Oracle Corporation UK Limited

Oracle Business Help Desk for SaaS

Oracle Business Help Desk is a tailored support offering providing advanced end-user service desk and support designed specifically for SaaS customers.
This offering assists end-users with application functionality, diagnosis of functional problems, and can answer questions about how the cloud solution was configured and implemented

Features

• Timely and targeted functional support of your end users
• Increase adoption and user satisfaction

Benefits

• Faster user adoption
• Improved overall business and user satisfaction

£97,559.61 an instance a year

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 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

758563609228131

Contact

Adrienne Belton
+44 (0) 7824 836641
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: Business Help Desk for SaaS: Timely and targeted functional support to increase user adoption and satisfaction. Configuration assistance for users, functions, and batch jobs. ; ; A named point of contact who understands the customer’s business and orchestrates end-to-end service delivery; ; Coordination with Cloud Support for application and service related issues; ; An experienced help desk team that knows your implementation and possesses functional expertise for all covered Oracle Cloud applications products ; ; Rapid triage and routing of help desk tickets to the appropriate experts within Oracle

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: £97,559.61 an instance a year
• Discount for educational organisations: No

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