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Using Advanced Customer Support to close deals & increase customer satisfactionStephen TurnerGlobal Channels Development DirectorAdvanced Customer SupportSeptember, 2014

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Safe Harbor StatementThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


Program Agenda for Advanced Customer Support

Who we are?

What we offer

How you can take advantage

Engagement Models

How do I engage

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Oracle Advanced Customer Support (ACS) delivers personalized and proactive mission-critical support for organizations seeking to maximize the availability, performance, and value of their Oracle solutions

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About Oracle Advanced Customer Support

We Operate Globally as part of Oracle Customer Support Services

We Bring Expertise and Experience across the Complete Oracle Stack

ACS Works Closely with Oracle Development to Enhance Supportability

Our #1 Focus is Customer Success

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#1

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 7

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 5ACS works with 4,000+

public and private sector organizations

Oracle Advanced Customer Support: Our Customers


50%The average hourly cost of downtime increased by over half in the last decade as technology became even more central to running key business functions

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50%CIOs plan to increase use of service providers by 50% over the next 3-5 years to reduce operating costs and focus limited staff on innovation


Oracle Advanced Customer Support What We Help You Achieve

MAXIMUM AVAILABILITY MAXIMUM PERFORMANCE & VALUE

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Supportability at Every Step of Your Lifecycle

Plan & Design

Build & Deploy

Support &Maintain

Optimize &Modernize


Oracle Advanced Customer Support Offerings

Personalized and Proactive Support from a Named Teamof Oracle Engineers

Priority Service Request Handling for Your Most Critical Oracle Solutions

Oracle On-Site Support

Advanced Support Engineers at Your Site to Provide Immediate Assistance

Oracle SystemsOptimization

Support

Start-up, Go-live, Tuning, Hardware and Software Changes, and More

Oracle AdvancedSupport Cloud

Services

Connectivity Enables a Wide Range of EngineeredSupport Offerings

Oracle PrioritySupport

Oracle SolutionSupport Center

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Oracle Advanced Customer Support Experts

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ACS engineers and technical account managers pair deep knowledge of Oracle products with an intimate understanding of your environment and objectives to deliver truly personalized support

• 2,600+ delivery professionals with an average 15+ years Oracle experience

• Extensive ongoing training

• Consistently high customer satisfaction


“There is no question that automated remote support services can bring real, significant benefits to the modern datacenter.

IDC strongly recommends that any IT organization with access to automated remote support consider immediate implementation, working with support providers...”– Rise of the Machines, IDC 2014


Oracle Advanced Support Cloud

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Oracle Advanced Support Cloud enables delivery of a range of cloud services which leverage known best practices, automation, and our global Centers of Excellence to help you maintain, support, and manage Oracle products

• 900+ connected customers

• Instantly accessible from anywhere

• Large and growing portfolio of services

Best Practices

Centers of Excellence

Automation__________________

__________________

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

Going to Market with PartnersReselling Partners (VAD / VAR)

Services at Point of SaleFixed DiscountsSimplified quoting & bookingFocus on ACS Resell portfolio

attachLeverage Oracle Partner Store to

add installation services to HW/SW orders

System Integrators (SI) VARSPackaged, fixed price & custom

T&MSupport of SW & HW infrastructure

projectsACS Sales Region DrivenLeverage ACS Global Order Desk

and ACS Sales Rep.


ACS Partner Engagement

Selling at Point of Systems Sale (POS)

Point Services and Solutions

Large IT Projects and Implementations

Optimization & Readiness Services ordered online via the Oracle

Partner Store (OPS)

Dedicated Global Order Desk for end-to-end Service Deal Management

Sales and Presales Engagement for complex Oracle Engagements

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

Open Market Model (OMM)Oracle's Open Market Model (OMM) is a global registration program that rewards partners for registering transactions with OracleBenefits to Partners Include:– Approved registrations become visible to Oracle sales organization– Compensation or acknowledgement for bringing business to Oracle– Partners who register leads that are closed within 6 months time receive a 5%

commission on the deal with a maximum cap of $25,000–More information on the details of the OMM model can be found

http://my.oracle.com/site/anc/wwac/Operations/OpenMarketModel/index.html

http://my.oracle.com/site/anc/wwac/Operations/OpenMarketModel/index.html


Summary: What is in it for partners?

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• Enable partners to sell a solution across theOracle stack

• Supplemental services that enhance the partner’s own service offerings & delivery capability

• Project schedules that are kept on track & on budget

• Assigned delivery team who understands your client’s business and technology requirements

• Enhanced capability for partners to deliver new Oracle technologies

• Increased Cooperation & Customer Satisfaction

• Increased partner revenue and margin


For More Information

oracle.com/partners/goto/acs


ACS Seamlessly Builds Upon Oracle Premier SupportOracle Premier Support

• 24/7 Support• 24/7 Hardware Service

Enterprise-Class Technical Support1

• My Oracle Support• Oracle Configuration Manager, Health Checks and

other Tools

Self-Service Proactive Support Tools2

• Fixes, Security Updates, Enhancements, New Releases

• Documentation, Upgrade Advisors, Communities

Software Updates and Update Resources3

Oracle Advanced Customer Support

• Assigned Support Team and Priority Service Response

• 24/7 Remote Monitoring and Resolution

The Fastest Problem Resolution1

• Reviews/Assessments Delivered by ACS Experts• Outages Mitigated or Prevented via Early and

Predictive Detection

Personalized Proactive Support2

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

• New Systems: Readiness, Startup and Go-live

Deployment of Updates & New Products3


ACS Seamlessly Extends the Value of Platinum ServicesOracle Platinum Services

• Event Filtering and Qualification• Event Reporting and Visibility through Online

24/7 Fault Monitoring1

• 5-minute Fault Notification• 15-minute Restoration or Escalation to

Development

Accelerated Support Response2

• Patch Planning• Patch Deployment

System Patching (Up to 4 Times Per Year)3

Oracle Advanced Customer Support

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

• End User Performance Monitoring

Advanced Monitoring and Resolution1

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

• Regular Reviews, Guidance, Personalized Support

Solution Support Center2

• Out-of-cycle or Out-of-scope Patching• Engineered Systems and Platinum Services

Readiness, Startup and Go-live

Additional Patching and Other Services3


Oracle Solution Support CenterA New Level of Personalized and Proactive SupportAn 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 SupportRapid Response and ResolutionPriority 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 SR’s

• 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


On-Site SupportThe 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, & 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 & guidance, hands-on assistance, and knowledge transfer


Oracle Systems Optimization SupportGain 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 & startup, 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 SuccessSecure, Personalized, Engineered Support

WHO• Customers who have adopted a cloud model, lights-out data center, and/or 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, etc.• 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

using advanced customer support to close deals & increase customer satisfaction oracle...

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