Codec Managed Service Desk

Managed Services

Contact Us

If you need more information on any of our products or would like to arrange a consultation, please feel free to email or call us and we will endeavour to respond to you as quickly as possible.

info@www.codecdss.co.uk

+44 (0)207 8732 198

Codec Managed Service Desk

Certifications:

Our team of Oracle Certified specialists have many years’ experience developing and supporting Hyperion environments. The facts that we have completed more than 40 Oracle “Specialisations” and are members of Oracle’s select Hyperion EPM and Oracle BI Advisory Boards, are evidence of our proven capabilities with Hyperion.

ISO9001 - Codec UK

Technology

Our Customer Support Portal management system utilises robust incident tracking workflow, including service level monitoring and issue escalation features. We have also invested in remote access control technology, where our engineers can promptly identify issues and, where possible, resolve them as fast as possible.

Support Performance Monitoring

Support incidents can be raised with our service desk via phone, mail or our web based Customer Support Portal management system which will log the incident details and provide you with an incident ID for tracking purposes.

We track and monitor a series of key performance indicators associated with our help desk and client responsiveness; including:

  • Number of support incidents raised in the period
  • Response Time to Service Level Standard.
  • Resolution Rates by Incident Type
    • Incident Type analysis and trends.

Routine Maintenance / Health check

Codec recommends that a health check be carried out across the relevant production environments on a quarterly basis.  In order to facilitate this health check a number of monitors / logs etc are required to be setup, which can be used as a base line.  Below is an overview of the types of items reviewed:

  • Database / Cube Performance and Health
  • Archiving / Partitioning
  • Disk Space Usage / Memory Performance (Performance counters on servers)
  • System Usage Monitoring
  • Security
  • Source Data QA – Validate Check-ins/Commentary and that change management process is being followed

Software Upgrades / Patches

Codec team can assist in the recommendation of software patching and provide update plans to our customers after carrying out in-house testing and validation.

If you need more information on Codec Managed Service Desk offering, or would like to arrange a consultation, please feel free to email info@www.codecdss.co.uk or call us on +44 (0) 207 8732 198