Resolve your OTM (Oracle Transportation Management) or GTM (Global Trade Management) issues quickly with MavenWire's Support Services (MSS).

1. MAVENWIRE SUPPORT SERVICES
WORK WITH MAVENWIRE Leveraging MavenWire’s years of
experience in managing and supporting OTM, you can rest
assured that your system is in the right hands. Our know-how
allows us to prevent and handle/resolve issues more quickly and
more efficiently. With resources in the United States, Europe and
Asia Pacific, your users will work with a friendly, knowledgeable
OTM expert during your supported business hours. MavenWire
has extensive experience providing high-quality support to a
variety of companies in all phases of the OTM lifecycle, from
implementation to production, including upgrades.
MAVENWIRE SUPPORT SERVICES can help you reduce the time,
effort, and cost of operating your Oracle Transportation
Management instance. We provide a retainer-based service,
providing you with predictable costs and the expertise to tackle the
most challenging OTM 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, and manage Oracle Meta-link tickets where necessary.
These resources are available by telephone and online request
Monday through Friday from 9am EST to 8pm EST.
SUPPORT PROCEDURES AND SEVERITIES
 Issues can be reported to MavenWire via the Support portal, or
by telephone. When the MavenWire Technical Support Group
receives a call, a MavenWire Support Specialist (MSS) opens
a case (ticket) in the Support portal.
 The MSS will initially attempt to resolve the issue. If the MSS is
unable to resolve the issue, they will identify it as a potential
bug and escalate it to Oracle via the Metalink portal.
 MSS will work with Oracle to ensure that the issue is understood, all necessary information
is provided 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 is kept notified of updates to their issue via email. Additionally, the client will be notified by
Telephone if the issue was reported by telephone, or if the priority dictates a rapid response.
 Upon resolution, cases are closed in the Support system along with resolution details.
CONTACTING TECHNICAL SUPPORT
Telephone—all calls should be directed to our Support Specialist at our 1-800
Number;
Online Request—Clients can submit issues to support through our online customer
support portal. This site offers customers real-time updates of tickets and allows them
to expedite the response to their issues.
http://www.mavenwire.com
866.343.4870 (US)  +44 (0) 1285 652835 (International)
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Oracle, OTM, and G-Log GC3 are trademarks of Oracle. Other names may be trademarks of their respective owners.