Get Ahead. Stay Ahead.

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Table of Contents

Introduction to Oracle Premier Support 3

Chapter 1 - A More Proactive Approach 5

Chapter 2 - Continuous Access to Innovation 7

Chapter 3 - Oracle Platinum Services 9

Chapter 4 - Helping You Win 11

Resources 13

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When selecting the hardware, software and cloud services to run your business, it's important to consider the ongoing support and evolution of that IT solution. At Oracle, we believe that complete support is an essential element of customer success and a critical enabler of high system availability, operational efficiency, and continuous business innovation.

Our unique approach helps you get ahead by providing consistent, enterprise-class support across all Oracle hardware and software products and a single point of accountability spanning on-premise and cloud-based solutions. Our unparalleled investment in R&D helps you stay ahead through ongoing enhancements.

Oracle Premier Support represents the industry's most comprehensive standard support package. No hidden costs. Just everything you need to gain full advantage from your Oracle products.

Delivering Award-Winning Service

Oracle sets the stage for great service through product design. Oracle engineers products for extreme fault tolerance, manageability, and supportability – a benefit compounded when "running Oracle on Oracle".

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In 2012, Oracle was recognized by the Technology Services Industry Association for excellence in customer commitment. Oracle's long track record of peer-review awards is second-to-none among IT providers.

See Awards List

Ensuring a Superior Customer Experience

We understand the strategic nature of your IT investments. That's why we've built a global support organization of more than 18,000 people- an organization that was already the world's largest enterprise software support team before adding thousands more systems and software experts in recent years. When you contact Oracle for help you work directly with an Oracle product expert, not someone in an outsourced call center.

Support and onsite hardware service are available 24/7 – standard. Our support engineers are backed by heavy investment in diagnostic technologies, knowledge tools, and training. Their deep focus on Oracle products is matched only by Oracle Support's broad and effective cooperation with other IT vendors through its leadership in the Technical Support Alliance Network.

Zebra Technologies leverages Oracle Premier Support to reduce costs and drive business innovation.

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It's critical that organizations innovate while also achieving service levels, maintaining security, reducing cost, and maximizing the value of existing investments. Providing a more proactive approach to support is an important part of Oracle's strategy to address these challenges.

As an Oracle Premier Support customer, your organization has access to a wealth of advanced support tools, community resources, and Oracle best practices. Unlike other vendors that view preventive services as outside the scope of "standard support", Oracle continues to push the boundaries and lead technology innovation in this key area.

IDC analyst Elaina Stergiades presents findings from the IDC white paper Business Value of Proactive Support Services.

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Sharing Best Practices

My Oracle Support, Oracle's unified online support application provides a single source of support resources and software updates. Now Oracle's unique "Get Proactive!" initiative helps your organization understand and implement best practices based on the available tools. Recommendations are available for all major Oracle products to aid in prevention, resolution, and upgrading.

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Prevent: Optimizing Product Health and Performance

Oracle Configuration Manager is available at no additional cost through Oracle Premier Support and enables a range of benefits, including software health checks and recommendations.

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Resolve: Rapid Issue Identification and Resolution

Oracle Auto Service Request is just one great example of the tools and resources available through Oracle Premier Support that can minimize operating cost and risk.

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Upgrade: Fast, Cost-Effective Upgrades

Oracle Upgrade Advisors provide a step-by-step guide through every phase of the upgrade lifecycle for specific software upgrade paths—a valuable part of standard Oracle Premier Support coverage.

Watch Demo

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Regardless of the industry you're in, change is a fact of life. Through Oracle Premier Support, you receive the ongoing software updates and enhancements you need to stay competitive. As technology continues to be a primary driver of business efficiency and differentiation, Oracle delivers the products and services you need to be successful.

In the past decade, Oracle has invested more than $25B in technology development. Oracle plans to increase R&D investment again this year.

Whether you're running Oracle applications, databases, middleware, systems, or the complete Oracle stack, you can expect continuous access to innovation. Where others charge separate license fees, Oracle Premier Support includes major new software releases in addition to updates.

Oracle Applications customers upgrade to latest releases to maximize business value. Recent innovations in Oracle databases, middleware, and systems software are also driving a new wave of upgrades.

