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What are Advanced Customer Services for SaaS?

Maximize the value of SaaS with tailored support

Oracle SaaS applications best unfold their full value and rich capabilities if user adoption, business continuity, technical optimization, and security are addressed proactively. Oracle Advanced Customer Services has a targeted service portfolio for the specific needs of Oracle SaaS customers.

For more than 20 years, Oracle Advanced Customer Services has helped over 6,000 companies across 100 countries gain the speed, flexibility, and security features that they require.

Take advantage of tailored support and guidance throughout your Oracle SaaS usage and meet your business objectives with cloud-based applications.

Customer challenges

Oracle SaaS offers tremendous benefits to modern organizations, such as rapid innovation, agile processes, improved efficiency, and increased productivity. When in-house IT teams are not fully aware of the requirements to support cloud-based environments, it can have a significant impact to business. For example:

  • Underestimating the level of support required after go-live can lead to delayed adoption, lower business confidence, and missed return on investment (ROI) goals.
  • Limited in-house IT support resources may find it hard to keep up with testing and uptake of new SaaS functionality. This can affect business operations and end user proficiency.
  • End users who encounter slow resolution of application issues and do not receive functional support when they need it, can experience dissatisfaction and reduced productivity.

Customer benefits

Oracle Advanced Customer Services has more than 1,000 Oracle Cloud and Oracle Applications specialists worldwide with a wealth of expertise to assist customers throughout the entire lifecycle of their Oracle Cloud solution. Personalized support and functional services can ensure high operational performance and user productivity.

  • Deliver an end-to-end support experience for technical and functional requests
  • Maximize stability within your entire SaaS ecosystem
  • Integrate and operate seamlessly between Oracle SaaS and the rest of your technology landscape
  • Increase user adoption: Adopt new technology and functionality quickly
  • Meet your SLA obligations and ensure business continuity when it matters most
  • Achieve high performance of your on-premises and cloud environment
  • Secure your SaaS/PaaS hybrid environment and control access efficiently

Advanced Customer Service offerings for Oracle SaaS

Oracle Cloud Priority Support

Enhances platinum-level support and provides fast issue resolution for your most critical SaaS solutions

  • Personalized guidance from a designated Oracle Technical Account Manager
  • Priority Service Request response
  • Resolution of complex problems with multiple related incidents
  • Quarterly reviews and knowledge sessions

Oracle Solution Support Center for Cloud

Provides high availability and performance, and assists with the ongoing execution and effective use of your cloud solution through end-to-end support of your entire Oracle environment by your designated Oracle Support team

  • Personalized guidance from a designated senior cloud support team
  • Dedicated hotline
  • Priority Service Request response
  • Service level standards
  • Quarterly service reviews
  • Proactive technical and architecture assessments

Oracle Mission Critical Support for SaaS (PDF)

Comprehensive and flexible service offering, with service level agreements and a fixed price, to help you get the highest value from your SaaS applications. The offering includes:

  • Business Help Desk for SaaS: Timely and targeted functional support to increase user adoption and satisfaction. Configuration assistance for users, functions, and batch jobs.
  • Critical Process Management for SaaS: 24/7 management, monitoring, resolution, and proactive oversight to ensure optimized performance of your most important SaaS business flows during crucial times.
  • Extension and Integration Support for SaaS: Efficient management of new SaaS extensions, APIs, and integrations such as Java extensions developed on Java Cloud Service, Oracle Business Intelligence Cloud Service reports, and SOA Cloud Service integration composites.
  • Regression Testing for SaaS: Update testing for frictionless uptake of new features and minimized impact of updates to key business process flows in the SaaS production environment.

Oracle Managed Identity and Access Management (PDF):

Protects identities, authentication, and access to your Oracle SaaS and other cloud and on-premises applications with a unified, cloud-based service.

  • Improved identity visibility and identity management across hybrid multicloud
  • Increased access controls through multifactor authentication
  • Seamless integration through in-depth technical and security expertise
  • Unified single-sign-on experience for all applications users
  • Help address security compliance needs through control of entitlements, certification reports, and segregation of duty

Oracle Expert Services (PDF)

Help make your cloud journey a success with personalized support of skilled Oracle engineers and technology leaders who understand your environment and business goals.

Addressing key customer requirements operating Oracle SaaS environments

User adoption: Adopt new technology and functionality quickly

How do you:

  • Set up core business functions?
  • Configure to recommended practices?
  • Assist your end users with adoption of SaaS functionality?
  • Provide business transaction support?

The Advanced Customer Services targeted offering: Oracle Business Help Desk for SaaS (PDF)


Business continuity: Meet your SLA obligations and ensure business continuity when it matters most

How do you:

  • Address performance issues of critical processes (e.g., during month-end close)?
  • Integrate cross-cloud workloads?
  • Adopt processes to business changes quickly?

