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.

 
Business Critical Service for Systems
Features Benefits
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
 
 
 
Maximize Performance with Advanced Support
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