Managed Services

All Things to All People

Infosemantics retains a broad base of functional and technical subject matter experts, and helpdesk personnel across the United States and the Philippines, providing 24/7 support to our clients around the globe 365 days a year. Seniority, specialization, and communication skills differentiate the Infosemantics team from larger support teams who seek to be “all things to all people.”

Oracle E-Business Suite expertise (11i, R12.2.x)

  • Applications Database Administration (DBA) Services – proactive maintenance, monitoring, tuning, patching, and issue resolution
  • Technical support services including development of
  • Customizations
  • Extensions/Personalizations
  • Code debugging and Issue Resolution
  • Forms/Reports Development
  • Application Integration, SOA Integration
  • Functional support including issue resolution, configuration changes, and new module implementation

Business Intelligence

  • Snowflake workflow management and enhancement support
  • Oracle Business Intelligence (OBIEE) and Oracle Business Intelligence Applications (OBIA), Oracle Business Intelligence Cloud Services (BICS)
  • Teradata Decision Experts
  • Extract, Transform, and Load (ETL) expertise – Oracle Data Integrator, Informatica
  • All service levels I, II, and III support

Overview of key support offerings

Applications DBA Services

Our team of knowledgeable senior consultants have been working together for years to serve our clients in multiple capacities: Oracle Applications Database Administrators, Systems Administrators, Linux Administrators, and in a Lead Architect role.

Advising on hardware selection and network topology to provide:

  • Proactive Maintenance
  • 24 x 7 monitoring with 15 minute response time
  • Performance Tuning
  • Cloning
  • Patching
  • Cost Effective Production Support
  • Superior Issue Resolution

Remote Services Overview

  • Full System Assessment
  • Database and Application Systems Availability and Conditional Events Monitoring
  • Ongoing Database Support and Maintenance
  • Proactive Performance Tuning and Management
  • Timely, Detailed Daily, Weekly, and Monthly Information Reports
  • Problem Resolution Support
  • Continual System Review
  • Security Policy Review

Technical Support Services

Our technical resources are well versed in application customization, personalization, and Oracle’s reporting toolset, and bring significant depth around data conversion and interface creation, and are kept up to date with the new toolsets to include Oracle JDeveloper, OAF, APEX and others. Additionally, our vast repository of templates and development tools provide our consultants to deliver solutions in the most efficient manner, with best practices and standards in mind.

Infosemantics offers monthly usage based plans which can be tailored to our clients’ needs.

Please contact us at sales@infosemantics.com to learn more.

Technical support areas include:

  • System technical issues
  • System debugging support
  • Issue resolution
  • CEMLI (custom) object issue resolution
  • Support in resolving workflow and document approval issues
  • Testing/patch updates as-needed
  • Application/database upgrades

Functional Support Services

Infosemantics brings senior subject matter experts adept at implementing, supporting, and maintaining earlier releases of the Oracle E–Business Suite through Release 12.2.x.  Our functional subject matter expertise spans the Financials, Supply Chain, Manufacturing, CRM, and HCM suite of modules.

Key functional support areas with the Managed Services model include:

  • Assist with system functionality and process flow questions
  • Identify and ascertain the type of problem for issues identified by business users
  • Review reported issues and assist users in finding a resolution
  • Assist users in logging services requests with Oracle, follow-through and resolutions
  • Functional support team maintains My Oracle Support Level 1 and Level 2 certification
  • Workflow and Approvals Management assessment services and optimizations
  • Assess testing requirements from Oracle recommended patches, and assist in testing after a patch is applied
  • Assist with Month‐end and Year‐end close process
  • Proactive Support along with on-going mentoring to promote client knowledge transfer by utilizing the latest Oracle Proactive Support Tools available via My Oracle Support Note Id: 432.1

Senior Subject Matter Experts

Business Intelligence Support Services

Infosemantics has consistently provided our clients with senior, expert BI resources, highly experienced in implementing, upgrading, and supporting Oracle Business Intelligence Enterprise Edition (OBIEE), Oracle Business Intelligence Applications, Teradata Decision Experts, and ETL solutions to include Oracle Data Integrator and Informatica.

Key support areas include:

  • Monitor ETL jobs and address failures within the scope of support
  • Support BI report/dashboard issues, troubleshoot alert failures and distributions
  • Identify and ascertain the type of problem for issues identified by business users
  • Support performance and optimization testing cycles in working with PS resources (l3)
  • Assist with BI reporting for Month‐end and Year‐end close process
  • Assess testing requirements from Oracle recommended patches, and assist in testing after a patch is applied
  • Assist with communicating with Oracle Support
  • Training support with report and dashboard creation for casual users (L3)
  • Support new enhancements, bug fixes (L3)

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