Customized Oracle Application Support
Customized Oracle
Application Support
Customized support services that align with the client’s requirements, integrating Oracle application solutions offered in both On-Premise and Cloud environments.
Thorough Oracle Support
Comprehensive Assistance
Through our all-encompassing Oracle support services, we oversee complete solutions spanning both On-Premise and Cloud environments, providing assistance across infrastructure and applications.
Certified Team
Our certified consultants boasts years of experience in Oracle technology and applications. Nearteck utilizes processes and technology that adhere to industry best practices, thereby ensuring the delivery of our services with the utmost assurance.
+300 Certified Oracle Consultants based in Mexico and Latin America.
Oracle Certified Partner.
Oracle AMS ITIL &
OUM compliance.
Oracle
E-Business Suite
“Grupo TI México, Nearteck’s partner, represents the largest Oracle practice in Mexico.”
Oracle
Technology
•Streamlined On-Premises IT
•Cloud at Customer
•Oracle Public Cloud
•Database
•Business Intelligence
•Software factory
•SOA
Oracle Cloud
Applications
•Enterprise Resource Planning (ERP)
•Supply Chain & Manufacturing (SCM)
•Customer Experience (CX)
•Human Capital Management (HCM)
Service Scope
Our strong structure ensures incident handling and resolution supported by the following functions and expertise.
Support Management
(Coordinator)
•Project Administrator.
•Help Desk Monitor & Reporting.
•SCRUM certification, experience in Oracle and projects and support.
Functional Oracle
•Expert consultants in OFC implementations.
•Financial Process Certifications
Oracle Technical/
Integration (OIC, RICS)
•Expert Developers and Consultants.
•Certified in Oracle and integration tools (OIC, APEX, SOA, etc.).
•Backed by our software factory (more than 120 collaborators).
Functional and Technical Support Scope
Encompassing two aspects:
Incident Support
This entails resolving any errors, malfunctions, or slowdowns occurring in Oracle Cloud and production, requiring functional/technical support.
Requirement Support
This involves user requests to improve existing configurations, such as setting up new accounting accounts, including inventory items, or introducing new taxes. It’s important that these changes do not affect the current configuration in the production environment.
Oracle Application Support
Enterprise Resource Planning (ERP).
•Financial Management.
•Procurement.
•Project Management.
•Risk Management and Compliance.
•Enterprise Performance Management.
Supply Chain & Manufacturing (SCM).
•Supply Chain Planning.
•Inventory Management.
•Manufacturing.
•Maintenance.
•Product Lifecycle Management.
•More SCM applications.
Human Capital Management (HCM).
•Marketing.
•Sales.
•Service.
Customer Experience (CX).
•Human Resources.
•Talent Management.
•Workforce Management.
•Payroll.
SLA (Service Level Agreement)
Critical
(Interrupted Operation)
Service Degradation
- Complete unavailability of a critical system/platform or service.
- Total loss of user access to a critical system/platform or service.
Urgency (Promptness)
Tight technological deadlines (infrastructure or application upgrades) and/or very short client operational deadlines with no workaround applicable or available.
Reponse Time:
60 Min.
Resolution Time:
8 hrs.
Medium
(Interrupted Operation with
médium relevance)
Service Degradation
- Complete or partial unavailability of a non-critical system/platform or service.
- Loss of access (partial or total) to a non-critical system/platform or service.
- Degradation of a system/platform or service.
Urgency (Promptness)
Client operational deadlines and presence workaround that is not fully resolved or reported.
Reponse Time:
12 hrs.
Resolution Time:
36 hrs.
Low
(Continuous, insignificant degradation)
Service Degradation
- Residual Influence.
Urgency (Promptness)
Workaround.
Reponse Time:
36 hrs.
Resolution Time:
NA
Support Packages
Silver
50 Tickets / Month
Remote Access Service
24-hour service during the last 3 days of each month.
Monthly Ticket Report.
RAS* Weekly Activity Report.
Monthly Incident Trend Analysis.
Regression Testing.
Support requirements bundle pack 150 hrs.
Monthly Audit Report Delivery.
Activation of Oracle Standard Audit.
Gold
100 Tickets / Month
Remote Access Service
Monthly Ticket Report.
RAS* Weekly Activity Report.
Monthly Incident Trend Analysis.
Regression Testing.
Support requirements bundle pack 150 hrs.
Monthly Audit Report Delivery.
Activation of Oracle Standard Audit.
Platinum
150 Tickets / Month
Remote Access Service
Monthly Ticket Report.
RAS* Weekly Activity Report.
Monthly Incident Trend Analysis.
Regression Testing.
Support requirements bundle pack 150 hrs.
Monthly Audit Report Delivery.
Activation of Oracle Standard Audit.
More than 20 years of experience
Technology oriented for…
Leaders in implementation and management of applications, infrastructure and security in critical environments. Expertis made up of a large staff of certified collaborators and specialists in various technologies on the market.
Global presence
Leaders in IT services with clients in six different countries, including México, US, Costa Rica, Guatemala, Colombia e India.
Operation Centers
We have two DRP operations centers in Mexico for Network Operation Center (NOC), Security Operation Center (SOC) and Cloud Operation Center (CLOC) services.
Delivery Centers
We have two delivery centers in Mexico for IT Software factory and IT QA factory and Help Desk Services.
Contact us
We are ready to help you and answer all your questions. Send us your information and we will contact you.
