Accenture (UK) Limited

Certus Solutions - engage™ Business Support Services - Oracle ERP, HCM and Payroll Cloud

engage™ Business Support Services (BSS) delivers a comprehensive and unique managed services support package specifically designed for Oracle© ERP, HCM and Talent Acquisition (Taleo) Cloud, providing peace of mind protecting a customer’s investment. The service also provides support for Certus HR Case Management Applications.


  • End-to-end digital by default service for Oracle Cloud implementations
  • Tailored Service to meet individual Client's Needs
  • Third Line Support Service via Web Based Portal
  • Continual Solution Assurance
  • Configuration Warranty for contract term
  • Dedicated Service Management Function
  • ITIL Backed processes and Service Level Agreements
  • Coordination with Oracle Support Desk and Centre of Excellence
  • Flexible utility based pricing on PAYG or annual Fixed Price


  • Proven delivery approach for support of Oracle Cloud Services
  • Backed by ITIL policies, procedures and protocols
  • Managed by robust Service Level Agreements
  • Provides client choice for small project development
  • Leverages Certus Solutions Intellectual Property from SaaS implementations
  • On-going Support Service protecting customers investment through upgrades
  • Continuous Solution Assurance
  • Configuration Warranty for contract term
  • Knowledge transfer through education and continuous training


£875 per person per day

Service documents

G-Cloud 10


Accenture (UK) Limited

Simon Mitchell

++44 (0) 7702 234537


Planning service No


Training service provided No

Setup and migration

Setup and migration
Setup or migration service available No

Quality assurance and performance testing

Quality assurance and performance testing
Quality assurance and performance testing service No

Security testing

Security testing
Security services Yes
Security services type
  • Security strategy
  • Security risk management
  • Security design
  • Cyber security consultancy
  • Security testing
  • Security incident management
  • Security audit services
  • Other
Other security services
  • Security Governance and Compliance
  • Application Security and Data Protection
  • Security Monitoring and Response
  • Digital Identity Management
  • Threat and Vulnerability Management
  • Endpoint Protection
  • Threat Intelligence Analysis Platform
  • Certified Security Testers
Certified security testers Yes
Security testing certifications
  • Other
Other security testing certifications
  • OSCP
  • OSCE
  • CEH

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 Engage™ Business Support Services provides a comprehensive on-going support package to protect a customers' investment in Oracle ERP, HCM and Talent Acquisition Cloud post go-live, providing comprehensive 3rd line support to manage the configuration and handle upgrades seamlessly. The offering has been designed specifically for Oracle Cloud Applications customers and delivers the following services: • Service Delivery Management - To monitor the service and ensure expectations are being met • Service Desk - Access support via telephone, web portal, and email • Fix-on-fail & SR Management - Investigation and resolution of any unexpected failures and liaison with Oracle as required • How To’s - Any question in relation to the use of the in-scope modules • Change Requests - Changes and enhancements to the solution such as integrations, reports and additional configuration • Training - Formal training or ad-hoc knowledge transfer sessions • Upgrade Planning - Proactive planning and preparation for upgrades including arrangements with software vendor on preferred outages, patch timings, and environments • Regression Testing - Regression testing following product upgrades or major patches • Release Management - Deployment of fixes into staging areas and management of approval and release into Live

Service scope

Service scope
Service constraints Support is primarily undertaken remotely from our Headquarters in Guildford, Surrey by Security Cleared members of staff within the support hours stated. However engage™ Business Support Services has been designed to be flexible and therefore can be tailored to each clients individual requirements.

User support

User support
Email or online ticketing support Email or online ticketing
Support response times Engage™ Business Support Services - 09:00 - 17:00 Monday to Friday. Additional Service Hours; Weekend and Bank Holiday can be supported if required. The offering is tailored to the Client's individual need.

Severity 1 Response 30 mins / Severity 2 Response 2 hours / Severity 3 - Response 4 hours.

Incident escalation process is available.
User can manage status and priority of support tickets Yes
Online ticketing support accessibility None or don’t know
Phone support Yes
Phone support availability 9 to 5 (UK time), Monday to Friday
Web chat support No
Support levels Engage™ Business Support Services provides a comprehensive application ISO9001 support service designed to protect a customer’s investment and provide easy access to a broad range of expertise delivering 3rd line support services. The service can be tailored to an individual clients needs and offers total flexibility in terms of commercial models from "Pay As You Go" and Fixed-Fee Multi-Year arrangements. (see Pricing Template). The Service is supported by a dedicated support team including Service Managers.


Supplier type Reseller providing extra support
Organisation whose services are being resold Oracle

Staff security

Staff security
Staff security clearance Conforms to BS7858:2012
Government security clearance Up to Developed Vetting (DV)


Price £875 per person per day
Discount for educational organisations No


Pricing document View uploaded document
Skills Framework for the Information Age rate card View uploaded document
Service definition document View uploaded document
Terms and conditions document View uploaded document
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