Oracle Support Services

An engagement for Oracle Hyperion support does not follow the standard support route. We understand that and hence structure the engagements to suit with the client business requirements. We understand Oracle Hyperion Planning very well and we are proud to have an inhouse product,  SMCS, which showcases our team's commitment to deep research and knowledge.

Our support performance is tracked consistently on our ITIL compliant support ticket platform which is made available to our customers as a part of our reporting mechanism. We deploy consultants with significant experience (3+ years) on our customer engagements who are well trained to handle our customers Oracle Hyperion tickets and manage to get response from Oracle in a time limited manner. The support engagement performance is regularly reviewed against the set SLA and also upon the response quality.

We respect our customer and understand the value of their time lost during the issue resolution. Hence, our support engagements include a financial penalty clause which makes us liable for not closing of tickets in a time-bound manner by our support team. The performance is tracked based on the reporting from the ticketing system over a quarter and upon successful and satisfied closure of support tickets. However, the same does not apply for tickets for which a response is awaited from Oracle.

We understand competition but at the same time, we are confident of our service quality. An indicative budget for Hyperion Planning (without FDM) install base of 25 users for remote support would be approx 2,500$ p.m. As you would also agree that pricing is a combination of quite a few parameters, it is best left for discussion when your requirements are better understood by our sales team in order to offer you our best quote.

We believe an organisation can be categorized in either of the below types:

  • Highly Dynamic or Fast Pace organisations - These organisations face business changes everyday either due to the changing consumer preferences or regulatory reasons. E.g. Financial Institutions, Retail, etc.
  • Moderately changing organisations - Organisations with relatively lower amount of dynamism and regulatory changes OR organisations which can afford to have some time before they can properly plan the activities. E.g. Manufacturing organisations, OEMs, etc.
  • Slowly changing organisation - Organisations with extremely lower amount of regulatory hurdles or even lower market dynamism. E.g. Monopoly markets, State backed industries / verticals / organisations, Government / Federal Departments, etc.
  • Rolling and Revised Budgets at great speed and accuracy
  • SME - SMEs or SMBs today exhibit mixed characteristics from above three categories wherein they are expected to be fast paced considering changing market conditions, while limited resource at disposal force them into moving into either of the other two categories.

Each organisation follow an unwritten trend during their budgeting or consolidation cycle and based upon the same we have devised the below unique support reference table which might assist you to understand the right model to suit your requirements:


Whether your organisation falls under a specific category or a mix of the above based upon the seasonal nature of business, we have a plan and model to suit your specific needs. We are open to work in large setups with higher number of deployed users and even with your preferred vendor of choice with a structured program management in place for your support requirements.

We also offer support engagements for other Oracle technology and remote support for infrastructure including Microsoft Windows (Server 2008 & 2012 / Windows 7 / 8 / 8.1), Oracle Sun Solaris, Red Hat Linux, and Databases (Microsoft / Oracle / My SQL).

Feel free to connect with us to get more details on our offerings and the best quote for your requirements. Contact us

 

 



Disclaimer:
1) Oracle, Oracle Hyperion, Hyperion and Java are registered trademarks of Oracle and / or its Affiliates.
2) Microsoft is a registered trademark of Microsoft and / or its affiliates.
3) Any other trademark, name, logo, images, etc. are copyright and trademark of its respective owner which also includes Innov8 Infinite Technology Pvt. Ltd.


Disclaimer:
1) Oracle, Oracle Hyperion, Hyperion and Java are registered trademarks of Oracle and / or its Affiliates.
2) Microsoft is a registered trademark of Microsoft and / or its affiliates.
3) Any other trademark, name, logo, images, etc. are copyright and trademark of its respective owner which also includes Innov8 Infinite Technology Pvt. Ltd.