MavenWire Support Services
Leveraging MavenWire’s years of experience supporting OTM/GTM one can rest assured that their system is in the right hands. This know-how allows us to prevent and handle/resolve issues quicker and more efficiently. With resources in both United States and the United Kingdom you are sure to reach a friendly knowledgeable OTM/GTM expert during your supported business hours. MavenWire has been providing different levels of support to a variety of other companies to support both their production and implementation activities.
MavenWire Support Services can help you reduce the time, effort, and cost of operating your Oracle Transportation Management or Global Trade Managment instance. We provide a retainer-based service, providing you with predictable costs and the expertise to tackle the most difficult OTM/GTM issues and configurations. MavenWire will provide resources that will: answer any questions users may have, directly resolve technical and functional issues, configure and test OTM/GTM, and manage Oracle Meta-link tickets if needed. These resources will be available by phone and online request Monday through Friday from 7am CST to 3 am CST.
Support Procedures and Severities
- When the MavenWire Technical Support Group receives a call or email, a MavenWire Specialist (MS) enters an issue ticket into the Support system
- The MS will immediately attempt to resolve the issue. If the MS is unable to resolve the issue, he/she will identify the issue as a bug and escalate it to Oracle’s Meta-link Website. (MS will work with Oracle to ensure the issue is understood and a fix is identified. Support then notifies the client of the resolution and the steps that will be necessary to correct the issue within their environment.)
The client will then be notified of this resolution through email. Additionally, the client will be notified with a phone call if the issue was reported by phone or if the priority necessitated a rapid response.
The ticket will then be closed in the Support system along with their resolutions.
Support Plans
MavenWire offers a variety of Support Plans to assist clients with system questions and issues. Our plans include Standard, Enhanced, and Premium which support all business types and geographic regions.
| Offering | Standard | Enhanced | Premium |
| 8 AM to 5 PM Client Time Zone Based Support |  | | |
| Monday- Friday 24/5 Client Time Zone Based Support | | | |
| 24x7 Based Support | | ||
| Up to 2 Client Logins | | | |
| Up to 5 Client Logins | | | |
| Up to 8 Client Logins | | ||
| Web Based Portal for Logging and Tracking Issues | | | |
| Support Hotline | | | |
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