![]() ![]() They should have a culture of strategic, proactive support so they can solve your issues while keeping their eye on the ball: Knowing where you want to go, not just where you are today. Remember: You don’t want to hire a partner to play Whack-a-Mole! Choose a vendor that you trust, will listen to you and with whom you can build a long-term relationship. ![]() They should understand the retail environment and solutions inside and out, and be aligned with your business goals. The partner should be responsive and deeply experienced in your specific Oracle Retail products. What should I Expect from a Level 1 Stores Support Partner? Outsourcing Oracle Retail tech support can be a helpful, valuable way to replace the sunsetting Oracle Retail contract you currently have or as a way to augment your current IT team to free up their time for more strategic business initiatives. In other words, our support team really covers the full spectrum of issues! We have deep experience with Oracle Retail Point-of-Sale (Xstore), Oracle Retail Customer Engagement (ORCE), Oracle Retail Order Broker (OROB), EMV Payment enablement and Integrations (from Store 21 through the present version) as well as the Cloud version offerings of these solutions. ![]() We’ll dig into the root cause of your issues (allowing your team to focus on other work) provide issue resolutions retrofit and deliver Oracle support patches, enhancements, knowledge transition and more. What is Offered in Level 2 and Level 3 Store Support Services?īTM Global offers Level 2 and 3 support for all Oracle Retail Stores clients. Lesser issues – but still Level 1 in severity – may include restricted or unavailable functionality (that isn’t business critical) usability errors and screen or report errors that don’t materially affect the quality of function, use or results. Inability to complete sales or service for your customers in a timely mannerĮxamples of critical needs would be a complete lack of system availability, a critical function that isn’t available or data corruption.Ĭlick here to ask us about Oracle Retail Store Support Services.Major disruption in business-critical system operability or functionality.The most critical and urgent support needs often include: Within BTM Global’s Level 1 stores support for Oracle Retail products, we deliver four tiers of responses and timelines based on the issue’s severity. We can also provide enhancements to support your business needs. Our Level 3 tech support services respond to problems that require code changes to fix a bug or issue. We also offer Level 2 support for Oracle Retail products, which requires more in-depth solution and technical knowledge. Level 1 tech support responds to minor requests such as basic help desk questions, troubleshooting or triage. Here at BTM, our Level 1 stores support serves small, mid-sized and large retailers. There are several tiers of stores support, and the exact definitions may vary. But now that Oracle Retail is discontinuing Level 1 stores support, those companies with an Oracle Retail stores product will need to search for a new support partner.įrom Strategy to Support, See all of our Oracle Retail Services We love helping our clients implement, integrate and launch transformational Oracle Retail technology projects. What to Know about Level 1 Oracle Retail Stores Support ![]()
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