- Oracle · Advanced Customer Support Services ... by the best expert team. Their specialized availability, security, performance

<Insert Picture Here>

Advanced Customer Support Services Karoly Debreczeni

ACS Sales Representative

2

Source: Gartner Research & IT Process Institute

3

About Oracle Advanced Customer Support Services Mission Critical Support Services

* Europe's leading blue-chip index for the Eurozone

• 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

• Strategic Support relationships focused on collaborative, long term partnerships

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

4

ACS Portfolio

© 2011 Oracle Corporation – Proprietary and Confidential

1

2 3

2. TIME & MATERIALS SERVICES

3. ANNUAL SERVICES

Solution Support Center

Business Critical Assistance

Advanced Support Assistance

Priority Service

Advanced Monitoring & Resolution

Onsite Advanced Support Engineers

Quarterly Patch Update

Complete Stack Coverage

1. FIXED SCOPE SERVICES

Install & Configuration

Configuration & Build Review

Production Support Readiness

Go-live Support

Performance & Availability Review

Patch Review & Deployment

Knowledge Transfer Sessions

Oracle Applications Engineer

Fusion Middleware Engineer

Database Engineer

Server Engineer

Storage Engineer

Technical Account Manager

Advanced Support Delivery Manager

5

ACS Portfolio: Annual Services

1

TIME & MATERIALS SERVICES

ANNUAL SERVICES




Priority Service



Quarterly Patch Deployment


FIXED SCOPE SERVICES




Go-live Support






Database Engineer

Server Engineer

Storage Engineer



6

Annual Services

Tailor your solutions by

choosing from more than 50

service modules

7

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 Operational Cost

Reduce Risk

8


ADVANCED MONITORING

• 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

ADVANCED RESOLUTION

• 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

Predictable Operational Costs

Reduced Risk

9

Advanced Monitoring Center

• State-of-the Art Advanced

Monitoring Center in Reston, VA

– 1 Large Auditorium

– 9 Customer Conference Rooms

– Technology Demonstrations

– Virtual Product Tours

– ACS Control Center

10

ACS Portfolio: Fixed Scope Services


ANNUAL SERVICES




Priority Service









Go-live Support






Database Engineer

Server Engineer

Storage Engineer



2

11

Fixed Scope Services

Customers tailor their requirements by choosing from

more than 20 fixed scope support packs

12

PRODUCTION READINESS

• 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

PRODUCTION OPTIMIZATION

• 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

BENEFIT

Accelerate Return on Investment

Reduce Downstream Risk

Maximize Availability


Fixed Scope Services Advanced Support Packs

13

ACS Portfolio: Time & Materials Services


ANNUAL SERVICES




Priority Service









Go-live Support






Database Engineer

Server Engineer

Storage Engineer



3

14

Time & Materials Services Advanced Support Engineers

Customers extend their operational capabilities with highly skilled &

experienced Oracle Advanced Support

Engineers

15

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

BENEFIT

Reduce Risk

Streamline Support & Operations

Increase Return on Investment


Time & Materials Services Advanced Support Engineers

16

ANNUAL SERVICES




Priority Service









Go-live Support







Database Engineer

Server Engineer

Storage Engineer



ACS Portfolio: Product Specific Offerings

17

Advise & Plan Design & Build Deploy Support

Implementation Services

Oracle Exadata Start-up Pack

Oracle Premier Support

On Demand

Manage

Custo

me

r M

an

age

s

Ora

cle

M

an

age

s

Advisory Services


Advanced Monitoring and Resolution

Advisory Services Production Support Readiness

Installation and Configuration Services

Education Services

Quarterly Patch Deployment Service

Included in Start-up Pack

18

19

Questions?

20

Appendix

<Insert Picture Here>

21

Advanced Customer Support Services for Communications

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

Who Uses ACS?

• 5 of the top 5 telecommunications companies

Maximize system availability to ensure 24x7 uninterrupted service operations. Expertise in telecom services. SLAs for selected products to cover penalties for outages.

“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.

22

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. “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

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

Who Uses ACS?

• 9 of the top 10 Banks

23

Advanced Customer Support Services for Public Sector

“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

Features

• COE Services to enhance the capability of shared service teams

• Advanced Engineering expertise to measure technology effectiveness, system performance and end-user 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?

• DEFRA

• Liverpool Direct Limited

• Correos

Customize mission critical support services to meet fast-changing legislative & regulatory requirements within budgetary constraints. Transform government service delivery.

24

Advanced Customer Support Services for Manufacturing & Distribution

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

Optimize supply chain performance with complete lifecycle support coverage for the entire Oracle technology stack from applications to disk.

““ 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

25

Advanced Customer Support Services for Education

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

Transform education through personalized mission critical support solutions to meet the changing needs of constituents – students, teachers, faculty, alumni and stakeholders.

“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

26

Advanced Customer Support Services for Healthcare

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

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.

“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

Documents

- Oracle · Advanced Customer Support Services ... by the best expert team. Their specialized availability, security, performance