Keep Oracle Fusion Running Flawlessly at a Fraction of the Cost
Mirketa delivers SLA-backed Oracle Fusion managed support for Cloud ERP, HCM, CX, EPM, and SCM. Our onshore–offshore model gives you local-time responsiveness for critical issues and offshore execution for enhancements, driving 30–50% cost savings versus a fully onshore team.
Talk to Managed ServicesOracle Fusion Support Dashboard
LIVE- Active
ERP P2P reconciliation error
- Resolved
HCM payroll integration failure
- In Sprint
EPM planning rule enhancement
Why Mirketa
Why Oracle Managed Services from Mirketa?
Most Oracle Fusion teams are stretched thin handling support, quarterly updates, enhancements, and governance all at once. Mirketa's managed support model takes that weight off your team without adding headcount.
Lower Total Cost of Ownership
Shift routine support and enhancements offshore while keeping critical incident response onshore. Mirketa clients typically reduce run costs by 30–50% compared to a fully onshore team, without sacrificing quality or SLA adherence.
Always-On Coverage
Our follow-the-sun model ensures local-time coverage for P1/P2 critical incidents and overnight progress on non-critical tickets. Your Oracle Fusion environment is monitored and supported around the clock, every day of the year.
Skills on Demand
Access certified Oracle Fusion developers and functional consultants across ERP, HCM, CX, EPM, and SCM - plus OIC integration specialists and OTBI/BIP reporting experts - without the hiring timeline or retention overhead.
Capacity Flexibility
Scale sprints and squads up or down based on release peaks, quarter close, payroll cycles, or seasonal demand without hiring delays. Add flex capacity for peak periods and scale back during quieter months.
Release Readiness
Quarterly Oracle Fusion updates are handled end-to-end: impact analysis, automated regression testing, defect management, change enablement for users, and go-live runbooks. No surprises, no disruptions.
Outcome-Driven Governance
We link enhancement backlogs to your KPIs - close cycle time, DSO, time-to-hire, forecast accuracy, OTIF - and show value in monthly scorecards. Transparent governance means you always know what you're getting.
What's Included
Everything Your Oracle Fusion Team Needs
Four service pillars that cover the full lifecycle of Oracle Fusion operations, from day-to-day user support to quarterly release management.
End-User Support (L1–L3)
- L1 triage, knowledge base, and guided resolution for common tasks
- L2 functional support for configuration and process issues
- L3 technical support for integrations (OIC/APIs), extensions (VBCS/APEX), and reporting (OTBI/BIP/Smart View)
- Dedicated support portal with SLA tracking and audit trail
Enhancements & Minor Projects
- UX tweaks, page composer changes, approval rules, and workflows
- New reports/dashboards, data loads, and FBIs
- Integrations and automations across HCM ↔ ERP ↔ EPM ↔ CX ↔ SCM
- Sprint-based delivery with backlog grooming and prioritization
Release & Change Management
- Sandbox strategy and quarterly Oracle update impact assessment
- Test plan and automated regression packs; defect management
- Go-live runbooks, cutover planning, and hypercare support
- Change enablement communications for end users
Governance & Quality
- Backlog grooming and sprint planning with your stakeholders
- SLA tracking (response/resolve), CSAT, and KPI scorecards
- CAB/architecture guardrails and security reviews
- Role design, SoD reviews, audit support, and PII safeguards
Delivery Model
Our Onshore–Offshore Support Model
The right person for the right task, at the right cost. Critical issues get local-time attention; enhancement work runs efficiently offshore.
Onshore Team
Critical Response & Client Governance
Your onshore consultants are your first point of contact for P1/P2 incidents, executive stakeholder communication, and governance oversight. They operate in your timezone.
- P1/P2 incident response within SLA
- Client relationship and escalation management
- Sprint planning and backlog prioritization
- Architecture decisions and change advisory
- Monthly KPI scorecard reviews
Offshore Team
Enhancements, Development & Scale
Your offshore pod handles the volume work: enhancements, development, testing, reporting, and integrations overnight and at scale, driving the cost efficiency of the model.
