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Support Services

OraTech Consulting Support Service is designed to provide first level technical and application support to our Clients. Our oracle expertise makes us uniquely qualified to provide excellent support services. Our goal is to provide timely resolution to problems or inquiries reported to our support group. OraTech Consulting provides support services from our offices in Addis Ababa, Ethiopia.

OraTech Consulting Support and Operational Services are built on a solid foundation of experience with accredited support staff, top-class labs and fault-replication facilities, and strong alliances and partnerships with the vendors whose products we support including Oracle.

Our Support and Operational Services are built on integrating people, processes and technology into a well designed system based on best industry practices.

OraTech Consulting offers a comprehensive portfolio that features a range of sourcing solutions including strategic outsourcing, partial outsourcing and meeting innovative on-demand requirements.

Using proven methodologies our flexible approach helps ensure that every client receives predictable levels of support that improve business performance. OraTech Consulting services simplify the management of IT and facilitate the ongoing alignment of IT with our clients' overall business strategies. They are designed to scale and are customized to meet the exact requirements of each client.

OraTech Consulting offers a comprehensive portfolio that features:

	• Strategic Outsourcing (full & partial)
	• Packaged support services (reactive & proactive)
	• Monitoring and alerting services.

Why Us?

	• Timely response: We will be there faster than anyone else
	• Technical Capacity: We have highly qualified senior DBAs that have been consulting through out the world for a number of years
	• Physical Presence: We can physically come in to your site and provide support unlike web based support you might otherwise get from international support.
	• Competitive Price: We will meet or beat any international support prices and meet your own business needs.

Support Classification

There are three levels of services provided by OraTech Consulting. These are Premium level, Silver level, and Gold level.

Premium Level support

Our Premium level Support service includes the following benefits:

	• Flexible support: A minimum of 60 days of support or more, as per your needs
	• Assist in daily customer service functions
	• Acknowledgement of reported oracle issues, and assigning a severity level
	• Analyzing and resolving reported oracle problems in a timely manner
	• Documenting oracle issues
	• Participating in on-site support during implementation of new branches

Silver Level support

Our Silver level Support service includes the following benefits:

	• Assist in daily customer service functions
	• Acknowledgement of reported oracle issues, and assigning a severity level
	• Documenting oracle issues
	• Analyzing and resolving reported oracle problems in a timely manner
	• Participating in on-site support during implementation of new branches

Gold Level support

Our Gold level Support service includes the following benefits:

	• All the services that come with Silver level
	• Writing customized queries and SQL reports as needed
	• Working with organization DBAs to keep the production database tuned for performance
	• Developing a backup and recovery strategy
	• Developing a disaster recovery strategy

	• Migrating the current database to newer versions of Oracle when necessary
	• Assist in integrating with other applications

Support: Issue Classification

Classification of calls is critical to the way in which calls are handled. OraTech Consulting identifies the Priority of calls based on the impact to the system. By prioritizing calls, OraTech Consulting Support Centre is able to effectively set expectations and establish how the issue will be resolved.

Priority 1:

A critical problem which causes the software to crash (return the user to the operating system level), requires the software to be rebooted, or destroys non-recoverable data such as user documents. Major functionality is inoperative; no work-around is known or available to the client.

Responsiveness Goal: Recommend a temporary work-around, including, if necessary patches, within 48 hours of initial call.

	• P1 problems will receive immediate and continuous attention until resolved.
	• Update client on status and progress at a predetermined interval

Priority 2:

A problem which causes failure of a non-critical aspect of the software. There is a reasonably satisfactory work-around. The existence of the problem will cause user dissatisfaction.

Responsiveness Goal: Within 5 business days of detection:

	• Acknowledge receipt of problem within 3 business days of its having been logged.
	• Implement a temporary work-around.
	• A permanent resolution will be researched and made available

Priority 3:

A problem which has a minor impact on non-critical aspects of the software. A reasonably satisfactory work-around exists. The client's use of the software is not materially impaired.

Responsiveness Goal: Within 10 business days of detection:

	• Acknowledge receipt of problem within 5 business days of its having been logged.
	• Review with the client the operation implications of such a problem and upon mutual agreement determine what actions may be reasonable given the circumstances and operational implications that such a problem creates.
	• A permanent resolution will be researched and made available