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ORACLE CORPORATION UK LIMITED

Oracle Managed Cloud Helpdesk for Applications Unlimited, Basic.

This service includes SLA based end user functional support.
Skilled resources support your critical processes, giving access to skilled resources with a detailed knowledge of Oracle applications and technology who will work with your level 1 help desk and super users to quickly diagnose and effectively resolve problems.

Features

  • End user functional support
  • Critical process management 24/7
  • Operation during business hours or extended coverage
  • SLAs for response and resolution times
  • CEMLI management
  • Single point of contact
  • Flexible consumption model
  • Language translation support options

Benefits

  • SLA’s for response and resolution times
  • High end user efficiency
  • Reduced resource effort
  • Skills enhancements of IT staff
  • Enhanced support coverage during peak times as needed
  • Seamless delivery coordination and efficient communication
  • Flexible service extensions per immediate business needs

Pricing

£94,931.20 an instance a year

Service documents

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 uk-publicsector_gb@oracle.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

4 0 4 3 7 3 7 6 6 6 0 5 6 0 6

Contact

ORACLE CORPORATION UK LIMITED Kevin Brayne
Telephone: +44 (0) 7876 262525
Email: uk-publicsector_gb@oracle.com

Planning

Planning service
No

Training

Training service provided
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
No

Security testing

Security services
No

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Buyer hosting or software
  • Hosting or software provided by your organisation
How the support service works
Users will benefit from extra guidance, especially for complex business flows and setup of existing or new functionality. They will receive expert assistance during critical process phases such as seasonal business peaks or month-end closure, and with routine business processes when in-house resources are scarce. Oracle Managed Cloud Helpdesk for Applications Unlimited can address this with flexible SLA-based services at a fixed price:
• End User Support. Assistance with functional and transactional support such as guidance on newly released functionality, or support for configurations and workflow setup.
CEMLI Management. Customer-owned customizations, extensions, modifications, localizations and integrations (CEMLI) are key to application functionality. Managed Cloud Helpdesk for Applications Unlimited provides cost-effective maintenance, break/fix and enhancement services.
• Critical Process Management. During crucial business events such as month-end closure or peak seasons, companies need additional assurance that business processes like accounting or order fulfillment run smoothly. Managed Cloud Helpdesk for Applications Unlimited ensures high availability and performance with 24/7 monitoring and issue resolution during those critical phases.
Single Point of Contact. Coordination of delivery and service request management across Oracle entities for faster issue resolution and efficient communication.
• SLAs. Service-level agreements for response times and resolution times on critical Service Requests.

Service scope

Service constraints
Please refer to the Service Description Document.

User support

Email or online ticketing support
Email or online ticketing
Support response times
Severity 1 = 30 minutes
Severity 2 = 60 minutes
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
None or don’t know
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
No
Support levels
Please refer to the Service Description Document.

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
Schellman & Company, LLC
ISO/IEC 27001 accreditation date
October 13, 2021
What the ISO/IEC 27001 doesn’t cover
Limited to the information security management system (ISMS) supporting the Oracle Managed Cloud Services (OMCS) standardized services (those delivered using the current Oracle Statement of Work without modification) on Oracle Cloud Infrastructure (OCI), including infrastructure, information, systems, and personnel directly used to
deliver these services to customers worldwide.
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

Fighting climate change

We know that technology is critical in meeting the ambitious United Nations Sustainable Development Goals. At Oracle, all the data centres used in delivering G-Cloud contracts, including the dedicated private dual-region cloud for use by the UK public sector, operate an energy-efficient circular cloud and run entirely using 100% renewable energy.

We have programs in place to maximise the efficiency of our datacentres providing the services under this framework, including:

• Operating dense computing environments and attaining high utilisation rates
• Leveraging state-of-the-art intelligent energy management and cooling technologies
• Managing an elastic computing platform eliminating excess capacity builds
• Designing and deploying highly efficient servers and storage equipment.

Thanks to these initiatives, our data centres worldwide have achieved power usage effectiveness (PUE) as low as 1.15.

In 2019 we achieved the Energy Star® certification for our X7-2L and X8-2L series of engineered systems.

Colocation providers supporting Oracle’s Cloud Infrastructure are ISO14001, ISO9001 certified and complied with the EU Code of Conduct for Data Centres.

We track, calculate and report greenhouse gas emissions according to the Government’s updated Environmental Reporting Guidelines and publish a Carbon Reduction Plan (PDF).
We have publicly committed to being Net-Zero by 2050 with a 50% reduction by 2030, and our environmental goals include Carbon Neutrality for Scope 1 and Scope 2 emissions by 2025, a Net Zero Target including Scope 1, Scope 2 and Scope 3 emissions by 2050 and a 50% reduction in total emissions by 2030.

Oracle continues to invest in the Oracle Design for the Environment (DfE) program to achieve a more' circular' supply chain. This applies reverse logistics to recover and reuse hardware retired by customers and from Oracle’s cloud data centres. In 2020 we collected 1.1 million kilos of retired hardware assets, of which 99.6% were recycled.

Read more (https://www.oracle.com/uk/industries/government/climate-action/)

Pricing

Price
£94,931.20 an instance a year
Discount for educational organisations
No

Service documents

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 uk-publicsector_gb@oracle.com. Tell them what format you need. It will help if you say what assistive technology you use.