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ABSOLUTE EPM LIMITED

Oracle EPM Cloud Implementation and Support Services: Ongoing Support

We provide first line support services on the Oracle EPM Cloud Suite, using software vendor certified staff. Clients can contact our support service via the telephone, email or Microsoft Teams. All calls are logged in Teams and clients can have web based access to all the details of their tickets.

Features

  • Remote application administration
  • Incident and issue management
  • Monthly, quarterly and annual process support
  • Patch impact assessment and regression testing
  • Liaison with Oracle Support
  • Continuous improvement and enhancement support

Benefits

  • Ensures ongoing stability and availability of Oracle Cloud EPM
  • Reduces operational risk and downtime
  • Provides predictable and responsive support
  • Enables continuous optimisation of cloud services
  • Allows internal teams to focus on strategic priorities

Pricing

  • 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 g-cloud@absoluteepm.com. Tell them what format you need. It will help if you say what assistive technology you use.

Framework

G-Cloud 15

Service ID

6 2 3 4 8 5 2 3 1 8 6 8 7 0 6

Contact

ABSOLUTE EPM LIMITED Andrew Magill
Telephone: 0207 175 0376
Email: g-cloud@absoluteepm.com

About your service

Service categories

Cloud Support Services

Ongoing Support

  • Product support capabilities
  • Logging and management of incidents
  • Reporting and proactive results analysis
  • Dispatch of service technicians and/or parts
  • End user training coordination

Service scope

Service constraints
Limited Remote Support: Remote only and covers 9am to 5pm Monday to Friday (Exc Public Holidays) limited to 80 hrs per annum. 4 Hrs response

Fully Managed Service: Remote only and covers 9am to 5pm Monday to Friday (Exc Public Holidays). Responses based on SLAs

User support

Email or online ticketing support
Yes
Support response times
3 levels of support:

1) Limited Remote support : Limited to 80 hrs of annual support, covering Monday to Friday 9am to 5pm (excl. Public Holidays). The standard response time is 4hrs.

2) Fully Managed Service: Absolute EPM's standard SLA's response time once issue has been raised:

Criticial: 0.5 hrs.
High: 2hrs.
Normal: 8 hrs.
Low: 48 hrs.
Operating Monday to Friday, 9am to 5pm (Exc Public Holidays).

Critical tickets require verbal notification from Client to AEL
Operating.

3) Advanced Managed Service: Absolute EPM can offer a customer specific support model with specific SLA, based on our pricing document.
User can manage status and priority of support tickets
No
Phone support
Yes
Phone support availability
9 to 5 (UK time), Monday to Friday
Web chat support
Yes
Web chat support availability
9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard
WCAG 2.2 AA
Web chat accessibility testing
None
Support levels
Absolute EPM has 3 levels of support.

1) Limited Remote support (as per Pricing Document on Fixed Price Basis) : This support is limited to 80 hrs of annual support, covering Monday to Friday 9am to 5pm UK Time (Excluding Public Holidays). The standard response time is 4hrs with this level of support.

2) Fully Managed Service (as per Pricing Document on Fixed Price Basis) : A fully managed support of you application providing support Monday to Friday, 9am to 5pm UK time. (Exc Public Holidays)
Absolute EPM's standard SLA's:

Critical: Major loss of functionality affecting the majority of users (0.5 Hrs).
High: Loss of functionality affecting a minority of users (2 Hrs)
Normal: User query affecting their ability to do their job in the system (8 Hrs).
Low: Any other issue or request (48 Hrs).

Critical tickets require verbal notification from Client to Absolute EPM.

3) Advanced Managed Service (Based on pricing document Rate card): Absolute EPM can offer a customer bespoke support model with specific SLA and service definition.
AI chatbot
No

