Namos Solutions Ltd

eNlighten - Oracle Cloud Support for Oracle ERP, EPM and HCM

Providing full project lifecycle management to get your organisation on to an Oracle Cloud Software as a Service (SaaS) solution, including data migration, integration, testing and deployment. We will manage the process with you and provide support for forthcoming upgrades and security patches.

Features

  • Fast deployment in order to stand up rapid SaaS solution
  • As Oracle ERP specialists our offerings can be tailored
  • Bespoke solutions that cater for all organisations
  • ERP & Procurement Fixed Service Offering
  • Procurement & Expenses Implementation & Support
  • Service Cloud Implementation & Support
  • Eloqua Implementation & Support
  • Sales Cloud Implementation & Support

Benefits

  • Fixed Service Offering reduces deployment time
  • Planned phases reducing risk and controlling costs
  • We manage the Cloud solution, you manage your business
  • Take 1 module or Saas offering at a time
  • Link Sales Cloud to ERP & Procurement
  • Cutting edge Eloqua Marketing Cloud
  • Service Cloud (formerly RightNow) for your helpdesk

Pricing

£550 per person per day

  • Education pricing available

Service documents

G-Cloud 10

180790601662050

Namos Solutions Ltd

Chris Mason

0845 299 6220

cmason@namossolutions.com

Planning

Planning
Planning service Yes
How the planning service works Namos will work with you to assess the feasibility of Oracle’s Cloud Offerings. The objective is to move at a pace you are comfortable with and discuss any areas you are unclear about or need further clarification.

Oracle Cloud Applications provides a modular approach allowing organisations to select individual Application Pillars, or the ERP Suite in its entirety. Oracle Cloud Applications multiple deployment options provide flexibility to tailor the solution to your needs. This flexibility allows customers to adopt a “big bang” or phased implementation approach depending on business needs or complexity.

Namos Solutions engage with your organisation at any level, whether just for advice or to larger engagements such as Scoping Studies, System Reviews, Planning and Future Road Mapping. Our team are experts in Programme, Project and Change Management, and have significant years of business and Oracle experience across a variety of industry sectors. We are happy to engage with our clients on engagements that range from a single day to many years, and provide our services as and when required by you, according to your budget and needs.
Planning service works with specific services Yes
Hosting or software services the planning service works with
  • Oracle SaaS
  • Oracle PaaS
  • Oracle IaaS

Training

Training
Training service provided Yes
How the training service works Namos provides training on cloud software and services in a number of ways, depending on the customer and it's user needs.

Firstly, as part of the project we work WITH the customer to provide their Cloud solution, not just do it to them. In this way the customer is involved in all phases and has a better understanding of their system, how it is designed, configured and used. This process of Knowledge Transfer starts right at the beginning of the project between Namos and customer team members and continues throughout. The customer is then able to be relatively self-sufficient when supporting any issues post go-live, if they want to be, or at the very minimum have champions or superusers in the organisation for future planning and solution improvements.

Secondly, training of the testers and end users can be carried out in a variety of styles, including webinars, hands-on classroom sessions, or one to one depending on the number of trainees and the complexity of the module or area of learning.

Thirdly, we provide training specific to support teams who the customer may have in place internally who need to know how the system operates and how to resolve issues.
Training is tied to specific services Yes
Services the training service works with
  • Oracle SaaS
  • Oracle PaaS
  • Oracle IaaS

Setup and migration

Setup and migration
Setup or migration service available Yes
How the setup or migration service works Namos Solutions engage with your organisation to ensure your transition to cloud services runs as smoothly as possible.

We will showcase the standard common Cloud processes for each module or area of need, so as to provide an early view of how your system will look and in so doing, determine where there are any areas that don't work for you.

The Namos team will work WITH you to complete the templates needed that provide the information required to configure the system, including items such as Chart of Accounts, Calendars, and Hierarchies.

These templates are then uploaded to the test system forming the basis of the main configuration, and are easily repeatable when needed for cutover to Live.

Data can be migrated from various sources (the volume and method will be agreed), or entered manually, so as to provide the customer with a view of their data running through the end to end processes based on the configuration in conference room pilots (CRPs).

Any issues are dealt with and reconfigured and retested to ensure suitable sign off prior to training and full UAT, and finally cutover to Production.
Setup or migration service is for specific cloud services Yes
List of supported services
  • Oracle SaaS
  • Oracle PaaS
  • Oracle IaaS

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service Yes
How the quality assurance and performance testing works Namos provide rigorous testing of the solution prior to deployment, based on your test scenarios, so you are comfortable it works for your organisation and it's processes.

