Vertisystem have been providing Application support to Infoblox (Oracle ServiceCloud) for several years for both Incident and Enhancement support and well as Release upgrade management. The model they operate for us is onshore Account management with Offshore resources covering P1 through P3 issues. They are extremely responsive and willing to accommodate most, if not all reasonable client requests.
We find their Account Management team to be very engaged and not the usual ‘only reach out when issues arise’ style. Very satisfied with Vertisystem as one of our managed service providers.