS as well as Fusion?
Yes. EBS support covers functional issues, patching, customizations and integrations.
Related
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Oracle
Oracle Fusion Cloud ERP, SCM and HCM implementations, EBS to Fusion migration, Oracle Integration, reporting and analytics, OCI and database work.
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Managed services
Ongoing support for applications, ERP, cloud and infrastructure under agreed scope, hours and reporting.
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Application managed services
Support, maintenance and enhancement of business applications and ERP, run under an agreed scope and reported monthly.
Have a technology challenge? Let’s work out the approach.
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