Application Support Model

VESL will deploy a sustainable application support model with these following objectives:

  • Enable end users/ IT Team to be hands off on routine operational issues
  • Focusing on user satisfaction by proactively surveying users at set intervals to understand their issues and take necessary actions
  • Process streamlining and standardization based on ITIL framework
  • Service Level Agreement (SLA) driven metric
  • Formal process for governance, change management and communications under PMO 

Support Approach and Process

Consultant will provide the services upon receipt of a request for support from client (the "Support Request"). Client with the consultant shall include in the Support Request: 

(1) A completed report /log in the problem report form , including a detailed description of the problem, 

(2) Any relevant system checklists, log files, information, or datasheets related to the problem, and 

(3) A categorization of the severity of the problem according to the severity levels listed below:

VESL Consultant will be onsite to understand the issue, interact with business users and deliver the end solution. VESL Consultant may work remotely on the solution. However, delivery of the work will be fully onsite.

Support Levels

Consultant will provide Level 1, Level 2 and Level 3 of Oracle Application and Technology Support. Each level will consist of team / individuals with a defined skill level to handle tickets or issues of different complexities. 

Service Level Support Model - Level 1ticket management

Help Desk Support - Onsite

  • Enter and track trouble tickets for call in a system
  • First line of support from experienced primary SR support techno-functional analyst
  • Special extended hours of coverage may be provided for critical periods, such as month end closing
  • Perform common problem resolution based on knowledge management tool
  • Work with Level 2 application production analyst or escalate issues to level 3 support
  • 40% of issues resolved at this level 

Service Level Support Model - Level 2

Dedicated Full Capacity Support Team 

  • Work together with first line of support and escalate issues to level 3 support
  • Dedicated full capaciity application consultants for customers including onsite  support manager
  • Same team involved on upgrade and implementation. Onsite for first 6 months
  • Perform application management, application monitoring, corrective maintenance , application administration, production environment , compliance and integration support 
  • Participate in testing for system problem fix, support packs, upgrades or new functionality
  • Participate with the governance board to evaluate change requests for existing functionality or requests for new functionality
  • Provide trainings for new functionality being implemented
  • Raise service request and monitor them with Oracle Support
  • Create specifications for development requests
  • 95% of issues resolved ath this level

Service Level Support Model - Level 3

Dedicated Full Capacity Support Team 

  • Handles request forwarded by Level 1 & Level 2
  • Level 3 is majorly involved in performance tuning, bug fixing, field test & user acceptance ,release management, implementation management, and approved enhancements
  • Focus on change management involving co-ordination and implementation of change of the problem management 
  • Involved in bug fixes, testing, rollout and feedback from  Oracle Support