Oracle Advanced Customer Services

Advanced Services for Oracle Exadata

Key Features

  • Preproduction Readiness Services, including critical patches and updates using proven methodologies and recommended practices
  • Production Optimization Services, including configuration reviews and performance reviews to analyze existing systems
  • Monitoring and Support Services provided by a team of Advanced Support Engineers and managed by a Technical Account Manager

Key Benefits

  • Rapid ROI. Rapid deployment for faster ROI.
  • High Availability. Help ensure system uptime with mission-critical support for your complex IT environment.
  • Optimized Performance.Continuously optimize performance with regular reviews and advice.
  • Reduced risk. Support Oracle Engineered Systems technology with confidence, achieving service levels demanded by your business.

Technologies Covered

  • Oracle Exadata Engineered Systems hardware
  • Oracle Linux
  • Oracle Database
  • Oracle InfiniBand Switches

Related Services

ACS Cloud Services

  • Oracle Consolidation Planning Service for Database
  • Oracle Managed Exadata Database Cloud Service

Oracle University

  • Expert-led training for Oracle Exadata, Oracle Database
  • Learning paths and assessments for Oracle technology

Oracle Premier Support

  • Oracle Customer Data and Device Retention
  • Oracle Onsite Spares
  • 24/7 Proactive Support

When integrating Oracle Exadata Database into your Oracle environment, Oracle Advanced Customer Services provides services spanning the complete lifecycle from hardware installation and configuration to monitoring and support. With a dedicated support team, proactive guidance, and preventative services, we help maximize availability, reduce risk, and optimize performance of your Oracle Engineered Systems.

Preproduction Readiness Services

Preproduction Readiness Services for Oracle Exadata Delivered by Oracle Advanced Customer Services

Oracle Supportability Planning and Design Oracle analyzes your design configuration requirements and creates your deployment specification plans for implementing enterprise solutions.
Oracle Exadata Deployment Pack

Accelerate new workload deployment to Oracle Exadata Cloud at Customer providing key technical expertise and Oracle preferred practices.

Sample activities:

  • Workload design recommendations including VM cluster, users, instances (up to four clusters)
  • Preproduction readiness review and recommendations for monitoring of workloads, backup/restore, and migration methods
Oracle Standard System Installation

Comprehensive, standard system hardware installation, including site audit, installation and configuration planning documentation, and hardware, network, as well as operating system functionality validation and testing.

Also available are system expansion upgrade services: increasing the system capacity with in-rack expansion options for database and storage servers, multirack interconnect and Exadata reracking into customer supplied rack (full rack not available).

Software Configuration

Oracle Exadata Configuration Service. Oracle engineers cover all aspects of the required configuration and setup across engineered systems components: Exadata database servers, Exadata storage servers and software, Oracle VM where supported, shared storage, and patches. The software and communications are then tested.

Oracle engineers share knowledge to your IT operations staff that includes details of the product functionality, testing review, documentation review, and operational training.

All configuration settings are documented and delivered to a customer’s IT team during the post installation procedures.

Oracle Engineered Systems Upgrade Configuration Service. Oracle engineers cover all aspects of the required configuration and setup for individual engineered system components: Exadata database servers, Exadata storage servers, and Data Rebalancing.

Software Installation and Configuration

For external attached storage and management systems, Oracle installs new system software using Oracle recommended practices and tracks configuration changes. Provides complete testing, validation, and documentation.

Sample activities:

  • Oracle Exadata Rack Hardening
  • Oracle Enterprise Manager
  • Oracle ZFS Storage Appliance
  • Oracle Exadata Storage Expansion racks
Oracle Preproduction Readiness Review

Review supportability and readiness of your deployment approach, including review of your migration plan, backup plan, and test plans. Assist with setup of Oracle Configuration Manager and Oracle Support tools, such as Auto Service Request.

Oracle Go-Live Support

Oracle Technical Account Manager reviews go-live plan and conducts an operational readiness review. Support includes a focused review of business and project KPIs.

Oracle Advanced Support Knowledge Workshop

Technology knowledge session to provide you with tailored information on an Oracle product or technology. Planning future system deployments or review recommended practices for maximizing availability of existing systems.

Production Optimization Services

Production Optimization Services for Exadata Delivered by Oracle Advanced Customer Services

Oracle Configuration Review and Recommendations

Oracle analyzes your design configuration requirements and creates your deployment specification plans for implementing enterprise solutions.

Areas reviewed can include:

  • Oracle Exadata
  • Oracle ZFS Storage Appliance
Oracle Exadata Deployment Pack

This service is designed to help customers understand their current level of Oracle Exadata infrastructure security against Oracle recommended practices. Oracle Advanced Support Engineers will collect Oracle Linux Security related information via questionnaires, the openSCAP tool, and shell scripts run in the environment. The information is then analyzed, and reports are built based on Oracle’s recommended practices to achieve a more secure operational environment. The lead engineer writing the report will publish and review with the customer a detailed Report of Findings and Recommendations.

Oracle Patch Review and Installation Services

These services are designed to help customers understand if the baseline patches on their system are optimally configured to meet their performance and stability requirements. Oracle will analyze the current patch configuration for specific Oracle products used in the engineered systems running in a customer’s environment. Configuration and patch data are collected from the customer. Oracle reviews the data collected and makes patch recommendations based on Oracle’s recommended practices.

Oracle Performance Review and Recommendations

Oracle collects and analyzes server performance data to identify system load patterns and potential issues. Reviews key performance metrics, and documents and reviews findings and recommendations.

Areas reviewed can include:

  • Oracle Exadata
  • Oracle ZFS Storage Appliance
Tailored Assistance from an Oracle Advanced Support Engineer

Sample activities include performing application or database migrations, reconfiguration of Exadata, Exadata hardening activities, and virtualization configuration.

Monitoring and Support

Monitoring and Support Services for Engineered Systems Delivered by Oracle Advanced Customer Services

Oracle Engineered System Quarterly Patch Deployment Service

Delivers a proactive patch deployment process to ensure your Oracle Engineered Systems are optimally maintained once per quarter for one year. Oracle performs a high-level check of your system’s configuration profile to identify known configuration issues. Oracle support experts then generate a standardized report of findings based on Oracle’s recommended practices. Oracle implements the required updates every quarter in a unified and proactive manner across all system components.

Oracle Advanced Monitoring and Resolution

24/7 monitoring and resolution services to help maximize uptime of mission-critical environments, drive continuous system optimization, and increase the efficiency of your IT resources.

Oracle Solution Support Center

Delivers 24/7 dedicated hotline and immediate response. Oracle Technical Account Managers maintain extensive knowledge of your business and technical environment and deliver ongoing proactive advice, regular patch and performance reviews, and preventative services.

Business Critical Assistance

Advanced Support Engineers assist with production critical service requests and provide preventative advice that includes technical alerts, patch information, and release announcements, along with proactive advice about the use of Oracle support tools and procedural recommended practice.

Advanced Support Assistance

Technical Account Managers provide proactive guidance to ensure timely and accurate escalation of production-critical service requests.

Oracle Priority Support

Provides a Technical Account Manager who has knowledge of your IT environment, business, and timelines, and who proactively manages problem resolution and escalations. Includes priority service request handling from Oracle Support delivery teams for faster response and resolution times.

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