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Oracle Application Managed Services (AMS) is the ongoing operation of a live Oracle ERP estate after go-live — incident resolution, month-end and year-end close support, statutory compliance changes, patching, performance tuning, small enhancements and DBA work — delivered against an agreed SLA rather than a project plan. It is distinct from implementation: an implementation ends, AMS does not. ROSTAN provides Oracle AMS across E-Business Suite and Fusion Cloud at L1, L2 and L3, including functional support for Finance, Supply Chain and Manufacturing, Oracle DBA and instance management, statutory e-invoicing, and custom RICEW components.
Almost nobody publishes this. These are the real proportions from 6,245 tickets raised against live Oracle estates between May 2024 and August 2026 — aggregated across 11 enterprise environments and fully anonymised.
The single largest category, consistently, for over two years. Failures cluster around HSN code errors, payload validation rejections and portal overrides — not around Oracle itself.
Custom RDF/BI Publisher output that stops matching what finance expects after a data, tax or org change.
Landed cost, bill of entry and expense apportionment — where trade compliance meets Oracle Purchasing and Inventory.
Responsibility grants, VPN and password resets. Almost entirely automatable through a request catalogue.
PROD-to-TEST clones for UAT, patch validation and training — routine DBA work that must not collide with the close calendar.
Concurrent managers, long-running SQL, locking. Rarely fixed inside the application alone.
Receiving, matching and accrual exceptions between Purchasing, Inventory and Payables.
GL, AP, AR and Inventory period control — the work that is invisible until month-end, when it is urgent.
Roughly one ticket in five is not a fault at all — it is a request. Create a sub-account. Classify an item code. Open a period. Grant a responsibility. Create a customer. In our own data, 1,250 tickets were requests of this kind, and the same request titles recur for years.
If your support partner bills those as incidents and never proposes a request catalogue or a permanent fix, you are paying expert rates for clerical work — indefinitely. A good AMS contract should be designed to shrink that 20%, not to monetise it.
Not a capability list — these are modules with live tickets against them on our desk.
General Ledger, Accounts Payable, Accounts Receivable, Fixed Assets, Cash Management and Financials for India — including tax setup, period control and reconciliation.
Order Management, Purchasing, Inventory, receiving and GRN, sub-inventory transfers, and import/export logistics including BOE and landed cost.
Discrete and process manufacturing, BOM and routing, OSP job orders, work-in-process, plus LIMS and EMS integrations for regulated plants.
GST e-invoicing, IRN generation and e-way bill for India; ZATCA for Saudi Arabia; UAE, Malaysia and Bahrain mandates — integrated into Oracle AR.
Instance cloning and refresh, patching and ADOP cycles, tablespace and storage management, backup and recovery, concurrent manager tuning.
Custom reports, interfaces, conversions, extensions, workflows and Forms personalisation — maintained so they survive the next patch.
Every vendor uses these labels and few define them. Here is what they mean on our desk.
Single point of contact. Logs, classifies and prioritises every ticket, resolves known and documented issues, handles access and password requests, and escalates with the diagnostic detail already attached.
Oracle consultants who resolve the issue inside the application — setup corrections, data fixes, interface reprocessing, report changes, month-end close support and statutory compliance changes.
Code-level and platform work: custom package debugging, performance tuning, patch analysis, ADOP cycles, database recovery, and raising and driving Oracle Service Requests to closure.
Every request enters a tracked service desk, not an individual inbox. If work happens over chat or a call, it is still logged — otherwise nobody can prove what was delivered, including us.
Priority is set against business impact — whether despatch, statutory filing or month-end close is blocked — not by who asked loudest. A priority scheme where everything is "normal" is not a priority scheme.
Every recurring issue gets a documented cause and a permanent-fix decision. "Issue resolved" is a status, not a root cause, and a desk that accepts it will see the same ticket forever.
We track repeat titles across months. When the same request appears for the third time it stops being an incident and becomes a candidate for a form, a setup change or a code fix.
Resolutions become runbook entries and canned responses. This is what stops an Oracle practice from depending on one person who knows where everything is buried.
Monthly service review with volumes by module, ageing, SLA attainment and the recurrence list — including the tickets we failed to close on time.
Changing Oracle support partners is routine for us, and it is the point at which most risk sits. We do not accept responsibility for an estate we have not inspected — that protects you as much as it protects us.
A typical transition runs four to six weeks and overlaps with the outgoing partner. We do not recommend a same-day handover, and we will say so even when it delays the contract start.
Release and patch level, customisation inventory, integration map, instance topology, open ticket backlog and any live Oracle Service Requests.
Shadowing the outgoing team through at least one month-end close, documenting the undocumented as we go.
What is unsupported, unpatched, undocumented or held by one person — written down and shown to you before we start, not after something fails.
We take tickets alongside the incumbent, then take primary responsibility once close and statutory cycles have been proven under our watch.
Both of the platforms we support are actively invested in by Oracle. Every claim below links to Oracle's own statement.
Oracle commits Premier Support for E-Business Suite 12.2 "through at least 2037" and states there are no forced migrations. An AMS contract for EBS is a long-term arrangement, not a holding action before an inevitable move.
Oracle — E-Business Suite SupportOracle's Fusion Cloud ERP revenue reached $1.1 billion in Q3 FY2026, up 17%. Moving to SaaS removes patching and infrastructure work — it does not remove functional support, quarterly update regression testing or statutory change.
Oracle Q3 FY2026 resultsScope disputes are the most common reason support relationships fail. These are ours, stated up front.
Support is delivered by our Oracle practice in India, working to the business hours, working week and close calendar of your operating entities. We do not claim local offices we do not have — what we do claim is that your Sunday, or your month-end, is covered.
We also support Oracle estates for clients in the United Kingdom, Malaysia, Bahrain and Australia. If your entities span several of these, one desk covers all of them — which matters most at month-end, when every entity closes at once.
We will review your last six months of tickets and show you how much of it was avoidable — repeat requests, duplicates and issues that were never root-caused. No cost, and no obligation to move your contract.
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