<Insert Picture Here>Advanced Customer Support ServicesAlexander BarkalovACS Sales manager
Source: Gartner Research & IT Process Institute                                                  2
Where ACS can support                        Challenges• Business continuity• Manage Complexity• Minimise Risks• Raise IT ...
About Oracle Advanced Customer Support Services            Mission Critical Support Services  • A global organization with...
ACS Portfolio                                                                            3 2           1. FIXED SCOPE     ...
ACS Portfolio: Annual Services                                            TIME &     FIXED SCOPE                          ...
Annual Services                     Tailor your                    solutions by                   choosing from           ...
Solution Support Center (SSC)                  • 24X7 Dedicated Hotline & Immediate     DEDICATED      Response           ...
Advanced Monitoring & Resolution                                                                         BENEFIT          ...
Advanced Monitoring & Resolution                                                                         BENEFIT          ...
ACS Portfolio: Fixed Scope Services2     FIXED SCOPE                                             TIME &                   ...
Fixed Scope Services                           Customers tailor their                       requirements by choosing from ...
Fixed Scope ServicesAdvanced Support Packs                                                                             BEN...
ACS Portfolio: Time & Materials Services                                   3                                         TIME ...
Time & Materials ServicesAdvanced Support Engineers                             Customers extend                          ...
Time & Materials ServicesAdvanced Support Engineers                                                                       ...
ACS Portfolio: Product Specific Offerings                                         TIME &FIXED SCOPE                       ...
Oracle Exadata Start-up Pack                          Advise & Plan           Design & Build               Deploy         ...
More Information• Contact your local ACS Sales Representative:Alexander Barkalov, +380503110960• Review the Advanced Custo...
20
Upcoming SlideShare
Loading in...5
×

Advanced Customer Support Services - Alexander Barkalov

939

Published on

Published in: Technology, Business
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
939
On Slideshare
0
From Embeds
0
Number of Embeds
0
Actions
Shares
0
Downloads
0
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide

