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Application Maintenance and Support

Overview

In the last 20+ years we have proven ourselves to be a reliable and professional partner to our clients and have been providing application support and maintenance services to them.  We provide a round-the-clock, 365 days IT support services. Our clients include companies such as SWN, Cabot, and Enervest.
Your company gets the following advantages with our professional application support services.
  • In-house IT resources to focus on core competencies for Free.Faster service response and resolution time.
  • New products releases get smoother introduction and upgrades to end users.
WHAT PEOPLE SAY ABOUT US
“I want to thank Value Global for doing a fantastic job during our implementation of P2’s Enterprise Upstream modules and TEL.  The people on the project were very knowledgeable and dedicated. It was a tough project and everyone worked diligently to overcome any obstacle that came along.  It has been a great partnership and I look forward to working with you in the future.”
– Karen Holcomb, Senior Manager

Support Services Offered

Level 1 Support
A user support team receives queries through your preferred channel – phone/video calls, chat, and social networks, via email, using specific web forms or a tracking system. The queries are registered and prioritized by the service desk team. They collect the comprehensive description of the problems you faced, and solve simple, previously documented issues.  Other issues are passed to the next level of support. The incident is taken over by a Support Engineer who provides status according to agreed SLA till its closure.
Level 2 Support
A trained technical support team deals with system troubleshooting, monitors key performance indicators of the system as well as takes care of simple configuration issues, software installations, and routine maintenance.
Level 3 Support
A trained technical support team deals with system troubleshooting, monitors key performance indicators of the system as well as takes care of simple configuration issues, software installations, and routine maintenance.

CASE STUDY

A Major HSE provider

Client Challenge

We helped Hazsoft to provide high-level of customer service while improving operations and developing more cost-efficient processes. We were engaged by them to provide full product lifecycle support services including architecture, design, development, implementation, and post production support to better manage and maintain their Health and Safety suite of products. 

Results

Our team of architects, developers, QA/testing experts, and product specialists gave support to Hazsoft’s 400+ customer base. Our team also helped the in-house team to manage and develop new content for Hazsoft’s suite of products at a much faster time-to-market. 
 

Technology Stack

.NET, SQL Server.

Duration

6+ years and ongoing Product lifecycle support and  management of their Product suite

CASE STUDY

Southwestern Energy

Situation

Southwestern Energy needed to implement a new ERP across departments and to replace their existing system. They engaged Value Global to implement Enterprise Upstream, as well as integrate it with TEL. VG also architected more robust reporting and solutions for management and operations, while scaling team size and utilizing an onsite/remote delivery model according to project requirements, allowing our team to perform the work at 30% of the cost of a traditional delivery model.

Results

The implementation in Joint Venture Accounting (Finance), Production Management, Revenue/Settlement, and Partner Balancing (Operations) departments resulted in huge cost savings throughout the company.  Both TEL and EBS Integrations and Reporting were SLA compliant and on budget. VG continues to provide production support through global delivery model.

Technology Stack

Oracle eBS R12, Enterprise Upstream (JVA, Production, Settlement, Partner Balancing), TEL & EBS Integrations, Informatica, OAF

Duration

2011 to Current (For 6+ years)

Testimonial

“I want to thank Value Global for doing a fantastic job during our implementation of P2’s Enterprise Upstream modules and TEL.  The people on the project were very knowledgeable and dedicated. It was a tough project and everyone worked diligently to overcome any obstacle that came along.  It has been a great partnership and I look forward to working with you in the future.” Karen Holcomb, Senior Manager

CASE STUDY

Golfsmith

Situation

A quick seamless transition was needed for Golfsmith and a Canadian third-party logistics provider when they decided to merge. Golfsmith’s Oracle EBS environment (with custom extensions) was required to be integrated with provider’s systems to ensure that the provider received the most accurate and up-to-date data.

Results

We ensured on-time completion of the integration with aggressive adherence to timelines by using a blended delivery model. As a result the client saved over $150,000.

Technology Stack

Oracle EBS R12 (INV, PIM, PO, EDI, OM, WMS) with custom extensions
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