Astute will discuss your needs and we will mutually agree on a Flex Support Statement Of Work and pre-purchase an allocation of hours against which your support tickets can be noted. We’re then available for you 24x7x365 for severity one issues and regular business hours for anything else. If you use your hours, you can easily add more to them based on your need. You will only pay for Flex Support hours when you use them.
You can use your Flex Support entitlement for anything in the E-Business Suite universe, and we’ll be happy to jump right in. You can pick request services in the following areas:
You can use E-Business Suite Flex services for any of the following:
For severity-one matters, there is 24x7x365 support — any day, any time. In less-severe circumstances, our team can be contacted Monday to Friday, 9-5 in your particular timezone. Due to the nature of this offer, we are unable to provide an acknowledgment and resolution SLA beyond that of professional best effort. What we do strive for is a cohesive working relationship with your team to make the support process as seamless as possible.
If you wish to continue the engagement, all you need to do is simply issue a purchase order for more hours from the packaged offering of your choice. We try to accommodate as many enterprise needs as possible with our packed offerings, so talk to one of your team members to learn which one is right for your current EBS needs.
When you agree to our statement of work, you agree that the choice regarding how this situation is handled is in your hands. You can choose to agree that you will purchase additional hours within five business days of running out, and we will continue to work matters without interruption, or you could choose to have work on the matter stopped in place until more hours are purchased.
Yes, we want to ensure that you have plenty of time and flexibility to utilize the services you need, but we can’t allow hours to have an unlimited life. The hours you purchase expire 365 days after the issuance of a Purchase Order.
As onboarding even a minimal team does take time, we ask that if you would like to sign up for the service that you purchase a minimum of eight hours at that time. These onboarding hours will not be billed against your entitlement.
The answer will depend on the types of services you intend to use and with what frequency you intend to use these services. Our intent would be to find the method that is easiest for you and for our team based on the type and amount of work.
Your Service Delivery Manager will provide you with a report each calendar month that describes your usage of the service by service category, ticket, and time consumed. This helps us develop an optimal service cadence and enables you to assess how your usage is best applied.
Yes, we can let you know, but there aren’t any hard and fast rules here as each customer has their own consumption rate. Eight hours might last weeks for one customer and only a few days for another. You can rest assured that we will be as transparent as we can possibly be with regard to your usage of the service.
Due to the nature of this offering, we are unable to offer a refund for pre-purchased hours. We are confident in our ability to deliver a solution that you will appreciate and love and will do everything in our power to make sure you get maximum value from your engagement with Astute Business Solutions. We feel that the E-Business Suite Flex Support service has enough flexibility and breadth to allow you the opportunity to utilize the hours you’ve purchased before they expire.
From PeopleSoft HCM Time and Labor and Absence Management to PeopleSoft Campus Solutions Financial Aid, Gallaudet uses Flex Support to call on experts when needed.
SDI uses Astute's deep PeopleSoft Finance and Supply Chain Management application experience and skilled labor to deliver timely solutions to its MRO customers.
Whether you are operating in the Cloud or on-premise, you need a trusted partner who can be there when you need them and is invested in your success as much as you are. Picking the right partner can make all the difference.