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Email or online ticketing support
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Yes
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Support response times
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Priority 1 questions have a response time of 0.5 hours and resolution target of 4 hours, with cover provided 24×7. Priority 2 incidents have a response time of 1 hour and a resolution target of 12 hours, with cover available from 9am to 5pm, Monday to Friday. Priority 3 incidents have a response time of 4 hours and a resolution target of 24 hours, also covered from 9am to 5pm, Monday to Friday. Priority 4 incidents have a response time of 8 hours and a resolution target of 36 hours, with support provided from 9am to 5pm, Monday to Friday.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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EN 301 549
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Phone support
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Yes
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Phone support availability
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24 hours, 7 days a week
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Web chat support
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Yes
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Web chat support availability
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9 to 5 (UK time), Monday to Friday
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Web chat support accessibility standard
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EN 301 549
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Web chat accessibility testing
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This has been taken from Microsoft website: Microsoft has conducted extensive, ongoing usability testing for Microsoft Teams, involving users with diverse disabilities and utilizing assistive technology to improve accessibility, particularly within its Office, Windows, and Cloud divisions. In the last year alone, they have performed over 150 usability studies where individuals with disabilities performed common tasks to help focus development on efficiency and satisfaction.
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Support levels
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Reactive Support Our support extends beyond the traditional boundaries of the support team, by encompassing specific “super” users. Our dedicated subject matter experts can be notified to provide specialised assistance and guidance to tickets raised by select users as needed. The personalised support we can offer to those specific users ensures that the highest priority needs and requirements are addressed promptly and effectively. To ensure the Client receives the highest level of support for its Oracle Cloud environment, we propose a dedicated and highly skilled support team comprising specialists across key functional and technical areas. This team is designed to address the organisation's specific needs, ensuring seamless operations, timely issue resolution, and successful management of updates and integrations. Each role has been carefully selected to provide comprehensive coverage across all critical aspects of the system, ensuring business processes are fully supported and aligned with industry best practices. Our proposed team includes: Operations Manager Oversees the support engagement, ensures SLA compliance, manages escalations, and drives continuous improvement to meet the Client’s objectives. Support Manager Manages day-to-day operations, coordinates team activities, ensures timely incident resolution, and maintains close collaboration with the Client’s internal teams.
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AI chatbot
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No