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Oracle’s Platinum Services for Engineered Systems Offer Game-Changing IT Support

Oracle now offers an innovative new approach to IT support that is helping IT managers decrease the cost and complexity of supporting their IT environments by easing administrative tasks and enabling high availability.

Oracle engineered systems are preintegrated to reduce the cost and complexity of IT infrastructures while increasing productivity and performance. And now, customers that choose the extreme performance of Oracle SPARC SuperCluster, Oracle Exadata Database Machine, or Oracle Exalogic Elastic Cloud can also gain access to Oracle’s platinum services—at no additional cost.

Oracle’s platinum services provide enhanced high-availability support services to Oracle Premier Support customers running certified configurations on Oracle engineered systems. In addition to receiving the complete support essentials with Oracle Premier Support, qualifying platinum services customers also receive around-the-clock remote fault monitoring with industry-leading response times and patch deployment services.

Industry-Leading Services
Oracle’s platinum services, enabled through Oracle’s Advanced Support Gateway, include
  • Remote fault monitoring. Covered components are monitored for faults around-the-clock for a single point of accountability for the Oracle stack.
  • Industry-leading response times. Customers receive 5-minute fault notifications via e-mail. After the opening of a Priority 1 service request, customers receive 15-minute restoration or escalation to development. A 24/7 escalation process and hotline ensures that customers are routed to specialized product experts for immediate access to advanced support and development engineers.
  • Remote quarterly updates and patching. Oracle applies updates and patches to covered systems four times per year via Oracle’s Advanced Support Gateway. Working collaboratively with customers to assess, analyze, plan, and deploy updates and patches, customers regularly receive improvements and new innovations to enhance system performance.
“Oracle’s platinum services are a new paradigm in IT support that further reinforces the value proposition of systems engineered to work together,” says Larry Abramson, senior vice president and general manager, Oracle Advance Customer Support Services. “These platinum configurations are engineered together, tested together, and supported together. Oracle develops, engineers, and supports every component in the solution, and every component is best-in-class.”

To be eligible to receive Oracle’s platinum services, customers must be running a certified configuration—a defined combination of certified components based on Oracle Exadata Database Machine, Oracle Exalogic Elastic Cloud, or Oracle SPARC SuperCluster systems that have been tested and certified by Oracle. By maintaining technology on a standard configuration, Oracle can further remove complexity from the supportability of the IT stack.

Get more details about Oracle’s platinum services.

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