Cross-Stack Support
Always On.
Always Accountable.
SLA-backed managed support across Oracle Fusion, cloud infrastructure and front end — with a named consultant, not a helpdesk queue. We own the problem from triage to resolution.
Our Approach
Support Without
the Queue.
Most managed support means a helpdesk ticket, a shared pool of consultants and no accountability for resolution time. TekBlend Managed Support is different — you get a named consultant who knows your system, your team and your priorities.
What We Deliver
Incident & Issue Resolution
Priority triage within 1 hour for P1 incidents. Cross-stack coverage — Oracle Fusion, cloud infrastructure and front end. Your named consultant owns the incident from triage to resolution.
Enhancements & Change Requests
Controlled rollouts — scoped, tested and impact-assessed before any change reaches production. Monthly enhancement sprints or ad-hoc requests, managed with the same rigour as new delivery.
Continuous Improvement
Quarterly health reviews, proactive roadmaps and technology recommendations — so your systems improve over time, not just stay operational. We look ahead, not just at the last ticket.
Response Commitments
Every Priority. A Named Response.
| Priority | Definition | Response Target | Resolution Target | Coverage |
|---|---|---|---|---|
| P1Critical | Production system down or data integrity at risk | Within 1 hour | Same business day | Named consultant |
| P2High | Significant impact on operations, workaround available | Within 4 hours | Within 2 business days | Named consultant |
| P3Medium | Functional issue with limited operational impact | Within 1 business day | Within 5 business days | Named consultant |
| P4Low | General queries, minor issues, enhancement requests | Within 2 business days | Agreed per request | Named consultant |
Response
<1hr
P1 critical incident response — named consultant
Ownership
1
Named contact for every client — no shared pool
Coverage
3
Practice areas — Oracle, Cloud & Front End
Queues
0
Helpdesk queues, ticket numbers or shared pools
How We Onboard Support Clients
Four-Week Onboarding Model.
Every Managed Support engagement starts with a structured four-week onboarding — so your named consultant knows your system before any incident occurs.
System Discovery
Week 1 — your named consultant reviews your system landscape, integrations, known issues and team contacts.
Runbook Creation
Week 2 — documented runbooks for common scenarios, escalation paths and known system quirks.
SLA Activation
Week 3 — SLAs go live. Response commitments and escalation paths confirmed and communicated.
30-Day Review
First health review at day 30 — initial findings, optimisation opportunities and roadmap input.
Why TekBlend for Managed Support
Not a Helpdesk.
A Named Partner.
One Person Who Knows Your System
You get a named consultant who knows your Oracle stack, your cloud estate and your front end. Not a shared pool who reads your ticket for the first time when it arrives.
Oracle, Cloud & Front End — One Contract
Most support providers are specialists in one area. TekBlend covers your entire TekBlend-delivered stack under one SLA, one contact and one contract.
We Look Ahead, Not Just Back
Quarterly health reviews, proactive roadmaps and technology recommendations — support that improves your systems, not just keeps them running.
Honest Scoping. No Upsells.
We scope support engagements honestly based on your actual system complexity. No packages designed to make you buy more than you need.
Managed Support — Let's Talk
What Does Good Support Look Like for Your Stack?
Every Managed Support engagement starts with an honest conversation about your current support situation. No standard packages pushed on you. Just a direct conversation about what good support looks like for your stack.