Our Oracle Cloud ERP Managed Support Service Level Agreement (SLA) and Approach

Fusion Practices


May 23, 2022

Fusion Practices’ goal is to deliver and exceed the agreed service and quality levels in Oracle Cloud ERP Managed Support Services by providing best practices, shared knowledge and guidelines to activities that contribute to IT operational excellence, using the Information Technology Infrastructure Library (ITIL) methodology and pre-agreed Service Level Agreements (SLA). Our Managed Support Services are an integrated offering that helps customers drive strategic initiatives and achieve cost-benefit on customer’s investment.

Our support program is bundled with various essential services such as proactive monitoring, environment management, problem management and is more than merely an incident/ticket-based service. This end-to-end ownership enables our clients with the best user experience thus ensuring minimum or no disruption to customers’ BAU processes. 

This blog highlights the business processes and modules included as part of the managed support offered by us in Oracle Cloud Financials, HCM and EPM that includes PBCS, FCCS, ARCS and Narrative reporting:

Work Area

Oracle Fusion Financials Cloud Service 

Oracle Fusion Expenses Cloud Service 

Oracle Fusion Self Service Procurement Cloud Service 

Oracle Fusion Purchasing Cloud Service 

Oracle Fusion Sourcing Cloud Service 

Oracle Fusion Supplier Portal Cloud Service 

Oracle Fusion WebCenter Forms Recognition Cloud Service 

Oracle Planning and Budgeting Cloud Service 

Oracle Fusion Human Capital Management Base Cloud Service 

Oracle Fusion Goal and Performance Management Cloud Service 

Oracle Fusion Talent Review and Succession Management Cloud Service 

Oracle Fusion Workforce Compensation Cloud Service 

Oracle Talent Acquisition and Recruitment Cloud Service




Narrative reporting

Modules/High Level Processes 

General Ledger, Payables, Cash Management, Assets and Receivables modules covering Record to Report, Procure to Pay, Acquire to Retire, Receivables, Cash/Bank management processes 

Employee reimbursements and advances 

Requisitioning process 

Purchaser Orders, Agreements, Contracts and Change Orders

Negotiations, RFP, RFI, RFQ, Bid 

Supplier management 

Invoice scanning  

Reporting, Planning, Budget, Forecast, Scenario modelling 

Core HR processes, Absence, Benefits, Onboarding, Workforce Management 

Goal and performance management for employees, contractors, partners etc 

Talent Management and Workforce Compensation Cloud Service for your employees, contractors, partners and any other individuals that are managed and/or tracked 

Sourcing, Screening, Interview & onboarding of candidates Oracle Talent Acquisition and Recruitment Cloud Service 

Finance consolidation and last mile reporting for MI and regulatory submissions 

Planning, budgeting and forecasting 

For account reconciliations across source systems and GL 

For Management information packs 

Our Managed Support Structure services are provided across Oracle Cloud Financials, Oracle HCM, EPM, Oracle PAAS databases, Oracle Cloud Infrastructure. Our typical structure is outlined as below:

Incident Management

  • Logging , Categorisation , Prioritisation & Assignment & Resolution
  • Task creation & management
  • SLA & Escalation management

Release Management

  • Release and Deployment Management
  • Release building and designing
  • Planning
  • Rollout Planning
  • Testing Communication

Problem Management

  • Proactive reviews of incidents
  • Problem logging
  • Investigation and diagnosis
  • Permanent resolution

Regression Testing

  • Fusion Practices CloudTestMate for automated, faster and accurate testing
  • Producing Regression Test Pack (UAT Test scripts)
  • Support team will enhance test scripts as per the changes/upgrades

Change Management

      • Enhancements and value add
      • Co-ordinate with Company Level 1 and FPMS Level 2 & Level 3
      • Assessing & Presenting the changes in CAB for authorisation

Performance Testing

  • Performance testing through the automated testing tool.
  • Regular monitoring detailed reports provided by Oracle on the performance
  • Deviations on performance raised with Oracle for troubleshooting/Resizing the environment

Configuration Management

  • Configuration identification
  • Planning & Configuration control
  • Version control
  • Verification and functional, system and physical audit

Minor Enhancements

  • Minor enhancements, changes bundled as part of the Managed support
  • Package each minor enhancement for release, handing over to customer for final integration and user acceptance testing, and promotion to production

Event Management

  • Continuous & Proactive monitoring and alerting
  • End to end monitoring of all Oracle applications
  • Monitoring production services – applying both proactive checking and in response to Incidents

Environment Management

  • Engaging with Oracle for P2T activities
  • Collaborating with different teams – In Flight Projects and support to allocate environments
  • Environment Calendar maintenance

Fusion Practices through its various managed support engagements have gained in depth knowledge in Oracle applications especially in Oracle Cloud ERP. Fusion Practices support model provides comprehensive support for all Information Technology Infrastructure Library (ITIL) functions across all components and including escalations to Oracle, the application vendor.

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