This all forms part of our procedure to fully understand the nature of the incident, and the steps we need to take that are required to resolve it. Oracle and SAP’s support guidelines. We work in partnership with our customers, making it our goal to provide a truly bespoke and worthwhile service. However, even though we can exceed their level of support service, we always ensure that our technology and delivery teams follow Oracle and SAP’s development standards. We have offices in the UK, India, Russia, and the Middle East.
Accessing the customer environment also allows us to maintain any customisations that may be in place and reduce our testing cycle and QA process – helping us meet our strict Service Level Agreement deadlines. We can provide patches or workaround solutions that do not disrupt the core code of your Oracle/SAP software, which means that if your organisation ever wanted to return to the vendor for support, it can do so without disruption. Our global coverage means we can provide our exceptional service worldwide and 24/7. An issue can arise at anytime and anywhere, so we are always available to help no matter the circumstances.
3 DEVELOPMENT AND DOCUMENTATION STANDARDS As mentioned previously, we have designed our internal processes to follow the practices of ITIL and our ISO 9001 and ISO 27001 certifications. 24/7 COVERAGE AND DEDICATED EXPERTS 4 Compare our support services to those of Oracle and SAP >> We have built focused teams of technical experts across the globe who will work closely with each customer. Using these measurements of quality and compliance within our organisation has been the catalyst in designing our SLAs. Every organisation we work with gets to know their support manager while we better understand their systems and specific requirements.
By having these as our ‘base level’ of quality means we are able to far exceed