Oracle Partner Network

Overview

Edenbrook’s support team ensures that mission-critical applications are secure, proactively managed, and used to their full capacity. This not only increases the life of your applications, it gives you the greatest possible return on your investment.

Effective application support demands a blend of industry understanding, functional and technical application, as well as database administration and operating system skills.

Recruiting and managing all these skills in-house can be expensive and difficult, and many organisations recognise that an external support organisation is a key part of this process.

We specialise in implementing and supporting Oracle E-Business Suite, Microsoft Dynamics AX, as well as custom solutions developed using .NET and Java platforms. We employ some of the most experienced ITIL accredited support staff and are certified by both Oracle and Microsoft to the highest levels.

As a result, your applications are managed by technology and business specialists. This not only reduces the risk of problems occurring, but also cuts the time it takes to fix any that do occur.

Our philosophy is simple:

Effective, proactive support minimises the risk of problems occurring, and any resulting disruption to business
A dedicated and experienced support team with a passion for customer service reduces the time taken to fix any problems that do occur
Each customer has their own specific requirements. We recognise this and customise your service to meet these needs
We work as trusted partners with clients and encourage our support team to spend time on site during implementation and after going live
We allocate a dedicated Service Delivery Manager to each customer
We use ITIL best practices to ensure a consistent, high quality, cost effective solution for service management
The Edenbrook Support centre is staffed by experienced individuals who understand your business and technical environment, not call centre administrators.

The core components of our service are:

Proactive 24x7 environment monitoring and maintenance which allows us to spot problems before they impact your systems
Defined Service Level Agreements which specify when your system is available
Access to a 24x7 support centre which will manage any incidents to resolution
Closed loop service level management that ensures that your application services are managed to a level that exceeds your SLA
Quality management that integrates with your organisations testing / release and deployment procedures to minimise the impact on other applications
Backup, Recovery and business continuity management
Each aspect of our service is tailored to integrate with your organisation, its policies and procedures.