Oracle Business Support services protects your Oracle investment

engage®

Certus Oracle Business Support is a comprehensive application support service designed to protect your Oracle Cloud investment, extend its functionality and maximise its adoption over the life of the contract.

It provides easy access to a broad range of certified, dedicated and specialist Cloud experts and is underpinned by our proven engage™ methodology.

The offering has been designed specifically for Oracle Cloud customers and delivers a cost-effective, ITIL based post implementation service.

Protect

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

  • Help and support from Oracle Cloud Applications experts
  • Impact assessment of your quarterly Cloud Updates and expert management of 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 through minor tasks

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

What our clients say?

“The Certus Support team have an excellent understanding of the HCM product, but also the wider Oracle environment and organisation.  Whereas Oracle SR’s can be very script driven, the Certus Oracle Business Support team get the ‘real world’ and understand why we are asking the question which is really helpful.  I’d give them a 9/10 for Customer Service and recommend Certus Support to anyone live on the Oracle Cloud.”

HR Systems Manager , Save the Children UK

“Based on our experience we would recommend the Certus Oracle Business Support team.  We’d give them 8/10 for Oracle Cloud product knowledge and really like their attitude and enthusiasm.”

Service Operations Manager, National Sport Governing Body

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 Oracle 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 an experienced analyst 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

Our standard ITIL based offering has been developed in conjunction with our clients and provides 5 service pillars - from fix-on-fail incident resolution, how-to questions, environment management, Oracle SR handling and update guidance.


Flexible commercial models

Choose Fixed Fee, Pay As You Go options to give commercial stability and ensure the most economical service cost.


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 efficient Cloud updates

A core component of the engage Business Support service is the end-to-end co-ordination and advice around the Oracle Cloud Update process. In the Cloud world, software upgrades are much more frequent than they were with on-premise software.  Certus has devised the UpdateAware  service as a cornerstone to the engage Business Support offering.

UpdateAware includes regular knowledge transfer, advice & guidance; Cloud Update incident analysis, workaround & resolution plus proactive environment management steps and testing.

The key benefits of our UpdateAware service are as follows:

  • Certus will deliver the same update for many customers, which makes us more knowledgeable and experienced than any one customer.
  • Certus is often aware of potential issues (and the fixes) before you start, reducing the risk and duration of the upgrade.
  • Certus can add value to client’s regression test scripts and can execute the scripts on the customer’s behalf
  • Certus will become very knowledgeable of your system and your business challenges enabling us to highlight new features that will give direct benefit to your business.

In short, we concentrate on your update so you can concentrate on your business.