It starts though at the design and Conference Room Pilot phase where the system is configured and "played back" to you so you can see early on in the project any issues or gaps that need addressing. By attending to these asap, changes can be tested thoroughly through end to end testing including integration with other systems.

The Oracle SaaS solution by its very nature has been designed to facilitate best practise so core processes will work as a matter of course, and this also means future (currently twice yearly) upgrades will work seamlessly. However Namos work with you for each upgrade post go live to test your specific system, based on the test scenarios from the implementation project, so you only have to execute a minor UAT leaving you to manage your business not your system.

Security testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Cyber security consultancy

Ongoing support

Ongoing support
Ongoing support service Yes
Types of service supported Hosting or software provided by a third-party organisation
How the support service works Namos provides Managed Services support to cover all aspects of the Oracle Cloud solution, from Infrastructure (IaaS), Database (DbaaS), Platform (PaaS), to Applications in SaaS.

Unlike many Oracle Cloud system integrators, Namos run their own organisation on the products they support, so are ideally placed to support Oracle customers needs. Namos has to upgrade it's systems, as the customers do, and so we rigorously test our own, thereby already doing the ground work of testing our Managed Services customers as well. We will take your test scenarios to ensure your core processes will continue to work, meaning you'll only require to carry out a small amount of UAT before moving to Production, leaving you to manage your business, not your system.

Namos will provide access to a web based portal built and developed using Oracle Service Cloud and a helpdesk for phone calls and emails so your IT help desk can interact easily to report issues and monitor their progress.

Namos will work with yourselves and Oracle to manage all scheduled downtimes for the Production system, in order to ensure the process is agreed and followed by all parties for updates and new releases to be completed successfully.

Service scope

Service scope
Service constraints Support models vary in the mix of base and call off support, and times required i.e. 8am-6pm weekdays is standard but 24/7 is available, as well as a mixture of on site or remote working.

Fixed Service Offerings for migration to Cloud SaaS are limited in scope and are available on request, as they are designed for a Single entity rapid implementation.
Configure customer specific organizations:
One Legal Entity
One Data Group
One Business Unit
Configure One Ref Data Set, Set Assignment
Configure One Enterprise
Configure and Load One Chart of Accounts
Configure One Asset Book (no tax book)

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Question response times generally depend on severity of issue, and the base support level agreed with the customer i.e. inside working hours, or at weekends etc. Any time from 15 minutes onwards.

Namos use Oracle Service Cloud as a portal and helpdesk for customers to raise and monitor support calls. This system also has a number of FAQs for users to search for any common problems and possible resolution strategies.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility WCAG 2.0 AA or EN 301 549
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support Web chat
Web chat support availability 9 to 5 (UK time), Monday to Friday
Web chat support accessibility standard WCAG 2.0 AA or EN 301 549 9: Web
Web chat accessibility testing None, as it's not our product. Oracle Service Cloud is used worldwide, so suspect it works with assistive technology users.
Support levels Namos services are constructed using a combination of Base Support (i.e. fixed cost) and a flexible Call-Off Time arrangement.
Namos offer our Clients the ultimate level of commercial flexibility by constructing a multi-dimensional matrix of:
Service Element (e.g. User Access)
eNlighten Process (e.g. Incident Management)
Commercial Approach (Base Support or Call-Off Time)

Pay per Use - the Client opts to pay a low monthly retainer fee for the core eNlighten service management framework. All work undertaken on Incident, Problems, Change Requests, etc. is then facilitated by way of Call-Off Time. This model is particularly attractive to customers who either: have an internal support capability and are engaging Namos as a 3rd line ‘insurance policy’; or where the Client has an expectation that call volumes will be low and therefore manageable under Call-Off Time

Predictable - Clients who require a predictable operational expenditure support model might opt for a Base Support offering which includes an unlimited number of Incidents / Problems; coupled with an anticipated catalogue of Service Requests. In this scenario, Call-Off Time would be used for change/enhancement work only – or may not even be required

A Service Account Manager is appointed. Pricing is variable on model and size.

Resellers

Resellers
Supplier type Reseller providing extra features and support
Organisation whose services are being resold Oracle Corporation Inc

Staff security

Staff security
Staff security clearance Other security clearance
Government security clearance Up to Security Clearance (SC)

Pricing

Pricing
Price £550 per person per day
Discount for educational organisations Yes

Documents

Documents
Pricing document View uploaded document
Terms and conditions document View uploaded document
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