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8/12/2019 Presentation - Partner Support Overview for Partners
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1 2011 Oracle Corporation Proprietary and Confidential
8/12/2019 Presentation - Partner Support Overview for Partners
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2 2011 Oracle Corporation Proprietary and Confidential
The following is intended to outline our generalproduct direction. It is intended for informationpurposes only, and may not be incorporated into anycontract. It is not a commitment to deliver any
material, code, or functionality, and should not berelied upon in making purchasing decisions.The development, release, and timing of anyfeatures or functionality described for Oracles
products remains at the sole discretion of Oracle.
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Customer Support ServicesGlobal Partner OperationsMarch 16, 2011
Partner Support Overview for Partners
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4 2011 Oracle Corporation Proprietary and Confidential
Agenda
The Oracle Support Advantage
Oracle Partner Support BusinessGuidelines
Point of System Sale Attach
Support Delivery My Oracle Support(MOS)
Advanced Customer Services (ACS)Basic Hardware Services
FAQs
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5 2011 Oracle Corporation Proprietary and Confidential
Oracle Customer Services
Enabling the
success of your
Oracle software
and system investmentsthrough a
LIFECYCLE OF SERVICES
covering the completeOracle stack
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6 2011 Oracle Corporation Proprietary and Confidential
SOFTWARE SYSTEMSCOMPLETE STACK
SOLUTIONS
Oracle Premier SupportEssential Support Services for Oracle Products
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Integrated Support with a Single Point of
Accountability
Consistent service across theOracle solution stack, backed by asingle level of 24/7 support coveringall hardware and software elements
Integrated support and updates
through one service organizationand one online support interface:My Oracle Support
Accountability for the completeOracle solution, combining the
benefits of vendor-direct servicewith a single point of contact
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Unparalleled Innovation for Long-term
Business Success
Product enhancements fueled byover $4B per year in R&Dinvestment and 29,000 Oracleproduct development engineers
New software releases included in
standard support coverageLifetime Support to enable you to
upgrade on your schedule
Applications Unlimited and next-generation Fusion Applications
Services innovation to maximizethe value of your Oracle investmentover time
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Oracle Premier SupportCovered Components
For Servers and Storage Systems
Hardware
Firmware
OS (Oracle Solaris and/or Oracle Linux)
Oracle VM Operating Systems (any/all of the following)
Oracle Solaris
Oracle Linux
Oracle VM
Software (available for all Oracle software)
Database
Middleware
Applications
Note: Support for additional, separately licensed softwareis priced separately
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The Oracle Support Advantage
Oracle Partner Support BusinessGuidelines
Point of System Sale Attach
Support Delivery My Oracle Support(MOS)
Advanced Customer Services (ACS)Basic Hardware Services
FAQs
8/12/2019 Presentation - Partner Support Overview for Partners
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Support
Partner
Type
Price %
of NetService Part to be utilized within
the Oracle Partner Store and for
Offline support Orders
2ndYear Support Fee
Calculation for Software and
Hardware
OPN FUDAPartners
22%12%
8%
A97163 SULSB58121 OPSSB58123 OPSOS
Required on order submission
Price to End customer - Net VAR Support
x 10% uplift (VAD differs)
Partners can configure Hardware and 1 year Premier Support in Oracle Partner Store
All other Support offerings must be taken through the offline support process:http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html
Second year support must be quoted to the end customer by the VAR and submitted toOracle on the Orderings docs by the VAD/VAR Easiest way to calculate is by using the Support Calculator located on the OPN:
http://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.html
Renewal is managed by Oracle to the end customer
Partner Business Guidelines Resell PartnerSupport Partner Pricing Quoting First Year Support
http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html8/12/2019 Presentation - Partner Support Overview for Partners
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The Oracle Support Advantage
Oracle Support Offerings
Oracle Partners Selling Oracle Support
Point of System Sale Attach Support Delivery My Oracle Support (MOS)
Advanced Customer Services (ACS) BasicHardware Services
FAQs
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Point of Sale Support AttachMake it Easier
Attach Support automatically and seamless with every Hardware andSoftware Order Configure, quote and order through the Oracle Partner Store
1 year Oracle Premier Support
Attach Support to Hardware manually with every Hardware andSoftware Order Configure, quote and order Hardware and Software through the Oracle Partner Store
Multiyear, Federal, Non-standard Support can be quoted, and ordered via the manualoffline process: http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html
1 Purchase Order or 2 Purchase Orders are accepted to accommodate customerneeds
Attach Support after the Hardware Order is placed but within 30 Daysof ship date No penalties
Serial numbers are available
Submit via offline order process
http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html8/12/2019 Presentation - Partner Support Overview for Partners
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The Oracle Support Advantage
Oracle Support Offerings
Oracle Partners Selling Oracle Support
Oracle Partner Support Business Guidelines Point of System Sale Attach
Support Delivery My Oracle Support (MOS)
Advanced Customer Services (ACS) Basic
Hardware Services FAQs
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Service Request (SR) processing Search for tips and techniques
Download software patches and updates
Use general system health checks and diagnostic tools
Check certified platforms and software obsolescence
Get answers through customer support forums
Integrated with Enterprise Manager
Simplified Incident (SR) Management
Feature
Personalized Knowledge Management
Proactive Problem Management
Customer Benefit
25% problems avoided
30% faster Service request creation
40% faster problem resolution
My Oracle Support (MOS): IntroductionOracle Support Portal used by 300,000 customers
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Support Welcome Letter
Dear [Customer Contact]
We would like to thank you for your purchase of Oracle products and services and assure you that OracleSupport Services is committed to protecting the investment you have made.
