PeopleSoft Flex Support

  • Overview
  • Details
  • FAQ
  • Experience

PeopleSoft Flex Support for When You're in a Jam

Many organizations are able to manage their PeopleSoft environments perfectly well. However, sometimes they run into challenges that they haven't seen before and could use a little bit of guidance to get through a rough patch. PeopleSoft Flex Support is the perfect solution for seasoned, professional support on an as-needed basis.

 

Businessman with headsets using computer in office at night

How Does It Work?

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 PeopleSoft universe, and we'll be happy to jump right in. You can pick requests services in areas including technical development, functional consulting, new feature prototyping, PeopleSoft administration, database administration, performance tuning, upgrade, and more. 

Trusted, Expert Advice Through PeopleSoft Flex Support

Support services provided by a global team of PeopleSoft experts. These are the premiere, A-list support engineers you would expect to work with when stakes are high and challenges are tough.

What's Included?

You can use PeopleSoft Flex services for any of the following:

  • Infrastructure Support/Advisory Services
  • Platform Support/Advisory Services
  • Database Support/Advisory Services
  • Middle-Tier Support/Advisory Services
  • Tuning Services (infrastructure, Platform, Database, Middle-Tier, or Application)
  • Development Services (full life cycle)
  • Integration Services (full life cycle)
  • Application Technical Support/Advisory Services
  • Application Functional Support/Advisory Services
Smiling friendly handsome young male call centre operator or client services personnel beaming as he listens to a call and checks information on his computer monitor

PeopleSoft Support Services FAQ

Frequently asked questions for Astute Business Solution's PeopleSoft Flex Support Program

What is the service level agreement offered for PeopleSoft Flex Support?

For severity 1 matters, there is 24x7x365 support. For other severities, matters will be worked M-F, 9-5 in your timezone. Due to the nature of this offer, we are unable to provide an acknowledgement and resolution SLA beyond that of professional best effort.

What happens when I run out of hours?

If you wish to continue the engagement, you would simply issue a purchase order for more hours from the packaged offering of your choice

What happens if I run out of hours in the middle of a support situation?

When you agree to our statement of work, you will make a choice regarding how this situation would be handled. You can choose to agree that you will purchase additional hours within 5 business days of running out and we will continue to work matters without interruption, or you could choose to have work on the matter stop in place until more hours are purchased.

Do the hours I purchase have an expiration date?

Yes, we want to make sure 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 from your issuance of a Purchase Order.

Do I have to purchase hours in order to onboard your team and sign the statement of work?

As onboarding even a minimal team does take time, we would ask that if you would like to sign up for the service that you purchase a minimum of 8 hours at that time. Onboarding hours will not be billed against your entitlement.

Once I have signed up for the service, how do I engage your team?

The answer will depend on the types of services you intend to use, and with what frequency you intend to use the 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.

How will I know where I stand against my entitlement?

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.

Will you let me know if I’m getting close to my entitlement?

Yes, we can let you know, but there aren’t any hard and fast rules here as each customer has their own consumption rate. 8 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.

If I sign up and determine that it's not meeting expectations or needs, will you offer a refund on unused hours?

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 value from your engagement with Astute Business Solutions. We feel that the PeopleSoft Flex Support service has enough flexibility and breadth to allow you the opportunity to utilize the hours you’ve purchased before they expire.

Get Expert Help When You Need It The Most

These customers used Astute's PeopleSoft Flex Support to keep their projects on track by extending their team's capabilities for critical projects with on-demand consulting services. 

GALLAUDET UNIVERSITY USES FLEX SUPPORT TO SOLVE COMPLEX PROBLEMS

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 PEOPLESOFT FLEX SUPPORT TO AUGMENT LEAN IT TEAM

SDI uses Astute's deep PeopleSoft Finance and Supply Chain Management application experience and skilled labor to deliver timely solutions to its MRO customers. 

CHOOSING THE RIGHT MANAGED SERVICE PROVIDER IS CRITICAL TO YOUR SUCCESS

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.