Corporate Headquarters
9501 Sheridan Street
Lanham MD 20706
Phone: (301) 577-4111
Fax: (301) 577-0250
Email: ocg@ocg-inc.com
California Office
300 Frank Ogawa Plaza
Suite 256
Oakland, CA 94612
Phone: (510) 251-1401
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 Support on Demand - More For Less
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| Reduce production support costs |
Support end users with a smaller full-time support staff - "Do more with Less" |
| Improve operational efficiencies |
Engage knowledgeable support resources without employing them full-time |
| Enhance support capabilities without increased expense |
Use resources with specialized skills without employing them full-time |
| Quickly engage critical resources |
Highly trained resources are available to meet specific requirements when you need them |
| Optimize support dollars by using local consultants |
Focus support dollars on support and not on nonvalue added travel expenses |
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Support Levels No matter what the issue, Oakland Consulting Group’s Support on Demand team is available at whatever level is
required. With this approach, organizations are able to use the right resource to resolve specific problems. The three
support levels offered are:
End-User Support – includes identification, analysis and resolution of end-user application-specific service requests that
do not require configuration or development changes. These requests can normally be resolved over the phone.
Functional/Technical Break-Fix Support – encompasses the maintenance of an existing configuration and the
implementation of a new configuration. Included are the development and maintenance of reports, interfaces and
customizations; system performance tuning and database administration; and supplemental services, such as workflow
and portal support.
Ancillary Support – comprises training development and deployment, business process analysis, improvement and
engineering, and solutions consulting. (Ancillary services must be planned, scoped and approved by the client sponsor.
Payment for Ancillary Service will be based on time and materials and are not covered in service plan.)
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Service Vehicles Rather than paying a highly-trained, costly expert to handle a very simple problem, organizations select and pay for
support resources in accordance with the complexity of the issue. By offering a tiered approach to service delivery,
Support on Demand makes it easier for organizations to better control support costs. Service vehicles available at all
levels of Support on Demand service are:
Phone Support – designed for quick resolution of simple issues and questions, primarily used for end-user support.
Remote Support – provided via a remote connection to the client’s system and used to resolve moderately complex
problems/issues for end users and minor break-fix problems.
On-site Support – a consultant is deployed to the client’s location to provide face-to-face service. This is used primarily
to resolve complex functional/technical break-fix support on complex problems or issues and also is, on occasion, used
for end-user issue resolution.
Full-time Support – a consultant is assigned to provide dedicated, on-site support for one year or more. On-site
support is typically provided to augment a client’s existing support staff.
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Automated Problem Tracking and Solution Database Support on Demand is powered by Remedy Helpdesk software. Using Remedy, our clients are able to quickly and
efficiently submit a service request via a client interface on our Web site at www.ocg-inc.com. Once a service request
is entered in to the system, it is automatically routed to the appropriate support analysts. Our support analysts use the
system to document their work steps, document the solution and store the solution in our solutions database for future use.
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A Proven Solution A number of organizations engage Oakland Consulting Group’s Support on Demand service to support their ERP
systems, including private companies, universities, and state, local and federal government agencies. In fact, PeopleSoft
uses Oakland Consulting Group to support its internal implementations at its corporate offices in Pleasanton, California.
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