Application Support Services

When you are running a complex business on a system as comprehensive as PeopleSoft or Oracle eBusiness Suite (“Oracle EBS”), there is a significant need for ongoing upkeep of your environment that includes constant maintenance and management.  Historically, support needs of a maintenance nature required companies to hire expensive and difficult-to-find resources.

The dynamics of the consulting industry often cause organizations to battle attrition due to the non-challenging nature of this important task. Constant attrition leads to inefficient workarounds and unhappy end-users, resulting in misalignment with business needs.

SDA’s Application Support Service offering meets this challenge by enabling your organization to leverage our PeopleSoft or Oracle EBS experts on a short-term, as-needed basis, with no minimum time commitment required. Another option is to engage us as a long-term strategic partner to provide cost-effective support for your PeopleSoft or Oracle EBS application portfolio.

SDA’s provides a remote PeopleSoft and Oracle EBS support team becomes part of your application support team to provide unprecedented 24x7x365 service regardless if the PeopleSoft or Oracle EBS application is customer hosted or cloud hosted.  SDA is fully staffed with highly skilled PeopleSoft or Oracle EBS functional and technical teams that are ready to assist you anytime, any day, weekend or holiday.

By utilizing SDA’s foundational ITIL process and delivery methodology, our PeopleSoft or Oracle EBS functional and technical experts can apply their years of expertise to provide both proactive and reactive remote application support.

SDA’s PeopleSoft or Oracle EBS functional and technical experts will perform routine tasks, end user support, application configuration and testing, patch maintenance or backups.  We offer the following programs to support your database management needs:

  • Continuous Application Support (CAS)
  • Enterprise Application Support (EAS)
  • On-Demand Application Support (OAS)
  • Emergency 911 Application Support (EMAS)

Business Value

With SDA Application Support Services your organization will:

  • Put more focus on core business activities increasing value to your customers.
  • Increase utilization of your software investment with complete 24/7 technical and 12/5 functional support.
  • Improve software performance with a configuration optimized for your unique portfolio.
  • Gain time to focus on business results, while SDA’s dedicated team handles day-to-day support tasks.
  • Increase user application knowledge to improve productivity and user satisfaction.

Continuous Application Support (CAS)

Continuous Application Support (CAS) from SDA is the solution for timely, reliable and cost efficient application support services. With CAS, organizations can have the essential functions of application support in an automated and optimized remote service. You receive the cost benefits of a leveraged and scalable operation, while maintaining your custom processes. The service offers 24×7 support of PeopleSoft or Oracle EBS application through monitoring, system-level troubleshooting and documented routine processes.

With CAS, you get the following services:

  • 12x5 End User Support - Provides functional and user authentication support to end users.
  • 24×7 Application Monitoring - Provides automated checks of the PeopleSoft or Oracle EBS application to identify system issues.
  • 24×7 Application Incident Resolution - Provides the research and corrective actions taken by SDA in response to critical application functional and technical incidents.
  • System Enhancements - Provides support for both functional and technical enhancements including requirements gathering, solution and technical design and testing.
  • Implementations, Upgrades & Patching - Focuses on the creation, migration, patching and upgrading of the PeopleSoft or Oracle EBS application.
  • Cloud Hosted Implementations, Upgrades & Patching - Focuses on the creation, migration, patching and upgrading of the cloud-hosted PeopleSoft or Oracle EBS application.
  • Security & Object Administration - Modifications made to the user accounts, objects and processes related to the database.
  • Service Management Reporting - Provide customers with data regarding the status and quality of  service and the performance of the applications.

Enterprise Application Support (EAS)

A shared application support operation is effective and cost efficient for most small and medium-sized organizations. However, large enterprises may need a dedicated team of resources to manage their database investment.  For these organizations SDA offers Enterprise Application Support (EAS).

EAS leverages the services offered by the CAS operation that manages the monitoring, troubleshooting and the documented routine processes of an organization.

The difference with EAS is the SDA PeopleSoft or Oracle EBS support team is dedicated 100% to the customer for application support services. The dedicated team is able to perform higher value functional or technical tasks unique to large application environment that may go beyond the CAS service. These tasks often require detailed knowledge of an application, enabling our team to better optimize, recommend, upgrade and manage the entire application.

On-Demand Application Support (OAS)

SDA offers application support where services may not be needed on a regular basis and you only pay for what you need and when you need it.  These services ensure rapid and comprehensive application support on an hourly, pay-as-you-go basis.  SDA’s On-Demand Application Support includes:

  • Application Incident Resolution - Provides the research and corrective actions taken by SDA in response to critical application functional and technical incidents.
  • System Enhancements - Provides support for both functional and technical enhancements, including requirements gathering, solution and technical design and testing.
  • Implementations, Upgrades & Patching - Focuses on the creation, migration, patching and upgrading of the PeopleSoft or Oracle EBS application.
  • Security & Object Administration - Modifications made to the user accounts, objects and processes related to the database.

Use On-Demand Application Support in conjunction with our CAS and EAS operational services.

Emergency 911 Application Support (EMAS)

For emergency application support assistance we have a staff of 24-hour on-call Certified PeopleSoft or Oracle EBS consultants to provide you with expert support with any application emergency task.

We specialize in application emergency support and can assist you with your mission-critical application production problem within minutes.  All work is performed by Certified PeopleSoft or Oracle EBS consultants with extensive real-world experience.

For Oracle emergency support we require the following:

  • Remote database or application access (SSH and VPN preferred).
  • A $1000 credit card retainer (we take PayPal).
  • A statement that you own a valid Oracle license and grant us permission to enter your system.
  • A completed contract with SDA Consulting.

We specialize in application emergency support for application customers who may not have extensive experience in severe application or application database problems.  Our application emergency services include:

  • Application Incident Resolution - Provides the research and corrective actions taken by SDA in response to critical application functional and technical incidents.
  • System Enhancements – Provides support for both functional and technical enhancements including requirements gathering, solution and technical design, and testing.
  • Patch Application - The patching and testing of the PeopleSoft or Oracle EBS application.
  • Security & Object Administration - Modifications made to the user accounts, objects and processes related to the database.

Learn more about Application Support Services.  Contact Us.