Managed Services
Customer List
Following is a list of customers which use AST Managed Services for their Oracle E-Business Suite support:
 |
City of Hurst, TX | |
|
City of San Marcos, TX | |
|
Kemper Insurance, IL | |
|
Rhode Island Airport, RI |
AST launched a formal managed services practice in 2002 with clear organizational structure, methodology and tools for managing Oracle EBS support engagements. We adopted an "onshore" support model and utilize only US based personnel that have the physical proximity to our client base and are legally authorized to work in the USA. This approach is consistent with our Public Sector focus and is often a procurement requirement from our customers. We also do not use any subcontractors, which allow us to enhance the quality and consistency of our service.
It is also our practice to understand the customer's organization closely and be onsite to facilitate a smooth transition, related to business processes and to service critical business timelines. Unlike other managed services vendors, we work towards transitioning the knowledge to the client and train their personnel for an eventual handover of support within the client's desired timeframe.
Our support methodology (EASM) specifically prepares our team for delivering consistent and high quality support to EBS users and provides the tools and templates needed to perform the support tasks efficiently and methodically.
The following are the key support areas:
|
Functional Support | |
|
Technical Support | |
|
DBA Support | |
|
Project Management Services |
Customer Support System
Our state-of-the-art, web-based system for reporting and tracking system issues is included on every engagement. Customer Support System (CSS) is a self-service help desk application that tracks and manages issues online. CSS provides real time status report and Service Level Agreement compliance statistics to the management.