Support Revolution Limited

Support Revolution: Third (3rd) Party Support & Maintenance (3PS) for Oracle Exadata Hardware

Leading UK provider of independent Third-Party Support and Managed Services. Oracle: Database, Weblogic, Fusion Middleware, E-Business Suite, Peoplesoft, Hyperion, Exadata. SAP: ECC, BusinessObjects, S4/HANA, Sybase, Hana databases. Cloud migration and hosting for AWS, Azure, Google. Reducing support costs by up to 90%, with industry leading SLA’s and support guarantees.

Features

• Cost savings up to 90%
• No forced upgrades, support for all versions and legacy systems
• No de-support dates, support for as long as you wish
• Support for all customisations, interfaces and performance issues
• Tax, Legal and Regulatory updates included with in the service
• 24/7 support, UK based support teams security cleared SC/DV
• Security protection and hardening included as part of the service
• All transition and onboarding activity included
• Assigned support contacts and Account Management
• Independent Oracle third-party support

Benefits

• Save up to 90% on your current support costs
• Support for all versions of your software
• Remove the cost of software you are no longer using
• Ask the Expert sessions, free advice for your systems
• Managed Services,proactive monitoring, enhanced security and interoperability
• SLA, with customer response, update and resolution commitments

£1,000 a unit a year

• Education pricing available

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@supportrevolution.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

327001344572017

Contact

Support Revolution
01635868687
info@supportrevolution.com

Planning

• Planning service: Yes
• How the planning service works: We work with our customers at the transition stage to identify future IT strategies as part of the onboarding process. ; As part of the service we work with our customers to explore hosting options for cloud through our Ask the Expert Sessions.; We will then provide advice and guidance for recommendations of Cloud hosting providers such as AWS and Azure cloud.
• Planning service works with specific services: Yes
• Hosting or software services the planning service works with:
  • Amazon Web Services (AWS)
  • Microsoft Azure
  • Oracle Cloud

Training

• Training service provided: No

Setup and migration

• Setup or migration service available: Yes
• How the setup or migration service works: We offer the complete service to move you from your current datacenter to a Cloud or from one Cloud service to another.
• Setup or migration service is for specific cloud services: Yes
• List of supported services:
  • Amazon Web Services (AWS)
  • Microsoft Azure
  • Oracle Cloud

Quality assurance and performance testing

• Quality assurance and performance testing service: Yes
• How the quality assurance and performance testing works: All of our services are ISO9001 (quality) and ISO27001 (security) accredited.

Security testing

• Security services: Yes
• Security services type:
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
• Other security services: Trend Micro Deep Security for all Oracle and SAP versions
• Certified security testers: Yes
• Security testing certifications: Other
• Other security testing certifications: Trend Micro Deep Security

Ongoing support

• Ongoing support service: Yes
• Types of service supported:
  • Buyer hosting or software
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
• How the support service works: Support is provided by our support team based in Berkshire, and we work with a number of cloud hosting providers including Amazon Web Services and Microsoft Azure. We provide Oracle and SAP application and database support to users on these hosting providers. In addition, we also provide Oracle and SAP database support to users who have their systems in data centers hosted by other third party SI's.

Service scope

• Service constraints: None

User support

• Email or online ticketing support: Email or online ticketing
• Support response times: Our service desk system and the processes surrounding it are based on ITIL best practice. Each incident raised with us is allocated an Impact (High, Medium or Low) and an Urgency (High, Medium or Low). The combination of Impact and Urgency defines the Priority. ; ; Our standard SLA includes the following Initial Response Commitments, Client Update Commitments and Target Resolution Times: ; ; P1 Response & Resolution=10 minutes & 2 hours ; P2 Response & Resolution=20 minuets & 4 hours ; P3 Response & Resolution=4 hours & 3 days ; P4 Response & Resolution=8 hours & 5 days ; P5 Response & Resolution=3 days & 10 days
• User can manage status and priority of support tickets: Yes
• Online ticketing support accessibility: WCAG 2.1 AA or EN 301 549
• Phone support: Yes
• Phone support availability: 24 hours, 7 days a week
• Web chat support: No
• Support levels: All support levels are included within the core service at no additional cost. Support is 24x7. The service includes a Technical Account Manager and monthly reports of our performance, and a Customer Account Manager that has a quarterly review with the customer to ensure that the quality of our service meets expectations.

