ACS Overview 08122015

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Oracle Advanced Customer Support Alexander Barkalov Sales Manager Oracle Advanced Customer Support 08.12.2015

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |

Oracle Advanced Customer Support

Who We Are

What We Offer

How You Can Take Advantage

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Сервисные организации в Оракл

Всесторонняя поддержка для программного и аппаратного

обеспечения и решений Оракл

Лучшие знания о продуктах Оракл

Сила Оракл в облаке

Персонализированная поддержка критически важных систем

клиента

Трансформация Вашего бизнеса на базе решений от Оракл


Oracle Premier Support Get Ahead. Stay Ahead.

6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Discover: Technical Support Policies

Oracle Software Technical Support Policies http://www.oracle.com/us/support/library/057419.pdf

Oracle Financial Services Software Technical Support Policies http://www.oracle.com/us/support/library/fs-software-tech-support-policies-069179.pdf

Oracle Hardware and Systems Support Policies http://www.oracle.com/us/support/library/hardware-systems-support-policies-069182.pdf

Oracle Exadata Technical Support Policies http://www.oracle.com/us/support/library/exadata-technical-support-policies-069177.pdf

Oracle Linux and Oracle VM Support Policies http://www.oracle.com/us/support/library/enterprise-linux-support-policies-069172.pdf

Oracle Hardware Warranty http://www.oracle.com/us/support/library/oracle-hardware-warranty-069192.pdf

Oracle Software as a Service Support Policies http://www.oracle.com/us/support/library/saas-support-policies-069195.pdf

Oracle Global Customer Support Security Practices http://www.oracle.com/us/support/library/customer-support-security-practices-069170.pdf

Support terms and technical support levels

http://www.oracle.com/us/support/policies/index.html

http://www.oracle.com/us/support/policies/index.html

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Get Proactive—Discover More

DISCOVER more about Support Best Practices

http://www.oracle.com/us/support/best-practices/overview/index.html

ACT Get Proactive Access best practices, capabilities, and tools available for your products by visiting the Get Proactive portfolio product pages at My Oracle Support (Article ID 432.1)

STAY INFORMED with the Get Proactive Blog

https://blogs.oracle.com/getproactive/

CONTACT the Get Proactive team today for help getting started

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mailto:[email protected]?subject=Oracle Support: Get Proactive Inquiry

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Служба Расширенной Клиентской Поддержки Оракл (ACS) предоставляет персонализированную и проактивную поддержку для организаций, которым важна максимальная доступность, производительность и эффективность использования их решений Оракл

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Служба Расширенной Клиентской Поддержки

Мы глобальная организация, которая является частью Службы клиентской поддержки Оракл

У нас есть знания и опыт по всему стеку продуктов Оракл

ACS работает совместно с Разработкой для повышения обслуживаемости

Наш основной фокус это УСПЕХ КЛИЕНТА

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#1

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 10

Global 50 Governments by GDP 84% Global Fortune 100 Companies

Telecommunications Companies

Banks

High Tech Companies

Auto Companies

Aerospace and Defense Companies

82%

5 of top 5

4 of top 5

5 of top 5

4 of top 5

5 of top 5 ACS works with 4,000+

public and private sector organizations

Служба Расширенной Клиентской Поддержки: Наши клиенты


50% Средняя стоимость часа простоя повысилась более чем в два раза за последние несколько лет так как технологии стали еще более важны для функционирования ключевых бизнес-функций предприятия

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50% ИТ директора планируют повысить использование внешних сервисных служб на 50% в течении следующих 3-5 лет, чтобы снизить операционные затраты и фокусировать собственный персонал на инновациях


Служба Расширенной Клиентской Поддержки Оракл: Что мы помогаем достичь

МАКСИМАЛЬНАЯ ДОСТУПНОСТЬ МАКСИМАЛЬНАЯ ПРОИЗВОДИТЕЛЬНОСТЬ И ЭФФЕКТИВНОСТЬ

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Поддержка на каждом этапе Вашего жизненного цикла

Plan & Design

Build & Deploy

Support & Maintain

Optimize & Modernize


Предложение Службы Расширенной Клиентской Поддержки Оракл

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Персонализированная и проактивная поддержка от именной команды инженеров Оракл

Приоритет обработки сервисных обращений для наиболее важных Ваших решений Оракл

Oracle On-Site Support

Инженер Оракл на Вашей площадке для выполнения сложных задач

Oracle Systems Optimization

Support

Start-up, Go-live, Tuning, Hardware and Software Changes, и т.д.

