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 your support and JD Edwards maintenance, 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.

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 JD Edwards 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 teams of highly skilled and experienced technical and applications consultants. Our Support Centre is equipped with the latest technology, where we link to your systems 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:

• Finance (Accounts Receivable, Accounts Payable, General Ledger, Fixed Assets and Job Costing);
• Distribution (Inventory Management, Warehousing and Advanced Warehousing, Purchase Order Management, Sales Order Management, Advanced Pricing);
• 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);
• Transportation Management;
• Property Management;
• Human Resources and Payroll;
• Customer Relationship Management (CRM);
• Contract and Service Billing;
• Business Intelligence.

Trouble-shooting:

• Implementing J.D. Edwards supplied fixes,
• Implementing point fixes as required,
• Data integrity management.

Systems Administration:

• Day to day systems administration;
• Profile and Security Administration;
• Update and full builds and deployments;
• Environment set-up and refreshes;
• Web server set-up and generation;
• System housekeeping;
• Database Management.

Performance monitoring and tuning

Systems health checks

Development Requests:

• Enterprise Report Writing;
• Bolt-on systems and modules;
• Interfaces;
• Customisations.

Implementation and Testing of updates:

• SARs (Software Action Requests),
• ESUs (Electronic Software Updates),
• Service Packs/tools releases.

User training and documentation

Key Benefits of BMS Support:

• Comprehensive, dedicated, multi-disciplinary cover (CNC, applications support, development, systems performance) 24/7/365 Pan European Support, giving you total security.
  
• Value for money: simple ‘pay as you go’ model. You only pay for what you use and yet you have full-time cover.
  
• 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.
  
• Reduced costs, as you can remove the need for hiring extra resources to look after your systems.
  
• Ideal for the provision of cover during peak times, holiday periods, staff absences and for special projects.
  
• Less time spent on managing support staff schedules and rosters. BMS experts are ALWAYS to hand.
  
• 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.
  
• Improved customer service through faster delivery and rigorous SLAs.
  
• Increased end user satisfaction as highly experienced consultants look after you.
  
• 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.