From Stabilise, through Optimise, to Innovate, eNlighten® Managed Services is designed to build confidence and drive measurable value across your Oracle Cloud Applications and Oracle Cloud Infrastructure (OCI).
eNlighten® Managed Services represents a fundamental shift in approach and mindset, moving beyond traditional transactional support to a model centered on enhancing user experience through Experience Level Agreements (XLA) and delivering business value through Value Level Agreements (VLA), ensuring outcomes are measurable and meaningful. Our focus is to ensure your Oracle Cloud Applications and Oracle Cloud Infrastructure continually align with your evolving organisational goals.
Through our flexible, forward-looking and component-based service model, we help you maximise the return on your Oracle investment, strengthen service resilience and maintain a confident, high-performing user community. Our approach blends robust governance with continuous improvement and innovation enablement, ensuring your systems remain stable, optimised and ready for future growth.
Built on a foundation of ITIL, ISO standards and an Oracle CMSP-aligned service management framework, our partnership-led model ensures eNlighten® Managed Services delivers service excellence aligned to your business goals and KPIs, with the flexibility to continually adapt and evolve.
“The University of St Andrews chose Namos as our Oracle Fusion support partner following significant research and peer reference meetings. Every Namos customer we spoke with had a positive story to tell about their experiences of working together. Namos have been instrumental in supporting our transition to a live service, taking the time to understand our business, working alongside us and building trusted relationships with our staff. Nothing is too much trouble, their team are professional, friendly, knowledgeable and are entirely committed to their customers’ success.” Dean Drew, Deputy CIO – IT Services, University of St Andrews
Every organisation is at a different stage in its Oracle journey and the eNlighten Service Model is built to reflect that. Whether you’re in need of rapid stabilisation, focused optimisation or bold innovation, eNlighten adapts to your current priorities while guiding you towards the next stage. This framework helps us work in partnership with you to realise real value and build user confidence, whilst delivering measurable outcomes along the way.
We use Oracle’s Cloud Success Navigator to co-create forward-looking roadmaps. Through proactive planning, innovation days and ongoing advisory, we align to your business goals and future strategy, helping you stay agile, take advantage of new functionality and understand how Oracle can help unlock your vision.
We don’t just measure what’s fixed, we measure what’s improved. Through our Value Level Agreements (VLAs), we track the business impact of your Oracle Cloud investment. This means identifying process improvements, avoiding drift from best practices and driving real, measurable outcomes tied to your business KPIs. We don’t just report on Incident volumes, we report on value delivered.
We care about how your users feel. Our service includes Experience Level Agreements (XLAs) that track satisfaction and boost adoption, because confident users drive successful platforms. With Namos, support isn’t just reactive, it’s designed around your people.
At the foundation is stability, delivered by a UK-based team of Oracle-only experts. We don’t dilute our focus across multiple platforms. We live and breathe Oracle. With certified consultants, co-located teams and consistent 98%+ SLA performance, you get fast resolution, minimal disruption and a partner who understands your technology inside and out. We provide expertise, empathy and accelerated outcomes within an ITIL aligned service management framework.
“We think of the eNlighten team as an extension of our own, with their onsite drop-in sessions being a critical success factor of that. After the latest, I walked away feeling a lot more confident in what is needed for us to achieve a level of autonomy and how we can work closer together as a MSP.” – James Turner, West Midlands Fire Service
To measure the success of our service in a way that aligns to what matters most to your organisation, we track performance across three complementary dimensions: Service Resilience, User Experience and Business Value.
SLAs provide the foundation by ensuring stability, consistency and dependable operational delivery. We then build on this with Experience Level Agreements (XLAs), which help us understand how your users feel about your systems, tracking confidence, adoption and satisfaction to create a positive and productive user experience.
Finally, Value Level Agreements (VLAs) focus on maximising the return on your Oracle Cloud investment by measuring tangible business outcomes and ensuring alignment to your broader vision and strategy.
Together, SLAs, XLAs and VLAs provide a holistic view of your Oracle ecosystem. Each is supported by jointly agreed SMART targets and reviewed at regular intervals to maintain alignment with your priorities and drive continuous improvement and innovation.
SERVICE LEVEL AGREEMENTS
Focus on delivering measurable operational metrics and performance.
Incident Response Time – Achieve 90% adherence, of the agreed Incident Response Target Time, measuring the time between the logging of an Incident and a non-automated human response.
Incident Resolution Time – Achieve 90% adherence, of the agreed Incident Resolution Target Time, measuring the time an Incident remains assigned to Namos in an unresolved state, where it has not been agreed the resolution timer will be paused.
EXPERIENCE LEVEL AGREEMENTS
Focus on delivering exceptional user experience and user satisfaction.
User Satisfaction – Achieve and maintain a quarterly average CSAT/NPS score of 9 or higher
User Confidence & Adoption – Increase user confidence and adoption by 30% in 90 days
VALUE LEVEL AGREEMENTS
Focus on delivering tangible business outcomes and strategic value.
Business Process Efficiency – Achieve a 10% improvement in key business process efficiency (e.g. time to process an invoice in Oracle Fusion) over 6 months.
ROI / Cost Savings – Deliver a 5% reduction in operational costs associated with Oracle Cloud within 9 months.
Innovation Enablement – Introduce 2 business innovations / enhancements annually that drive measurable business value (e.g. automation of a manual process).
This real-world example, brings a Value Level Agreement (VLA) to life, showing how we helped a global organisation streamline and automate their onboarding journey using Oracle Cloud HCM, improving efficiency, visibility and user ownership.
Flexible by design, our component-based eNlighten service model scales to your unique needs. We work in true partnership with you, across your entire Oracle Cloud Applications and Oracle Cloud Infrastructure landscape, aligning to your preferred ways of working and delivering the outcomes that matter most to you.
Our Oracle Cloud Applications managed services include support for:
Our Oracle Cloud Infrastructure managed services include support for:
How we can transform your business