Oracle Advanced Support Cloud

Services

Широкий диапазон удаленных сервисов Оракл

Oracle Priority Support

Oracle Solution Support Center

1 2 3 4 5


Эксперты Службы Расширенной Клиентской Поддержки Оракл

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Инженеры и технический менеджеры ACS совмещают глубокие знания продуктов Оракл с знанием Вашего окружения и целей, чтобы предоставить действительно персонализированную поддержку

• 2,600+ профессионалов с 15+ опытом по продуктам Оракл

• Постоянное обучение

• Клиент всегда доволен


Примеры использования

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•Миграция в облако

•Построение частного облака

•Консолидация баз данных

•Модернизация инфраструктуры

•Оптимизация производительности

•Контроль качества при внедрении

•И многое другое

Best Practices

Centers of Excellence

Automation __________________

__________________


Overview

• Big Mobile Operator in UA serving 20 million subscribers.

• Solution Support Center (24x7) from ACS

Challenges / Opportunities • Postpaid billing had very slow performance. Customer required 7-10

days to close the period and pass information to finance department to print bills for post-paid customers.

• Billing platform was based on HP/Alpha platform and migration to new platform was very expensive and time consuming.

ACS Solution • Oracle ACS managed to improve postpaid billing performance up to 10

times using unique DB tuning technique. The application code was not changed. After tuning the customer needed only 1 day to prepare information for bill print out

Results • 10 times performance

improvement

Customer Value • CAPEX and OPEX savings • Customer satisfaction • Business continuity

Why ACS • Technical expertise • Deep SQL tuning knowledge • Internal tools • Personalized support

Telecommunication Company in Ukraine

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Overview

• Large bank in UA, part of international financial group

• Performance and SQL tuning service from ACS

Challenges / Opportunities • After the implementation of new functionality the customer’s core

banking system had significant performance issues. As result bank was not able to serve end users and interact with the national bank and corporate customers .

ACS Solution • The ACS team performed a health check of the system using internal

Oracle methodology and provided exact recommendations for SQL tuning within 8 hours. After the implementation of Oracle ACS recommendations the system load went back to normal (50%)

Results • Bank recovered from outage

in SHORTEST TIME POSSIBLE

Customer Value • Business continuity

Why ACS • Technical expertise • Deep SQL tuning knowledge • Internal tools • Personalized support

One of the Top 10 Banks in Ukraine

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Overview

• Big mobile operator in UA serving 20 million subscribers.

• Solution Support Center (24x7) service from ACS

Challenges / Opportunities • Customer DWH was based on old SPARC systems (E25K) and ran out of

capacity - system load was close to 100%.

ACS Solution • Based on SSC contract Oracle ACS performs code tuning on a daily

basis. Every week all heavy SQL statements were analyzed and tuning recommendation were implemented, based on Oracle advice. As result customer was able to reduce the load significantly and continue using aged equipment for 3 more years without hardware upgrade.

Results • Improvement of ROI by

postponing of required investment of 2Mln USD by 3 years

Customer Value • Significant CAPEX savings –

more than 1 mil. USD per year

Why ACS • Technical expertise • Deep SQL tuning knowledge • Internal • Personal support

Telecommunication Company in Ukraine

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Overview

• Big bank in UA

• Customized support during an emergency

Challenges / Opportunities • After migration to a new platform and a new DB version (from 10 to

11.2) of their Card Processing Center the customer was not able to issue new bank cards (the application was not ready for DB 11.2 and some modules crashed with an exceptional error).

ACS Solution • Oracle ACS found the exact segment of code in the application that

was the reason for the exception error and provided exact information what should be changed in the code in order to solve the issue.

• The critical service request was resolved in 23 hours.

Results • Bank was back to operation

after severity 1 outage

Customer Value • Business continuity

Why ACS • Technical expertise • Internal tools • Personalized support

One of the Top 10 Banks in Ukraine

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Influence of ACS to Customer Success

Oracle ACS customers have significantly less severity one service requests.

