Cloud Central Support

Cloud Central Support for Oracle Cloud is Here


To maximize the value of the Cloud, it takes more than feature rich software and a reliable and performing infrastructure.  It takes a team of experts that have insight into modern best practices, a deep knowledge of your usage of the Cloud software, and  a firm understanding of your business goals and how they can be met by current and future functionality of the system.

With KBACE’s Cloud Central Support offering, customers gain access to the knowledge, experience, and guidance from a leading Oracle partner. The affordable, fixed fee model is offered in three tiers to match the exact level of service you need. 

Support Tiers:
 

KBACE’s Cloud Central Support helps you ensure you are getting the maximum value from your Oracle Cloud investment.


Click here
 to view the KBACE Cloud Central Support Datasheet.

Advisement


The advisement level tier within the cloud central support service provides low cost access to the KBACE support community. Leverage scheduled events and news letters to learn about upcoming releases, new feature functions and strategy sessions meant to keep you ahead of the ever changing Cloud landscape. This tier is meant for mature customers with experienced HRIS teams who want to expand their cloud knowledge beyond simply using Oracle Cloud for business transactions. 

Knowledge Base Access - The Knowledge Base repository allows clients self-service access to KBACE solutions and FAQs. These are created and published based on the top questions and issues across all clients and serves as an easy-to-use library for common solutions. Hundreds of detailed knowledge base articles that use trending issues to build a library of quick fix solutions.

Base Documentation Access - KBACE maintains standard test scripts and documentation that is updated with each release. This allows customers to devote their time to testing rather than updating documentation.

Strategy Advisement - KBACE senior consultants will provide regular strategy client sessions to review upcoming business initiatives, product enhancements that may be applicable and guidelines for product use.
Sample list of successful strategy advisement sessions provided to the KBACE Community:
    • Cut Inefficient Business Processes
    • Education and Training Assessments of Your Employee Base
    • My Integration Options
    • Am I Getting the Most out of My Reports
 
SR Advisement - Primary focus on 24/7 Severity 1 SR monitoring and escalation. KBACE Managed Support Services have logged 1000s of Service Requests with Oracle. Our Platinum Oracle Partner Level standing provides the best level of understanding of how to best get your issue resolved in the fastest amount of time. 

 

Strategic


The strategic level tier within the cloud central support service provides the next step in cloud maintenance. Receive all the benefits of the advisement tier as well as taking steps towards the management of HRIS tasks. Use KBACE to proactively identify and resolve global, multi-module issues across your organization. This tier is meant for any customer who requires assistance in Oracle Cloud advisory as well as personal, strategic changes to SaaS environments. 

Functionality Changes - KBACE analyst will provide changes to configuration and customizations. Make changes to configuration based on proven, modern best practice solutions. Provide strategic decision making data points when making changes to key HR structures impacting a variety of modules.

Issue Resolution - Research and resolution of error messages and system functionality that users are encountering in daily use of the product. Focus on high severity, high criticality bug/issue identity and resolution.

Patching - Oversight of 12 monthly patch bundles for a year. including regression testing in Stage and verification of functionality in Production. Any issues that require a service request will be identified and worked with Oracle directly.

Included Modules:
    • Global HR
    • Self-Service
    • Benefits
    • Workforce Compensation
    • Goal Management
    • Performance Management
    • Talent Review
    • Succession Planning
    • Taleo Recruiting
    • Taleo Transitions (Onboarding)
 
Data Integrity Validation - Delivered standard data quality audit reports that the clients can use to monitor data quality for critical downstream processes such as payroll or interfaces.
 
Included Modules:
    • Work Structure Validation
    • Flexfields Configurations
    • EEO Preparation Report
    • Enrollment Plan Setup
    • Assignment Validation
    • Pending Workers
    • Users and Roles
    • EE Exceptions (Employee with Terminated Managers)
    • User Validation
    • Job Exceptions

Documentation Updates - KBACE  to update client specific setup test scripts and documentation. This allows customers to devote their time to testing rather than updating documentation. Update customer specific documentation based on functionality changes.

SR Maintenance - SR lifecycle ownership and maintenance of SRs related to current issues. KBACE Managed Services have logged 1000s of Service Requests with Oracle. Our Platinum Partner level standing provided the best level of understanding of how to best get your issue resolved in the fastest amount of time. Office in the U.S and India allow 24/7 ownership of your service requests.

 

Premium


The premium level tier within the cloud central support service provides everything an HRIS team needs to fully understand, control and maximize your Oracle Cloud investment. Let KBACE lead your HRIS strategy to push the boundaries of cloud SaaS potential. Receive all the benefits of the advisement and strategic tiers as well as letting KBACE guide your business teams through upgrades, reporting and event management. This tier is meant for any customer who requires maximum Oracle Cloud support with high levels of complexity. Customers looking to pass through phases of stabilization, maintenance and growth will receive a white glove service unmatched in the Oracle service implementer industry. 

Upgrades - KBACE support will provide oversight of all upgrades in Stage, including regression testing and verification of functionality in Production.

Included Modules:
    • Global HR
    • Self-Service
    • Benefits
    • Workforce Compensation
    • Goal Management
    • Performance Management
    • Talent Review
    • Succession Planning
    • Taleo Recruiting
    • Taleo Transitions (Onboarding)
 
Ad Hoc OTBI Reporting - Assistance with the creation and maintenance of client ad hoc reports in OTBI. KBACE will provide modern best practice report identification, creation and training based on trending market analysis.
    • Executive Level Dashboards
    • Transactional, Multi-Dimensional Reports
    • Administrative, Per-Module Reporting

Event Management - KBACE will partner with you in the preparation and execution of your HR scheduled events. We will help you to create and manage a timeline, conduct a pre-event health check of the system, and assist in updating items such as benefit rates or compensation cycle dates. This enables you to successfully support your business and ensure a hassle-free cycle with event testing, support throughout the event, and post-event processing.
    • Benefits Open Enrollment
    • Compensation Planning
    • Performance Management Cycle

 

A La Carte Offerings


Subscribe to a la carte offerings as part of, or as an individual add-on to any other support services provided under KBACE Managed Services. Mix and match the services which will benefit your organization the most. Included automatically as part of the Premium tier.

Upgrades and Patching - Oversight of two upgrades and 12 monthly patch bundles for a year, including regression testing in Stage and verification of functionality in Production.

Included Modules:
    • Global HR
    • Self-Service
    • Benefits
    • Workforce Compensation
    • Goal Management
    • Performance Management
    • Talent Review
    • Succession Planning
    • Taleo Recruiting
    • Taleo Transitions (Onboarding)
 

Modules Included


•   Human Resources
•   Self-Service
•   Benefits
•   Workforce Compensation
•   Performance Management
•   Goal Management
•   Succession Planning
•   Talent Review 
•   Reporting
•   Taleo Recruiting 
•   Taleo Transitions (Onboarding) 

Coming Soon - Payroll, Time & Labor, Taleo Learn