<Insert Picture Here>
Advanced Customer Support Services
Karoly Debreczeni
ACS Sales Representative
Source: Gartner Research & IT Process Institute
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About Oracle Advanced Customer Support Services
Mission Critical Support Services
• A global organization within Customer Support Services,
providing tailored Mission Critical Support services to
maximize availability for customers with complex IT
requirements
• Advanced Support Packs combine unique Oracle
Development & Advanced Support expertise with Oracle
tools & best practices to accelerate ROI, optimize
performance and improve reliability
• Advanced Support Engineers provide highly proactive &
preventive support with diagnostic and monitoring tools to
anticipate, identify and remediate issues for all Oracle
mission critical systems
Companies who use
ACS Services
• 94% of the “S&P Global 100” companies
• 94% of the Dow Jones STOXX 50*
• 78% of the global Fortune 100 companies
• 5 of the top 5 telecommunications
companies
• 9 of the top 10 global banks
• 4 of the top 5 aerospace and defense
companies
• Strategic Support relationships focused on collaborative,
long term partnerships
* Europe's leading blue-chip index for the Eurozone
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ACS Portfolio
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2. TIME & MATERIALS
SERVICES
1. FIXED SCOPE
SERVICES
Install & Configuration
Oracle Applications Engineer
Configuration & Build Review
Fusion Middleware Engineer
Production Support Readiness
Database Engineer
Go-live Support
Server Engineer
Performance & Availability Review
Storage Engineer
Patch Review & Deployment
Technical Account Manager
Knowledge Transfer Sessions
Advanced Support Delivery Manager
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3. ANNUAL SERVICES
Solution Support Center
Advanced Monitoring & Resolution
Business Critical Assistance
Onsite Advanced Support Engineers
Advanced Support Assistance
Quarterly Patch Update
Priority Service
Complete Stack Coverage
© 2011 Oracle Corporation – Proprietary and Confidential
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ACS Portfolio: Annual Services
FIXED SCOPE
SERVICES
TIME &
MATERIALS
SERVICES
Install & Configuration
Oracle Applications Engineer
Configuration & Build Review
Fusion Middleware Engineer
Production Support Readiness
Database Engineer
Go-live Support
Server Engineer
Performance & Availability Review
Storage Engineer
Patch Review & Deployment
Technical Account Manager
Knowledge Transfer Sessions
Advanced Support Delivery Manager
1
ANNUAL SERVICES
Solution Support Center
Advanced Monitoring & Resolution
Business Critical Assistance
Onsite Advanced Support Engineers
Advanced Support Assistance
Quarterly Patch Deployment
Priority Service
Complete Stack Coverage
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Annual Services
Tailor your
solutions by
choosing from
more than 50
service modules
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Solution Support Center (SSC)
DEDICATED
SUPPORT
TEAM
• 24X7 Dedicated Hotline & Immediate
Response
• Intimate Knowledge of Customer Business
& Environments
• Onsite & Remote Support Engineers
• Root Cause & Corrective Action Plans
ADVANCED
SUPPORT
DELIVERY
MANAGER
• Local / Onsite & Assigned to Customer
• Customer Single Point of Contact for
Support Issues
• Escalation Management
• Proactive Support Reviews
PRIORITY
SERVICE
REQUEST
HANDLING
• Faster Service Request response times
• Prioritization of Service Requests in Support
work queue
• Escalations of Service Requests to Duty
Managers based on elapsed time
PREVENTIVE
SERVICES
• Preventive advice delivered based on
specific Customer Knowledge
• Advanced Diagnostic Tools providing
Actionable Recommendations
• Patching, Configuration & Product Use
Guidance
BENEFIT
Increase Availability
Improve Performance &
Reliability
Reduce Risk
Reduce Operational Cost
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Advanced Monitoring & Resolution
ADVANCED
MONITORING
ADVANCED
RESOLUTION
• 24x7x365 monitoring of advanced telemetry by
Oracle Advanced Support Engineers
• Event filtering
• Alerts when specific metrics exceed predefined
thresholds
• Reporting on event management, performance
and availability
