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Totally Flexible, Cost-effective Support for Your JD Edwards
Systems
Your JD Edwards system is crucial to your business. The healthier it is, the
better your business can perform. This is where BMS can help.
We’ll ensure your Oracle EnterpriseOne/ World systems are in
the best possible shape, and more importantly, we’ll help you
keep them that way.
Whether you are looking at the total outsourcing of the support
and maintenance of your ERP system, or just need cover for peak
periods, holidays or as a result of a skills shortage, you can
use your calls entirely at your own discretion; whenever you
want. With the BMS flexible support service, you only pay for
what you use. There is no ‘sign-up’ fee. You never pay for
what you don’t use. You may find you need to channel your own
support resources onto new projects and initiatives and yet find
this difficult to do without going to the expense of taking on
more headcount or paying for expensive contractors. With the BMS
support model, you have the security of knowing there is highly
skilled, multi-disciplinary cover between the hours of 08.00 to
18.00, as well as on-call support out of hours, without having
to pay for this; you only pay for the calls you make.
It is also comforting to know that the BMS support service
encompasses much more than pure support. In fact, we can
assist you with ALL aspects of your Oracle ERP system: from
health checks, CNC systems administration, training, performance
monitoring and tuning, to development requests and applications
support across your complete ERP system. It is entirely up to
you how you use your calls. And you can top them up at any time.
BMS provides this unique support service via its large team of
highly skilled and experienced technical and applications
consultants. Our Support Centre is equipped with the latest
technology. We link to your systems using the latest technology
for the fastest possible response times. In
order to ensure that we are totally effective from day one, we
set aside time to come into your company and understand your
configuration, your business processes and any modifications you may
have made, as well as the current issues you face. We
undertake this transition on a free of charge basis, so you have
absolutely nothing to lose… you just gain a highly
effective support partner to help you confront the challenges
ahead.
Sample Scope of Support Services
With over sixty consultants, BMS has the largest
single source of experienced World and EnterpriseOne
applications consultants available within the UK. Our
applications consultants are cross trained between modules,
allowing us to provide customers with multi
disciplined support.
·
Applications Support:
o
Finance
(Accounts Receivable, Accounts Payable, General Ledger, Fixed
Assets and Job Costing);
o
Distribution
(Inventory Management, Warehousing and Advanced Warehousing,
Purchase Order Management, Sales Order Management, Advanced
Pricing);
o
Manufacturing
(Shop Floor Control: Manufacturing Works Orders and
Manufacturing Accounts; Product Data Management: Bills of
Materials, Product Costing and Engineering Change Orders;
Material Requirements Planning; Master Product Scheduling;
Distribution Requirements Planning; Forecasting; Configurator;
Quality module);
o
Transportation
Management;
o
Property
Management;
o
Human
Resources and
Payroll;
o
Customer
Relationship Management (CRM);
o
Contract
and Service Billing;
o
Business
Intelligence.
·
Trouble-shooting:
o
Implementing
J.D. Edwards supplied fixes,
o
Implementing
point fixes as required,
o
Data
integrity management.
·
Systems Administration:
o
Day
to day systems administration;
o
Profile
and Security Administration;
o
Update
and full builds and deployments;
o
Environment
set-up
and refreshes;
o
Web
server set-up and generation;
o
System
housekeeping;
o
Database
Management.
·
Performance monitoring and tuning
·
Systems health checks
·
Development Requests:
o
Enterprise
Report Writing;
o
Bolt-on
systems and modules;
o
Interfaces;
o
Customisations.
·
Implementation and Testing of updates:
o
SARs
(Software Action Requests),
o
ESUs (Electronic Software Updates),
o
Service
Packs/tools releases.
·
User training and documentation
Key Benefits of BMS Support:
o
Comprehensive,
dedicated, multi-disciplinary cover (CNC, applications support,
development, systems performance) 24/7/365 Pan European Support, giving you total security.
o
Value
for money: simple ‘pay as you go’ model. You only pay for
what you use and yet you have full-time cover.
o
Highly
flexible offering: you can use your calls for whatever you want
- be it from health checks and development requests to typical
day to day activities such as integrity resolution and end-user
support.
o
Reduced
costs, as you can remove the need for hiring extra resources to
look after your systems.
o
Ideal
for the provision of cover during peak times, holiday periods,
staff absences and for special projects.
o
Less
time spent on managing support staff schedules and rosters. BMS
experts are ALWAYS to hand.
o
All
aspects of your ERP system are catered for, including your
customisations; BMS take the time to understand your
system in-depth, at no cost to you, ensuring the highest levels
of productivity from day one.
o
Improved
customer service through faster delivery and rigorous SLAs.
o
Increased
end user satisfaction as highly experienced consultants look
after you.
o
Ability
to apply performance metrics to the BMS support service, so you
can measure improving service levels.
Sample Service Level Agreement
Service
Level agreements can be tailored to your organisations
requirements. An example follows:
-
SLA
Priority 1:
-
Denotes a major
system outage (EDI transmission failure, no thin
client access, multiple users have no access),
-
Responded to within
15 minutes,
-
Targeted fix time of
2 hours.
-
SLA
Priority 2:
-
Denotes a major
system component failure (invoice run errored,
payment run errored),
-
Responded to within
1 hour,
-
Targeted fix time of
4 hours.
-
SLA
Priority 3:
-
Denotes an urgent
single user call (period end report issue),
-
Responded to within
2 hours,
-
Targeted fix time of
24 hours.
-
SLA
Priority 4:
-
Denotes a normal
single user call (education issue),
-
Responded to within
1 day,
-
Targeted fix time of
3 days.
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