SLA-Driven Oracle Cloud & Managed Services

Trusted & Results-Driven AMS Support Services

SMACT AMS Support is our comprehensive, enterprise-grade managed services program built specifically for organizations running Oracle Applications. Designed to go far beyond traditional break-fix support, SMACT AMS Support delivers proactive monitoring, analytics-driven insights, and a fully integrated suite of functional, technical, and project management services. Our goal is to ensure your Oracle environment remains stable, optimized, and continuously improving—so your team can focus on strategy while we take care of the operations.

Voice of our customers Trusted Perspectives from Those We Serve

We were looking for training on PeopleSoft, but did not know where to start. A co-worker introduced us to SMACT Works to arrange the training we needed. Everything flowed smoothly from there. SMACT Works was very responsive throughout the process. The instructor was very knowledgeable and enthusiastic. We all enjoyed the training and learned a lot. We are very satisfied with the service SMACT Works provided and highly recommend it to anyone in need.

Khoi Dinh ToAssistant VP, Institutional Research & Analytics

SMACT Works has been supporting our Financials and Student Information Management systems for over five years. Their Application Managed Services team is very knowledgeable and responsive. We have always received timely support, and they have become an integral part of our teams. Thanks to their managed services we are able to have stable applications and able to support our business operations effectively. I highly recommend SMACT team and wish them all the best.

Chris MillerAssociate VP, Edumind Learning Systems

We engaged SMACT to work on a few Peoplesoft fluid projects and the experience was great all around. Their team was great to work with, very involved in all aspects of the project and very responsive. SMACT was able to deliver all projects within budget and on schedule. Their knowledge and expertise were so valuable that we retained one of their technical resources to work on other projects in our organization. Overall, we highly appreciated our collaboration with the SMACT team. Their expertise was instrumental in successfully rolling out multiple projects.

Andy SanchezAssistant Vice President, HR Process & Systems

AMS Benefits

SLA-Driven Support

Deliver 24/7 SLA based proactive support, ensuring reliable and rapid support for mission-critical Oracle environments.
Bespoke Support

Tailored support delivered by Functional and Technical SMEs in all subject areas to meet your unique support needs.
Flexible Support

Easily ramp up or down the resources to adapt quickly to changing priorities and evolving business needs.

ASK SMACT Answers That Help You Move Forward

Which managed services pricing models do you offer, and how do I choose the best fit for us?

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.

What’s included in your managed services scope, and what falls outside standard 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.

Where is your team located (onshore, offshore, hybrid), and how does that affect support and cost?

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.

What experience does your AMS team bring, and will we have access to senior resources?

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.

What SLAs can we expect for response, resolution, and communication?

We define SLAs (service levels) 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.

How do you track, prioritize, and report on service requests and hours spent on our account?

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.

What does the transition and onboarding process look like, and how soon will we start seeing value?

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.

SMACT Support

Application Managed Services (AMS) Built for Mission-Critical Oracle Environments

Trusted & Results-Driven AMS Support Services

AMS Overview Components that work together to provide a seamless, unified support experience

Customer Portal

Analytics Hub

Agent Portal

Voice of our customers Trusted Perspectives from Those We Serve

Khoi Dinh ToAssistant VP, Institutional Research & Analytics

Chris MillerAssociate VP, Edumind Learning Systems

Andy SanchezAssistant Vice President, HR Process & Systems

AMS Benefits

SLA-Driven Support

Bespoke Support

Flexible Support

ASK SMACT Answers That Help You Move Forward

HeadQuarters

Partner with us

Global Delivery