15%

9%

16%

18%

15%

4%

3% 3% 4%

6%

0%

2%

4%

6%

8%

10%

12%

14%

16%

18%

20%

Severity 1 SRs

Non ACS Customers ACS Customers

*My Support extract , Complete Customer Base January 2014

22 EMEA ACS Business Development - Internal Use Only


Oracle Advanced Customer Support – Take Advantage

oracle.com/acs [email protected]

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Appendix

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ACS Seamlessly Builds Upon Oracle Premier Support

Oracle Premier Support

• 24/7 Support

• 24/7 Hardware Service

Enterprise-Class Technical Support 1

• My Oracle Support

• Oracle Configuration Manager, Health Checks and other Tools

Self-Service Proactive Support Tools 2

• Fixes, Security Updates, Enhancements, New Releases

• Documentation, Upgrade Advisors, Communities

Software Updates and Update Resources 3


• Assigned Support Team and Priority Service Response

• 24/7 Remote Monitoring and Resolution

The Fastest Problem Resolution 1

• Reviews/Assessments Delivered by ACS Experts

• Outages Mitigated or Prevented via Early and Predictive Detection

Personalized Proactive Support 2

• Provisioning, Patching, Upgrades, Tuning, Consolidation Planning, Migrations, and more

• New Systems: Readiness, Start-up and Go-live

Deployment of Updates & New Products 3


ACS Seamlessly Extends the Value of Platinum Services

Oracle Platinum Services

• Event Filtering and Qualification

• Event Reporting and Online Visibility to Activity

24/7 Fault Monitoring 1

• 5-minute Fault Notification

• 15-minute Restoration or Escalation to Development

Accelerated Support Response 2

• Patch Planning

• Patch Deployment

System Patching (Up to 4 Times Per Year) 3


• Proactive and Predictive Monitoring & Resolution to Complement Platinum Services Fault Monitoring

• End User Performance Monitoring

Advanced Monitoring and Resolution 1

• Named Advanced Support Team and Technical Account Manager Become Expert in Environment

• Regular Reviews, Guidance, Personalized Support

Solution Support Center 2

• Out-of-cycle or Out-of-scope Patching

• Engineered Systems and Platinum Services Readiness, Start-up and Go-live

Additional Patching and Other Services 3


Oracle Solution Support Center A New Level of Personalized and Proactive Support An Assigned Oracle Support Team Delivers Mission-Critical Support WHO WHAT WHY

• Customers who require specialized, personalized support

• For the most critical business applications and systems

• Named team with expertise in the customer’s unique environment & business impact

• Proactive use of tools and IP to avoid downtime, and rapidly resolve issues

• Focused on the customer’s most critical business functions

• Improve availability and performance


Oracle Priority Support Rapid Response and Resolution Priority Service Request Handling for Your Most Critical Oracle Solutions WHO WHAT WHY

• Customers who require prioritized support for their most critical systems

• Customers who require greater urgency in response to their service requests

• SRs prioritized higher in Premier Support Queues

• Access to a named TAM • Webcasts and exclusive

discussions with Oracle Product Managers related to new technologies

• Faster resolution of SRs related to critical systems and projects

• Access to a named Oracle Support professional who is an advocate and can be called upon in critical situations


Oracle On-Site Support The Support You Need, When and Where You Need It Hands-on Support from Oracle Experts Embedded Directly in Your Team WHO WHAT WHY

• Customers who require embedded Oracle support experts working directly with their IT staff

• Scenarios where remote delivery is not an option, or

• Remote services need to be augmented with on-site assistance

• Ultimate personalized support delivered by on-site support experts embedded at key customer location(s)

• Oracle solutions, knowledge transfer, and leadership for diverse, complex technical challenges

• Customer’s IT team gains direct real-time access to on-site Oracle experts

• Customer benefits from best-practices, timely advice and guidance, hands-on assistance, and knowledge transfer


Oracle Systems Optimization Support Gain Full Value from Your Oracle Solution – Right from the Start Startup, Go-live, Tuning, Critical System Changes and more WHO WHAT WHY

• Customers who need assistance with provisioning & deployment of hardware, software, infrastructure, and key data center events

• Packaged support solutions specifically geared to systems & data center customers

• Offerings span from installation & start-up, to system reviews, upgrades, and data center relocation

• Provides customers with a proven blueprint for deployment, maintenance, and availability

• Reduces customer risk and accelerates ROI


Oracle Advanced Support Cloud Services Your Connection to Success Secure, Personalized, Engineered Support WHO

• Customers who have adopted a cloud model, lights-out data center, and/or are capable of accepting engineered support connected to a service cloud

• Customers who seek continuous access to Oracle’s “always on” expertise

WHAT • Enables secure connectivity to a

rich suite of engineered support capabilities optimized for Oracle technologies

• Continuous detection, prevention, correction, and oversight of critical events

• Provisioning, consolidation, remote patching, and more

• Foundational platform for innovation

WHY • Provides the highest level of

engineered support to deliver system availability & reliability

• Direct access to Oracle experts from any location in the world

• Outages are mitigated or prevented via early & predictive detection

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ACS Overview 08122015

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