Vendor support is typically focused on managing issues and bugs; so in addition we offer maintenance contracts for functional and technical support.
In our experience we know that it's often the case that users need help with practical issues, for example when setting up procedures or designing CRF pages or understanding error messages and warnings.
We have an on-line support system to help with these kinds of problems. For a flat monthly fee you get a certain number of tickets that can be used to log an issue.
Interim Patch Management
As Oracle releases i-patches between major releases it is important to analyse each of these and determine if the patch is required. We do this for all patches that are released and provide a detailed description of the issues addressed (with a risk analysis) together with an Installation Qualification and User Acceptance Test. Together these documents allow you to understand if you need to apply a patch and if so to then easily install the patch and test it. This service is available for a flat monthly fee.