Buddypower InTo Tech

ERP SUPPORT

Attribute	BuddyPower Inotech	Large Consultancies
Legacy experience (11i/R12)	Deep hands-on experience with complex EBS histories and customisations	Broad EBS experience but often staffed with generalists
Hybrid migrations R12 to Fusion	Phased, low-risk hybrid playbooks tailored per client	Standardised cloud-first accelerators with less tailoring
Fixed-price pilots	Flexible fixed-price pilot offers targeted to mid-market and proof-of-concepts	Fewer fixed-price pilots; emphasis on packaged scope and time-and-materials
Local tax and compliance templates	Prebuilt country tax templates and localisation expertise for faster cutover	Reliance on partner libraries or third-party modules; custom work often required
Support model and SLAs	Modular support tiers with transparent SLAs and knowledge transfer clauses	Global 24x7 models; higher cost and longer vendor lock-in cycles
Cost to value for mid-market	Competitive hybrid onshore/offshore model focused on immediate business outcomes	Higher headline rates justified by scale and global reach
Change management and training	Role-based, practical training; emphasis on operations readiness	Standard change programs; more formal but less tailored to day-to-day users
Inventory and cutover safeguards	Rapid inventory valuation checks and reconciliation scripts for cutover	Large toolkits exist but may require extra customisation for client specifics

Tier	Scope	Who	When
Tier 1 — Service Desk	Incident intake, triage, password/access, known-issue resolutions, basic configuration changes	Onshore junior analysts / client super-users	Business hours (option 24x5 / 24x7)
Tier 2 — Functional & Technical	Functional troubleshooting, config fixes, integration checks, data fixes, patch testing	Functional consultants; Developers; Integration engineers	Extended hours / follow-the-sun option
Tier 3 — Engineering & Architecture	Complex code fixes, performance tuning, DB/Basis, major integrations, production hot-fixes	Senior architects; Basis; DBAs	As per SLA (critical 24x7 on-call)
Continuous Improvement	Monthly sprints: small enhancements, automations, reporting, optimization	Dedicated squad (PO, BA, Dev, Test)	Scheduled windows
Transformation	Upgrades, cloud migrations, module rollouts, re-architecting	Project delivery team	Projectized engagement

Priority 1 (Critical) — Production down, critical business halted
Response: 30–60 minutes; Resolution target: ASAP; workaround within 4–8 hours.
Priority 2 (High) — Major function impaired, workarounds exist
Response: 2 hours; Resolution target: 1–3 business days.
Priority 3 (Medium) — Non-critical functional issues, minor impact
Response: 8 business hours; Resolution target: 5–10 business days.
Priority 4 (Low / Enhancement) — Requests, reports, small improvements
Response: 2 business days; Delivery: Scheduled in CI backlog.

Intake — Single entry (ITSM portal / email / phone); auto-acknowledgement with ticket ID.
Triage — Service desk classifies severity, assigns queue, estimates effort.
Diagnosis — Tier-2/3 investigation with timeboxed RCA for P1/P2.
Fix / Workaround — Push fix to PROD or provide documented workaround.
Validation — Client verifies in PROD or sandbox as required.
Closure — Capture resolution notes, root cause, lessons and KB update.
Tools — Recommend ITSM (ServiceNow/Jira Service Desk) + monitoring (AppDynamics/ELK) + integration ops (OIC/OCI tools).

Client provides — Business owners, super-users, sandbox access, test data, SAML/SSO details, banking/payroll connectivity approvals.
Vendor provides — Named support team, runbooks, monitoring, monthly reports, backup on-call roster.
Shared — Change approvals (CAB), emergency contact matrix, access control and segregated duties controls.

Onboarding steps — Access matrix; environment connectivity; knowledge transfer sessions; install monitoring agents; baseline performance snapshot.
Runbooks to deliver — Login/access, common incidents, reconciliation scripts, deployment checklist, DBA recovery steps, cutover tasks.
Knowledge transfer — Formal sessions and recorded videos; shadowing period; handover sign-off.

Weekly — Open ticket summary, P1/P2 incidents, SLA breaches, CI sprint status.
Monthly — Burn vs budget, utilization, aging backlog, top recurring incidents, availability % and root cause trends.
Quarterly — Business KPI impact (close days, invoice days), roadmap alignment, SLA review and adjustments.
Steering — Quarterly review with steering committee, sign off on strategic initiatives and budget adjustments.

Time & Materials (T&M) — Hourly rates by role; monthly invoice with timesheets and burn reporting.
Retainer / Pre-purchased hours — Discounted hourly rate; priority handling; rollover rules optional.
Fixed-price support bundles — For defined scope (e.g., 40 hours/month + agreed deliverables).
Outcome-based — Hybrid — base retainer + bonus/penalty tied to KPIs (e.g., close time reduction).
Blended day rates — For steady state operations or dedicated resource pools.

Maintain a live runbook and KB separate for P1/P2 and routine incidents.
Enforce a strict change control with emergency CAB steps and rollback plans.
Use capacity planning to protect headroom for month-end and seasonal peaks.
Build automated health checks and alert thresholds for integrations, batch jobs and key interfaces.
Implement knowledge transfer SLAs and periodic drills to avoid single-person dependencies.