| Coverage Area | Oracle Supply Chain | Intellinum Products |
|---|---|---|
| Application Support | WMS, OTM, and GTM support for incidents, configuration, transaction issues, and operational questions. | FlexiPro Mobility, Advanced Features, FlexiPro Label, and Express for EBS support for product workflows and execution issues. |
| Release Readiness | Quarterly update impact review, regression planning, integration validation, and hypercare. | Product compatibility validation, mobile workflow regression, label validation, and adoption-readiness checks. |
| Integration Health | Monitoring and triage for interfaces, batch jobs, exception queues, and downstream process impacts. | Validation of Oracle-connected product workflows, label triggers, mobile execution paths, and product-specific integrations. |
| Governance | Monthly KPI dashboards, SLA scorecards, escalation matrix, and release governance cadence. | Product issue trends, enhancement backlog, adoption metrics, and improvement recommendations. |
Warehouse execution stability, interface health, regression support, mobile workflows, and update validation.
Transportation execution, carrier integration, tender-to-settle support, and quarterly release readiness.
Trade compliance operations, screening, classification, policy governance, and cross-border support.
In addition to Oracle AMS, Intellinum provides managed services coverage for its own product portfolio so customers have a single support model for Oracle, mobile execution, labeling, continuity, and EBS modernization.
Support for high-performance mobile execution at the point of activity across Oracle supply chain operations.
Coverage for advanced execution capabilities designed for complex environments, low connectivity, and always-on operations.
Managed support for automated, rules-based labeling embedded directly into Oracle workflows.
Support for rapid mobile execution and EBS modernization without replatforming core Oracle E-Business Suite operations.
24 hours by 7 days – Until Resolution, with regular updates every 2 hours, response times SLA
24 hours by 5 days – Until Resolution, with regular daily updates
Agreed standard working hours by 5 days – Until Resolution
| Severity Level | Initial Response | Second Update | Third and Additional Updates |
|---|---|---|---|
| Severity 1 | 30 Minutes or less – same day | 2 hours | 2 hours |
| Severity 2 | 1 hour - Monday – Friday (excluding holidays) |
4 hours | 1 day |
| Severity 3 | 8 hours - Monday – Friday (excluding holidays) |
1 day | 2 days |
| Service Area | In-Scope Activities |
|---|---|
| Core Support | Issue troubleshooting, Oracle SR management, patch analysis, testing, documentation, and minor enhancements. |
| Quarterly Testing | Regression testing, critical workflow validation, scorecards, and patch readiness support. |
| Ticketing & Reporting | Ticket tracking, escalations, weekly summaries, SLA metrics, and hours reporting. |
| Governance | Cadence calls, strategic reviews, risk management, and release planning. |
| Change & Deployment | Deployment coordination, migration support, testing oversight, and change governance. |
| Reports & Labels | Operational reporting, storage analytics, and label enhancement support. |
Build a managed services model that covers Oracle supply chain operations and the Intellinum products your teams depend on every day.