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At the heart of our Managed Services is our CNC Managed Service group providing production support, helping customers maintain and manage their EnterpriseOne systems. This team also supports our implementation and upgrade initiatives with our customers, reducing overall project costs while maintaining absolute currency in the support team’s knowledge base.
Each and every support member is an Oracle Certified Product Champion and is supported by our advanced technology Upgrade group and JET (JDE Escalation Team), so ultimately there is a complete escalation path including the Oracle engineering teams to resolve issues.
Our Support Pack program offers two values to the customer. The first is a scaled discounting of our services based on block size purchase. The other is a flexibility of hours consumption based on the duration of block purchase. While the monthly hour allocation will determine the rates and discounts, the purchase of quarterly or annual terms will allow customers to “roll over” or “borrow” with any month in the term. The third value is that by pre-purchasing blocks of hours, the customer is provided with a service response assurance that would not be available for ad hoc requests. This means that our customers ensure that our support personnel will respond to their requests in a predefined timely manner.
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Support Pack Monthly Hours Quantity
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% Discount
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Hourly Rate
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1-10 hours
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3%
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$165.00/hour
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11-20 hours
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6%
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$160.00/hour
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21-40 hours
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12%
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$150.00/hour
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41-60 hours
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18%
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$140.00/hour
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61-80 hours
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24%
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$130.00/hour
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Overage Hours
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$170.00/hour
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*Customer requirements exceeding 80 hours per month should seriously consider the complete outsourcing model provided by the iConsortium.
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Support Pack Term
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Usage Tracking
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Monthly
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Purchased hours can be used throughout month. Overages billed at standard rate. Residual hours forfeited at end of month.
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Quarterly
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Purchased hours can be used throughout the 3 month term, with hours exchanging between months. Overages billed at standard rates. Residual hours forfeited at end of quarter.
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Annual
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Purchased hours can be used throughout calendar year, with hours exchanging any time in that year. Overages billed at standard rates. Residual hours forfeited at end of year.
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