Support Services
Expert Oracle support — responsive, structured, and delivered under clear SLAs.
Service Overview
Oracle application support in the UAE and across the GCC is too often reactive, under-resourced, and disconnected from the environments it covers. Most Oracle support arrangements fail quietly. Response times drift. Issues recur because root causes are never properly resolved. Functional queries go unanswered for days. And the organisation loses confidence in the system, not because Oracle is the wrong platform, but because the support structure around it is not fit for purpose.
Simalaya’s support service is built differently. We assign named consultants with direct Oracle product expertise to your account. We commit to response and resolution times in writing. We track recurring issues and address them systematically rather than closing tickets and moving on. And we give your team direct access to the people working on your environment, not a generic helpdesk.
Support is available across Oracle Fusion Cloud, E-Business Suite, OCI, EPM, Analytics, and Primavera. We cover functional support, technical support, and the ongoing patch and upgrade management that keeps your Oracle environment current and compliant.
What We Deliver
- Application Management Services (AMS) - ongoing functional and technical support
- Incident management - break-fix resolution with root cause analysis documentation
- Oracle patch management - quarterly patch assessment, testing, and application
- Oracle upgrade advisory and execution - version roadmap planning and delivery
- Functional support - configuration changes, workflow adjustments, and process queries
- Named consultant access - direct contact with the consultant working your account
- Monthly support reviews - incident summary, trend analysis, and forward planning
- Oracle AI agent monitoring - ongoing governance and performance review of deployed Oracle AI agents
- Regulatory and compliance support - patch prioritisation aligned to UAE, GCC, and GDPR compliance requirements
Why Our Model Works
Onboard
Named consultant assigned. Environment documentation completed. SLA baselines agreed. Access and escalation paths established. Typically 2 to 3 weeks.
Operate
Live support under agreed SLA. Incident management, patch advisory, functional queries, monthly governance reviews, and named access throughout. SLA tiers (P1 through P3) and response commitments are defined at engagement outset and documented in the service agreement. Indicative tiers available on request.
Optimise
Quarterly reviews identify performance trends, process improvements, and optimisation opportunities. Support scope adjusted as your Oracle environment evolves.
Talk to us about your Oracle support requirements. We will assess your current arrangements and tell you honestly whether we can improve them.
We deliver professional services for Oracle products. We do not resell Oracle licenses.