Velaris Support Services
Do you need to outsource the administration of your Hyperion/Oracle Business Intelligence environment? Maybe you're not satisfied with the current level of support you are receiving when you log a trouble ticket. Or, perhaps you want to speak with a skilled, experienced professional to assist you with a report development question.
If any (or all) of the above describe your situation then you should look into Support Services from Velaris Consulting!
Velaris Support Services (VSS) was developed for Hyperion/Oracle BI clients to assist with the support and administration of a constantly evolving BI environment. As clients migrate from Version 8 to System 9 and eventually to Oracle Business Intelligence Enterprise Edition Plus (OBIEE+), it will be difficult to have in house resources with the experience and skill set required to maintain the Hyperion/Oracle BI environment. VSS can provide your support team with the necessary assistance at a fraction of the investment of adding additional head-count or an onsite consultant.
With over 15 years of Business Intelligence experience and hundreds of engagements with top-tier organizations, Velaris ushers in a new era of BI consulting with comprehensive capabilities to fulfill your organization's unique needs at any stage of your BI implementation.
VSS can immediately assist your organization with the following:
- Installations, upgrades and patch release implementations
- Performance tuning
- System monitoring
- Troubleshooting
- Report Development questions
VSS are offered as a yearly subscription and are billed monthly. Blocks of hours are purchased and used over the course of your subscription. Packages start at $2,500 per month for 16 hours of support. Listed below are details on VSS and service levels.
For more information or a custom price quote, please contact:
Bob Smith
484-356-2413
Robert.Smith@velarisconsulting.com
Services Offered
- Hyperion Infrastructure Design
- Hyperion Systems Architecture
- Hyperion Environment Recommendations
- Hyperion System Monitoring
- Hyperion Services Monitoring
- Hyperion System Maintenance
- Weekly Maintenance
- Hyperion Services Maintenance
- Hyperion Back-Up Strategy
- Hyperion Performance Monitoring
- Quarterly Webinar Sessions
- What's new in Oracle BI
- Hyperion Tip's and Tricks
- System Review Session
- Hyperion Configuration
- Hyperion External Authentication
- Hyperion Database Configuration
- Hyperion Web Server Configuration
- Hyperion Application Server Configuration
- Hyperion Product Infrastructure & Configuration
How it works
- Standard Telephone Support - During Normal Velaris business hours, 9:00am - 5:00pm U.S Eastern Time, Monday through Friday, (holidays Excepted)Velaris shall provide the Customer with technical Assistance by telephone.
- Call Management and Issue Tracking - Velaris will provide the customer access to the issue tracking system 24 hours per day, via the Internet.
- Response to reported issues - Velaris will make every effort to acknowledge to customer queries, either by Email or telephone within 4 hours.
- Problem submission via email or SupportForce.com - The Customer can submit issues to the Velaris Support Center via email or directly to the issues tracking system.
- Triage, Prioritization and Remediation - Velaris will prioritize the issues reported by the customer based on the impact it is having on the production environment the Customer site
- 2 Named Contacts - The customer is responsible for naming to primary contacts between the Customer and Velaris. It is suggested one contact ifs from the user community and one from the IT department.
- Remote Support - All support will be provided remotely from Velaris's West Chester, PA Offices. The customer is responsible for providing the appropriate access to the necessary systems for Velaris technicians to perform their services.
- Enhancements - The Customer can request Velaris to enhance their Application. Velaris will present the customer with a Statement of Work that will contain an Analysis line item. If the customer does not purchase the enhancement within 45 days, the enhancement Analysis line item will be invoiced. Time will be charged for enhancement analysis for enhancements not purchased within 45 days.
- All time spent will be logged against the block of hours including and not limited to support related:
- Status reporting
- Burn rate reporting
- Status meetings
- Conference calls
