Annual Services Offerings

Maximize Availability for your Mission Critical Environment

Oracle Advanced Customer Support Services offers five unique levels of annualized mission-critical support services. You can select the precise service that meets your technology and business requirements.

Features	Benefits
Business Critical Service for Systems
Priority Response and Assistance Prioritized Service Request (SR) handling, end-to-end Customer portal with real-time system status updates	Maximize availability Optimize performance and reliability Predictable Operational Costs
System Monitoring for Issue Identification and Resolution 24x7 remote fault monitoring Automated service requests for any detected issues
Rapid response and hardware replacement SLAs On-site response for all Severity-1 hardware issues Time to Replace (TTR) commitment of 6 hours for faulty hardware parts for Severity-1, and 24 hours for Severity-2
Quarterly reviews and patch installation Regular system reviews to help optimize performance Periodic proactive patching that maintain high availability
Advanced Monitoring and Resolution
Features	Benefits
Advanced Monitoring 24x7x365 monitoring of advanced telemetry by Oracle Advanced Support Engineers Event filtering Alerts when specific metrics exceed predefined thresholds Reporting on event management, performance and availability A single global knowledge base, tool set and Mission Critical portal Response Time SLAs	Maximize availability Optimize performance and reliability Predictable Operational Costs
Advanced Resolution 24x7x365 closed-loop incident resolution by Oracle Advanced Support Engineers Root cause analysis and corrective action Problem management Proactive analysis & preventive maintenance Patch reviews and recommendations Performance and availability reporting Storage and database provisioning Response time SLAs
Additional Oracle Advanced Monitoring Services
Features	Benefits
End User Monitoring Identifies where end user performance problems are impacting business continuity Fully monitored network attached Real User Experience In-sight (RUEI) monitoring Trend analysis utilizing a repository of 13 rolling months of raw data for customer analytics Flexible KPIs configurable based on unique end user performance targets	Improved service level management Monitor and ensure end user performance Optimize performance and reliability
Simulated Transactions Oracle Advanced Support Engineers script a simulated end-user transaction and regularly confirms transaction throughput complies with service level standards Oracle Engineer responds to any failed transactions according to a pre-defined service level agreement Oracle Engineer notifies client and opens Service Request in response to any failed transactions
Ping and HTTP Verification Execution of a PING command against a predetermined device to measure device responsiveness Execution of HTTPGET or HTTPPOST command against a specified URL to determine responsiveness Oracle Advanced Support Engineer responds to any service irregularity and initiates resolution procedures
Solution Support Center (SSC)
Features	Benefits
Dedicated Support Team 24x7 dedicated hotline and immediate response Intimate knowledge of customer business and environments Onsite and remote support engineers Root cause and corrective action plans	Accelerate technology adoption High performance and availability of your mission critical environment Rapid return on investment
Advanced Support Delivery Manager Local/onsite and assigned to customer Customer single point of contact for Support issues Escalation management Proactive support reviews
Priority Service Request Handling Faster service request response times Prioritization of service requests in support work queue Escalations of service requests to duty managers based on elapsed time
Preventive Services Preventive advice delivered based on specific customer knowledge Advanced diagnostic tools providing actionable recommendations Patching, configuration and product use guidance
Business Critical Assistance (BCA)
Features	Benefits
Dedicated Support Team 24x7 dedicated hotline and immediate response Intimate knowledge of customer business and environments Onsite and remote support engineers Root cause and corrective action plans	Increased business value Improved return on investment Minimize risk and protect your business reputation
Advanced Support Delivery Manager Local/onsite and assigned to customer Customer single point of contact for Support issues Escalation management Proactive support reviews
Priority Service Request Handling Faster service request response times Prioritization of service requests in support work queue Escalations of service requests to duty managers based on elapsed time
Preventive Services Preventive advice delivered based on specific customer knowledge Advanced diagnostic tools providing actionable recommendations Patching, configuration and product use guidance
Advanced Support Assistance
Features	Benefits
Advanced Support Delivery Manager Local/onsite and assigned to customer Single point of contact to Oracle support and development Faster service request response times Escalations of service requests to duty managers based on elapsed time Full stack coverage and industry specific expertise	Increased business value Improved return on investment Minimize risk and protect your business reputation
Priority Service
Features	Benefits
Advanced Support Delivery Manager Local/onsite and assigned to customer Customer single point of contact for support issues Escalation management Proactive support reviews	Accelerate IT productivity Preferred access to Oracle technical resources Improved system availability and reliability
Priority Services Request Handling Faster Service Request response times Prioritization of Service Requests in Support work queue Escalations of Service Requests to Duty Managers based on elapsed time
Service Level Standards Service 1 - Response within 1 hour Service 2 - Response within 2.5 hours Service 3 - Response by next local business day Service 4 - Response by next local business day