Managed Service Customers
How Do We Work With You?
Moving to a new Oracle support partner can be a daunting thought. Luckily, our Support team has unrivalled experience in providing Oracle Support and Managed Services for both on-premises and Cloud solutions. Over the years we have onboarded more than 200 customers and we have developed a tried and tested methodology for ensuring a smooth transition.
The process starts with an initial review of your organisation’s current situation and support usage, future needs and an explanation of our services. This helps both of us to understand what type and level of service is right for you.
Once you decide to become a customer, we will start to transition the service over to us and spend time with your Oracle Support team and key users. They will do a deep dive to get a complete understanding of your Oracle solution and document this. During this process we often uncover areas where we can suggest immediate improvements to your processes and performance. Alternatively, we will suggest future enhancements to your systems in our monthly or quarterly service reports. You will also receive a Service Delivery Plan outlining the service you can expect to receive which will include details of key contacts, Service Level Agreements, Incident Management procedures, reporting and how to work with you.
We assign each customer a dedicated Service Delivery Manager (SDM) who looks after a handful of key clients. This person is usually a Senior Consultant who is your personal contact. Your SDM will conduct a regular Service Review with your team. This looks at the incidents you have raised in the period and nay problems and changes. It will also start to look at trends where we can make suggestions to help you develop and improve your system so you get the most out of your investment in the long term. Depending on whether you are a Cloud or on-premises customers this can include discussions around enhancements, upgrades, patching and advice on the impact of new oracle features that may affect your system amongst other things.
“From our first contact with Inoapps, their Development and Support teams have been incredibly responsive to our needs; their ideas and insights have been invaluable in getting our Crew Management System from the design phase into the hands of the users, 4 years on and they continue to provide timely solutions and invaluable support. They are an integral part of our team”- Michael O’Holloran System Developer & Reporting | Technip Offshore Manning Services Ltd