Get in Touch
Oracle E-Business Suite Scope Method Coverage How the service is designed FAQ
Scope Method Coverage How the service is designed FAQ
About Us
AI Solutions overview AI Consulting Services AI Strategy and Readiness Enterprise AI Implementation Generative AI Consulting Agentic AI Consulting AI Automation AI Integration
Oracle Services overview Oracle Fusion Cloud Oracle Fusion Financials Oracle Fusion HCM Oracle Fusion SCM Oracle Fusion Project Oracle Sales Cloud Oracle EPM Planning and Budgeting Oracle Hyperion Financial Accounting Hub Oracle BI Integration Oracle Technology Oracle SOA Suite Oracle DBA Oracle APEX Oracle OIC Oracle VBCS Oracle E-Business Suite EBS Upgrade and Support EBS Migration to Cloud Oracle NetSuite NetSuite SuiteScript NetSuite CRM NetSuite Supply Chain, Inventory & Manufacturing NetSuite HCM NetSuite Analytics & AI
Salesforce overview Salesforce Implementation Salesforce Integration Salesforce Managed Services Agentforce and Salesforce AI Salesforce Migration
Microsoft Enterprise Services overview Microsoft Dynamics 365 F&O Microsoft Business Central Microsoft Power BI The .NET Framework
Application Management overview Java Development Mobility Solutions Android App Development React Native Xamarin Universal Windows Platform Automation Testing Services Katalon Selenium DevOps Web Development LAMP Stack MEAN Stack E-commerce Solutions Enterprise E-commerce
Managed IT Services overview Infrastructure Monitoring Network Support End User Support System Support Managed Cloud Services Managed Security Services
Managed Business Services overview Logistics BPO Services Finance and Accounting Services Healthcare BPO Services Mortgage Loan Processing Order Processing
AtomicRoute Enterprise AI Atomic HR
Manufacturing Government and Non-profit IT Services and Networks Education Real Estate Media Logistics Pharmaceutical
Insights Newsroom Gallery Why AtomicNorth Get in Touch

E-Business Suite
support and upgrade

R12 estates that still run the business: application support, 12.2 upgrades, custom code maintenance and period-close cover, including the interfaces and reports built by people who have since left.

Support that documents the estate as it goes, so the system stops depending on individual memory.

Get in touch See how takeover works
Releases12.1 and 12.2

Including 12.2 online patching, which is the reason most upgrades stall.

Cover24×7 application support

Follow-the-sun rota, with period-close weekends staffed as standard.

Custom codeDocumented, then reduced

Every custom object we touch gets written down. The undocumented surface shrinks monthly.

DirectionMove when you decide

Staying on EBS for a few more years is a legitimate answer, and often the right one.

What we cover

The estate as it actually is

Most EBS estates are two systems: the standard product, and a layer of customisation that has outlived its authors. Both need supporting, and only one of them has documentation.

Application support

Functional and technical support across financials, procurement, manufacturing, HR and the modules around them, on a follow-the-sun rota.

Tickets are worked against documented run books rather than tribal knowledge, and the run book is updated when reality disagrees with it.

A queue with a named owner and a response you can hold us to.

12.2 upgrade

Upgrade from 12.1, including the online patching model, filesystem split and the customisation rework it forces.

The customisation inventory is built before the upgrade is scoped, because that inventory is the actual cost of the project.

An upgrade priced against your custom code, not a generic template.

Custom code and interfaces

Custom forms, reports, packages, concurrent programs and the inbound and outbound interfaces holding the estate together.

Each object is traced to the process it serves. Objects with no living process are proposed for retirement, with evidence.

A shrinking custom footprint instead of a growing one.

Period close

Close calendar support with the sub-ledger and GL steps timed, staffed and monitored, including quarter and year end.

Recurring close failures become problem records with owners, not a monthly ritual everyone plans around.

A close that stops being a fire drill.

Environments and patching

Cloning, patch cycles, CPU application, environment refreshes and release management across dev, test and production.

Patch decisions are documented with the risk accepted, so a deferral is a choice on record rather than a drift.

Environments that match, and patches that land on a plan.

Extended support strategy

Where you sit against Oracle's support dates, what each option costs, and what the risk actually is for your estate rather than in general.

This is analysis, not a nudge toward a migration. Sometimes the answer is to stay and mitigate.

A support position you can put in front of an audit committee.

Taking over an EBS estate

StageOneTake over

Knowledge transfer from the incumbent while they are still there, with our engineers shadowing the queue rather than reading a handover pack.

