2. Using Advanced Customer Support to close deals & increase customer satisfaction
Stephen Turner
Global Channels Development Director
Advanced Customer Support
September, 2014
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Oracle Confidential – Internal

3. Oracle Confidential – Internal

4. Program Agenda for Advanced Customer Support1
Who we are? What we offer How you can take advantage Engagement Models How do I engage 2 3 4 5
Oracle Confidential – Internal

5. Oracle Advanced Customer Support (ACS) delivers personalized and proactive mission-critical support for organizations seeking to maximize the availability, performance, and value of their Oracle solutions

6. About Oracle Advanced Customer Support
We Operate Globally as part of Oracle Customer Support Services
We Bring Expertise and Experience across the Complete Oracle Stack
ACS Works Closely with Oracle Development to Enhance Supportability
Our #1 Focus is Customer Success #1

7. Oracle Advanced Customer Support: Our Customers
84%
Global 50 Governments by GDP
Global Fortune 100 Companies
82%
5 of top 5
Telecommunications Companies
Banks
4 of top 5
4 of top 5
High Tech Companies
Aerospace and Defense Companies
5 of top 5
ACS works with 4,000+ public and private sector organizations
5 of top 5
Auto Companies

8. 50%
The average hourly cost of downtime increased by over half in the last decade as technology became even more central to running key business functions

9. 50%
CIOs plan to increase use of service providers by 50% over the next 3-5 years to reduce operating costs and focus limited staff on innovation

10. Oracle Advanced Customer Support What We Help You Achieve
MAXIMUM AVAILABILITY
MAXIMUM PERFORMANCE & VALUE

11. Supportability at Every Step of Your Lifecycle
Plan &
Design
Build &
Deploy
Support &
Maintain
Optimize &
Modernize

12. Oracle Advanced Customer Support Offerings
Oracle Systems Optimization Support
Oracle Advanced Support Cloud Services
Oracle Solution Support Center
Oracle Priority Support
Oracle On-Site Support 1 2 3 4 5
Personalized and Proactive Support from a Named Team of Oracle Engineers
Priority Service Request Handling for Your Most Critical Oracle Solutions
Advanced Support Engineers at Your Site to Provide Immediate Assistance
Start-up, Go-live, Tuning, Hardware and Software Changes, and More
Connectivity Enables a Wide Range of Engineered Support Offerings

13. Oracle Advanced Customer Support Experts
ACS engineers and technical account managers pair deep knowledge of Oracle products with an intimate understanding of your environment and objectives to deliver truly personalized support
2,600+ delivery professionals with an average 15+ years Oracle experience
Extensive ongoing training
Consistently high customer satisfaction

14. “There is no question that automated remote support services can bring real, significant benefits to the modern datacenter. IDC strongly recommends that any IT organization with access to automated remote support consider immediate implementation, working with support providers...”
Rise of the Machines, IDC 2014

15. Oracle Advanced Support Cloud
Oracle Advanced Support Cloud enables delivery of a range of cloud services which leverage known best practices, automation, and our global Centers of Excellence to help you maintain, support, and manage Oracle products
900+ connected customers
Instantly accessible from anywhere
Large and growing portfolio of services
Best Practices
__________________
Automation
__________________
Centers of Excellence

16. Going to Market with Partners
Reselling Partners (VAD / VAR)
Services at Point of Sale
Fixed Discounts
Simplified quoting & booking
Focus on ACS Resell portfolio attach
Leverage Oracle Partner Store to add installation services to HW/SW orders
System Integrators (SI) VARS
Packaged, fixed price & custom T&M
Support of SW & HW infrastructure projects
ACS Sales Region Driven
Leverage ACS Global Order Desk and ACS Sales Rep.
Oracle Confidential – Restricted

17. ACS Partner Engagement
Selling at Point of Systems Sale (POS)
Point Services and Solutions
Large IT Projects and Implementations
Optimization & Readiness Services ordered online via the Oracle Partner Store (OPS)
Dedicated Global Order Desk for end-to-end Service Deal Management
Sales and Presales Engagement for complex Oracle Engagements
© 2012 Oracle Corporation – Proprietary and Confidential

18. Open Market Model (OMM)
Oracle's Open Market Model (OMM) is a global registration program that rewards partners for registering transactions with Oracle
Benefits to Partners Include:
Approved registrations become visible to Oracle sales organization
Compensation or acknowledgement for bringing business to Oracle
Partners who register leads that are closed within 6 months time receive a 5% commission on the deal with a maximum cap of $25,000
More information on the details of the OMM model can be found
Oracle Confidential – Restricted

19. Summary: What is in it for partners?
Enable partners to sell a solution across the Oracle stack
Supplemental services that enhance the partner’s own service offerings & delivery capability
Project schedules that are kept on track & on budget
Assigned delivery team who understands your client’s business and technology requirements
Enhanced capability for partners to deliver new Oracle technologies
Increased Cooperation & Customer Satisfaction
Increased partner revenue and margin