If you are new to Oracle Support Services, please visit our website at http://www.oracle.com/support
where you will find information to assist you, including service descriptions, technical support policies,support news and events, and internet seminars.
To register for My Oracle Support, please use your Customer Support Identifier (CSI) number xxxxxxxx.If you are already a registered user, please add the CSI number(s) above to your existing My OracleSupport user profile (click on 'Profile' then add the CSI under Support Identifiers and Privileges).
As the technical contact for [Customer Name], you are the person designated within your organization who maycontact Oracle Support Services to resolve technical issues. If your order with Oracle allows international
deployment of licenses to your subsidiaries and related companies outside the ordering country please communicatethe relevant CSI number(s) above to persons in those countries who will be technical contacts with Oracle.
Please record your assigned Customer Support Identification (CSI) number. Your CSI number identifiesyour organization, product information, and service level to Oracle Support Services.
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The Oracle Support Advantage
Oracle Support Offerings
Oracle Partners Selling Oracle Support
Oracle Partner Support Business Guidelines Point of System Sale Attach
Support Delivery My Oracle Support (MOS)
Advanced Customer Services (ACS) Basic
Hardware Services FAQs
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Solution Description: Oracle Service experts deliver comprehensiveinstallation, configuration and testing services to shorten time todeployment and enhance new server and storage stability andperformance. Oracle Standard Installation, or OSI, replaces Suns legacyEnterprise Installation Services, or EIS
Current Ordering Process: Manual workaround via ACS in placehttp://my.oracle.com/site/anc/wwac/Systems/PartnerOrdering/index.htm
Coming Soon! OSI will be added to the Configurator and OPS in Q4.Detailed information and training will be coming in the following weeks
Key Points about OSI Service Offering:
OSI parts are available for hardware systems and options New parts being released to allow Upgrades via OSI services
Software services are currently managed as T&M only through ACS
Advanced Customer ServicesHardware Installations Oracle Standard Installation (OSI)
http://my.oracle.com/site/anc/wwac/Systems/PartnerOrdering/index.htmhttp://my.oracle.com/site/anc/wwac/Systems/PartnerOrdering/index.htmhttp://my.oracle.com/site/anc/wwac/Systems/PartnerOrdering/index.htm8/12/2019 Presentation - Partner Support Overview for Partners
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Solution Description: Running mission critical applications requires world-class,proactive service and support options to help drive the highest system availability.Oracle Advanced Customer Services Onsite Spares is a secure, up-to-date spareparts program tailored to customer-specific system configurations and optimized tomeet critical business requirements
Ordering Process: Onsite Spares is ordered via ACS Sales by [email protected]
Key Points about Onsite Spares:
Oracle engineers perform a periodic cycle count and inventory purge process, soall parts kits remain current. Oracle Onsite Spares customers also receiveautomatic notification of Field Change Orders (FCOs) and documentation of
actions taken Spare parts are the property of Oracle and only the service fee is budgeted by the
client. As the data center is refreshed the spare part inventory can be refreshedthrough the Onsite Spares service
Onsite Spares is an addition to Premier Support and is co-terminous with thesupport agreement for the system(s)
Advanced Customer ServicesOnsite Spares
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Solution Description:Access to the right skills and parts is essentialduring a system outage or when faced with defective devices in the datacenter. Get the technical expertise you need whether it is for server,storage, or network devices. Oracle Customer Replaceable Unit Serviceprovides a qualified system expert on site to replace defective units and
assess, test, document, and handover the repaired item with newlyinstalled parts.
Ordering Process: CRU Installation Services are ordered via ACS Sales bycontacting [email protected]
Key Points about CRU Installation Services:
One time CRU installation Bundle of CRU installation hours
Advanced Customer ServicesCustomer Replaceable Unit (CRU) Installation Services
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Solution Description: Its not uncommon for IT departments to merge,
for server and storage systems to relocate, and for equipment on leasefrom other departments or even an acquisition to show up in thedatacenter. To get the most business value and avoid introducing risk intothe IT environment, these systems need to be serviced and supported.
Oracle Premier Support Qualification investigates system reliability andqualifies systems to be covered under an Oracle support agreement.
