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Go with an industry-leader. Oracle’s Platinum-level Support Services provide enhanced support to help increase performance—at no extra cost.
Our complimentary Platinum-level Support Service aim to be the standard of excellence in the industry. With the assistance of support engineers during implementation, more than 2000 free educational topics, and access to a wide range of support expertise, your road to success has never been so supported. Our goal is to help you gain value faster—by providing support for a seamless adoption of Oracle SaaS products.
Oracle’s Platinum-level Support Services are designed specifically for Oracle’s SaaS customers and is included with every SaaS subscription at no additional charge. You can benefit from enhanced tools and processes specifically designed to cater to today’s results-oriented cloud customers.
Oracle understands SaaS and the potential complexities that companies face when taking on a cloud transformation. We are with you throughout your journey, with the insight to drive the right actions, and the tools to help you maximize effectiveness. Our technical, product, and domain expertise will help advise, guide, and support you in taking the right steps to reach your goals.
Using Oracle's Support Portal, you may ask technical and non-technical questions, and search the extensive knowledge base for best practices, common questions and issue resolutions, training and more.
Oracle's SaaS Support Services provide you with the tools you need for a successful cloud partnership. We've added a live chat channel, specialized implementation support teams, a more comprehensive service request dashboard, and proactive service request monitoring—all focused on your personal cloud journey. Customers who have purchased our Oracle Service Cloud and Field Service products receive all of these Platinum-level Support Services benefits delivered via the Oracle Service Cloud Support site.
Use instant messaging to communicate with us. This feature allows Oracle SaaS Support Services engineers to chat with your primary or alternate contacts for a service request, who play an important role in the service request resolution process. Using chat helps improve the Oracle SaaS Support Services experience and helps to decrease resolution times by answering questions, providing status updates, and offering troubleshooting assistance to help resolve open service requests quickly.
We understand that implementation is a critical time. Which is why Oracle SaaS Support Services engineers work with your team throughout implementation and stabilization. All service requests during implementation will be directly routed to your implementation team within your chosen time zone. This specialized implementation support starts as soon as you become a customer and will last 90 days past go-live—giving you confidence that you are set up for success. Oracle is committed to providing proper support through this process to help ensure that our customers can reach project milestones on time.
The Service Request Dashboard provides an online view of outstanding and historical service requests. Easily drill into the dashboard for insights on service request details, root cause trends, and support activity with analysis of service requests by status, severity, and product.
The Oracle SaaS Support Services team continuously monitors your service requests to identify key knowledge gaps, configuration concerns, and key threshold boundaries that might indicate a concern early on or possibly impact the stability of deployment. This proactive intervention helps prevent escalations and help resolve issues before they become critical. Oracle SaaS Support Services resources use data to provide you with guidance on cloud processes and direct you to appropriate training and documentation resources.
Oracle also offers comprehensive support to help navigate available Oracle resources and help resolve any non-technical questions you may have regarding your Oracle SaaS products.
The Oracle Support Portal is also a great place to get answers to your non-technical questions for things like account administration, training, best practices, or other questions you may have regarding your Oracle Platinum-level Support Services. Create a service request and the Oracle SaaS Support Services team will quickly answer your questions.
Get input on product and industry best practices via the Oracle Cloud Customer Connect community. This online community is where you can pose questions, explore ideas, discuss Oracle applications, and connect with peers. You can also view our calendar for announcements and upcoming events, participate in industry-specific discussion forums and idea labs, and receive notifications of release updates, upgrades, and new product functionalities. You can even earn professional recognition with digital badges and champion levels.
Education is another key element to your cloud success. Oracle SaaS Support Services include access to Oracle LaunchPad, a free online education portal that offers product training as well as in-app guided learning.
Oracle LaunchPad is a quick and easy way to start learning about your cloud applications. It provides essential training and best practice content in a premiere, around-the-clock digital learning experience. This modern, easy-to-navigate portal empowers teams to build true organizational capability from the start with more than 2,000 training topics for end users, implementers, and administrators. Access continuous education across the Oracle SaaS portfolio with the ability to practice learned skills, earn badges and points, and demonstrate skill progression.
The Guided Learning Starter Packis embedded directly in the Oracle SaaS application and offers real-time, in-context assistance with cloud applications—allowing you to start training right away. To expand the embedded learning experience, Oracle also offers a customized, fee-based guided learning solution beyond what is provided. This solution is only available in Oracle HCM Cloud, Oracle Talent Management, Oracle Sales Cloud, Oracle Financials Cloud, and Oracle Procurement.