Support Services
Going live on Oracle Fusion Data Intelligence is not the finish line — it is the starting point. As your business evolves, Oracle releases quarterly updates, reporting requirements change, and new teams need new dashboards.
Clodain's Support Services are designed to keep your FDI environment healthy, current, and continuously delivering value after go-live. Available as a monthly retainer with fixed hours, support gives your organization a named Oracle partner on call — without the cost of a full-time hire.
What Support Covers
Break-Fix & Issue Resolution
When something is not working — a report returning incorrect data, a dashboard not loading, a data pipeline stalling, or a user access issue — CLODAIN diagnoses and resolves it fast. We understand FDI's architecture from the inside out, which means faster root cause analysis and less time your teams spend waiting for answers.
Report & Dashboard Enhancements
Business needs evolve. New KPIs get added, existing reports need refinement, and new teams come online needing their own dashboards. Enhancement support covers building new reports and dashboards, modifying existing analyses, extending subject areas, and adding new metrics — all within your governed FDI environment.
Oracle Quarterly Patch Management
Oracle releases FDI updates on a quarterly schedule. Each update can introduce new features, change existing behavior, or affect custom configurations. CLODAIN reviews each quarterly release, assesses the impact on your specific environment, tests critical reports and pipelines in your non-production environment, and manages the deployment to production — so updates enhance your platform rather than disrupt it.
Response Time Commitments
Clodain's response times are tiered by severity so critical issues get immediate attention and routine requests are handled efficiently within the retainer.
Severity
Description
Response Time
Critical
High
Standard
Dashboards or pipelines down — business operations impacted
Reports returning incorrect data or key users locked out
Enhancement requests, configuration changes, new reports
Same business day
Next business day
Within agreed sprint cycle
How Support Is Packaged
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Support is available as a monthly retainer with a fixed number of hours agreed upfront. This gives your organization predictable cost, guaranteed availability, and a consistent named resource who knows your environment — not a different person every time you raise a ticket.
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Retainer hours roll over within the quarter, giving you flexibility to use more hours in a heavy month — such as immediately after an Oracle quarterly update or during a new module rollout — and fewer in quieter periods.
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Support is delivered during extended business hours, covering the standard US East Coast business day plus additional coverage for urgent issues outside core hours.
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Support retainers cover ongoing maintenance and enhancements within your existing FDI environment. The following are scoped and quoted separately:
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New FDI module implementations (e.g. adding HCM analytics if not previously implemented)
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Major semantic model redesigns
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New Oracle Fusion application integrations
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Training programs for new users or teams
What Is Not Included
What You Get With a Support Retainer
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A named Clodain solutions architect who knows your environment
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Fixed monthly hours — no surprise invoices
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Break-fix resolution with severity-based response times
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Report and dashboard enhancements as business needs evolve
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Quarterly Oracle patch review, testing, and managed deployment
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Extended business hours coverage
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Monthly summary of hours used and work completed
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Organizations post-FDI go-live who need ongoing maintenance without a full-time hire
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IT teams who manage FDI alongside other platforms and need specialist backup
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Finance and Supply Chain leaders who need new reports built quickly without internal bottlenecks
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Companies running Oracle quarterly updates who want patch impacts assessed before production deployment
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Any organization that has invested in FDI and wants to protect and grow that investment over time