Scalable Delivery
Onsite-offsite structure balances cost and quality, anchored by the OptimalSols remote office. Coverage scales with demand without proportional headcount growth.
The Problem
“Everything keeping this Oracle estate running lives in one or two people’s heads. If they leave, I’m blind — and when payroll fails at midnight, there’s no one to call and no documented fix to follow.”
— What we hear from IT leaders running Oracle EBS
Our Solution
Optimal360 Managed Services runs your Oracle ERP estate on codified runbooks inside an ITSM tool, with always-on observability and AI anomaly detection — incidents resolved to a 99.9% SLA and period close on time, whoever is in the building.
Phase 01
Stabilize
Phase 02
Optimize
Phase 03
Innovate
The Framework
Our Optimal360 Operating Philosophy
Optimal360 is OptimalSols’ proprietary Oracle managed services delivery framework, purpose-built to address the limitations of conventional reactive support models. It operates on a single governing principle: every engagement runs as one continuous loop from incident to insight, across six operating stages and anchored by six delivery principles.
Strong Problem Management
Proactive triage, root-cause analysis, and structured resolution protocols keep critical systems stable. Repeat incidents are escalated into problem management to eliminate root causes.
Config First Mindset
Standard EBS configurations are always preferred over custom code. This reduces upgrade risk, lowers patching complexity, and reduces total cost of ownership.
Continuous Traceability
Every technical change applied to your Oracle estate is documented as a default operating practice. Resolution notes, patch logs, and RCA records create a clean, auditable trail.
Cross-Trained Team
OptimalSols consultants are continuously enabled across all Oracle EBS domains. Coverage is never dependent on a single individual — every critical function has a cross-trained backup.
Powered by CoE Innovation
Our Oracle Centre of Excellence feeds future-ready advisory into every engagement. Roadmap input and optimization recommendations surface through the TAM governance cadence.
What You Get
Optimal360 Services
Run-and-maintain support that keeps Oracle estates healthy — SLA-backed, tool-driven and transparent, with 24×7 follow-the-sun coverage across our PK / GCC / US hubs.
SLA-Driven
Severity-based response & resolution targets (P1–P4), monthly SLA reporting and service credits.
Incident Management
Atlassian JIRA — ticketing, workflows, full audit trail and ticket-lifecycle tracking.
Observability
Grafana dashboards over Prometheus / Zabbix metrics, with proactive alerting.
Also Included
▸Proactive 24×7 monitoring & alerting (follow-the-sun)
▸Patching, backups, DR drills & lifecycle management
▸Problem management & formal RCA — ITIL 4 aligned
▸Change management & CAB governance
▸Monthly service reviews / QBRs & improvement
▸Runbooks, knowledge base & escalation matrix
Support Model
Support Tier Roles
Escalation flows L1 → L2 → L3, with automation absorbing the bulk of routine effort at each tier.
Watch
L1
First-Line Support
•Ticket triage & routing
•Health & access management
•Backup & SLA tracking
•SLA tracking and reporting
Focus: Monitoring, triage, and routine operations
Sustain
L2
Technical / Functional Support
•Functional diagnostics
•SoD & change validation
•SR logging & compliance
•Change impact analysis and pre/post-patch validation
Focus: Diagnosis and analysis beyond basic triage
Optimize
L3
Specialist / Architect-Level Support
•Root cause & fixes
•Performance & patching
•Security & escalated SRs
•Security redesign and architecture documentation
Focus: Root cause resolution and deep technical work
From Detection to Monthly Governance
Incident Management in Eight Steps
Every incident follows a defined eight-step governed path. No incident is closed without client confirmation. No P1 or P2 ticket is closed without a documented root-cause analysis.
Detect
01
Issue Detection and Logging
End user or client IT SPOC logs via the defined ticketing system.
02
Priority Classification
Ticket classified P1 to P4 based on severity and business impact. P1/P2 covered 24×7.
Diagnose
03
Assignment and Initial Triage
Routed to the appropriate OptimalSols technical consultant by domain. Diagnosis begins immediately.
04
Root Cause Investigation
Consultant investigates, replicates in non-production where required, identifies the corrective path.
Resolve
05
Fix or Workaround
Corrective configuration, patch, or technical adjustment applied. Workaround provided for extended resolutions.
06
Internal QA and Client Validation
Fix tested internally, then shared with your IT team for validation before closure is initiated.
07
Ticket Closure
Formally closed after client confirmation. Resolution notes and RCA recorded in the knowledge base.
Govern
08
Governance Reporting
TAM includes the ticket in the monthly SLA dashboard. Patterns and RCA outcomes discussed in the governance session.
Service Level & Governance
Priority Classification and SLA Targets
Priority is determined by system impact and business consequence, not technical complexity alone.
Month-End Escalation Rule
During month-end close, any issue affecting concurrent program execution or period-end batch processing is automatically treated as P1, regardless of initial classification.
SLA Pause Conditions
The SLA clock is paused when resolution is blocked by an Oracle SR, client IT team action, infrastructure dependency, or a client-imposed change freeze. Pause reason, owner and evidence are recorded in the audit trail.
Governance
Reporting Cadence and Escalation
The governance model operates across four time horizons, each with a defined audience, agenda, and deliverable. Where root cause requires Oracle product support, OptimalSols raises and manages the Oracle Service Request on your behalf.
L01 — Operational
When: Issue managed within the support queue (L1/L2/L3)
Owners: OptimalSols Support Team · Client IT Team
Incident resolution within SLA, monitoring and tracking
L02 — Delivery
When: Potential SLA breach, repeat incidents, or delays emerging
Owners: OptimalSols Support Lead · Client IT Lead
Prioritisation, resource realignment, resolution acceleration
L03 — Management
When: Critical business impact or confirmed SLA breach
Owners: OptimalSols Account Manager · Client IT Head
Decision-making, risk mitigation, stakeholder alignment
L04 — Executive
When: Severe risks, contractual issues, or systemic failures
Owners: OptimalSols Executive Sponsor · Client Executive Sponsor
Strategic resolution, governance intervention, Oracle escalation
★ Proactive triggers are embedded into the model. SLA breaches are flagged before they occur, not after.
Let’s Build Together
Stop running your Oracle estate on memory.
Book a readiness review and we will map your current support model against Optimal360 — coverage gaps, single points of failure, and the SLA you could be running to.
Contact Us →