Resellers

Supplier type
Not a reseller

Staff security

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

Pricing

Discount for educational organisations
Yes

Architecture roles

Business architect
Role level UK Rate Offshore Rate
Trainee business architect £1,000.00 £1,000.00
Associate business architect £1,100.00 £1,100.00
Business architect £1,300.00 £1,300.00
Lead business architect £1,500.00 £1,500.00
Data architect
Role level UK Rate Offshore Rate
Data architect £1,100.00 £1,100.00
Senior data architect £1,300.00 £1,300.00
Chief data architect £1,500.00 £1,500.00
Security architect
Role level UK Rate Offshore Rate
Security architect £1,100.00 £1,100.00
Lead security architect £1,300.00 £1,300.00
Principal security architect £1,500.00 £1,500.00
Solution architect
Role level UK Rate Offshore Rate
Associate solution architect £900.00 £900.00
Solution architect £1,000.00 £1,000.00
Senior solution architect £1,100.00 £1,100.00
Lead solution architect £1,300.00 £1,300.00
Principal solution architect £1,500.00 £1,500.00
Technical architect
Role level UK Rate Offshore Rate
Associate technical architect £900.00 £900.00
Technical architect £1,000.00 £1,000.00
Senior technical architect £1,100.00 £1,100.00
Lead technical architect £1,300.00 £1,300.00
Principal technical architect £1,500.00 £1,500.00

Data roles

Analytics engineer
Role level UK Rate Offshore Rate
Trainee analytics engineer £800.00 £800.00
Analytics engineer £1,000.00 £1,000.00
Senior analytics engineer £1,100.00 £1,100.00
Lead analytics engineer £1,300.00 £1,300.00
Head of analytics engineering £1,500.00 £1,500.00
Data analyst
Role level UK Rate Offshore Rate
Associate analyst £1,000.00 £1,000.00
Data analyst £1,100.00 £1,100.00
Senior data analyst £1,300.00 £1,300.00
Principal data analyst £1,500.00 £1,500.00
Data engineer
Role level UK Rate Offshore Rate
Data engineer £1,000.00 £1,000.00
Senior data engineer £1,100.00 £1,100.00
Lead data engineer £1,300.00 £1,300.00
Head of data engineering £1,500.00 £1,500.00
Data governance manager
Role level UK Rate Offshore Rate
Data governance manager £1,100.00 £1,100.00
Lead data governance manager £1,300.00 £1,300.00
Head of data governance £1,500.00 £1,500.00
Performance analyst
Role level UK Rate Offshore Rate
Associate performance analyst £900.00 £900.00
Performance analyst £1,000.00 £1,000.00
Senior performance analyst £1,100.00 £1,100.00
Lead performance analyst £1,300.00 £1,300.00
Head of performance analysis £1,500.00 £1,500.00

IT operations roles

Application operations engineer
Role level UK Rate Offshore Rate
Associate application operations engineer £900.00 £900.00
Application operations engineer £1,000.00 £1,000.00
Senior application operations engineer £1,100.00 £1,100.00
Lead application operations engineer £1,300.00 £1,300.00
Principal application operations engineer £1,500.00 £1,500.00
Business relationship manager
Role level UK Rate Offshore Rate
Business relationship manager £1,100.00 £1,100.00
Senior business relationship manager £1,300.00 £1,300.00
Lead business relationship manager £1,500.00 £1,500.00
Change and release manager
Role level UK Rate Offshore Rate
Configuration analyst £900.00 £900.00
Change and release analyst £1,100.00 £1,100.00
Change and release manager £1,300.00 £1,300.00
Command and control centre manager
Role level UK Rate Offshore Rate
Operations analyst £1,000.00 £1,000.00
Senior operations analyst £1,100.00 £1,100.00
Operational control manager £1,300.00 £1,300.00
Head of command and control £1,500.00 £1,500.00
End user computing engineer
Role level UK Rate Offshore Rate
Associate end user computing engineer £900.00 £900.00
End user computing engineer £1,000.00 £1,000.00
Senior end user computing engineer £1,100.00 £1,100.00
Lead end user computing engineer £1,300.00 £1,300.00
Principal end user computing engineer £1,500.00 £1,500.00
IT service manager
Role level UK Rate Offshore Rate
IT service analyst £1,000.00 £1,000.00
IT service manager £1,100.00 £1,100.00
Senior IT service manager £1,300.00 £1,300.00
Head of IT service management £1,500.00 £1,500.00
Incident manager
Role level UK Rate Offshore Rate
Incident manager £1,300.00 £1,300.00
Major incident manager £1,500.00 £1,500.00
Problem manager
Role level UK Rate Offshore Rate
Problem analyst £900.00 £900.00
Problem manager £1,100.00 £1,100.00
Service desk manager
Role level UK Rate Offshore Rate
Service desk analyst £800.00 £800.00
Senior service desk analyst £900.00 £900.00
Service desk manager £1,000.00 £1,000.00
Head of service desk £1,100.00 £1,100.00
Service transition manager
Role level UK Rate Offshore Rate
Service acceptance analyst £900.00 £900.00
Service readiness analyst £1,000.00 £1,000.00
Service transition manager £1,100.00 £1,100.00
Lead service transition manager £1,300.00 £1,300.00

