| Hosting Network 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. Hosting Network 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
Hosting Network'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
Hosting Network's value-added system availability
guarantee, with financial penalties to Hosting Network 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 Hosting Network 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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