Application Managed Services (AMS)

Every Client has different expectations on how they will support their Oracle Cloud Applications. Whether the goal is complete independence or outsourced Level 2-3 support, we know that Clients will need to have a support structure in place after go live to stabilize their implementation and mature their own team and governance structure. We know that the right approach for support will lead to faster stability, better user acceptance and ultimately satisfy client expectations as quickly as possible for their Cloud products.

Cloud is constantly changing.

With Cloud SaaS we now have a set of Applications that will evolve quarterly with enhancements from Oracle in addition to changes coming from new requirements as the business evolves. We now have systems that will never go through a “big bang” upgrade again, but we do have smaller changes coming quite regularly. We know that one month may not look like another month in terms of the resources required and we know that the appetite for projects small and large may also change at a Client. These dynamics call for flexible support options with a close partnership to understand and adapt as we evolve the product together.

Strong leadership.

Our goal with AMS is to have an experienced Manager of Support assigned to every account. That leader must have experience with the Oracle products and with the business while working with his Client counterpart to maintain service levels, organize changes, and manage the quarterly updates. We don’t believe in coordinators—we want strong liaisons who work with the business on priorities and objectives whether short term or long term. This establishes the foundation for the support partnership.

Flexible staffing.

You will notice in our careers section that we are not looking for junior resources. Whether onshore, near shore or offshore, our staff includes resources who have many years experience with Oracle Cloud products. This allows individuals and teams at Automus to fix problems as quickly as possible and it allows us to solution new ideas as efficiently as possible.

By using experienced resources, we also suggest they don’t always need to be full time. What we see every day is that Cloud offers much faster stabilization than we realized previously with on premise solutions, but clients also embark on a much more fluid plan to enhance and add to the product suite. We typically see a requirement for enhanced support or HyperCare for the first few months after the go live, followed by a steady decline in the need for resources as we stabilize and the clients own resources grow accustomed to their new applications. Once we have reached that point or even while we are reaching that point, clients are often adding additional capabilities related to natural and planned changes to their business. This is the nature of supporting Cloud as we see it.

AMS for cloud.

Automus believes in supplying AMS solutions that can change as the business changes and build strong partnerships after every implementation. Talk to us about how we set up support agreements that will meet your unique needs.