Resellers

• Supplier type: Not a reseller

Staff security

• Staff security clearance: Conforms to BS7858:2019
• Government security clearance: Up to Developed Vetting (DV)

Standards and certifications

• ISO/IEC 27001 certification: Yes
• Who accredited the ISO/IEC 27001: QAS International
• ISO/IEC 27001 accreditation date: 19/03/2024
• What the ISO/IEC 27001 doesn’t cover: Anything that is not Oracle and S
• ISO 28000:2007 certification: No
• CSA STAR certification: No
• PCI certification: No
• Cyber essentials: Yes
• Cyber essentials plus: No
• Other security certifications: No

Social Value

• Social Value:

  Social Value

  • Fighting climate change
  • Covid-19 recovery
  • Tackling economic inequality
  • Equal opportunity
  • Wellbeing

  Fighting climate change

  Support Revolution Ltd considers respect for the environment an important business responsibility and encourages all employees to take an interest in the protection of the environment. Support Revolution will ensure that the company complies with appropriate legislation & regulations, will identify & evaluate environmental effects associated with infrastructure & supply of Oracle & SAP consultancy, instillation, and support in order to control and reduce any environmental impact. Ensure the responsible use of natural resources and the minimalization of waste and energy consumption. Implement the training of employees to ensure that they are environmentally aware and that neither they, the community nor the environment are exposed to harm as a result of Support Revolution operations. Support Revolution Ltd is committed to the continual improvement of its performance by the monitoring of environmental issues and through involvement with customers, suppliers, regulatory authorities and the community.

  Covid-19 recovery

  The company policy includes the measures we are actively taking to mitigate the spread of coronavirus. You are kindly requested to follow these rules diligently, to sustain a healthy and safe workplace in this unique environment. It is important that we all respond responsibly and transparently to these health precautions. This policy will remain in force until further notice and is susceptible to changes with the introduction of additional governmental guidelines. If so, we will update you as soon as possible by email. This policy will be kept under review to ensure that a safe place of work is maintained at all times.

  Tackling economic inequality

  Support Revolution tackles economic equality through various approaches. For example, all employees receive fair and equal pay using transparent salary bandings. All benefits and perks, including parental leave, Employee Assistance Programmes, and flexible working arrangements, ensure we have a multi-faceted approach. Furthermore, our career development programmes adhere to our equal opportunities policy and training and development is encouraged and available to all employees

  Equal opportunity

  The Company is an equal opportunities employer and it is committed to treating all of its employees and job applicants equally. It is the policy of the Company to take all reasonable steps to employ and promote employees on the basis of their abilities and qualifications without regard to race, religion, colour, sex, age, national origin, disability or sexual orientation. The Company will appoint, train, develop and promote on the basis of merit and ability alone. Employees have a duty to co-operate with the Company to ensure that this policy is effective to ensure equal opportunities and to prevent discrimination. Action under the Company’s disciplinary procedure will be taken against any employee who is found to have committed an act of improper discrimination. Serious breaches of the equal opportunities policy will be treated as a gross misconduct and could render the employee liable to summary dismissal. Employees must not harass or intimidate other employees on the grounds of race, religion, colour, sex, age, national origin, disability or sexual orientation. Such behaviour will be treated as gross misconduct in accordance with the Company’s disciplinary procedure. Employees should draw the attention of their line manager to suspected discriminatory acts or practices. Employees must not victimise or retaliate against an employee who has made allegations or complaints of sex or racial discrimination, or discrimination on the grounds of disability or sexual orientation or provide information about such discrimination. Such behaviour will be treated as gross misconduct in accordance with the Company’s disciplinary procedure. Employees should support colleagues who suffer such treatment and are making a complaint.

  Wellbeing

  Our commitment to our Employees: • To support and understand employee well-being, ensuring staff are encouraged to maintain an appropriate work-life balance. • To support and encourage employees to be involved in charitable activities within the local community. • To ensure that employees have the opportunity to realise their full potential and have the tools necessary to develop and grow through training, both compulsory and optional. • To operate an open door policy allowing employees to raise any concerns with line managers and HR and to ensure that employees are not victimised for doing so. • To ensure that each employee’s traditions and beliefs are respected, and encourage and promote diversity throughout the organisation. • To maintain communication with employees so as to ensure this and all other policies are actively exercised. • To encourage employees to ‘think outside of the box’ and offer suggestions as to how any policy or process can be improved. • To reward employees for hard work and innovative thinking should the idea help in the running of the business. • To protect each employee or supplier from third parties who may become abusive; this includes customers, suppliers and the general public. • To make certain that all employees are aware of the impact that we as a business and they as individuals have on the external environment.

Pricing

• Price: £1,000 a unit a year
• Discount for educational organisations: Yes

Service documents

• Pricing document

  PDF

• Service definition document

  PDF

• Terms and conditions

  PDF

Request an accessible format

If you use assistive technology (such as a screen reader) and need versions of these documents in a more accessible format, email the supplier at info@supportrevolution.com. Tell them what format you need. It will help if you say what assistive technology you use.