• A single global knowledge base, tool set and
Mission Critical portal
• Response Time SLAs
• 24x7x365 closed-loop incident resolution by
Oracle Advanced Support Engineers
• Root cause analysis and corrective action
• Problem management
• Proactive analysis & preventive maintenance
• Patch reviews & recommendations
• Performance and availability reporting
• Storage & database provisioning
• Response time SLAs
BENEFIT
Maximum Availability
Optimize Performance &
Reliability
Reduced Risk
Predictable Operational Costs
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Advanced Monitoring Center
• State-of-the Art Advanced
Monitoring Center in Reston, VA
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–
–
–
–
1 Large Auditorium
9 Customer Conference Rooms
Technology Demonstrations
Virtual Product Tours
ACS Control Center
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ACS Portfolio: Fixed Scope Services
2
FIXED SCOPE
SERVICES
TIME &
MATERIALS
SERVICES
Install & Configuration
Oracle Applications Engineer
Configuration & Build Review
Fusion Middleware Engineer
Production Support Readiness
Database Engineer
Go-live Support
Server Engineer
Performance & Availability Review
Storage Engineer
Patch Review & Deployment
Technical Account Manager
Knowledge Transfer Sessions
Advanced Support Delivery Manager
ANNUAL SERVICES
Solution Support Center
Advanced Monitoring & Resolution
Business Critical Assistance
Onsite Advanced Support Engineers
Advanced Support Assistance
Quarterly Patch Deployment
Priority Service
Complete Stack Coverage
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Fixed Scope Services
Customers tailor their
requirements by choosing from
more than 20 fixed scope
support packs
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Fixed Scope Services
Advanced Support Packs
BENEFIT
PRODUCTION
READINESS
PRODUCTION
OPTIMIZATION
• Comprehensive packaged services performed
by Oracle Advanced Support Engineers
• Accelerate deployment time using pre-tested
‘gold images’
• Reduce downstream system stability and
reliability issues
• Delivered utilizing a unique combination of
Oracle expertise, tools & best practices
• Designed to compliment 3rd party implementers
& Oracle partners
• Maximize availability through proactive &
preventive maintenance packs
• Keep current with Oracle recommendations
based on industry specific advice
• Reduce risk & change management delays by
leveraging the best Oracle expertise available
• Scalable and modular packs that can be
tailored to business & operational needs
Accelerate Return on
Investment
Reduce Downstream Risk
Optimize Performance &
Reliability
Maximize Availability
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ACS Portfolio: Time & Materials Services
FIXED SCOPE
SERVICES
3
TIME &
MATERIALS
SERVICES
Install & Configuration
Oracle Applications Engineer
Configuration & Build Review
Fusion Middleware Engineer
Production Support Readiness
Database Engineer
Go-live Support
Server Engineer
Performance & Availability Review
Storage Engineer
Patch Review & Deployment
Technical Account Manager
Knowledge Transfer Sessions
Advanced Support Delivery Manager
ANNUAL SERVICES
Solution Support Center
Advanced Monitoring & Resolution
Business Critical Assistance
Onsite Advanced Support Engineers
Advanced Support Assistance
Quarterly Patch Deployment
Priority Service
Complete Stack Coverage
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Time & Materials Services
Advanced Support Engineers
Customers extend
their operational
capabilities with
highly skilled &
experienced Oracle
Advanced Support
Engineers
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Time & Materials Services
Advanced Support Engineers
BENEFIT
•
•
•
•
•
ADVANCED
SUPPORT
ENGINEERS
•
•
•
•
•
4,000+ Advanced Support Engineers
Working in 127 countries in 45 languages
Industry-specific expertise
Industry-leading customer satisfaction rates
Focused on pre-production readiness, go-live
support & production optimization
Experienced supporting large –scale, complex
Oracle technology deployments
Deep relationships with Oracle Support &
Development
Knowledge transfer & specialist guidance
Average 10+ years Oracle experience
Complete stack coverage
Reduce Risk
Streamline Support &
Operations
Optimize Performance &
Reliability