Credentials, monitoring and environment access move before any support responsibility does.

You receive:

A working inventory

Modules in use, customisations, interfaces, environments, patch levels, jobs, and the ten tickets that recur every month.

Where the incumbent has already left, we reconstruct this from the system itself. It takes longer, and it is still possible.

StageTwoStabilise

The recurring incidents first, because they are consuming the capacity needed for everything else, and they are usually four or five causes.

Monitoring goes on the concurrent manager, the interfaces and the close-critical jobs, which is where EBS fails quietly.

You receive:

A falling ticket count

Problem records against the top recurring causes, each with a fix, an owner and a date, reported monthly against the baseline.

The baseline is the incumbent's last three months, not our first.

StageThreeDocument and reduce

Run books written for the recurring work, custom objects traced to processes, and dead code proposed for retirement with evidence.

Every ticket worked leaves documentation behind, which is how the undocumented surface actually shrinks.

You receive:

A documented estate

Run book library, custom object register with process owners, interface map, and a retirement list with the effort to remove each item.

This is the deliverable that makes the next decision possible, whatever that decision is.

StageFourDecide

Stay, upgrade to 12.2, or migrate to Fusion, priced against the documented estate rather than against assumptions.

Because the same team supports the estate either way, we have no reason to push a migration that does not pay for itself.

You receive:

Three costed options

What each path costs, what it risks, what it needs from your team, and what the support position looks like in three years under each.

If staying is the right answer, the report says so and the mitigation plan comes with it.

01
Coverage

What the service includes

Delivered as a managed service, with project work quoted separately so a busy upgrade month never arrives on the support invoice.

Oracle E-Business Suite coverage
AreaScopeWhat changes for youModel
Functional support Financials, procurement, manufacturing, HR, custom modulesNamed analysts who know your configuration, not a rotating poolManaged
Technical support Concurrent manager, workflow, interfaces, performanceFailures caught by monitoring rather than by usersManaged
Period close Sub-ledger and GL close steps, quarter and year endClose steps timed and staffed, recurring failures fixedManaged
Custom code Forms, reports, packages, concurrent programsA register with process owners, and a retirement listManaged
Environments Cloning, patching, CPUs, refreshes, release managementEnvironments that match and a documented patch positionManaged
Upgrade and migration 12.2 upgrade, Fusion assessmentCosted options against your real customisation inventoryProject
How the service is designed

Support that reduces its own scope

A support contract priced per ticket rewards a provider for a noisy estate. Ours is a fixed monthly fee against the inventory, which means every recurring incident we eliminate is our own margin improving.

That is the only structure where documenting your custom code, retiring dead objects and fixing root causes are in our interest as well as yours.

Ask for a takeover plan
  • In the monthly feeFunctional and technical support, monitoring, close cover, patch cycles, run book maintenance and the monthly service review.
  • Quoted separatelyUpgrades, migrations, new module implementations, environment builds and integration development.
  • Yours to keepThe run book library, the custom object register and the interface map, from the first month and at exit.

Indicative structure. Final scope and rates follow a short discovery.

Questions we get asked

Before you renew an AMS contract

Can you support 12.1 past Oracle's support dates?

We can support the application. What nobody can provide is new Oracle patches, including security fixes, once a release is out of support. That distinction matters, so we state your position against the currently published dates, quantify the exposure, and set out the mitigations. What we will not do is imply that third-party support removes the underlying risk.

What about custom code with no owner and no documentation?

That is the normal starting condition. We trace objects to the processes that call them, interview the people who use the output, and document what we find as tickets touch each area. Objects with no living process go on a retirement list with the effort to remove them. Nothing is deleted on our judgement alone.

Can you cover only period close and quarter end?

Yes. Close-only cover is a common first engagement, because it is bounded, it is the point of highest pain, and it exposes most of the estate's real problems within two cycles.

Will you push us toward Fusion?

No, and the structure is why. We support the estate either way, so a migration that fails to pay for itself costs us a client relationship and gains us a project. The decision stage prices staying, upgrading and migrating side by side, and staying wins more often than vendors admit.

Do you take over from an incumbent provider?

Routinely, and it works far better when the incumbent is still in place for the first few weeks. Where the relationship has already ended, we reconstruct the inventory from the system. It takes longer and costs more, so if you are considering a change, start the conversation before you serve notice.

EBS thatholds.

Start with a takeover assessment or close-only cover. Both are short, both produce a documented estate, and neither commits you to a migration decision.

Get in touch Book a scoping call