Training and Support Services
Create Sustainable Value from Your Enterprise Systems
ERA provides functional training, technical training, user adoption, ticket-based support management, SLA tracking and post-go-live support services for Oracle Cloud and on-premise enterprise applications.
We manage training and support processes end-to-end to help users use systems correctly and effectively, manage support requests in a measurable way, track data and integration issues, and support sustainable system efficiency.
Functional and Technical TrainingUser AdoptionTicket-Based Support ManagementSLA and Resolution Process TrackingRemote, On-Site and Hybrid Support
Our Service Model
Functional and Technical Training
Ticket-Based Support Tracking
SLA-Based Response and Resolution
Continuous Improvement
Training and Support Lifecycle
End-to-End Service Model from User Adoption to Continuous Support
Successful enterprise application usage is possible not just by installing the system, but by users mastering the processes, correctly managing support requests, maintaining data integrity and continuously improving the system to meet changing needs.
Training Needs & User Analysis
ERA TRAINING
& SUPPORT
SERVICESEnd-to-End Service Model
& SUPPORT
SERVICESEnd-to-End Service Model
Functional & Technical Training Plan
User Adoption & Knowledge Transfer
Ticket-Based Support Management
SLA, Response & Resolution Tracking
Continuous Improvement & Live Support
WHY ERA?
Reliable Training and Support Approach with Enterprise Application Experience
ERA approaches training and support services not merely as a question-and-answer or error-resolution process, but as a long-term service model that enables organizations to derive sustainable value from their enterprise applications.
Enterprise Application Experience
We bring consulting and project experience gained across Oracle Cloud and on-premise applications into training and support processes.
Functional Process Knowledge
We provide support for daily operations by understanding business processes across ERP, EPM, HCM, CX, JD Edwards EnterpriseOne, Siebel CRM, Oracle Hyperion and Oracle BI systems.
Technical Support Capability
We provide technical support and guidance in application, database, integration, reporting, technical infrastructure and system performance areas.
Ticket and SLA Discipline
We make prioritization, response, resolution and measurement processes manageable by tracking support requests on a ticket basis.
User Adoption
We provide customized training, documentation and knowledge transfer to help users use the system correctly and effectively.
Continuous Improvement
We regularly evaluate new needs arising after go-live, recurring requests and improvement areas.
Our Training Services
Functional and Technical Training that Increases User Mastery
The benefit expected from enterprise applications is directly related to users' mastery of the processes and system. ERA plans training services according to the organization's application, module, role and user profile.
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Functional Trainings
Functional training sessions for ERP, EPM, HCM, CX, JD Edwards EnterpriseOne, Siebel CRM, Oracle Hyperion and Oracle BI processes, aligned with users' daily operations.
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Technical Trainings
Technical training sessions to help technical teams work more effectively in application, reporting, data, integration and system management areas.
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Process-Based Trainings
Hands-on trainings built around the organization's actual business processes, screens, reports and user scenarios instead of standard training formats.
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On-Site, Remote and Hybrid Training
We deliver training on-site, remotely or in hybrid format according to the organization's needs; the plan is determined based on user count and scope.
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Key User Training
Targeted trainings for key users within the organization to help them take ownership of the system and provide first-level user support.
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Training Documentation
We support training content with user guides, process notes and screen-based explanations, tailored to the organization's needs.
Our Support Services
We Support System Continuity After Go-Live
After go-live in enterprise applications, user questions, error reports, data checks, integration problems and reporting needs may arise. ERA helps manage these needs in a measurable and prioritizable manner.
Functional Support
We evaluate support requests related to users' business processes, screen usage, transaction steps, module behaviors and data entries.
Technical Support
We provide support in application, database, integration, reporting, performance, access and technical infrastructure areas.
Post Go-Live Support
We provide support for user adoption, error resolution, process guidance and stable usage on newly launched systems.
Integration and Data Controls
We support controls related to inter-system data flows, integration errors, data transfers and reporting outputs.
Reporting and User Requests
We provide support on using existing reports, new reporting needs, data accuracy, management dashboards and output controls.
Continuous Improvement Support
We contribute to building a more sustainable usage structure by evaluating recurring issues and process improvement areas.
Systems and Applications We Cover
Training and Support for Your Oracle Cloud and On-Premise Applications
ERA provides training and support services for both cloud and on-premise enterprise applications with its Oracle ecosystem experience. The service scope is shaped according to the organization's application, module, technical structure and support needs.
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Oracle ERP Cloud
User training and support services in finance, procurement, project, supply chain, reporting and integration processes.
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Oracle EPM Cloud
Training and support in planning, budgeting, consolidation, reporting, data integration and user adoption areas.
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Oracle HCM Cloud
Support for core HR, employee data, recruitment, performance, talent, payroll integration and user experience processes.
