Responding
Around the Clock
Continued
Getting the Right Information
Like all Oracle Support customers, ViaSat benefits from OracleMetaLink, Oracle's Web support portal. Using this single source for up-to-date support information and communications, ViaSat has access to thousands of tips, best practices, and frequently asked questions. Moreover, as an Oracle Priority Service customer, ViaSat gets an online Oracle Priority Service portal, customized for rapid access to problem diagnosis and resolution metrics, account contacts, and quarterly reviews.
With Oracle Priority Service, ViaSat also gains access to product Webinars, chats, and other events with Oracle experts. This relationship with Oracle developers and subject experts enables ViaSat's IT staff to tap into a wealth of knowledge. "We plan to implement an Oracle Real Application Clusters architecture in the near future. During a recent Webinar, we gained valuable information from Oracle subject matter experts on exactly that topic," says Dankberg.
A Phased Approach
ViaSat first implemented Oracle
E-Business Suite 11.5.4 in phases, starting with its Atlanta-based businesses at the end of 2001. In 2002 it added its Phoenix and Maryland offices and upgraded to Release 11.5.6. It completed its core implementation at its corporate Carlsbad offices in 2003, replacing the Baan system it had been using. In 2004 it upgraded its entire environment to Release 11.5.8 and added the Oracle CRM suite in 2005. In early 2006, in partnership with Oracle Priority Service, ViaSat successfully completed a seamless upgrade to Release 11.5.10, performing most of the work with its own in-house Oracle expertise. ViaSat is now taking a close look at the Oracle Advanced Supply Chain Planning suite. It is also looking forward to moving to Oracle's next-generation Oracle Fusion applications.
Dankberg says he couldn't be happier with Oracle Priority Service. "Maintaining our leadership position in satellite communications demands high availability and fast problem resolution," he says. "We chose Oracle Priority Service to ensure that new products, upgrades, and patches are implemented quickly and smoothly and to guarantee rapid turnaround on any support issues. Enabling us to achieve a 65 percent reduction in our resolution time, Oracle Priority Service exceeded our expectations."
For More Information
Oracle for Communications
Oracle Advanced Customer Services
Monica Mehta is a California-based writer who specializes in business and technology.
