Oracle EBS Managed Support Services
Assurance your Oracle EBS
operations is expertly
managed, secure, and compliant.
Assurance your Oracle EBS operations is expertly managed, secure, and compliant.
Vigilant Service Areas
While we have the skills and competencies to tailor our support to your IT operating environment, the following provides an idea for some of our support competencies. If you don’t see it mentioned, call us to find out if we can provide coverage, regardless of the technology.
Supported Versions and Releases
• Oracle E-Business Suite Release 11.5 and later
• All associated technologies such as Oracle Database, Oracle Fusion Middleware, and more
Supported EBS Product Areas
• Financials, including PTP, CTC/OTC, (i) Receivables, Payables
• Human Capital Management (HCM), including Payroll
• Procurement
• CRM and Order Management
• Manufacturing
• Logistics
• Projects
• Service
• Asset Lifecycle Management
Supported Technologies
• Oracle RDBMS
• Oracle Alerts
• BI Publisher / Reports
• Forms
• Java
• PL/SQL
• Workflow
• Integration
• Internet Application Server (iAS)/Weblogix
• Application Framework (OAF)
Key Constructs of Vigilant’s EBS Managed Services
Partnership and Transparency
Our support teams act as an extension of your team, working on your behalf. We eliminate the ‘black box’ support model to ensure you have awareness of risks, issues, and opportunities.
Flexible Managed Service Plans
Flexibility to choose from Subscription, Fixed Scope, Staffing, On Demand, Nearshore, Offshore, Hybrid.
Predictable Costs
Peace of mind for cost escalations for our services.
Global Coverage
We operate in North America, South America, and Asia to provide global coverage.
Dedicated Service Delivery Manager
Dedicated delivery leader to oversee service execution and support new initiatives.
Certified and Experienced Analysts Assigned
Named support personnel that act as an extension of your team.
24x7x365 Monitoring
Predictive and proactive performance monitoring to ‘health check’ your operational systems and operating environments to ensure 99.99% uptime and maximized throughput.
Documented Service Level Agreements
Meet or exceed documented SLA's wherever applicable.
Cloud and Infrastructure Administration
Proactively monitor, manage, and report health status with performance optimization & recommendations.
Support Packages
Vigilant’s Oracle EBS managed support services offers tailored support packages that align with your business and IT operations, and we offer tiered services to help simplify our service and support offerings. Any of our other services can easily be added to build you the customized, one-stop for all your managed support services.
| Basic | Premium | Platinum |
| * | Oracle Cloud Application | ✓ | ✓ | ✓ |
| * | Roles & Security |
✓ | ✓ | ✓ |
| * | OTBI/BI Publisher Reporting |
✓ | ✓ | ✓ |
| * | Integrations |
✓ | ✓ | ✓ |
| * | My Oracle Support (Service Requests) |
✓ | ✓ | ✓ |
| * | Period End Closing |
✓ | ✓ | ✓ |
| * | Quarterly Patch Release Testing | User Supported | Automated | Automated |
| * | License Audit | Annually | Bi-Annually | Quarterly |
| * | Periodic Health Checks | Annually | Bi-Annually | Quarterly |
| * | Application Enhancement Recommendations |
✓ | ✓ | ✓ |
| * | Vigilant Shield Services (Special Projects, New Developments, Report Development, Process Enhancement, Robotic Process Automations) |
40 Hours / Month | 80 Hours / Month | 160 Hours / Month |
| * | Audit Support | ✓ | ||
| * | Year End Support | ✓ | ✓ |
| * | Business Hours | 8 x 5 | 12 x 5 | 24 x 7 |
| * | Email Support | ✓ | ✓ | ✓ |
| * | Telephone hotline for Urgent (Critical Issues) | ✓ | ✓ | |
| * | Training (Basic) | ✓ | ✓ | ✓ |
| * | Training (Advanced) | ✓ | ✓ | |
| * | Update User Training Manuals | ✓ | ✓ | ✓ |
| * | Critical (System Down) | Within 1 Business Day | 4 Business Hours | 60 Minutes |
| * | High | Within 24 Hours | Within 1 Business Day | 4 Business Hours |
| * | Medium | 72 Hours | Within 2 Business Days | Next Business Day |
| * | Low | Within 7 Business Days | Within 1 Week | Within 2 Business Days |
| * | Data Conversions / Mass Uploads | ✓ | ✓ | ✓ |
| * | Oracle Integration Cloud (OIC) | ✓ | ✓ | ✓ |
| * | PaaS Solution Support | ✓ | ✓ | ✓ |
| * | Infrastructure | ✓ | ✓ | ✓ |
| * | Talent-as-a-Service (TaaS)? What is this? | Project Based Support Available | Project Based Support Available | Project Based Support Available |
Numbers speak
Proud of our accomplishments, but long way to go.
Certifications
Recent Engagements
Utilities
A regional power company in New England trusts Vigilant to manage their EBS applications with DBA support.
Mining
The largest gold mining company in the world trusts Vigilant to manage their EBS ERP, HCM, EPM, and OBIEE applications.
Manufacturing and Engineering
- A global masterbatch manufacturer that specializes in custom color and additive masterbatches trusts Vigilant to manage their EBS ERP application.
- A multinational conglomerate corporation and the largest industrial manufacturing company in Europe trusts Vigilant to manage their EBS ERP application.
- A conglomerate of business that makes up the leaders in industrial actuation and control solutions with over $1 billion in revenues trusts Vigilant to manage their EBS applications.
Our Clients
Vigilant is proud to serve as a trusted IT advisor to companies in many industries across North America and the world.
Why choose us?
Partnership & Transparency
We eliminate ‘black box’ support models and act as an extension of your team, ensuring you are aware of risks, issues, and opportunities.
Flexible Managed Service Plans
Choose from a range of options to meet your specific needs and budget.
Global Coverage
We operate across North America, South America, and Asia, providing global support.
Dedicated Service Delivery Manager
You’ll have a dedicated leader overseeing service execution and supporting new initiatives.
About Us
We are the leading North American Oracle partner that empowers organizations to unlock their full potential. With a strong focus on Oracle applications and peripheral technologies, we deliver exceptional solutions that maximize investments, drive efficiency, and enable seamless implementation.
Our expert knowledge spans across multiple industries and we leverage cutting-edge tools like Microsoft solutions, Cloud and Network Infrastructure, and Digital Transformation technologies.
With a proven track record of success, a partnership approach, and a commitment to responsiveness, we stand out as a trusted and reliable partner. We are dedicated to delivering superior quality work, providing exceptional value, and helping businesses thrive through transformative cloud solutions.