Increase Return on Investment
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ACS Portfolio: Product Specific Offerings
FIXED SCOPE
SERVICES
TIME &
MATERIALS
SERVICES
Install & Configuration
Oracle Applications Engineer
Configuration & Build Review
Fusion Middleware Engineer
Production Support Readiness
Database Engineer
Go-live Support
Server Engineer
Performance & Availability Review
Storage Engineer
Patch Review & Deployment
Technical Account Manager
Knowledge Transfer Sessions
Advanced Support Delivery Manager
ANNUAL SERVICES
Solution Support Center
Advanced Monitoring & Resolution
Business Critical Assistance
Onsite Advanced Support Engineers
Advanced Support Assistance
Quarterly Patch Deployment
Priority Service
Complete Stack Coverage
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Oracle Exadata Start-up Pack
Advise & Plan
Design & Build
Advisory Services
Deploy
Manage
Production Support Readiness
Installation and
Configuration Services
Customer Manages
Support
Quarterly Patch
Deployment Service
Implementation Services
Education Services
Oracle Premier Support
Oracle
Manages
Solution Support Center
Advanced Monitoring and Resolution
Advisory Services
Included in Start-up Pack
On Demand
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Questions?
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<Insert Picture Here>
Appendix
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Advanced Customer Support Services
for Communications
Maximize system availability to ensure 24x7 uninterrupted
service operations. Expertise in telecom services. SLAs for
selected products to cover penalties for outages.
Features
•
Extensive Siebel expertise to ensure optimized, supportable production systems for
easier maintenance
•
Advanced Monitoring and Remediation and dedicated support teams
•
Network Grade Support solutions for prepaid billing solutions
•
Solutions designed specifically for consolidated systems such as Oracle Exadata
Benefits
• Greater efficiency and increased adaptability
• Expedite implementations enabling business expansion & revenue growth
• Decrease total cost of ownership
• Maximum availability and system reliability
• Faster problem resolution
“Our TAM is a valuable asset in
the CRM On Demand team at
DIRECTV. The TAM’s overall
guidance and technical grasp on
the product is remarkable and
has helped us steer in the right
direction on numerous
occasions. The TAM’s support
and timely information sharing
and customer advocacy has
helped build a good relationship
with Oracle in general.”
Chris Erik Walters
Program Manager Business
Solutions Sales Operations
DIRECTV, Inc.
Who Uses ACS?
• 5 of the top 5 telecommunications companies
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Advanced Customer Support Services
for Financial Services
Maximize system availability to meet increasing regulatory
pressures and customer service demands. Assure your
business continuity through predictive issue avoidance.
Features
•
Deep Oracle Database, RAC and Advanced Options expertise to ensure availability and secure
critical customer data
•
Advanced Monitoring and Remediation and dedicated support teams to consolidate operations and
help ensure the availability and optimization of your most mission critical systems
•
Advanced Engineering expertise to measure technology effectiveness, system performance and
end-user productivity
Benefits
•
Cost-effectively maintain compliance with industry regulations
•
Gain competitive advantages through reduced system integration and maintenance
costs
•
Avoid costly downtime and reduce the cost, risk and complexity of managing mission
critical systems
“The expert advice of Oracle
Advanced Customer Services
gives us robust database
administration and provides the
proactive focus we need to
prevent technical problems and
system incidents. Oracle
Advanced Customer Services
has helped us achieve an
average system availability of
99.98%.”
Gladys Fernandez
Database Administration Manager
Banesco
Who Uses ACS?
•
9 of the top 10 Banks
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Advanced Customer Support Services
for Public Sector
Customize mission critical support services to meet fast-changing
legislative & regulatory requirements within budgetary constraints.
Transform government service delivery.
