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You need to ensure that your business systems are as progressive as your business strategy. That's why Oracle Support Services provides you with the industry's most comprehensive support programs. With Oracle Support Services, you get the commitment of our organization and world-class technology—dedicated to ensuring your success and extending your Oracle applications and technology investments.
No other support organization can match Oracle's breadth and depth of technical expertise, advanced support technologies, or global reach. Our plan for ongoing updates and enhancements keep your systems and products up-to-date and running smoothly, and our technical information and expert advice help you resolve problems quickly and effectively. With Oracle Support, your applications and technology products will run smoothly and deliver maximum availability of the information that drives your enterprise.
Several third-party support providers have materialized in the applications support space. As some customers may be curious about third-party support due to the prospect of lower support costs, significant tradeoffs exist.
TECHNOLOGY AND PLATFORM UPDATES
Oracle is the only vendor who can provide fixes for the PeopleSoft PeopleTools and JD Edwards Technology Foundation technology platforms. Third-party support organizations cannot provide patches and fixes because they do not have access to the underlying source code for PeopleTools or Technology Foundation. Access to patches and fixes is extremely important if security vulnerabilities or critical bugs are discovered. Without support directly from Oracle, customers may be exposing their mission-critical systems to significant risks.
Only Oracle's support team can provide updates to PeopleTools and Technology Foundation to support planned new versions or releases of third-party technology components such as: browsers, databases, application servers, operating systems, and hardware server architectures. As these components mature, the technology vendors will likely discontinue support of older versions, which may require an upgrade to a more current version. Without updates to the PeopleTools and Technology Foundation platforms, customers run the risk of running their mission-critical applications on a technology platform that is unsupported. In addition, customers cannot take advantage of any planned future technology enhancements, without access to planned periodic platform and technology updates from Oracle. MAJOR AND MINOR PRODUCT RELEASES
We continually invest in our products and solutions so you have access to the latest technologies, industry best practices, and any planned new product functionality for the software you've licensed. Your support fees are an annual investment that you make in your Oracle solutions. They provide you with access to planned future releases, when and if available, for the products you've licensed so you can take advantage of product and technology enhancements to your business on the leading edge, ensuring that the systems that run your business stay up to date. You get maximum return on your Oracle investment with the latest technologies, industry best practices, and new product functionality that may become available.
TAX, REGULATORY AND LEGISLATIVE UPDATES
Your company is required to meet certain regulations or government-stipulated changes such as tax code changes or new laws. Recent examples include Sarbanes-Oxley and HIPAA. The third-party support industry is an immature market, and vendors may lack access to the engineering-level expertise required to develop software enhancements for government-mandated changes. Customers who choose a third party support vendor assume a significant risk that the vendor may not be able to provide the required business functionality, or meet support service level agreements. With Oracle, you can ensure that your systems are up to date with the most current tax and regulatory requirements where available.
GLOBAL SUPPORT QUALITY
Our Global Support Center adheres to strict quality guidelines to ensure we can exceed your expectations of our product and service quality. Oracle Support is based on proven best practices and has been confirmed by industry certifications—third-party affirmation that recognizes the excellence of our practice.
Oracle is the first enterprise software provider to receive global certification under the J.D. Power and Associates Certified Technology Service & Support Program for our worldwide Support business, encompassing 18 hubs on 5 continents. To earn the global J.D. Power and Associates certification, Oracle surpasses a rigorous set of standards across a variety of customer service criteria—including strategic management, marketing, sales, universal delivery processes, and additional service and support criteria covering both assisted support and non-assisted support. Oracle was also the first enterprise software provider in North America to receive this certification.
The Services & Support Professionals Association (SSPA), one of the largest and most influential associations for technology service and support professionals. The SSPA STAR Awards are one of the highest honors in the support industry, recognizing exceptional leadership, innovation and customer service excellence. For four years Oracle has been honored in the Innovative Support category, recognizing new, cutting-edge technology, tools, and systems for delivering exceptional technical support to customers. And for the fourth year Oracle also earned the WebStar Service award, honoring exceptional customer service and technical support via the Web.
Our proven track record of exceptional support demonstrates our commitment to success in driving innovation, customer service, and automation into our support tools and capabilities. Our long history of industry recognition.
2006
J.D. Power & Associates Global Certification
SSPA Software Technical Assistance Recognition (STAR) Award for Innovative Support
SSPA WebSTAR Service Award
2005
Induction into the SSPA STAR Awards Hall of Fame for exceptional service
SSPA Award for Innovative Support
SSPA WebStar Award for Excellence in Customer Support
Stevie Award for Best Support Team in EMEA
Oracle continues to deliver a superior ownership experience that combines quality global support with real business value and customer satisfaction.
JD EDWARDS WORLD
JD Edwards World products are supported by our strong IMB eServer iSeries hardware relationship. The JD Edwards World product team has direct ties to the IBM iSeries team and may create patches for World if security vulnerability is found. JD Edwards World uses the security function of the IBM iSeries operating system. We work closely with IBM iSeries development to optimize and verify the security on the server.
Only Oracle's JD Edwards support may issue patches if a bug is found in World applications and may provide updates to World HTML/Java interfaces to support new browsers.
Oracle's JD Edwards support professionals participate in Technical Review Boards with IBM and are notified far in advance of any major changes to IBM hardware, databases or operating systems. If new versions are released, JD Edwards World is tested and may be updated as required. Only Oracle's JD Edwards support has access to World source code and may provide updates.
The Global Support Center is staffed with senior JD Edwards World analysts with in-depth product knowledge. All analysts are certified support professionals and highly specialized in focused areas with an average tenure of six years.
With Oracle, PeopleSoft, and JD Edwards Support you get the support you need, when you need it. Our goal is to keep your Oracle application and technology systems running smoothly—without interruption—today and in the future.
This document is for informational purposes only and cannot be incorporated into a contract.
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