Package Support (Managed Services)

Oakton provides support services for a range of package solutions. The basic elements of these services are the same as those described for Applications Support, but specifically tailored for the particular package.

This offering is generally provided as a Remote Support Service (RSS) delivered from Oakton’s on-shore offices in Sydney/Melbourne or from our Indian office in Hyderabad. The service may also be tailored to provide onp-site client support as required.

Package support leverages Oakton’s strong partnerships with the package / product providers focussing on supporting the core package, customer configurations as well as customer specific customisations.

 

Oracle Packages

Oracle Partner

Both onsite and from Oakton’s Service Centres, we offer full application support for Oracle products. Wherever in-house support proves problematic or fallback support may prove desirable, Oakton can readily provide the necessary level of service. Backed by our partnership with Oracle, Oakton has full recourse to the help desk services they in turn provide.

Service scope

The following gives a brief overview of the scope of services offered:

Monitoring/Alerts

  • Application monitoring
  • Reporting

Standard Requests

  • User Application Maintenance
  • Database Maintenance
  • Index Rebuilds
  • Object Validation
  • Navigational Help

Break/Fix

  • Fault Analysis
  • Fault Resolution
  • Resolution Testing
  • Interface Issues
  • Minor Patching

 

Microsoft Packages

Microsoft Gold Partner

From our Service Centre, Oakton provides the full range of support services from help desk, through problem diagnosis to full system remediation. Backed by our partnership with Microsoft, Oakton has full recourse to the help desk services they in turn provide.

Our MBS support covers the full range of Great Plains and the recently announced Customer Relationship Management software:

Dynamix GP (Great Plains)

  • General Ledger
  • Cash Flow Management
  • Fixed Asset Management
  • Multicurrency Management
  • Multidimensional Analysis
  • Bank Reconciliation
  • Payables Management
  • Receivables Management
  • Collections Management
  • Cash Book Management
  • Electronic Bank Management
  • Analytics - FRx
  • Project Accounting
  • Supply Chain Management
  • E-Commerce
  • Field Service
  • Manufacturing
  • Enterprise Reporting

Customer Relationship Management (CRM)

  • Sales Force Automation
  • Field Service