Support And Managed Services

Support And Managed Services

by admin

Premium Support

The full spectrum of Oracle Support is precisely our business. Our proven Oracle Support Features ensure your Oracle environments are available, secure and performing optimally. The EPCT Premium Support service takes contracted responsibility for the maintenance and evolution of applications within well-defined service levels, to maximise cost savings, quality and flexibility. We have a number of Oracle clients that are supported via our state of the art support portal service and covering most of the major applications sets.

Premium Support Services at your fingertips Organizations that require Oracle Business Systems Support often struggle to justify the cost of hiring a full-time Oracle Business Systems Support resource– a critical business resource that simply doesn’t come cheap. EPCT offers a cost-effective alternative which typically saves our clients up to 50% compared to the cost of hiring or retaining a full-time Oracle Business systems support resource

Our Managed support services cover

Development and Maintenance of Business Reports running on our state of the art reporting solutions and maintained by our team of experts.

Provides resource management, service planning, service measurement, control and reporting, quality management, service evolution.

Provides production support, corrective maintenance, preventive maintenance, release management, configuration management.

Provides performance monitoring, capacity planning, backup management, database recovery, database refresh.

Provides the modification of existing software, the development of new software or the installation of software packages to respond to regulatory changes, business changes, technology changes.

Provides for the version control of the build of software and documentation while in development. Also maintains records and control of released versions of software, hardware and documentation.

Provides for the control of updates of software, hardware and documentation to the user community.

Provides second and third level help desk support, training and education services, business and feasibility analysis, business needs analysis, solution consulting.

In this context Change Management provides the management and control of all changes applied to your IT systems using a proven mechanism. Change at the IT development and enhancement level is as rigorous as discussed above for the change to the operational system through incident resolution.

Oracle cloud implementation services and support thereof.

“Skilled help is provided from your first request for speedy issue resolution.’’

EPCT Premium Support Services is tailored according to your organization’s needs, to better manage, maintained and continuously improve your Oracle system. When your organisation consider our Premium Support Services, we will do a full analysis of your current support calls and Health Check of Oracle environment, to be able to provide a tailored support service package for your organization’s needs, including well defined Service Level Agreement (SLA) adherence and cost plan. We go further. Our comprehensive Incident SLAs guarantee the time to fix incidents, not just respond to them. We also provide business-oriented SLAs such as system availability (not just hardware availability), security and Oracle performance as required. We don’t intend to fail, but if we do, we’ll give you service credits and a termination option. is tailored according to your organization’s needs, to better manage, maintained and continuously improve your Oracle system.

EPCT Support Model

We assign a Customer Account Support Lead (CASL), as a key contact to your organisation –CASL who is knowledgeable about your organisation’s technology environment.Backing up the CASL, is a team of product specialists, functional leads, solutions architects, data base administrators, system administrators and specialist in development and support.

Service Ticket Types

The priority of service requests will be defined by your IT department or end users:

P1 (Severity/Priority 1) – ”Urgent Priority”

Defined as an urgent issue that requires immediate assistance. Production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service. The operation is mission critical to the business and the situation is an emergency.

A Severity/Priority 1

Service request has one or more of the following characteristics:

  • Data corrupted
  • A critical documented function is not available
  • System hangs indefinitely, causing unacceptable or indefinite delays for resources or response.
  • System crashes, and crashes repeatedly after restart attempts

P2 (Severity/Priority 2) – ”High Priority”

Defined as a serious issue that requires prompt assistance. Experience a severe loss of service. Important features are unavailable with no acceptable workaround ; however, operations can continue in a restricted fashion.

P3 (Severity/Priority 3) – ”Medium Priority”

Defined as a non-urgent issue that requires assistance within standard support hours. Experience a minor loss of service. The impact is an inconvenience, which may require a work around to restore functionality.

P4 (Severity/Priority 4) – ”Low Priority”

Defined as a minor issue, question, or problem that requires minor research or low-priority assistance within standard support hours. Request information, an enhancement, or documentation clarification regarding your software but there is no impact on the operation of the software. You experience no loss of service. The result does not impede the operation of a system.