Oracle and Siebel Support Integration

Oracle has retained the same interfaces, same people, and same systems and infrastructure that you relied on from Siebel. With Oracle Premier Support, you have the system and support continuity that your business requires. As an Oracle Premier Support customer, you will have continued access to the same support people, systems, and infrastructure that you relied on with Siebel. Well over 98% of Siebel support professionals have joined Oracle, so you should experience a seamless transition.

We are dedicating significant resources to ensure that you experience minimal disruption during the integration and transition process. Given the continuity, availability, and scale of resources, we are the smart and cost-effective choice for customers running Siebel products.

You should continue to use the same support channels you have been using, whether it is online, phone support, or through your customer account team. Support phone numbers and Web site links remain the same.

Siebel's technology and application products are central to the success of your business. The more you can exploit their full value, the greater your success. Oracle Premier Support lets you take advantage of the full potential of your systems by providing you with access to the latest product enhancements and system upgrades. We want to maximize your experience—it's that simple.

Our plan is to accelerate Siebel's pace of innovation to offer you a choice of an integrated suite or best of breed Siebel solutions. As previously stated, Siebel CRM is planned to be the centerpiece of Oracle's Fusion CRM Application strategy. As part of Oracle Fusion Applications, we will evaluate all of Oracle's CRM product lines to define the best functionality, data model, and design points required to meet the requirements of the diverse industries, geographies, and company sizes that Oracle currently supports.

Siebel 8.0 CRM enhancements will help drive your business success.

We have leveraged both the Oracle and Siebel support organizations and technical infrastructures. With our integrated case resolution and escalation processes, we leverage each other's support organizations and technical infrastructures to more rapidly resolve your product and technical issues. And if you are running Oracle technology, the combined expertise of our application and technology support teams will further reduce the steps and time needed to resolve your issues.

We actively maintain approximately 700 representative environments in our support labs to assist with complex troubleshooting and diagnostics—and we can quickly create a new environment and troubleshoot for a client with unique system configurations.

Oracle's Diagnostic Methodology is a standardized approach to providing seamless support when issue resolution requires Oracle technology or Siebel applications support. You benefit from a consistent approach and a structured method that upholds our targeted service levels. You can also take advantage of Oracle Collaborative Support, through our secure Web conferencing technology and access to our technical support engineers.

We provide a single organization for all your Oracle support needs. No longer do you need to rely on multiple organizations to resolve an issue. Through the global scale of our support organization and by leveraging our third-party relationships and reseller agreements, Oracle works on your behalf to manage all parties to ensure prompt and efficient resolution.

Rely on Oracle's development of advanced support technologies—part of our long-term commitment to delivering a faster, easier, and more cost-effective way to run your Siebel products. You'll have better control of your Siebel solutions, saving you time and money and lowering your total cost of ownership.

Continue to benefit from the industry-leading Siebel CRM System. Oracle plans to enhance the system with more personalized service, as well as expand the capabilities to manage all Oracle customer interactions.

Oracle's support diagnostic tools allow you to increase system performance, diagnose system issues before they become critical, and to significantly reduce IT costs. These tools offer a simpler way to manage your Siebel environment while reducing the risk of unplanned system time.

Significantly reduce the risks associated with critical system issues. Maintain and enhance your Oracle solutions with My Configurations and Projects, one of the advanced support technologies offered to you as part of your annual Premier Support contract. My Configurations and Projects provides you with a simpler and more intelligent way to manage even the most complex, multi-component test, development, and production environments.

Oracle is a company built on innovation. You benefit from a history of technology innovation and cooperation with partners to support standards-based software and emerging technologies, such as grid computing, service-oriented architecture (SOA), and standards-based applications. We're dedicated to providing a clear direction for and supporting your technology future, with next-generation solutions that use the latest technology to run your enterprise.

Oracle is assuming more support responsibilities across a broader IT footprint of Oracle-based IT systems—as part of our effort to create an ecosystem of interoperable companies and resources to deliver IT capabilities to joint customers. This responsibility extends beyond the Oracle technology platform to key Independent Software Vendors (ISV), as well as to our commitment to Linux and the open source community.

Oracle provides seamless, dedicated end-to-end lifecycle support for our ISVs. This support model—One Stop Support—lets ISVs benefit from shorter development cycles, and provides seamless support to our joint customers, delivering on faster problem resolution and minimizing IT risks.