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Next-Generation Technologies

While delivering valuable software updates and new releases for existing technologies and applications, Oracle has also introduced the next generation of Oracle products. What's more, Oracle's unique Lifetime Support Policy means you can upgrade on your schedule.

Oracle Exadata: Extreme Performance

Watch customers discuss benefits of Oracle Exadata. Through Oracle Premier Support, Oracle Database customers can harness the ever-increasing capabilities of Oracle Database and Oracle Exadata.

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Oracle Fusion Applications: The New Standard for Business

Current Oracle Applications customers can migrate in a modular fashion with code and assistance provided by Oracle Support. The code runs, unmodified, on-premise or in the cloud.

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Oracle Cloud: The Enterprise Cloud

Oracle Cloud offers powerful, easy-to-access application, platform, and infrastructure services. Oracle provides a single point of accountability for your on-premise and cloud-based solutions, and support is managed centrally through My Oracle Support.

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Oracle Premier Support, already the industry's most complete and integrated standard support package, just got better. Available at no additional cost to Oracle Premier Support customers that maintain certified configurations of Oracle engineered systems, Oracle Platinum Services provides proactive patch deployment services, 24/7 fault monitoring, and stunningly fast service response times. When hardware and software are engineered to work together, amazing things happen.

Launch Highlights: Mark Hurd Announces Oracle Platinum Services

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Now when you choose the extreme performance of an Oracle Exadata Database Machine, Oracle Exalogic Elastic Cloud, or Oracle SPARC SuperCluster T4-4, you can also gain access to extreme support. Oracle's remote service delivery, pre-integration, and built-in fault tolerance enable Oracle to deliver these highly valuable services globally at no additional cost.

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How It Works

Oracle leverages time-tested, patented gateway technology and a comprehensive set of ISO 27001 and SAS70 security processes to provide an enterprise-class service to our customers. Issue resolution is accelerated by 24/7 monitoring, 5-minute fault notification, and 15-minute restoration or escalation to development. Four times per year, Oracle works with your staff to create a patch plan and then deploys the update.

Tour Oracle Platinum Services Centers of Excellence which provide worldwide monitoring and patching services.

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Transplace, a leading North American logistics provider and Exadata user takes advantage of Oracle Platinum Services in their IT environment.

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KPN, a large European telecommunications company views great vendor support as essential and finds early benefit in Oracle Platinum Services

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With more than 390,000 customers—including 100 of the Fortune 100—Oracle is proud to work with many of the world's leading companies and most forward-thinking public sector organizations. Our objective is to help you win—today, tomorrow, and in the years to come. Oracle Premier Support is ideally suited to this goal—providing essential, enterprise-class support and unparalleled innovation through complete and integrated services for Oracle systems and software.

Oracle Premier Support helps Queensland Brain Institute create, dream, and grow.

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In addition to delivering product innovation, Oracle drives ongoing improvements in customer support based on your input. Oracle Platinum Services are a prime example, but it doesn't stop there. Oracle has recently introduced other valuable enhancements including the integration of My Oracle Support with Oracle Enterprise Manager and the subsequent Oracle Enterprise Manager Ops Center Everywhere Program, which provides powerful systems management software for no additional cost to Oracle Premier Support for Systems customers. This integration bridges the gap between online insight and onsite action.

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We've invested in a new, more user-friendly My Oracle Support user interface, simplified the service request process, and introduced My Oracle Support Mobile for 24/7, on-the-go access. We've even integrated My Oracle Support with Oracle Cloud so that your organization has a centralized point of support for both on-premise and in-cloud Oracle solutions. It's all part of our commitment to tackle challenges with technology rather than billable hours, and to remove complexity so you can focus on your business.

My Oracle Support: Year of Innovation

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When IT works, innovation happens: How Oracle's unique approach can help you simplify IT for superior results.

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Oracle provides best-in-class technologies at every layer of the IT stack and complete, integrated solutions. Oracle and our worldwide community of more than 21,000 partners stand ready to help you get up and running quickly. From there, Oracle Premier Support helps you get ahead and, more importantly, stay ahead.

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Resources

Videos

Customer Videos

Demos

Data Sheets

Websites