Maximize your Oracle Cloud investment with tailored, around-the-clock dedicated support from certified experts.
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Includes complete end-to-end service desk, incident management process to track day to day activities, open tickets, root cause analysis & issue logs
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Always available, SLA based support that positively improves Application Adoption by Users
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Dedicated Customer Success Manager & Executive overview to ensure quality & timely responses to meet the strategic objectives
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Flexibility to choose from Subscription, Fixed Scope, Staff Leasing and On Demand resourcing|
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Includes Oracle SR Management, Org Change Management, Minor Changes in Business Processes, Bulk Data Updates
How support access works
Customers can use support.gosaas.io, that provides round the clock support services to its customers.
Once you contact GoSaaS support, a ticket is generated against the request.
The support team prioritizes and addresses the reported issue. All issues after go-live get entered on support.gosaas.io to ensure timely resolution.
Customer resources will be added to the ticketing system upon kick-off.
How it works
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Onboarding your resources to the GoSaaS ticketing system:
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Create user accounts for relevant team members
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Grant access to the customer portal for ticket creation
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Once a ticket is created, a system generated notification email is sent to the GoSaaS support team.
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Support admin reviews the ticket to assess the issue and its associated severity and assigns it to the relevant team/agent
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The assigned agent notifies the customer that their ticket is being reviewed and that the team is working on its resolution.
For initial tickets, member of the implementation team will be assigned to address the issue as they have most context regarding the implemented system.