Oracle Managed Services & Technical Support
Technical support for all Oracle technologies, primarily Fusion Middleware, Oracle Database and Oracle Applications. One contract, one service desk and one SLA across every layer of your estate.
How the Service Runs
Four tiers keep scarce engineers on scarce work
Volume work is handled where volume work belongs, and middleware specialists are protected for the problems that genuinely need them.
Knowledge & self-service
Runbooks and a knowledge base you own, deflecting routine contacts.
Command centre
24x7 monitoring, detection and first response inside the SLA window.
Technical & functional
Administrators and consultants on every shift resolving the bulk of tickets.
Specialist bench
Senior engineers for root cause analysis and permanent fixes, paged at any hour.
Our Commitments
What surrounds the tiers
- Coverage
- 24x7 for the highest priority, every day of the year. Core shifts aligned to your own working week, including Sunday-to-Thursday weeks.
- Accountability
- A named Service Delivery Manager owning the SLA across all shifts, with an escalation ladder that runs automatically on elapsed time.
- Reporting
- Bi-weekly operational reports, a monthly service review, a quarterly executive review, and a written root cause analysis within five business days of any P1.
- Tooling
- We work inside your ITSM platform. No parallel queue, no re-keying, and no request that you adopt our tools.
Global Delivery
Follow the sun, follow your week
Three overlapping shifts with a one-hour handover at each boundary, sized so there is functional depth on every shift. A night incident meets a specialist, not a monitoring queue.
We work your week, not ours
Core shifts align to your working week. The night and command centre shift runs all seven days.
Our holidays are not your problem
Public holidays in our delivery locations are covered by a published rota and never pause an SLA clock.
Handover is a control
A live briefing on open high-priority tickets and a written note in your ITSM tool. An incident in progress is never handed over by email.
How We Start
The first ninety days
Nobody should sign a multi-year contract on the strength of a brochure. Onboarding is staged so both sides build evidence before either commits.
You introduce the estate and the incident pattern. We say plainly whether this is work we are good at.
We onboard the full named team, run structured knowledge transfer and write runbooks as work is observed.
We prove the shift rota with an unannounced night P1 simulation before you sign off and we assume full liability.
Has your estate outgrown the team running it?
A consolidation review, then one accountable managed support contract.