Ordering Process: PSQS is ordered via ACS Sales by [email protected]
Key Points about PSQS:
Standardized pricing based on hardware system Service deliverable includes certificate of Pass or Fail for Premier Support Failed Certificate will include detail on what actions need to be taken to bring
the system into compliance and current support levels
Advanced Customer ServicesPremier Support Qualification Service (PSQS)
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The Oracle Support Advantage
Oracle Partner Support BusinessGuidelines
Point of System Sale Attach
Support Delivery My Oracle Support(MOS)
Advanced Customer Services (ACS)Basic Hardware Services
FAQs
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How does a Partner become a Support or Renewal Partner?Oracle's business strategy is to sell and deliver support services directly to end users.Oracle may determine in some situations that for business reasons that it is necessaryto engage with a support partner to sell and/or deliver support services directly to endusers. In those situations Oracle will identify the partner(s) that are available to providesupport services for Oracle products
Can a VAR or VAD issue a support Purchase Order without serialnumbers for first year support?Yes. Via the offline support process. Once the hardware ships and serial numbersknown the CQT will author the support contract and send to the customer for signature.Process training is available: http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html
Can a single Purchase Order for support and product be issued at the
same time for first year support?Yes. A single or separate Purchase Order can be issued
FAQsGeneral
http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html8/12/2019 Presentation - Partner Support Overview for Partners
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What are the benefits of attaching support at point of sale?Attaching services at point of sale is important for:
Ensuring that our customers always have the right level of support fromOracle
Guaranteeing that the customer has ongoing support, as well as anyAdvanced Customer Services
Allowing Oracle and the OPN PartnerNetwork to focus on the customer tomanage their Oracle stack proactively, and be a key advisor to customers
for future growthWhat are the possible consequences of failing to attach a Supportcontract at point of sale?
A customer may incur reinstatement fees, back support fees, and possibly re-qualification fees. This may vary by situation
What is Oracle's policy on re-certification?
In the event that technical support lapses for more than 90 days or was notpurchased at the time of hardware sale, or if technical support was never acquired,then a customers hardware system must be qualified as service-ready beforetechnical support can be reinstated. Please refer to the Oracle Hardware andSystems Support Policy for more information
FAQsPoint of Sale Attach
http://www.oracle.com/support/collateral/hardware-systems-support-policies.pdfhttp://www.oracle.com/support/collateral/hardware-systems-support-policies.pdfhttp://www.oracle.com/support/collateral/hardware-systems-support-policies.pdfhttp://www.oracle.com/support/collateral/hardware-systems-support-policies.pdf8/12/2019 Presentation - Partner Support Overview for Partners
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What are some of the key benefits in Partners performing hardwareinstallations using Oracle's Enterprise Installation Standards (EIS)
methodology?
Whether delivered by Oracle directly or by a qualified Partner, a high-quality systeminstallation using standardized best practices benefits the customer by reducing costand time to deployment and providing the foundation for enhanced stability and
performance. Oracle does not collect any direct revenue from Partners when theyperform an installation according to EIS methodology, though the indirect benefitsfrom a support and customer experience standpoint remain. Likewise, the ability tosell and provide system installations using Enterprise Installation Standardsmethodology is a significant part of the Partner value proposition as well
Where can I get more information on partner installation services
under OPN?
For more information on Oracle PartnerNetwork Specialization, please visit:http://www.oracle.com/partners/en/opn-program/specialize/index.html
FAQsPartner Installation Services
http://www.oracle.com/partners/en/opn-program/specialize/index.htmlhttp://www.oracle.com/partners/en/opn-program/specialize/index.htmlhttp://www.oracle.com/partners/en/opn-program/specialize/index.htmlhttp://www.oracle.com/partners/en/opn-program/specialize/index.html8/12/2019 Presentation - Partner Support Overview for Partners
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How do we handle Exadata/Exalogic deals which are partner sold in theindirect countries where Oracle cannot provide on-site field services
and the Partner is contracting directly with the end user?
Although the Exadata/Exalogic support and contracting model is primarily direct, we dohave a number of cases where partners in indirect countries are priming these types ofdeals. Although no formal model has been put in place yet, the Field Delivery model for
indirect countries is being used by the Regions with a few modifications: Partner contracts with the end user customer
Partner signs backline Premier Support contract with Oracle
Spare parts are purchased by the Partner as per the Field Delivery Addendum
Partner engineers are required to attend the appropriate training
End User customer contacts the Exadata Enterprise Support Team (EEST) withtechnical issues. EEST performs triage and if required a Partner engineer isdispatched for on-site interventions
Customer Services VP Approval of specific deal and model required
Note: In a direct country Exadata support is direct with Oracle
FAQsExadata
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Oracle PartnerNetwork (OPN): http://www.oracle.com/partners/index.html OPN Specialized Training Modules:
http://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htm
Oracle Partner Store (OPS):http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-
store-194347.html 2nd Year Support Calculator:
http://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.html
My Oracle Support (MOS):http://www.oracle.com/us/support/index.html
http://www.oracle.com/us/support/software/premier/my-oracle-support-068523.html MOS Welcome Center: http://www.oracle.com/us/support/044752.html
Support Partner Questions: [email protected]
Installation Quote to Order Questions: [email protected]
Resources
http://www.oracle.com/partners/index.htmlhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/us/support/index.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/044752.htmlmailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]://www.oracle.com/us/support/044752.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/index.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/index.html8/12/2019 Presentation - Partner Support Overview for Partners
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Questions? [email protected]
Q&A
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2011 O l C ti P i t d C fid ti l
oracle.com/support