engage Business Support Services

engage®

engage™ Business Support Services is a value-add service designed to protect your Oracle® Cloud investment, extend its functionality and maximise its adoption.

Protect

Protect your Oracle Enterprise Resource Planning (ERP), Human Capital Management (HCM) and Talent Management (Taleo) Cloud investments

  • Help and support from Oracle Cloud Applications experts
  • Management of your upgrades and Oracle Service Requests
  • Proactive guidance and monitoring

Extend

Extend your Oracle ERP, HCM and Talent Management Cloud footprint

  • Tailored advice on new features
  • Safe and secure application extension
  • Easy request and implementation of enhancements

Adopt

Maximise Adoption and unleash the potential of Oracle Cloud Applications

  • Identify opportunities to increase ROI
  • Flexible range of interventions to educate users and drive efficiency
  • Access to Certus Knowledge Base to help users be successful

Complete support and rapid customer care

Applications in the Cloud evolve at a rapid rate with new features being added all of the time.  It is therefore vital that you choose a support partner who understands this and is geared up to provide the best possible advice and guidance to your business.

Our support consultants are based across 3 operational hubs to provide a global support service that is available when you need it.  Our consultants have 15+ years’ experience with Oracle and they are certified experts in Oracle Cloud Applications with unrivalled knowledge and experience across ERP, HCM, Payroll and Talent Management.

Our engage Business Support Services includes:

Online service desk portal

Available 24x7 to log new tickets, check the status of your requests or call our service desk to speak to a consultant about your issue

Based on ITIL best practice

Incidents, problems, change and release managed in accordance with industry best practice

SLA driven service

Service backed by service level agreements to give you peace of mind

Easy access to a range of services

Incident investigation, How To’s - Training, Change Requests, Upgrades, Regression Testing, Environment Management, Oracle SR Management


Flexible commercial models

Choose Fixed Fee or Pay As You Go to suit your needs. Align your contract term to your Oracle subscription contract


Dedicated Service Delivery Manager (SDM)

Your SDM will manage all aspects of your service and ensure you continue to receive the best customer care


We proactively manage your upgrades

A core component of our service is the end-to-end management and co-ordination of the Cloud Release Upgrade process. In the Cloud world, application upgrades are much more frequent than with on premise applications.  Certus has devised the Upgrade Aware Service as a cornerstone to the engage™ Business Support offering.

The key benefits of our Upgrade Aware service are as follows:

  • All Oracle Cloud clients will benefit from two significant updates to their application every year
  • We will deliver the same upgrade for many clients, which increases our experience and knowledge
  • We are often aware of potential issues (and the fixes) before you start, reducing the risk and duration of the upgrade
  • We retain and maintain the regression test scripts and can execute the scripts on the client’s behalf
  • We will be very knowledgeable of your system and your business challenges enabling us to highlight new features that will give direct benefit

Basically, we concentrate on your upgrade so you can concentrate on your business.