Managed Services

We offer flexible and scalable pricing models, including fixed monthly, consumption-based (with a monthly minimum commitment), and hybrid. Most customers choose a model based on their ticket volume, complexity, and the level of proactive support they need. We help you compare options, so you pick the model that gives you predictable costs and the right level of coverage.

Our AMS scope includes day-to-day SLA based support, help desk, break/fix, reports, integrations, technical & custom development, functional support, root-cause analysis, release updates, and minor enhancements. Items considered out of scope typically include large projects, new module implementations, and major redesigns. We define the boundary clearly so there are no surprises.

SMACT Works uses a hybrid support model. We have an onshore and offshore model that delivers 24×7 coverage and cost efficiency. Our onshore team leads handle critical functions such as governance, architecture, functional design, and customer communication, while our offshore delivery teams provide round-the-clock support and monitoring. We also offer complete onshore or offshore services based on your needs.

Our AMS team is made up of certified Oracle professionals who bring an average of 12+ years of hands-on functional and technical expertise. Clients have access to senior resources because every engagement includes a dedicated Service Delivery Manager and a Customer Success Director with over 20 years of industry experience to guide and support your project.

We define SLAs based on your needs and the complexity of your environment. Many clients receive tiered SLAs with 15 to 30-minute responses for critical issues, same-day action on high-priority items, and clear resolution targets for every severity level. Also, you get daily and weekly status reports, monthly reviews, and complete visibility into ticket performance, hours utilized, and SLAs through our service desk ticketing system.

We use an enterprise ticketing platform that captures all incidents, service requests, enhancements, and change activities. Each ticket is prioritized by impact and urgency. Clients get a real-time dashboard showing the status of every request. Hours are reported daily and monthly with complete transparency, so you always know precisely where effort is being spent.

Our transition and onboarding process is structured for rapid value. Within the first 30 days, we complete knowledge transfer, environment walkthroughs, documentation review, backlog cleanup, SLA alignment, and initial stabilization. Most clients begin seeing measurable value in the first month, with complete stabilization typically achieved within 60–90 days, depending on the environment size and complexity.