Product and delivery roles

Business analyst
Role level UK Rate Offshore Rate
Trainee business analyst £650.00 £650.00
Junior business analyst £800.00 £800.00
Business analyst £900.00 £900.00
Senior business analyst £1,000.00 £1,000.00
Lead business analyst £1,100.00 £1,100.00
Head of business analysis £1,300.00 £1,300.00
Delivery manager
Role level UK Rate Offshore Rate
Associate delivery manager £900.00 £900.00
Delivery manager £1,000.00 £1,000.00
Senior delivery manager £1,100.00 £1,100.00
Head of (Agile) delivery management £1,300.00 £1,300.00
Digital portfolio manager
Role level UK Rate Offshore Rate
Digital portfolio analyst £900.00 £900.00
Digital portfolio manager £1,000.00 £1,000.00
Senior digital portfolio manager £1,100.00 £1,100.00
Head of portfolio £1,300.00 £1,300.00
Product manager
Role level UK Rate Offshore Rate
Associate product manager £800.00 £800.00
Product manager £900.00 £900.00
Senior product manager £1,000.00 £1,000.00
Lead product manager £1,100.00 £1,100.00
Head of product £1,300.00 £1,300.00
Programme delivery manager
Role level UK Rate Offshore Rate
Programme delivery manager £1,500.00 £1,500.00
Service owner
Role level UK Rate Offshore Rate
Service owner £1,500.00 £1,500.00

Quality assurance testing (QAT) roles

Quality assurance testing (QAT) analyst
Role level UK Rate Offshore Rate
Tester (QAT) £900.00 £900.00
QAT analyst £1,000.00 £1,000.00
Senior QAT analyst £1,100.00 £1,100.00
Lead QAT analyst £1,300.00 £1,300.00
Test engineer
Role level UK Rate Offshore Rate
Tester (test engineer) £900.00 £900.00
Test engineer £1,000.00 £1,000.00
Senior test engineer £1,100.00 £1,100.00
Lead test engineer £1,300.00 £1,300.00
Test manager
Role level UK Rate Offshore Rate
Test manager £1,300.00 £1,300.00
Head of test £1,500.00 £1,500.00

Software development roles

Development operations (DevOps) engineer
Role level UK Rate Offshore Rate
Apprentice DevOps engineer £650.00 £650.00
Junior DevOps engineer £650.00 £650.00
DevOps engineer £800.00 £800.00
Senior DevOps engineer £900.00 £900.00
Senior DevOps engineer - management £1,000.00 £1,000.00
Lead DevOps engineer £1,100.00 £1,100.00
Lead DevOps engineer - management £1,300.00 £1,300.00
Principal DevOps engineer £1,500.00 £1,500.00
Principal DevOps engineer - management £1,500.00 £1,500.00
Frontend developer
Role level UK Rate Offshore Rate
Apprentice frontend developer £650.00 £650.00
Junior frontend developer £800.00 £800.00
Frontend developer £900.00 £900.00
Senior frontend developer £1,000.00 £1,000.00
Lead frontend developer £1,100.00 £1,100.00
Head of frontend development £1,300.00 £1,300.00
Software developer
Role level UK Rate Offshore Rate
Apprentice developer £650.00 £650.00
Junior developer £650.00 £650.00
Developer £800.00 £800.00
Senior developer £900.00 £900.00
Senior developer - management £1,000.00 £1,000.00
Lead developer £1,100.00 £1,100.00
Lead developer - management £1,300.00 £1,300.00
Principal developer £1,500.00 £1,500.00
Principal developer - management £1,500.00 £1,500.00

User-centred design roles

Technical writer
Role level UK Rate Offshore Rate
Technical writer £1,000.00 £1,000.00
Lead technical writer £1,100.00 £1,100.00

Non-mandatory Standards and certifications

ISO/IEC 27001 certification
No
ISO 28000:2022 certification
No
ISO 9001 certification
No
Quality management systems (QMS)
No
CSA STAR certification
No
PCI certification
No
Cyber essentials
Yes
Please provide your Cyber Essentials Certificate Number
62ec160d-4b7c-4f3b-8b14-fada153e48e2
Cyber essentials plus
No
Cyber Essentials Alternative
None of the criteria
Other security certifications
No

