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Call Activity Monitoring and Reporting

The PureApps Support Team will provide customers with regular updates on the progress of their Service Requests. When the severity of the issue is classified as a Severity 1, the customer can expect an update at least every 2 hours until resolution. However, if PureApps Support escalates the issue to Oracle, then we will update the customer accordingly and will communicate any action plan.

Service Request Monthly Summary

PureApps can provide a monthly report to customers, detailing, but not limited to, the following:

  • Number of SRs received per month
  • Number of SRs that have been carried over from previous month
  • The total number of SRs raised by priority
  • Chart representing resolution times of SRs based on SLA
  • Number of SRs per product and Request Type
  • Top requesters for the month

Examples of this are included here, the format may change based on the number of SRs received.

Total Number of SRs Handled
Total Number of SRs by Priority