- P3/P4 ticket resolution and enhancements
- OIC integration development and monitoring
- OTBI/BIP/Smart View report builds
- Automated regression test execution
- VBCS/APEX extension development
Tooling & Ways of Working
Enterprise-Grade Tooling
Enterprise-grade tooling for intake, testing, CI/CD, observability, and knowledge management.
ITSM
ServiceNow / Jira for intake, SLAs, and audit trail
Testing
Automated regression packs; reusable scripts per release
CI/CD
Version control and pipelines for OIC, VBCS/APEX, reports
Observability
Integration monitors, failure alerts, performance dashboards
Knowledge
Playbooks, SOPs, user guides, KEDB for recurrent fixes
Pillar Coverage
Example Scope by Oracle Cloud Pillar
Cross-pillar depth under one roof: ERP, HCM, CX, EPM, and SCM plus OIC integrations and analytics.
ERP
- Close support & reconciliations
- P2P/O2C process fixes
- Financial reports & tax updates
- Subledger accounting rules
HCM
- Journeys & Time/Absence
- Payroll integrations
- Role audits & SoD
- Talent & performance flows
CX
- CPQ rules & lead-to-order
- Service SLAs & queues
- Campaign reporting
- Sales quota & territory
EPM
- Planning cycles & close calendar
- Rule tuning & calc scripts
- Narrative reporting
- Consolidation & eliminations
SCM
- Planning simulations
- OM orchestration
- WMS integrations
- Inventory & OTIF reporting
How We Work
From Discovery to Steady-State Support in 5 Steps
Discovery & Scoping
We assess your Oracle Fusion environment, backlog, SLA requirements, and team structure.
Model Design
We propose the optimal onshore–offshore mix aligned to your KPIs and risk profile.
Onboarding
Environment documentation, playbooks, ITSM setup, and knowledge transfer in 2–4 weeks.
Steady-State Support
Your dedicated pod handles L1–L3 tickets, release readiness, enhancements, and governance.
Continuous Improvement
Monthly scorecards track SLA adherence, CSAT, and KPI progress. Improvement sprints reduce recurring incidents.
Engagement Models
Choose the Model That Fits Your Business
Three flexible engagement structures plus optional add-ons for 24×7 cover, regression automation, and peak-period flex capacity.
Ticket-Based
A predictable monthly bundle with rollover for P3/P4 tickets. Ideal for organizations with stable, lower-volume support needs.
- Monthly ticket bundle with defined SLAs
- P3/P4 rollover to next month
- Monthly SLA and CSAT reporting
- Onshore escalation for P1/P2
Capacity-Based
A dedicated onshore–offshore pod sized to your backlog and SLAs. Best for organizations with ongoing enhancement needs alongside run-support.
- Dedicated named team (onshore + offshore)
- Full L1–L3 support coverage
- Sprint-based enhancement delivery
- Quarterly release readiness included
- Monthly KPI scorecards and exec dashboards
Hybrid
A fixed base for run-support with sprint add-ons for mini-projects. Ideal for organizations that need predictable costs with occasional burst capacity.
- Fixed monthly base for run-support
- Sprint add-ons for enhancements
- Flex capacity for quarterly peaks
- Optional 24×7 critical cover
Service Tiers
Oracle Fusion Managed Support Tiers
From essential run-support to full-service managed operations. Choose the tier that matches your team's needs and budget.
Silver
Essential Support
Core run-support for organizations that need reliable L1–L2 coverage and quarterly release readiness without a full enhancement backlog.
- L1–L2 end-user support
- Quarterly release impact assessment
- Monthly SLA reporting
- Business-hours coverage
- Shared support team
Gold
Full Managed Operations
The complete managed support experience: L1–L3 coverage, enhancements, release management, and governance reporting with a dedicated pod.
- L1–L3 full support coverage
- Dedicated onshore–offshore pod
- Sprint-based enhancement delivery
- Quarterly release readiness end-to-end
- Monthly KPI scorecards
- SoD and security reviews
- Follow-the-sun coverage
Platinum
Enterprise Premium
For large, complex Oracle Fusion environments requiring 24×7 critical cover, dedicated architecture oversight, and executive governance reporting.
