Oracle Managed Services | Cloud HCM
Chartwell Strengthens
Oracle Apps with
Vigilant Managed Services
Chartwell Retirement Residences Strengthens Oracle Applications with Vigilant Managed Services
Customer
Chartwell Retirement Residences
Location: Mississauga, Ontario, Canada | Industry: Elder Care Services | Revenue: $570+ Million
Challenge
Chartwell is Canadaʼs largest provider of seniorsʼ housing and retirement living communities, serving approximately 25,000 residents across four provinces. With a mission centered on delivering a happier, healthier, and more fulfilling life for seniors, Chartwell operates a full continuum of care — from independent living to assisted living and long-term care — at significant national scale.
To support its workforce operations, Chartwell engaged Vigilant to provide Oracle Cloud HCM Application Managed Support across Global HR, Payroll, Benefits, and Absence Management. The engagement is designed to ensure production stability while delivering a consistent, well-governed support experience for both business and IT stakeholders.
Solution
Vigilant’s Oracle managed services team provides functional and technical support, diagnosing configuration and standard functionality issues, coordinating resolutions, managing Oracle Service Requests, and deploying fixes. The team also supports critical operational cycles — including month-end, quarter-end, and year-end — where system reliability and timely issue resolution are essential.
To maintain platform stability and currency, Vigilant coordinates Oracle releases across non-production and production environments, including patch testing and User Acceptance Testing. Additional services include OTBI and custom reporting support, integration and interface maintenance, and PaaS enhancement development. Chartwellʼs ServiceNow framework is utilized for defined approvals, reporting, governance, and audit-readiness aligned to SOX.
Scope
- Oracle Fusion Cloud HCM
- Global HR
- Payroll
- Benefits
- Absence Management
- Reporting & Analytics
- OTBI and custom reporting (development, testing, training, documentation)
- PaaS Extensions
- New add-ons, break/fix for PaaS applications
- Integrations
- Development and maintenance of inbound/outbound interfaces with third-party applications
- Updates to existing Oracle integrations
- Support Operations Tooling
- ServiceNow (ticket intake, prioritization, approvals)
- Oracle Service Requests (SRs) for standard functionality breaks and P1/P2/P3 issues
Key Results
Predictable Monthly Support Model — with competitive rates.
Defined monthly capacity — with flexibility + rollover allowance.
Highly responsive SLAs included.
The Vigilant Managed Services teamʼs commitment to disciplined incident management and continuous improvement helps keep our Oracle Cloud HCM environment stable and dependable. Their subject matter expertise across functional support, reporting, integrations, and release testing enables us to address production issues efficiently while maintaining strong governance and documentation.
Could we help you with a similar service?
Vigilant is North America’s leading boutique Oracle Partner, bringing two decades of excellence to business apps and IT infrastructure. With a track record of supporting over 200 clients, our flexible onshore and offshore consulting teams provide comprehensive solutions for any industry.
Could we help you with a similar responsibility? Please write to info@vigilant-inc.com or use the form below: