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Specialist consulting, implementation, and support services for Oracle EPM, OneStream, and ERP platforms.

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COPE SUPPORT SERVICES

James & Monroe's COPE (Centre of Platform Excellence) Support service provides organisations with ongoing, expert-level operational and technical support for their CPM and enterprise finance platforms.

J&M COPE S pport — Oracle EPM, OneStream, NetSuite

COPE Support is designed for organisations that want the confidence of having a dedicated, expert team behind their platform — without the overhead of building and maintaining that capability in-house.

The COPE Framework

Our support activities are structured across four key pillars:

✅ Correct

Keep the application operational

  • Incident Management
  • Performance Optimisation
  • Application Reviews

⚙️ Operate

Application Management Services (AMS) including staff augmentation

  • Critical Period Coverage
  • Temporary Assistance
  • Ongoing AMS

🛡️ Prevent

Identify operational risks before they arise

  • Risk Mitigation
  • Environment Analysis & Management
  • Scalability Assessments

📈 Enhance

Provide new business requirements guidance

  • Generic Classroom Training
  • Generic and Custom E-Learning
  • Customised Materials & Delivery

Additional Support Services

  • BAU Application Support — Day-to-day administration, maintenance, and troubleshooting of your EPM/ERP environment
  • Incident Management — Rapid response to platform issues via our ServiceNow-based support portal
  • Release & Patch Management — Monitoring and managing Oracle and OneStream cloud updates to ensure your environment remains current and stable
  • Performance Monitoring — Proactive monitoring of application performance, calculation runtimes, and data loads
  • Minor Enhancements — Small configuration changes, report updates, and user access management within agreed service parameters
  • User Administration — Provisioning, deprovisioning, and role management for platform users
  • Documentation & Knowledge Management — Maintaining up-to-date SOPs, runbooks, and platform documentation

Supported Platforms

  • Oracle EPM Cloud — Planning, FCCS, HFM, Narrative Reporting, Account Reconciliation
  • Oracle ERP Cloud
  • NetSuite Planning & Budgeting (PBCS)
  • OneStream

Why COPE Support?

Our follow-the-sun support model — with consultants across New Zealand, Australia, Singapore, and India — means your platform is covered across time zones. All support is delivered by product-certified specialists who know your platform deeply, not generic helpdesk staff working from scripts.

Client Support Portal

Existing clients can log support requests directly via our Support Service Desk.

Get in Touch

To discuss a COPE Support arrangement for your organisation, please contact us.