Support Revolution provides independent third-party support for your Oracle systems. We provide our own in-house legislative and regulatory patches, effectively replacing your vendor in the support relationship. On average, we saved our customers 64% last year on their Oracle Support.
Every Support Revolution customer receives a dedicated account manager, a level of customer service not offered by Oracle. Your account manager is always aware of the state of your systems, reducing any time needed to fix issues, and enabling us to offer a best-in-class SLA – not only for response, but resolution too.
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During our time in the ERP industry, we have come to understand Oracle and SAP’s products and processes, and we have built up focused teams of technical experts, both knowledgeable and dedicated to their crafts. We have opened offices in the UK, India, Russia, and the Middle East, which has given us global coverage to provide our exceptional service worldwide and 24/7.
Our teams work closely with each customer, so that we can better understand their systems and specific requirements. We work in partnership with our customers, making it our goal to provide a truly bespoke and worthwhile service.
We have designed our internal processes to follow the practices of ITIL and our ISO 9001 and ISO 27001 certifications. Using these measurements of as the ‘base level’ of quality within our organisation, we can far exceed Oracle and SAP’s support guidelines.
Although we can exceed their level of support service, we always ensure that our technology and delivery teams follow Oracle and SAP’s development standards.
We can provide patches or workaround solutions that do not disrupt the core code of your Oracle/SAP software, which means that if your organisation ever wanted to return to the vendor for support, it can do so without disruption.
If you contact us with an issue report, you will receive a call or an email from a genuine person. We will provide a clear incident plan, establishing timelines on when you can expect a response and a resolution.
We will fix the incident for you, rather than expecting you to find your own answers, and where necessary, we will develop and provide the patches you need to get your systems back to Business as Usual (BAU) status.
In the very unlikely scenario that we miss our targets for response and resolution, we will provide service credits as a means of recompense – something else that the vendors do not offer.
Our third-party support provides organisations a chance to make substantial savings, without having to compromise on the software and services on which it already relies.
When hearing that we can save customers at least 50% on their Oracle/SAP support bills, some may assume that we do this by providing a reduced service.
Not so. In fact, we maintain that we can provide an enhanced level of service compared to the vendor, and still save your organisation a minimum of 50% (though last year, we saved our customers an average of 64% on their support bills).
The money that we can save organisations can range from hundreds of thousands to millions every year; and all of it can be reinvested back into the business. We’re helping our customers invest in their own futures, while also providing a better service.
We originally started out in 1998 as an Oracle/SAP consultancy, working alongside the vendors to provide support and maintenance to the customers that needed it.
While this certainly provided invaluable ‘hands-on’ experience with the software itself, the directions the vendors were taking didn’t fit into our own visions of what a support partner should be. Rather than go along with the vendors’ processes, we instead decided to secede from Oracle and SAP, and in 2012, we redefined ourselves as an independent third-party support provider.
The key difference was that we brought with us all the Oracle/SAP knowledge and experience we’d built up since 1998.