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AppsTech
offers customers both technical and functional issue
resolution 24 hours a day, seven days a week, 365 days a
year, using our global "follow-the-sun" support
from our locations in the U.S. and Europe. During regular
working hours, support is provided through a single
toll-free phone number. Outside of regular working hours,
support will be provided via phone. Response time for
phone support is guaranteed within 15 minutes. A support
email address can also be used for non-urgent
requests.
AppsTech
provides your users their first line of support. This
means that your organization will not have to maintain an
internal help desk to field questions from your Oracle
Applications users.
DBA
Support and Maintenance.
Our DBA support and maintenance offerings include the
following:
- Daily
database backup
- Full
and partial recovery
- Database
and operating system monitoring
- Database
defragmentation, database/tablespace reorganization,
as required
- Routine
database and application maintenance procedures
- Performance
tuning and capacity planning
- Monthly
refreshes of test database
- Oracle
TAR management
- Maintenance
and bug patches
- Upgrades
to new patch releases (mini-packs) after mutual
agreement.
- Major
software version upgrades are not included as part of
our standard maintenance service.
- Daily
review of backup logs, alert logs and console messages
- Database
and Application revision upgrades and patches to
Development and Production environments as
required
- SQL*Net/Net8
maintenance
- Preventive
maintenance
- User
access and management
- Object
and storage monitoring and management
- Applications
data archiving and purging
- Data
transfer
- Unlimited
technical troubleshooting on client databases and
applications
- Technical
support times to 24 hours a day 7 days a week Monday-
Sunday worldwide (all time zones)
- Monthly
scripts and processes (must be part of current
procedure)
- Client
status reports on outstanding issues, action items,
work performed, and work anticipated
Functional
Applications
Support
AppsTech's
Functional Applications
support
offerings include :
- Creation,
monitoring and maintenance of user ID’s and profiles
- Installation
of required client components on users' computers
- Problem
resolution for supported
systems
- Training
of new users on specific aspects of applications (on
individual basis) where necessary
- Creation/maintenance
of documentation on changes in functionality or
specific functions of applications
- Day
-to-day support and maintenance of client applications
- Data
integrity monitoring between integrated systems
- Maintenance
of system configuration e.g. cross validation rules,
system profiles, segment values, security and rules,
item master, asset categories etc.
- Maintenance
of charts of account, calendars, currencies (Financial
applications only)
- User
assistance during monthly close process (Financial
applications only)
Guarantee
AppsTech's
value-added system availability guarantee, with
financial penalties to AppsTech if we fail to live up to
our promises, demonstrates AppTech's commitment to
offering and providing our clients with superior service
and support. Our 99.5% uptime guarantee ensures that all
ORACLE applications under AppsTech control will be
available for end-users at least 99.5 % of the time,
excepting downtime resulting from a problem linked to
operating system failure, hardware failure, an application
bug, planned downtime, or network or telecommunication
problems.
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