Features
• COE Services to enhance the capability of shared service teams
• Advanced Engineering expertise to measure technology effectiveness, system performance and enduser productivity
• Performance and availability analytics to enhance productivity reliability and reduce the cost of
managing existing systems
Benefits
• Achieve overall cost savings while enhancing service delivery
• Meet fast-changing legislative & regulatory requirements within budgetary constraints
• Drive innovation and collaboration
Who Uses ACS?
“We call on Oracle Advanced
Customer Services for Linux
support. With Oracle Advanced
Customer Services’ assistance,
we have mastered some of the
higher end management tasks.
This not only reduces
maintenance costs, but gives us
complete control over our
Oracle environment.”
Chris Perry
Oracle Project Support Manager
Parks Victoria
• DEFRA
• Liverpool Direct Limited
• Correos
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Advanced Customer Support Services
for Manufacturing & Distribution
Optimize supply chain performance with complete lifecycle support
coverage for the entire Oracle technology stack from applications to
disk.
Features
•
Change Management expertise to ensure rapid adoption of technology updates, changes, and
configuration changes
•
Advanced Support Engineers deliver new technology projects on time and on budget
Benefits
•
Modular support models tailored to increase system reliability and performance
•
Manage the complexity of the business by simplifying enterprise applications and IT infrastructure
management
•
Build IT operating dexterity – speed of action is essential
Who Uses ACS?
•
BMW Group
•
Zhangjiagang Pohang Stainless Steel Company
•
Norske Skog
“ We chose Oracle Advanced
Customer Services in order to
receive the best service provided
by the best expert team. Their
specialized availability, security,
performance and issue
management services have
helped us to maintain our
operational efficiency and
stability.”
“
Keun-BaeKim
Section Manager , Customer Service
Department
Posco
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Advanced Customer Support Services
for Education
Transform education through personalized mission critical support
solutions to meet the changing needs of constituents – students,
teachers, faculty, alumni and stakeholders.
Features
•
Performance and Availability Analytics designed to enhance productivity, reliability and to reduce
the cost of managing existing systems
•
Advanced Support Engineers to help move new technology into production reducing risk and
ensuring the proper security of student data
•
Dedicated Support teams to help ensure the availability of critical enrollment systems during
peak enrollment periods.
Benefits
•
Enable scalable, flexible and responsive campus applications support
•
Achieve institutional advantage through comprehensive monitoring and system analysis
•
Deep technical expertise allows you to focus on strategic initiatives to meet institutional growth
demands despite tight budgets with
Who Uses ACS?
•
University of Central Florida
•
West Virginia University
•
Victoria University at Willington
“Advanced Customer Services
gives us a single mechanism
through which we can tap the
vast expertise available within
the vendor without contacting
several different people. With
their support, our IT team has
become more efficient, dynamic
and responsive when dealing
with requests from the
business.”
Victor Cheng
Director of IT Services
Hong Kong Institute of Education
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Advanced Customer Support Services
for Healthcare
Mitigate costs and comply with regulations. Improve the accuracy
and availability of clinical information. And, ensure the security and
privacy of patient information with comprehensive data protection.
Features
•
Deep Oracle Database, RAC and Advanced Options expertise to ensure availability and
secure critical patient data
•
Performance and availability analytics designed to improve productivity, reliability and reduce
the cost of managing existing systems
•
Deep Business Intelligence technical skills to ensure optimization of decision making systems
Benefits
•
Enable flexibility and agility into core IT operations
•
Enhance operational effectiveness to contain costs and realize best-in-class operations
•
Maximize system performance management capabilities
Who Uses ACS?
•
9 of the top 10 Hospitals
“We have been satisfied with
the services provided by Oracle
Advanced Customer Services,
and with the benefits gained:
availability and performance of
our critical system. We have
expanded our cooperation with
Oracle Advanced Customer
Services to include other
systems, such as administrative
systems.”
Kari Säkkinen
Information Officer
Northern Ostrobothnia Hospital
District
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