Social value

Section B - Commitment for Future: Delivery
  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 1: Fair work: That offers fair wages and good working conditions. Help people get a job, stay in work, and progress in their careers, with good employment opportunities across the country. Notes: Where there is a large proportion of labour costs in the contract, commercial teams should consider MAC in Outcome 1 as a priority

    • New or retained jobs on the contract workforce in the relevant area that meet the criteria set out in MAC 1b, 1c and 1d
    • Providing opportunities for, and measuring and monitoring of, staff workforce conditions over time, including employee engagement, involvement in decision-making and satisfaction and adapting to any changes in the results, with clear processes for acting on issues identified
    • Payment of more than the National Minimum Wage or National Living Wage (as appropriate) to the contract workforce
    • Measures to support in-work progression to help people in the contract workforce, to move into higher paid work by developing new skills relevant to the contract
    • Understanding of the modern slavery risks and issues affecting the market, industry, sector or country (of origin or of source) relevant to the contract, and the workforce in the supplier’s own organisation and those of its key subcontractors
    • Measures to identify, mitigate and manage modern slavery risks relating to the contract and how these will be implemented
    • Outline policies and practices to be applied to or put in place for the contract to mitigate and manage modern slavery risks, including: Pre-employment checks, recruitment practices. Workplace conditions, safeguarding plans and processes in place and regular monitoring with relevant groups considered, which may include sampling
    • How to ensure business decisions re: price/cost, short lead times, payment timescales do not create modern slavery risks in the supply chain
  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 2: Skills for growth: Supporting growth sectors and addressing skills gaps.

    • Understanding of employment and relevant skills issues, and of the education and training issues relating to the contract. Illustrative examples: demographics, skills shortages, new opportunities in high growth sectors, geographic/local community and skills/employment challenges
    • Support for educational attainment relevant to the contract, including training schemes that address skills gaps and result in recognised qualifications
  • Mission: Kick start economic growth. To secure the highest sustained growth in the G7 - with good jobs and productivity growth in every part of the country making everyone, not just a few, better off.

    Policy Outcome 3: Resilient, innovative and flexible supply chains: Support economic growth through enabling resilient businesses, opportunities for small businesses and voluntary, community and social enterprises

    • Understanding of the types of businesses in the market and the level of participation by new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Activities to identify opportunities to open up sub-contracts under the prime contract to a diverse range of businesses, including new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutuals
    • Ensuring accessibility to contracting and subcontracting opportunities for disabled business owners and employees
    • Structuring of the supply chain selection process to ensure fairness (e.g. anti-corruption) and encourages participation by a diverse range of businesses, including with regard to new businesses, entrepreneurs, start-ups, SMEs, VCSEs and mutual
  • Mission: Make Britain a clean energy superpower: To cut bills, create jobs and deliver security with cheaper, zero-carbon electricity by 2030, accelerating to net zero

    Policy Outcome 4: Sustainable procurement practices: Reducing carbon footprints, minimising waste, and promoting the use of clean energy and green technologies.

    • Understanding of opportunities for additional environmental benefits delivery in the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Delivery of additional environmental benefits through the performance of the contract, including working towards net zero carbon emissions and use of clean energy and green technologies
    • Understanding of how to influence staff, suppliers, customers, communities and/or any other appropriate stakeholders through the delivery of the contract to support climate and nature protection and improvement
  • Mission: Break down barriers to opportunity: By reforming our childcare and education systems, to make sure there is no class ceiling on the ambitions of young people in Britain

    Policy Outcome 6: Employment and training: For those who face barriers to employment

    • Understanding of the issues affecting the representation of disabled people in the workforce in the market, industry or sector relevant to the contract, and in the supplier’s own organisation and those of its key sub-contractors
    • Inclusive and accessible recruitment practices, and retention-focused activities, including those provided in the Guide for line managers on recruiting, managing and developing people with a disability or health condition
    • Working conditions which promote an inclusive working environment and promote retention and progression
    • Other measures to provide equality of opportunity for disabled people and those with health conditions into employment, including becoming a Disability Confident employer and inclusion of supported businesses in the contract supply chain

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 g-cloud@absoluteepm.com. Tell them what format you need. It will help if you say what assistive technology you use.