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Oracle CX and Siebel CRM
Training and support in customer relationship, sales, service, call center, customer data and process management areas.
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JD Edwards EnterpriseOne
Functional user training, technical support, reporting, integration, data checks and post-go-live support services.
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Oracle Hyperion and Oracle BI
Planning, financial reporting, data model, management dashboards, reporting performance, user training and technical support.
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e-Transformation and Localization
Support for e-Invoice, e-Archive, e-Ledger, e-Waybill, Turkey localization, payroll and statutory reporting processes.
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ERA Enterprise Solutions
Training and support services for Expense and Advance Management, e-Reconciliation, WMS / Barcode Automation, Vendor IQ, AiraHRM and other ERA Enterprise Solutions.
Support Management, Ticket and SLA Approach
Ticket-Based, Measurable and Traceable Support Process
For proper management of support requests, every request must be recorded, prioritized, routed to the relevant expert team and tracked in a traceable manner. SLA levels are determined according to the criticality of the request, its area of impact and the organization's support model.
01
Request Registration
The user or authorized team records the support request through the support system.
02
Initial Assessment
The subject, area of impact, criticality level and relevant application/module of the request are evaluated.
03
Routing
The request is routed to the relevant ERA team based on the functional or technical area of expertise.
04
Response and Resolution
Intervention is made in accordance with SLA levels; resolution, guidance or necessary development work is carried out.
05
Notification and Closure
The requester is informed about the process; the ticket is closed after the resolution is confirmed.
06
Measurement and Improvement
Recurring requests, resolution times and improvement areas are periodically evaluated.
User Adoption and Knowledge Transfer
We Increase System Efficiency by Strengthening User Knowledge
Many issues in enterprise applications can stem not from system errors but from user habits, missing knowledge, incorrect transaction steps or process changes. ERA positions training and support services to help users use the system more correctly, safely and efficiently.
- ✓Role-based training planning
- ✓Empowering key users
- ✓Process-based hands-on training sessions
- ✓User guides and documentation
- ✓Identifying training needs from recurring support requests
- ✓Onboarding training for new users
- ✓Knowledge transfer after go-live
- ✓Short training sessions for process changes
Remote and On-Site Support Model
Remote, On-Site or Hybrid Support According to Need
The majority of support needs can be resolved with remote analysis, guidance and intervention. However, in some cases, on-site support may be required for process review, user training, system checks or critical migration work.
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Remote Support
A fast and accessible support model for user questions, functional guidance, error analysis, report checks and technical reviews.
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On-Site Support
On-site support for comprehensive process review, training, migration support, critical problem analysis or user adoption situations.
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Hybrid Support Model
A flexible support approach combining regular remote support, periodic on-site work and periodic review meetings.
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Support Portal
Use of a support portal for recording, tracking, monitoring status and managing resolution history of support requests.
Frequently Asked Questions
Questions About Training and Support Services
Which systems do you provide training and support services for?+
ERA provides training and support services for Oracle ERP Cloud, Oracle EPM Cloud, Oracle HCM Cloud, Oracle CX, JD Edwards EnterpriseOne, Siebel CRM, Oracle Hyperion, Oracle BI, e-Transformation, Oracle Localization for Turkey and ERA Enterprise Solutions.
Are trainings provided on-site or remotely?+
Trainings can be provided on-site, remotely or in hybrid format according to the organization's needs, user count, scope and project plan.
What is the difference between functional training and technical training?+
Functional trainings focus on end users' daily business processes, screen usage, data entry and reporting needs. Technical trainings support technical teams in application management, reporting, integration, data, performance and technical structure topics.
Do you provide post-go-live support?+
Yes. ERA provides support after go-live for user questions, issue reports, data checks, integration issues, reporting needs, performance tracking and new requests.
How are support requests managed?+
Support requests are recorded on a ticket basis, initially assessed, prioritized according to criticality level and routed to the relevant functional or technical expertise area.
How are SLA levels determined?+
SLA levels are determined according to the organization's support model, request criticality, impact area, user group and contract scope.
Do you prepare training documentation?+
Yes. Depending on the training scope, user guides, process notes, screen-based explanations, training presentations and supporting documentation can be prepared.
Does support only cover issue resolution?+
No. Support services may also include user guidance, data checks, reporting support, integration checks, process improvement, training needs analysis and continuous improvement activities.
Do you also provide support for ERA Enterprise Solutions?+
Yes. ERA provides training and support services for Expense and Advance Management, e-Reconciliation, WMS / Barcode Automation, Vendor IQ, AiraHRM and other ERA Enterprise Solutions.
CONTACT
Let’s Plan Your Training and Support Model Together
Benefit from ERA’s training and support experience to help your enterprise applications be used correctly, effectively and sustainably by users, and to make your support requests measurable and traceable.