- Everything in Gold
- 24×7 P1/P2 critical cover
- Dedicated solution architect
- Regression automation build-out
- Executive quarterly business reviews
- Peak-period flex capacity
Why Mirketa
Oracle Managed Support You Can Actually Count On
Mirketa has been delivering Oracle Cloud services since the early days of Oracle Fusion. Our team combines deep cross-pillar expertise with a proven onshore–offshore delivery model and enterprise-grade governance practices.
Oracle Partner Network
Recognized Oracle partner with certified consultants across all major Fusion pillars.
Agile + ITIL
Sprint-based delivery with ITSM rigor and auditable change control.
Security First
SoD, least-privilege roles, compliance reporting for SOX, HIPAA, and GDPR.
Transparent Governance
KPIs, SLA scorecards, exec dashboards, and continuous improvement plans.
FAQ
Frequently Asked Questions About Oracle Fusion Managed Support
Straight answers to the questions we hear most from Oracle Fusion teams evaluating managed support.
Oracle Fusion managed support from Mirketa covers L1–L3 end-user support, enhancements and minor projects, quarterly release and change management, and governance and quality reporting, a complete lifecycle service across ERP, HCM, CX, EPM, and SCM.
Oracle Premium Support is Oracle's own break-fix and technical support offering for licensing-covered issues. Mirketa's Managed Services goes further: combining L1–L3 support, enhancements, release readiness, and governance under one accountable onshore–offshore team, with SLAs tied to your business outcomes rather than just ticket closure.
Onshore consultants handle P1/P2 incident response, client governance, and architecture decisions in your timezone, while an offshore pod executes P3/P4 tickets, enhancements, integrations, and reporting at scale, giving you local responsiveness for what's critical and cost efficiency for the rest.
SLA targets are tiered by ticket severity: typically 1 hour for P1 critical incidents, with defined response and resolution windows for P2–P4 tickets agreed during onboarding and tracked in monthly scorecards.
We run impact analysis on every quarterly Oracle Fusion update, execute automated regression packs, manage defects, prepare go-live runbooks, and communicate changes to end users, so updates land as a non-event instead of a scramble.
Yes. Our offshore pod builds and monitors OIC integrations connecting Oracle Fusion to third-party systems, with automated failure alerts and performance dashboards to catch issues before they affect users.
We support Oracle Cloud ERP, HCM, CX, EPM, and SCM, plus Oracle Integration Cloud (OIC) integrations and OTBI/BIP/Smart View reporting across all five pillars.
Onboarding typically takes 2–4 weeks and includes environment documentation, playbook creation, ITSM setup, and knowledge transfer from your current team or vendor before we take on live tickets.
We offer Ticket-Based, Capacity-Based, and Hybrid engagement models, plus optional add-ons like 24×7 critical cover, regression automation, and peak-period flex capacity.
Security is built into every engagement through segregation-of-duties reviews, least-privilege role design, audit support, and compliance reporting aligned to SOX, HIPAA, and GDPR requirements.
Break-fix support waits for something to break. Managed support proactively monitors your environment, handles quarterly releases before they become urgent, and ties enhancement work to your business KPIs, so fewer incidents happen in the first place.
Yes. Clients typically see 30–50% lower run costs by shifting routine support and enhancements to our offshore pod while keeping critical incident response onshore, without sacrificing SLA adherence or quality.
Yes. We run a structured knowledge-transfer and onboarding process - environment documentation, playbook creation, and shadow support - so the transition from your current vendor or internal team happens without a coverage gap.
Keep Oracle Fusion Stable, Secure, and Continually Improving Without Growing Headcount
Speak with a Managed Services lead or request a cost-savings assessment today. Most clients see a clear ROI within the first quarter.
Schedule a 15-Minute DiscoveryGet Started
Schedule an Oracle Managed Services Consultation
Tell us about your Oracle Fusion environment and support needs, a managed services specialist will follow up within one business day to discuss SLA-backed coverage across ERP, HCM, CX, EPM, and SCM.
- A specialist follows up within one business day
- A no-obligation conversation about your specific goals
- Answers from someone who actually works in this space
- Your information stays confidential
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