Save more than 50% on your support costs by outsourcing some or all of your Oracle and MS SQL Server support requirements to Red Rock. Maintaining a team of in-house support staff is expensive. There is the fixed cost of salaried support staff, the on-going cost of keeping their knowledge up-to-date as well as management time and the cost of maintaining a 24x7 support infrastructure. Furthermore, many organisations find it difficult to attract and retain qualified staff with expertise across multiple application modules, versions and technology platforms

As a business manager, you need to ensure you have the necessary people, processes and infrastructure to keep your application systems running smoothly and your valuable business data adequately protected. Your internal users, customers and shareholders depend on this.

Red Rock can help to mitigate the many risks of supporting your applications and database environments by providing:

• Expert skills to manage your Oracle and MS SQL Server environment or to supplement your internal team
• Support when you need it including comprehensive 24x7 coverage
• Automated proactive monitoring of your systems
• A team of specialists who understand your environment eliminating the risk of a single point of failure

Red Rock is the market leader in Oracle Applications and Database support with the largest independent Oracle support organisation in Australia and New Zealand.  We have been providing support services to our clients since 1998 and support more than 85 customers in a wide range of industries across five countries.

What makes our approach to support different is the degree of flexibility we have to meet our customer’s unique requirements.  We support organisations of all sizes, from all industries, each of whom have differing levels of requirements.  Each of our support engagements is tailored to our customer’s specific business needs.

Some of our clients require a fully outsourced support service as they do not employ specialist Oracle and MS SQL Server skills in-house, whilst others employ a team and use Red Rock to fill the knowledge gaps or for day-to-day maintenance and monitoring, allowing their own team to work on more strategic projects.  Whether a customer requires two days or two hundred hours of support a month, we will design a support model around their specific business needs to ensure they are only paying for the level of support required.

Our flexible approach to the discounted pre-paid hours bought by our customers allows them to use their Red Rock support hours for anything Oracle or MS SQL Server related, whether it be applications or database support, small projects, strategic advice or training. We understand that customer’s requirements change over time and, therefore, we closely partner with them to plan ahead, ensuring costs remain low and any identified risks can be mitigated before becoming a problem.

Red Rock has an entire team solely dedicated to supporting our customers.  This team is comprised of more than 65 full-time support professionals not ‘off the street” contractors or consultants who roll on and off major projects.  On average, each of our support consultants has 9 years experience and relish the varied challenges that supporting complex systems offer.

In addition to their Oracle and MS SQL Server experience, our support team has ‘real life’ business experience that includes project implementations, project management and/or accounting. Many of our consultants have also worked at Oracle Corporation or Microsoft at some point during their careers.

Ensuring a smooth transition into Red Rock’s support programme is essential in minimising business disruption, ensuring support risks are appropriately managed, gaining the confidence of your internal team and forging a strong partnership with Red Rock.

Red Rock follows a proven transition process to make the switch to a new support provider painless and efficient. Your Red Rock Account Manager will manage this process and draw on the vast expertise and experience of our support team.

Red Rock customers benefit from our proven support processes and methodologies as well as the economies of scale we achieve in supporting more than 85 customers.
 
Red Rock successfully services local, national and international customers via a mixture of both remote and on-site support.  We are able to seamlessly “plug in” to customers’ existing infrastructure using secure VPN connectivity.

Our outstanding track record is testimony to the success of our approach to support.

Red Rock takes a proactive approach in supporting our customers’ environments. For example, with our Red Alert™ and Rock Solid™ automated monitoring tools, we can detect issues before they become problems and have a negative impact on production processing. We perform proactive environment “health check” reviews to pinpoint problematic areas and to identify trends.

We believe our customers get the best value for money by having our team take steps to proactively address issues whenever possible and tackle the underlying causes of problems when performing work reactively.

Innovation comes from deep understanding. Our deep understanding of Oracle and MS SQL Server allows us to be innovative when solving business problems. We leave no stone unturned in the challenge to leverage the Oracle and Microsoft products to their maximum potential.

The level of Red Rock’s investment in time and resources into new technologies is designed to maximise our ability to assist customers in finding the best solution for both their current and potential future business needs. Red Rock has gained a reputation for providing innovative solutions as well as adopting and applying new technology.

Lastly, but most importantly, providing outstanding customer service and delivering the best possible solutions is the key focus of our Support Services Team. We are confident our customers will attest to the capability, commitment and effectiveness of Red Rock’s Support Services.