ONAS delivers Oracle Managed Services and deliver end-to-end operational excellence across Oracle environments, combining deep DBA expertise with advanced Cloud MSP capabilities. We provide proactive monitoring, performance optimization, security management, patching, backup and recovery, and continuous system health checks to ensure business continuity.
Leveraging automation, AI-driven insights, and industry best practices, we minimize downtime, enhance system performance, and optimize cloud costs. From on-premise Oracle databases to hybrid and full cloud environments, our experts ensure seamless operations, rapid issue resolution, and scalable infrastructure aligned with your business goals.
What We Support
Oracle Managed Services (OMS) Provides end-to-end Operational Support for:
Oracle EBS
Full Lifecycle Support For Oracle EBS Applications
Oracle Fusion Cloud
Functional & Technical Support for Fusion Modules
OCI Infrastructure
Cloud Setup, Monitoring & Optimization
Databases
Autonomous, Exadata & DB Cloud Management
Middleware
WebLogic & Integration Platform Support
Integrations & Custom Apps
API, Interfaces & Custom application support
Oracle Managed Services End-To-End Support
- Application Support
- Technical support
- Infrastructure support
- Database support
- Security & compliance
- Monitoring & Tools
Oracle Managed Services
Application Support
- Issue Resolution
- Configuration changes
- Period-end support
- User access requests
- Report troubleshooting
- Enhancement support
Technical Support
- Interface monitoring
- BI Publisher reports
- Performance tuning
- Patch validation
- Data fixes
- Workflow troubleshooting
Infrastructure Support
- Server monitoring
- Backup & restore
- DR testing
- Capacity planning
- OS patching
- Network monitoring
Database Support
- Performance tuning
- Index optimization
- Backup strategy
- Database patching
- Data Guard monitoring
Security & Compliance
- IAM role review
- SoD analysis
- Audit log review Access
- Recertification
- Quarterly update impact analysis (Fusion)
Monitoring & Tools
- Oracle Enterprise Manager
- OCI Monitoring
- ServiceNow / Jira
- OEM Cloud Control
- APM tools
Managed support Levels
L1
L1 – Service Desk / First-Level Support
- Ticket logging
- Initial triage
- Password resets
Basic - troubleshooting
- Routing to L2/L3
L2
L2 – Functional / Technical Support
- Configuration issues
- Process validation
- Data corrections
- Workflow issues
- Minor enhancements
L3
L3 – Expert / Engineering Support
- Complex issues
- Code-level debugging
- Performance issues
- Integration redesign
- Patch conflict resolution
L4
L4 – Oracle Product Support
- Product defects
- Bug fixes
- Core system errors
- Patch releases
Managed Support Model (L1 -L4)
Structured Support Framework with clear Escalation
& Response Timelines
Severity Levels (Incident Classification)
Severity 1 (Critical)
- System down
- Production outage
- Financial close blocked
- 🕓No Response: Immediate (15–30 mins)
Resolution: 4–8 hours (as per SLA)
24/7 support required
Severity 2 (High)
- Major functionality impacted
- Large group affected
Workaround available but limited - 🕓 Response: 1 hour
- ⚙️Resolution: 8–24 hours
- 📞 24/7 support required
Severity 3 (Medium)
- Moderate issue
- Limited users impacted
- Workaround available
Response: 4 hour- Resolution:2-3 Business days
- 24/7 support required
Severity 4 (Low)
- Minor issue
- Cosmetic issue
- General query
- Enhancement request
- No Response: 1 Business day
- Resolution: As Scheduled
- 24/7 support required