As EPM environments have become larger and more complex, the challenge of managing and supporting them has become an issue for many of our clients. The technology continually evolves and it is difficult to build and maintain the expertise required to successfully support these environments in-house. Infratects has been able to achieve and maintain this level of expertise for the past 15 years as our core business is to design, implement, support, and host Oracle Hyperion EPM environments. Working as a true partner with our clients, we proactively manage and support the complete EPM software layer including related databases. Monthly reports of environment health, issues, and trends are included as part of the service. Infratects' managed services are delivered by a dedicated team of specialists servicing clients all over the world.
Critical Period Support
Having the right support and expertise available during critical reporting periods is essential to any organisation. During these periods, system usage peaks with concurrent users working to meet consolidation and reporting deadlines. Unexpected issues in the environment can endanger your ability to meet those deadlines if you do not have the expertise on hand to address the issues in a timely manner. For this reason, Infratects offers Critical Period support tailored to a clients' reporting calendar and support coverage requirements (i.e. 8x5, 16x7, 24x7). Our critical support solutions include a Senior EPM Specialists who is on call and available to work on any issue within two hours, including evenings, nights, and weekends.
Basic support is also available for clients looking for a reliable, low-cost form of Oracle Hyperion EPM support. Our basic support solutions offer:
- Dedicated support during business hours
- An extension to your own support team (3rd line)
- The ability to log any type of Oracle Hyperion EPM issue or question
- Basic support during normal business hours
- Guaranteed Next Business Day response time