Gone are the days when services’ role for SaaS was to simply sell subscriptions, manage bundled offerings, and hope that customers adopt cloud. Today, forward-thinking companies offer more—much more. We are introducing Oracle SaaS Support Services, a comprehensive set of support services that includes technical support, customer success planning, education, implementation resources, and business and technical expertise that span the lifecycle of a customer’s Oracle Applications use. This platinum-level of service will be provided to SaaS service subscribers at no additional charge, along with access to a digital customer success portal.
And for customers who need a deeper level of support, we’re offering Oracle Advanced Services, delivered by product, domain, and industry experts, which enable SaaS customers to design and choose tailored offerings best-suited to their business.
Get ready for a new standard in Oracle SaaS Support Services.
|Phone support and live chat||No additional charge|
|Severity 1 = 15 minutes, with 24/7 coverage||No additional charge|
|Response SLAs (business hours):
Severity 1 = 15 minutes
Severity 2 = 2 hours
Severity 3 = 3 hours
Severity 4 = 8 hours
|No additional charge|
|Specialized implementation support||No additional charge|
|Proactive SR health monitoring||No additional charge|
|Access to business help via live chat||No additional charge|
|Success planning||No additional charge|
|Proactive account monitoring and communication||No additional charge|
|On-demand 24/7 digital training||No additional charge|
|Guided learning starter pack||No additional charge|
|Cloud Quick Start—Live Events
(Virtual 1/2 day, instructor-led product overview)
|No additional charge|
|* Included with a SaaS subscription|
“Vendors should offer services that I can tailor to exactly what I need to succeed—rather than only provide preset options. My time is limited, and I can’t afford to spend it on noncritical tasks. Both the services and the service selection process for the SaaS apps I use need to be efficient and flexible.”
“We have a good relationship with Oracle and get a lot of value out of Oracle SaaS solutions. We have more than 100 users of Oracle tools and having a single location for relevant information and free education resources will allow us to use these tools in a more effective, productive, and successful way.”
“I love that training will be free. We’re not utilizing the full functionality of Oracle Service Cloud and having training opportunities available to help administer the system will benefit both Texas A&M University and Oracle. If we’re utilizing the product to its full functionality, we’ll be more satisfied and feel more confident that we’re getting a good return on our investment.”
“We have a solid customer support and training model in place with our Oracle CSM during US business hours. But for my counterparts in other countries, sometimes there might be a delay due to time zones or language barrier challenges. Having a centralized location for “always-on” customer support and training for them to utilize outside of non-US business hours is fantastic. Equally as exciting is the possibility for those users to have the ability to engage with Oracle Social Cloud users in their own countries and languages not just for support, but also to brainstorm and swap ideas on what’s worked or not worked for them.”
Safe Harbor Statement
The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.