Retainer
EBS Care
Ongoing Oracle E-Business Suite technical support and customization work, delivered by senior engineers on a monthly retainer with a clear SLA.
Why it matters
The problem it solves
EBS environments accumulate: custom RICEFW objects, workflow tweaks, integration patches, and years of small extensions no one fully owns anymore. When something breaks, or someone asks for a change, you need a senior engineer who already knows EBS internals, not a ticket queue and a junior on a lookup.
EBS Care gives you predictable monthly access to that engineer, with a real SLA and no minimum staff you have to keep on payroll.
Scope
What's included
- SLA-based Oracle EBS technical support
- RICEFW fixes: Reports, Interfaces, Conversions, Extensions, Forms, Workflows
- Ticket portal with clear ownership per ticket
- Monthly health report on tickets, effort used, and recurring risks
- P1 response-time SLA (not resolution), plainly stated
- Unused hours roll over for a maximum of one month
- Out-of-scope work quoted as a mini-project before any effort is spent
Investment
Pricing
Transparent starting points. Larger or more complex estates are scoped individually.
Basic
$1,000/mo
12 hours / month
Plus
$1,800/mo
24 hours / month
Priority
$2,800/mo
40 hours / month
Enterprise
Scoped individually
Large or complex estates
For large EBS footprints, multiple operating units or entities, heavy customization backlogs, or programme-level work. Dedicated senior capacity and an SLA agreed with you.
Book a call to scope it →Delivery
How we work
Step 1
Onboarding
Short technical review of your EBS environment, customizations, and current pain points. We document what we're picking up.
Step 2
Ticket intake
You raise tickets via the portal (or email). Each ticket gets a named owner and a triaged priority.
Step 3
Delivery
Work is executed against the retained hours. Larger asks are scoped as mini-projects before we start.
Step 4
Monthly review
You get a health report: what was fixed, hours used, hours rolled, and any risks we noticed in passing.
Answers
FAQ
What counts as out of scope?
Anything that materially exceeds the retained hours for a single ask: new custom modules, large data migrations, full workflow rebuilds. We quote those as fixed-price mini-projects up front so there are no surprise burn-downs.
Is the P1 SLA a resolution-time guarantee?
No, and we're explicit about that. P1 is a response-time SLA: a senior engineer acknowledges and starts work within the SLA window. Resolution depends on the issue. We don't sell fictional fix-time guarantees.
What happens to hours we don't use?
They roll over one month, then expire. This keeps the retainer honest: you're paying for capacity, not banking indefinite credit.