Services | SupportNet

Kerdock SupportNet Overview

Kerdock’s SupportNet package is a comprehensive offering that provides remote systems administration and ticket resolution for your company’s Oracle E-Business Suite, Hyperion, and Oracle Business Intelligence products. This support is delivered through a combination of remote services that include pro-active monitoring, scheduled tasks, and ticket resolution.

Kerdock SupportNet... The foundation of any successful support relationship is the ability to identify and resolve minor issues before they turn into major problems. Kerdock’s unique approach to lead our remote support service with Pro-Active Monitoring provides both stability and peace of mind. Plus, since Kerdock’s cost model is based on a “per ticket” approach, as opposed to an hourly rate to resolve an issue, your company will directly benefit from the Pro-Active Monitoring. Your company will see a reduced number of tickets generated – and ultimately reduced costs.

The second key component of a successful support relationship is allocating hours for Scheduled Tasks. As opposed to just reacting to problems when they occur, Scheduled Tasks fill the gap by providing reports, scripts, queries, recurring maintenance, etc. that increase end user productivity and system uptime. Under a “ticket only” system, these critical tasks will be ignored. While we understand that many companies are not interested in making major changes to their Oracle and Hyperion environments, recurring maintenance is still required, and Kerdock’s specialists can bring our expertise and industry best practices to your company.

Kerdock SupportNet: The better way... Kerdock believes that customers benefit the most when on-demand Ticket Resolution is (a) supported by a dedicated Team Lead, (b) provided by a team with a wide range of skill sets and levels, and (c) is invoiced to the client on a per ticket basis. The lack of budget control associated with traditional support agreements that charge for ticket resolution based on an hourly rate is too risky for all but the simplest environments. Since most support providers have their staff supporting numerous engagements at the same time, keeping track of minutes spent on any specific ticket is a daunting task with a high risk of “hourly rounding errors” and “average billing miscalculations.” Kerdock charges by the ticket – the most effective way of knowing exactly what you’re paying for and how much to budget.

Contact us today for a custom quote for Kerdock SupportNet.