20. oracle.com/partners/goto/acs
For More Information
oracle.com/partners/goto/acs

21. Oracle Confidential – Internal

23. Appendix

24. ACS Seamlessly Builds Upon Oracle Premier Support
Oracle Advanced Customer Support 1
Enterprise-Class Technical Support 1
The Fastest Problem Resolution
24/7 Support
24/7 Hardware Service
Assigned Support Team and Priority Service Response
24/7 Remote Monitoring and Resolution 2
Self-Service Proactive Support Tools 2
Personalized Proactive Support
My Oracle Support
Oracle Configuration Manager, Health Checks and other Tools
Reviews/Assessments Delivered by ACS Experts
Outages Mitigated or Prevented via Early and Predictive Detection 3
Software Updates and Update Resources 3
Deployment of Updates & New Products
Fixes, Security Updates, Enhancements, New Releases
Documentation, Upgrade Advisors, Communities
Provisioning, Patching, Upgrades, Tuning, Consolidation Planning, Migrations, and more
New Systems: Readiness, Startup and Go-live

25. ACS Seamlessly Extends the Value of Platinum Services
Oracle Platinum Services
Oracle Advanced Customer Support 1
24/7 Fault Monitoring 1
Advanced Monitoring and Resolution
Event Filtering and Qualification
Event Reporting and Visibility through Online
Proactive and Predictive Monitoring & Resolution to Complement Platinum Services Fault Monitoring
End User Performance Monitoring 2
Accelerated Support Response 2
Solution Support Center
5-minute Fault Notification
15-minute Restoration or Escalation to Development
Named Advanced Support Team and Technical Account Manager Become Expert in Environment
Regular Reviews, Guidance, Personalized Support 3
System Patching (Up to 4 Times Per Year) 3
Additional Patching and Other Services
Patch Planning
Patch Deployment
Out-of-cycle or Out-of-scope Patching
Engineered Systems and Platinum Services Readiness, Startup and Go-live

26. Oracle Solution Support Center A New Level of Personalized and Proactive Support An Assigned Oracle Support Team Delivers Mission-Critical Support
WHO
WHAT
WHY
Customers who require specialized, personalized support
For the most critical business applications and systems
Named team with expertise in the customer’s unique environment & business impact
Proactive use of tools and IP to avoid downtime, and rapidly resolve issues
Focused on the customer’s most critical business functions
Improve availability and performance

27. Oracle Priority Support Rapid Response and Resolution Priority Service Request Handling for Your Most Critical Oracle Solutions
WHO
WHAT
WHY
Customers who require prioritized support for their most critical systems
Customers who require greater urgency in response to their SR’s
SRs prioritized higher in Premier Support Queues
Access to a named TAM
Webcasts and exclusive discussions with Oracle Product Managers related to new technologies
Faster resolution of SRs related to critical systems and projects
Access to a named Oracle Support professional who is an advocate and can be called upon in critical situations

28. On-Site Support The Support You Need, When and Where You Need It Hands-on Support from Oracle Experts Embedded Directly in Your Team
WHO
WHAT
WHY
Customers who require embedded Oracle support experts working directly with their IT staff
Scenarios where remote delivery is not an option, or
Remote services need to be augmented with on-site assistance
Ultimate personalized support delivered by on-site support experts embedded at key customer location(s)
Oracle solutions, knowledge transfer, & leadership for diverse, complex technical challenges
Customer’s IT team gains direct real-time access to on- site Oracle experts
Customer benefits from best- practices, timely advice & guidance, hands-on assistance, and knowledge transfer

29. Oracle Systems Optimization Support Gain Full Value from Your Oracle Solution – Right from the Start Startup, Go-live, Tuning, Critical System Changes and more
WHO
WHAT
WHY
Customers who need assistance with provisioning & deployment of hardware, software, infrastructure, and key data center events
Packaged support solutions specifically geared to systems & data center customers
Offerings span from installation & startup, to system reviews & upgrades, and data center relocation
Provides customers with a proven blueprint for deployment, maintenance, and availability
Reduces customer risk and accelerates ROI

30. Oracle Advanced Support Cloud Services Your Connection to Success Secure, Personalized, Engineered Support
WHO
WHAT
WHY
Customers who have adopted a cloud model, lights-out data center, and/or capable of accepting engineered support connected to a service cloud
Customers who seek continuous access to Oracle’s “always on” expertise
Enables secure connectivity to a rich suite of engineered support capabilities optimized for Oracle technologies
Continuous detection, prevention, correction, and oversight of critical events
Provisioning, consolidation, remote patching, etc.
Foundational platform for innovation
Provides the highest level of engineered support to deliver system availability & reliability
Direct access to Oracle experts from any location in the world
Outages are mitigated or prevented via early & predictive detection