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Sera Neon

Cloud ERP BAU/ITIL Support/Service

Oracle Cloud BAU Support. Programme-BAU Transition/Operation. Support end-users and the Business/Operations team with Oracle Cloud Functional and Technical incidents. Manage the BAU Service desk ITIL Processes, including the triaging of the incident. Manage the complete Incident to Deployment lifecycle. Working collaboratively with the Business ensures robust enablement.

Features

  • Fixed Price or Time and Material models
  • ITIL Methodology Provisions, Incident/Event and Change Management
  • User Enablement along with BAU Support and Management
  • 24/7 Global Service Desk Management
  • ITIL based Process and Incident Management
  • End/Super/Key User Guidance
  • Technical and Functional enablement and Guidance
  • Development, including OTBI/BIP reports, Oracle Integration Cloud, Redwood deployment
  • ERP/SCM/HCM/CRM Functional Support & Managed Services
  • EPM functional testing specialists

Benefits

  • User Enablement
  • Better Prioritisation and Triaging of the incidents
  • 1 to 1 User guidance
  • Support Business Adapt the change
  • Continuous improvement of the deliverables
  • Stabilise and embed solution

Pricing

£155 a unit a day

  • Education pricing available

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 bid.team@seraneon.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 14

Service ID

5 2 8 4 4 7 7 1 5 9 5 8 6 9 0

Contact

Sera Neon Lianna Messent
Telephone: 07751712195
Email: bid.team@seraneon.co.uk

Planning

Planning service
No

Training

Training service provided
Yes
How the training service works
We believe in User Enablement and Empowerment. Our enablement strategy includes users engaging with our technical teams at the onset, shadowing and then being shadowed, providing ongoing support, encouragement and empowerment
Training is tied to specific services
No

Setup and migration

Setup or migration service available
No

Quality assurance and performance testing

Quality assurance and performance testing service
Yes
How the quality assurance and performance testing works
We as your potential partners, will work along with you as your assurance and testing partners providing support in the following Cycles/Areas

FST/SIT- This is normally done by the Solution Integrator. In our experience we have often found useful to conduct SIT/E2E inhouse to ensure a high quality solution is being delivered into UAT

We will also ensure that:

FST/SIT covers all areas and the Test Cases are comprehensive
Our Industry leading Consultants will work with the council to author high quality test scripts which are aligned to the Council’s operating model.
This will ensure UAT is comprehensive in testing the Council’s Business Processes
UAT- This is how we can help-
Help with initial User Training, by either ensuring PUT, KUT,EUT is covered by the SI or providing this as an additional service
Help users with writing the business test cases, this can be done across modules
Help set up environment, user access etc prior to the start of the testing
Floor walking during the UAT, Helping users run test cases
Manage the defect cycle, starting from raising the defect to its deployment

Security testing

Security services
Yes
Security services type
Other
Other security services
  • Oracle Cloud Security
  • Segregation of Duties

Ongoing support

Ongoing support service
Yes
Types of service supported
  • Hosting or software provided by your organisation
  • Hosting or software provided by a third-party organisation
How the support service works
Oracle Cloud Hosting support

Service scope

Service constraints
NA

User support

Email or online ticketing support
Email or online ticketing
Support response times
S1: 1 hour
S2: 4 hours
S3: 1 day

response times are different at weekend
User can manage status and priority of support tickets
Yes
Online ticketing support accessibility
WCAG 2.1 AAA
Phone support
Yes
Phone support availability
24 hours, 7 days a week
Web chat support
Web chat
Web chat support availability
24 hours, 7 days a week
Web chat support accessibility standard
WCAG 2.1 AAA
Web chat accessibility testing
NA
Support levels
Flexible Support model
Across Oracle Cloud- Finance, HCM, CRM, PBCS, Integrations and Release Management

24/7, Business Hours or call out support

No Yearly, Long Term Commitment

Resellers

Supplier type
Reseller providing extra support
Organisation whose services are being resold
Oracle

Staff security

Staff security clearance
Other security clearance
Government security clearance
Up to Developed Vetting (DV)

Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2007 certification
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Cyber essentials plus
No
Other security certifications
Yes
Any other security certifications
  • ISO 9001
  • Oracle Cloud Certifications

Social Value

Social Value

Social Value

  • Equal opportunity
  • Wellbeing

Equal opportunity

Working on a strategy with Reading Food Bank on 'Return to Work'.

Wellbeing

We work with Reading Food Bank, providing financial and voluntary support. Our recent support has included donating 5% of our monthly revenue for three months to the Food Bank starting in April 2024. This consists of revenue generated from G Cloud

Pricing

Price
£155 a unit a day
Discount for educational organisations
Yes

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 bid.team@seraneon.co.uk. Tell them what format you need. It will help if you say what assistive technology you use.