Maintenance and support services
Confidence in everyday business operations.
We provide support and maintenance for your agreed Oracle environment. Clear responsibilities, proactive work and systematic problem-solving help keep your business running smoothly.
Support that understands your environment and why it matters
When your Oracle environment supports critical business processes, support must also understand how an incident affects everyday operations. Fixing an isolated error is not always enough: clear responsibilities, a shared understanding of the situation and systematic problem-solving are needed.
Maintenance and support services are tailored to your environment’s needs. They may cover an agreed set of applications, integrations or technical maintenance tasks. Service scope, support hours and responsibilities are defined together.
An agreed service scope, from proactive work to problem-solving
User support and incident resolution
We handle support requests within the agreed service, identify the scope of the problem and coordinate investigation according to the agreed responsibilities.
Reducing recurring problems
We identify recurring issues and investigate their root causes. We agree on necessary fixes and refer broader development needs for separate consideration.
Managing changes and updates
Within the agreed scope, we assess the impact of updates and support testing. Applications, integrations and user needs are considered together.
Technical maintenance and monitoring
Agreed technical tasks and monitoring depend on the environment and service model. The cloud provider’s responsibilities remain distinct from Attido’s application and support services.
A controlled service transition
We review the environment’s architecture, key processes, documentation and open support issues. We agree on access rights, contacts and knowledge transfer. Where needed, the transition is phased to ensure that responsibilities are transferred clearly.
- Service scope, exclusions and related suppliers.
- Support channels, contacts and the issue-handling process.
- Incident prioritisation and escalation.
- Support hours, service levels and reporting as agreed in the contract.
- Change approvals and joint service reviews.
Who is responsible for what?
A successful service relies on a clear division of responsibilities. The basic roles are outlined below; detailed tasks, boundaries and responsibilities are agreed for each service.
| Party | Key responsibility |
|---|---|
| Customer | Business priorities, ownership of processes and data, and decisions and approvals. |
| Attido | Support for the agreed environment, problem-solving, maintenance tasks and coordination within the agreed service scope. |
| Oracle and other suppliers | Contractual responsibilities for their own products and services. Oracle’s cloud service responsibilities do not automatically cover the customer’s entire application and integration landscape. |
From everyday observations to planned improvements
Support services provide insight into challenges and recurring needs. We review the agreed findings in joint service reviews and distinguish incident resolution from broader development work.
Maintenance helps keep the agreed environment working. New capabilities, broader process changes and development projects are prioritised and agreed separately. This keeps their benefits, effort and impact visible.
What is the next step?
For improving the value of your existing environment, step by step.
For a well-founded view of your current environment and the options ahead.