At OLR, we believe in preventing problems before they occur. Our expert team offers reliable, cost-effective, and flexible support for Oracle Retail customers, safeguarding the health, performance and uptime of their applications.
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Global Support
OLR provides support for all Oracle Retail solutions, including Xstore point-of-sale, Merchandising System (RMS), Merchandising Foundation Cloud Service (MFCS) and so on.
Our globally dispersed support teams are available 24/7 to provide efficient and personalised support and advice, ensuring that you receive the help you need when you need it.
Our teams work proactively to ensure maximum uptime, preventing problems before they occur.
We follow ITIL best practices and use DevOps and Agile methodology to deliver small enhancements and advise customers on improving their solutions.
As an Oracle Retail specialist, we run a lean and efficient support operation, passing cost savings directly to our customers.
Our industry-leading best practices are designed to deliver quality, stability, and successful outcomes, overcoming any challenges that you may encounter.
We rely on honest customer feedback, and every 6 months we run a survey on our support team’s performance, with an average NPS score of 9.7 over the past 18 months.
We understand that every business has unique requirements and believe that retailers should have the flexibility to choose the technology and deployment model that best suits their business needs and allow to migrate or upgrade when it aligns with their strategy. This is why we provide support for different deployment models, including older versions of Oracle Retail software, even if they are no longer supported by Oracle, giving you complete control over your infrastructure.
We adhere to the ITIL framework, which enables us to effectively manage and resolve incidents and problems while continuously improving the performance and reliability of your infrastructure.
In the rapidly changing world of retail cloud technology, keeping up with the latest updates and releases can be a challenge. At OLR, we're here to provide continuous support that helps your business adapt and operate at its highest capabilities.
Our expert team offers a range of services designed to keep your Oracle Retail solutions running smoothly. From supporting batch issues and DAS integration layers to performing automated regression testing and validation, we'll keep your systems up-to-date with the latest SaaS service and version releases - ensuring that bugs and service interruptions are kept to an absolute minimum..
OLR was able to leverage their partnership with Oracle to engage their teams and product experts and provide the solutions that were needed for a successful deployment.
Eric Coker, Barnes & Noble College
Very pleased with how quickly OLR responds and how they have dug in to solve problems our previous support vendor basically told us we had to live with.
As with most retailers, the pandemic hit hard, but we are steadily reopening our stores. We certainly appreciate OLRs partnership and patience!
When any new system goes live, there’s a critical period where adoption can either succeed or fail.
Hypercare gives you an elevated level of support, making the team an extension of your company’s IT department. This gives your IT department time to focus on specific areas of the business that no one else can do, while OLR AMS team focus on the Oracle application stabilisation.
Once the applications are stable, we naturally transition to a full AMS
support model tailored to the customer’s requirements.
SERVICES INCLUDE:
Level 1 Support - Helpdesk
Level 2 Support - Break-fix
Level 3 and 4 Technical Support
Service management
Release management
Monthly reporting
For a fixed monthly fee - you are always up to date!
AMS+ is an all inclusive service which includes both minor
and major upgrades - for the duration of support contract.
Now you can have peace of mind, keeping 100% current with Oracle
support, while maintaining a fixed total cost of ownership.
SERVICES INCLUDE AMS SERVICES, PLUS:
Product upgrades
Automated Regression Testing
Project Management
Integration & System Testing Accelerators: - Monitoring & Alerting - Service desk integration
Tailored to the customer’s requirements
Contact us today to learn more about how our OLR Managed Services for Oracle Retail can help you protect and maximize your investment.