You have decided to move to an Oracle Cloud Applications (OCA) or are already running a SaaS based environment for your critical application. Now who would ensure to manage the Post implementation service requests that come your way? Who will ensure testing, updates, change requests, integrations are all working as expected?
For this, your fastest bet is to train your existing teams to handle such requests. But if your existing team are already bogged down with other tasks, then its time for you to engage with your existing Oracle SaaS Implementer or a Oracle Cloud Certified Partner, with expertise in managing Oracle SaaS, Oracle Fusion applications or Oracle Cloud Applications (OCA)
While you engage this expert, what services would you want to engage for, should be clearly covered in your post implementation Oracle SaaS Agreement for service support with this Specialized Oracle partner.
Why do you Need Managed Services for Oracle Cloud Applications?
You want to focus more on measuring business success, and thus let tactical task be handled by cloud expert partners. Thus, leverage Oracle Cloud quarterly updates, implement new features, drive value realization and innovation, Extension development for current/existing enhancements, Data Clean-up, Changes to configuration or setups, Coordination and communication for problem resolution through partners to maximize efficiency. All of this must be explicitly covered in the post implementation Agreement for Oracle SaaS services. Read more the challenges IT face in Managing Oracle SaaS
5 Post Implementation Services to Add in your Oracle Fusion Agreement
1. Hypercare Cloud Priority Support
For enhanced service level for your Oracle SaaS environments to achieve highest levels of availability and performance. Your incidents and Service Requests should be placed at the top of the queue for faster resolution and prevent risk with proactive guidance by Cloud expert engineers.
Tasks to cover in the services agreement:
- 24/7 service request (SR) monitoring
- Points of contact for support matters
- Knowledge transfer
2. 24/7 Business Help Desk
Be available at the right place and the right time to help your business users. This timely functional support will significantly help increase user adoption and satisfaction. Configuration assistance for users, functions, and batch jobs. Get proactive service bundles which can also address such requests from users.
Tasks to cover in the services agreement:
- Functional SaaS support
- 24/7 support for severity 1 incidents
- Response and resolution SLAs
3. Critical Process Management
Move away from reactive support to a 24/7 management, monitoring, resolution, and proactive oversight to ensure optimized performance of your most important SaaS business flows during crucial times.
Tasks to cover in the services agreement:
- 24/7 issue detection and response
- Manage batch jobs and integration flows
- Review log files of managed processes
4. Regression Testing
To avoid the risk of unexpected change impact affecting the production environment you can mitigate this risk and ensure business continuity by identifying potential regression issues through effective application testing.
Tasks to cover in the services agreement:
- Execution of regression test scripts
- Report on test cycles
- Impact analysis and defect resolution
- Modify test scripts as required
5. Extension and Integration Management
Connecting the Oracle Cloud application with another cloud-based app or an on-premise software via application programming interfaces (APIs). Integrated familiar systems can help with familiar applications and speak with newer Oracle Cloud Applications. Once connected, the app can request and share data freely with the other app or on-premise system.
Tasks to cover in the services agreement:
- Modify/enhance existing extensions and integrations
- Break/fix following updates
- Unit test and document
(Manage SaaS extensions, APIs, and integrations such as Java extensions developed on Java Cloud Service, Oracle Business Intelligence Cloud Service reports, and SOA Cloud Service integration composites.)