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Proactive Monitoring
Depending on the environment, Teamsolve deploy either Oracle Enterprise Manager or Informer. Informer is Teamsolve's bespoke proactive monitoring tool, designed to proactively alert, automate day to day duties and document the system. Graded alerts are sent out to the specified support staff (email and SMS) detailing issues requiring attention. The tool is fully configurable, and can be set up to monitor client specific applications (such as interfaces) as well as the Oracle database environment.
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Central Repository
Teamsolve's central repository tracks all issues and is used as a knowledge base for all support staff. All issues relating to the client are stored. Access is provided to all Teamsolve authorised support staff. Regional based support staff have access via secure connections (VPN).
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Online Support Portal
Teamsolve have developed and implemented a web based issue tracking system. This enables both client and Teamsolve staff to raise, update, track and close issues. In addition, the portal acts as a central coordination point, detailing scheduled maintenance, contact details for support staff, management reports, recommendations etc. The Support Portal is a time tracking system which enables us to report against Service Level Agreements and track time against customer projects.
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Phone and Web Based Help Desk
Teamsolve's 24x7 UK based Help Desk is manned by named Primary and Secondary personnel allocated to provide you with best of breed support (both functional and technical). This enables you - the client - to deal with known individuals and build trust based partnerships. Your business processes/issues are understood and effective processes are built, with our DBAs integrating in to your operations.
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Oracle Collaboration Suite
Oracle's collaboration tool is a single integrated product based on a relational database, and encompasses web conferencing (iMeeting), calendar, email and files. All of these tools are accessible via a web browser - enabling access worldwide. In addition these tools integrate fully with Outlook, Lotus and File Explorer. Teamsolve have implemented this tool, providing secure access to staff and customers alike at no additional cost.
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Regular Service Reviews
For our support customers, Teamsolve regularly appraise enviroments, usage and technical infrastructure feeding back to your designated points of contact. By employing this procedure, it allows for continuous improvement of your systems through regular communications and client visits.
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Monthly Management Reports
Teamsolve issues monthly information detailing support tickets that have been raised, detailing the ticket number, dates, description, status etc. This information is then expanded upon with a high level management summary, providing you with all the supplemental specifics that you require to appraise your system performance.