The Advanced Customer Services targeted offering


Technical optimization: Achieve high performance of your on-premises and cloud environment

How do you:

  • Manage extensions and integrations?
  • Lower your support cost?
  • Bridge your resource gaps?
  • Make the most of your SaaS environment?

The Advanced Customer Services targeted offering


Secure your SaaS/PaaS hybrid environment and control access efficiently

How do you:

  • Prevent unauthorized access and data breach?
  • Manage security of your cloud-based applications to high standards?

The Advanced Customer Services targeted offering: Oracle Managed Identity and Access Management (PDF)


Read more in: Leverage Tailored Support to Maximize the Value of SaaS

Oracle Advanced Customer Services supports Oracle SaaS customers across the board. Here are some examples of how customers can benefit from targeted services for their key cloud-based business processes

Services for Oracle Human Capital Management (HCM)-based payroll processes:

End-to-end Support for your cloud-based payroll processing (PDF)

Operate your Oracle Cloud HCM-based payroll processing efficiently and with confidence, backed by targeted support offerings from Oracle Advanced Customer Services.

Reliably meet your business SLAs

  • Deliver predictable payroll runs regardless of ecosystem complexity
  • Ensure business continuity across changes and updates
  • Speed up payroll process time and prevent risk
  • Increase efficiency and reduce total cost of ownership

Increase your HR and payroll team’s satisfaction and productivity

  • Increase payroll feature adoption and optimize usage
  • Simplify payroll processes and free up time for new feature adoption

Specific to the payroll process, Oracle Advanced Customer Services provides targeted services and extended monitoring during payroll events to ensure reliable execution.

  • Analytics dashboard: Customer specific dashboard adjustments.
  • Integrations management: Spanning across on-premises, hybrid cloud, and third-party enhancement support. Oracle Advanced Customer Services takes break-fix ownership of complex issues to avoid finger pointing and get them resolved quickly.
  • Payroll process management: Prepayroll validation of configuration and data, payroll reconciliation, payroll accounting, process validation, and error handling.
  • Payroll process monitoring: 24/7 monitoring every step of the way. Proactive incident response, and advice on payroll process operational improvements.

Read more in: End-to-End Support for Your Cloud-Based Payroll Processing (PDF)

Services for Oracle Cloud Human Capital Management (HCM)-based workforce compensation

Compensate your employees efficiently (PDF)

Increase employee satisfaction and your HR team’s productivity through Oracle Fusion Workforce Compensation Cloud Service, supported by Oracle Advanced Customer Services.

Execute workforce compensation accurately

  • Calculate compensation accurately and eliminate human error
  • Deliver fast compensation to your workforce
  • Replace outdated tools with the latest cloud technology and increased functionality
  • Increase cloud adoption and productivity of your HR users
  • Optimize leverage of your Oracle Cloud HCM investment

Oracle Advanced Customer Services offers end-to-end support with targeted procedures and deliverables to ensure reliable and efficient execution of your Oracle Workforce Compensation process.

  • Analytics dashboard: Customer specific dashboard adjustments.
  • Integrations and extensions management: Spanning across on-premises, hybrid cloud, and third-party enhancement support. If complex issues occur in a heterogeneous environment, Oracle Advanced Customer Services takes ownership and coordinates the related parties to solve the problem quickly.
  • Compensation process management: Preprocess validation, reconciliation, accounting, validation, and error handling.
  • Compensation process monitoring: 24/7 monitoring every step of the way. Proactive incident response, and advice on process improvements.
  • Oracle Business Help Desk for SaaS is the heart of these deliverables. A team of functional and technical experts are available 24/7 to answer questions from your super users, resolve issues, and guide your team on process optimizations. Service level agreements, key performance indicators, and detailed reporting provide a transparent, predictable service experience.

Take advantage of Oracle Advanced Customer Services for SaaS and make your Oracle Cloud HCM-based workforce compensation process a cornerstone of your employees’ satisfaction.

Read more in: Compensate Your Employees Efficiently (PDF)

Services for Oracle Cloud Human Capital Management (HCM)-based recruiting processes

Boost HR User Productivity with Oracle Recruiting Cloud (PDF)

Pick the best talent for your company, provide excellent candidate experiences by leveraging the latest technology, and boost your HR team’s productivity through Oracle Recruiting Cloud Service and Oracle Advanced Customer Services.

