Managed Service Desk
Codec can provide a wide range of services such as:
Contact Codec Service Desk:
- +44 (0) 207 8732 198
At Codec we think differently about support. We’ve developed a support offering that protects your business while at the same time helps you realise maximum value from your investment.
First and foremost we will make sure that your system is always up and running. Our dedicated product specialists on the ground in London can react quickly to support requests and be on-site / access remotely at short notice.
Our capabilities include the ability to offer support for our global clients, either as first or second line support, depending on your needs.
Codec provides support via our London-based Managed Services Desk for Oracle Hyperion performance management and business intelligence applications. We apply industry standard incident management practices, including escalations to on-site cover for critical issue resolution.
- Standard support: Access to our support team in London Monday to Friday 9am to 5pm.
- Premium Support: 24/7 access to our online customer incident tracking system (portal and online knowledgebase).
- Proactive monitoring and predictive analysis of customer systems.
- Guaranteed 24 hour response time to non-critical issues.
- Guaranteed 8 hour response time to critical issues
- On-site support when required
- Complete root-cause analysis of issues, with a view to further prevention.
- Access to an assigned Support Manager who carries out monthly service review of reports on logged incidents.
- Access to Oracle certified senior level application specialists.
- Annual preventative maintenance assessments and health checks.
- Minor software upgrades / patches.