English 
German 
French 
Japanese 
UK 
ORACLE E-Business Suite
| Functional | Financials, Inventory, Order Management, Purchasing, HRMS, CRM and Manufacturing |
| Technical | PL/SQL, Oracle Forms, Oracle Reports, Oracle Workflow, Procedures, Functions, Packages, Oracle Discoverer, XML Publisher |
| Application Admin | Application installation/upgrade, Patches Application, Web server administration, Concurrent Manager administration/tuning, Maintaining different instances |
| Database Admin | Database Maintenance , Patch Management, Database Security, Database Backup/Restore, Database refresh/ cloning, Disaster recovery |
Service Availability
| Ticket Type | |||
| Severity 1 | Severity 2 | Severity 3 | Severity 4 |
| 24 X 7 | 24 X 7 | 9 X 5 IST | 9 X 5 IST |
IST – Indian Standard Time: GMT +5:30
Service Options#
| Ticket Type | Silver Option | Gold Option | Platinum Option | |||
| Response SLA | Resolution SLA | Response SLA | Resolution SLA | Response SLA | Resolution SLA | |
| Severity-1 | 30 Mins | 6 Hours | 30 Mins | 4 Hours | 15 min | 2 Hours |
| Severity-2 | 1 Hour | 12 Hours | 1 Hour | 8 Hours | 30 min | 6 Hours |
| Severity-3 | 1 Hour | 30 hours | 1 Hour | 24 Hours | 30 min | 16 Hours |
| Severity-4 | As per Agreed timelines | |||||
# ERP Allied IMS and Optional services are outside of the service options
