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
High Availability with Advanced Monitoring and Resolution

High Availability with Advanced Monitoring and Resolution


Learn how Oracle Advanced Customer Services helps to maximize availability and performance with Oracle Advanced Monitoring and Resolution.

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