Gold Standard - Service Levels

Our model effectively integrates into your existing support framework based on the level of services desired

Silver

  • Flexible contract options provide an agreed upon number of reactive support hours to use as needed throughout the contract period. Ideal for businesses that need support desk augmentation, as the bank of hours can be used to cover staff absences, shortages, or to resolve complex issues. This option gives you access to our team of experts, our online help desk application, and the option of 24/7 services.

Gold

  • Ideal for longer term support needs where Project we provide a primary, secondary, or tertiary support structure with a service level agreement. We will manage and deliver all in-scope managed services within the service level framework. The bundle of service offerings include, but not limited to
    • Proactive applications support, monitoring and managerial tasks to ensure database availability
    • Oracle Cloud Application Suite functional services including issue resolution and guidance on process optimization using standard features and functionality
    • Oracle Cloud Application Suite technical services including issue resolution, customization design and development

Platinum

  • Ideal for firms requiring fully managed Applications Services including a dedicated support team using the combination of on-site and off-site personnel. Gold Standard support services is managed via a web-based support portal which is fully integrated with our PMO processes. Gold Standard Platinum provides customers with direct access to all their system and support information, including dashboards and support call logs with individual call and resolution status.