Leverage expert support to achieve your goals with Oracle Recruiting Cloud

  • Support the implementer during transition to Oracle Recruiting Cloud
  • Execute recruiting processes efficiently
  • Optimize module usage and performance
  • Increase HR user adoption and productivity

End-to-end Oracle Recruiting Cloud support by Oracle Advanced Customer Services

  • Personalized lifecycle support: Oracle Advanced Customer Services Technical Account Managers stay engaged with their clients across the lifecycle of their cloud solutions and provide targeted guidance, escalation management, and prioritized issue resolution.
  • Business Help Desk for SaaS: A team of functional and technical experts is available 24/7 to answer questions from your super users, resolve issues, and guide your team on process optimizations. Service level agreements, key performance indicators, and detailed reporting provide a transparent and predictable service experience.
  • Recruit to hire dashboard: Oracle Advanced Customer Services can adjust your dashboard for your specific recruiting tasks and partner integrations.

Take advantage of Oracle Advanced Customer Services for SaaS and provide a modern experience for your candidates and for your HR team with Oracle Recruiting.

Read more in: Boost HR User Productivity with Oracle Recruiting Cloud (PDF)

Services for Oracle Cloud Enterprise Resource Planning (ERP)-based financial closing processes

Modern Financial Closing with Oracle Cloud (PDF)

Complete your period close process quickly, accurately, and efficiently every time with Oracle Fusion Cloud Services and expert operational support.

Manage the complexity of the financial close process

Closing the books is a complex process as multiple subledgers and modules such as payroll, payables, and cash management need to be closed one by one and consolidated to achieve an accurate report on time.

Reliably close your books on time

  • Manage complexity and ensure fast financial close process execution
  • Proactively prevent risk of process failures and delays
  • Gain transparency and control
  • Optimize process execution through continuous improvements

Specific to the financial close process, Oracle Advanced Customer Services provides targeted services and extended monitoring to ensure reliable execution before, during, and after the closing process.

  • Personalized lifecycle support: Implementers will eventually move on when the project is complete. Oracle Advanced Customer Services Technical Account Managers stay engaged with their clients across the lifecycle of their cloud solutions and provide targeted guidance, escalation management, and prioritized issue resolution.
  • Closing process monitoring and management: A team of financial close experts will assist you during the entire process as much as you need, delivering against the KPIs you define. Based on a proven methodology and detailed process runbooks, the Oracle Advanced Customer Services team delivers comprehensive preclosing, closing, and post-closing activities including:
    • Preprocess and cleanup
    • War room management
    • Schedule monitoring and management
    • Error reconciliation
    • Keeping stakeholders informed constantly
    • Process closure and reporting
  • Financial close dashboard: Oracle Advanced Customer Services will tailor and enhance dashboards to your specific requirements to give you an execution platform and a holistic view on a single pane, interactive drill downs, role-based reporting as well as user friendly access and security management.

Leverage Oracle Financial Management Cloud and operational support by Oracle Advanced Customer Services for SaaS, and provide your business with a modern, well planned, and efficiently executed financial closing process.

Read more in: Modern Financial Closing with Oracle Cloud (PDF)

Services for Oracle Cloud Transportation Management/Global Trade Management-based logistics processes

Ship Your Goods Faster and at a Lower Cost (PDF)

Transport your goods quickly and cost efficiently worldwide with Oracle Transportation Cloud, Oracle Global Trade Management Cloud, and expert operational support.

Optimize shipments of your goods

  • Superior cost/time ratio through increased logistics efficiency and cost optimization
  • Constant transparency and control through end-to-end shipment management across integrated systems, and customized dashboards and reporting for holistic supply chain visibility
  • Global trade compliance through screenings and regulations management

Oracle Advanced Customer Services offers targeted services for transportation management.

  • Transportation monitoring and management: Advanced Customer Services keeps an eye on your goods with 24/7 traffic and process monitoring for on-time delivery and supply chain visibility. Application health checks ensure high performance and availability.
  • Transport Intelligence Dashboard: Dashboards are tailored and enhanced to your specific requirements to give you user specific reports and business intelligence, ad hoc analysis, and proactive alerts.
  • Integrations Management: Spanning across on-premises, hybrid cloud, and third-party enhancement support, Oracle Advanced Customer Services takes break-fix ownership of complex issues to get them resolved quickly and avoid finger pointing.
  • Support and operation of Global Trade Management: Oracle Advanced Customer Services helps you transport your goods in accordance with international trade rules through compliance screenings, regulation management, and content management.

Take advantage of Oracle Cloud Applications and operational support by Oracle Advanced Customer Services to stay ahead of your competitors in the global race for shipping goods.

Read more in: Ship Your Goods Faster and at a Lower Cost (PDF)

Get it right, keep it right with Oracle Advanced Customer Services

Contact your Oracle Advanced Customer Services sales representative to discuss how our unique offerings can help you adopt your SaaS solution quickly and safely to reach the goals you defined at the start of your cloud journey.