Advanced Customer Support Services - Alexander Barkalov

  1. 1. <Insert Picture Here>Advanced Customer Support ServicesAlexander BarkalovACS Sales manager
  2. 2. Source: Gartner Research & IT Process Institute 2
  3. 3. Where ACS can support Challenges• Business continuity• Manage Complexity• Minimise Risks• Raise IT Efficiency• Reduce TCO• Maximize ROI 3
  4. 4. About Oracle Advanced Customer Support Services Mission Critical Support Services • A global organization within Customer Support Services, Companies who use providing tailored Mission Critical Support services to ACS Services maximize availability for customers with complex IT requirements • 94% of the “S&P Global 100” companies • 94% of the Dow Jones STOXX 50* • Advanced Support Packs combine unique Oracle Development & Advanced Support expertise with Oracle • 78% of the global Fortune 100 companies tools & best practices to accelerate ROI, optimize performance and improve reliability • 5 of the top 5 telecommunications companies • Advanced Support Engineers provide highly proactive & • 9 of the top 10 global banks preventive support with diagnostic and monitoring tools to anticipate, identify and remediate issues for all Oracle • 4 of the top 5 aerospace and defense mission critical systems companies • Strategic Support relationships focused on collaborative, long term partnerships* Europes leading blue-chip index for the Eurozone 4
  5. 5. ACS Portfolio 3 2 1. FIXED SCOPE 2. TIME & MATERIALS SERVICES SERVICES Install & Configuration Oracle Applications Engineer Configuration & Build Review Fusion Middleware Engineer Production Support Readiness Database Engineer Go-live Support Server Engineer Performance & Availability Review Storage Engineer Patch Review & Deployment Technical Account Manager Knowledge Transfer Sessions Advanced Support Delivery Manager 1 3. ANNUAL SERVICES Solution Support Center Advanced Monitoring & Resolution Business Critical Assistance Onsite Advanced Support Engineers Advanced Support Assistance Quarterly Patch Update Priority Service Complete Stack Coverage© 2011 Oracle Corporation – Proprietary and Confidential 5
  6. 6. ACS Portfolio: Annual Services TIME & FIXED SCOPE MATERIALS SERVICES SERVICES Install & Configuration Oracle Applications Engineer Configuration & Build Review Fusion Middleware Engineer Production Support Readiness Database Engineer Go-live Support Server Engineer Performance & Availability Review Storage Engineer Patch Review & Deployment Technical Account Manager Knowledge Transfer Sessions Advanced Support Delivery Manager1 ANNUAL SERVICES Solution Support Center Advanced Monitoring & Resolution Business Critical Assistance Onsite Advanced Support Engineers Advanced Support Assistance Quarterly Patch Deployment Priority Service Complete Stack Coverage 6
  7. 7. Annual Services Tailor your solutions by choosing from more than 50 service modules 7
  8. 8. Solution Support Center (SSC) • 24X7 Dedicated Hotline & Immediate DEDICATED Response • Intimate Knowledge of Customer Business SUPPORT & Environments BENEFIT TEAM • Onsite & Remote Support Engineers • Root Cause & Corrective Action Plans • Local / Onsite & Assigned to Customer Increase Availability ADVANCED SUPPORT • Customer Single Point of Contact for Support Issues DELIVERY • Escalation Management MANAGER • Proactive Support Reviews Improve Performance & Reliability PRIORITY • Faster Service Request response times SERVICE • Prioritization of Service Requests in Support work queue REQUEST • Escalations of Service Requests to Duty HANDLING Managers based on elapsed time Reduce Risk • Preventive advice delivered based on specific Customer Knowledge PREVENTIVE • Advanced Diagnostic Tools providing Reduce Operational Cost SERVICES Actionable Recommendations • Patching, Configuration & Product Use Guidance 8
  9. 9. Advanced Monitoring & Resolution BENEFIT • 24x7x365 monitoring of advanced telemetry by Oracle Advanced Support Engineers • Event filtering • Alerts when specific metrics exceed predefined ADVANCED thresholds Maximum Availability MONITORING • Reporting on event management, performance and availability • A single global knowledge base, tool set and Mission Critical portal • Response Time SLAs Optimize Performance & Reliability • 24x7x365 closed-loop incident resolution by Oracle Advanced Support Engineers • Root cause analysis and corrective action • Problem management Reduced Risk ADVANCED • Proactive analysis & preventive maintenance RESOLUTION • Patch reviews & recommendations • Performance and availability reporting • Storage & database provisioning • Response time SLAs Predictable Operational Costs 9
  10. 10. Advanced Monitoring & Resolution BENEFIT • 24x7x365 monitoring of advanced telemetry by Oracle Advanced Support Engineers • Event filtering • Alerts when specific metrics exceed predefined ADVANCED thresholds Maximum Availability MONITORING • Reporting on event management, performance and availability • A single global knowledge base, tool set and Mission Critical portal • Response Time SLAs Optimize Performance & Reliability • 24x7x365 closed-loop incident resolution by Oracle Advanced Support Engineers • Root cause analysis and corrective action • Problem management Reduced Risk ADVANCED • Proactive analysis & preventive maintenance RESOLUTION • Patch reviews & recommendations • Performance and availability reporting • Storage & database provisioning • Response time SLAs Predictable Operational Costs 10
  11. 11. ACS Portfolio: Fixed Scope Services2 FIXED SCOPE TIME & MATERIALS SERVICES SERVICES Install & Configuration Oracle Applications Engineer Configuration & Build Review Fusion Middleware Engineer Production Support Readiness Database Engineer Go-live Support Server Engineer Performance & Availability Review Storage Engineer Patch Review & Deployment Technical Account Manager Knowledge Transfer Sessions Advanced Support Delivery Manager ANNUAL SERVICES Solution Support Center Advanced Monitoring & Resolution Business Critical Assistance Onsite Advanced Support Engineers Advanced Support Assistance Quarterly Patch Deployment Priority Service Complete Stack Coverage 11
  12. 12. Fixed Scope Services Customers tailor their requirements by choosing from more than 20 fixed scope support packs 12
  13. 13. Fixed Scope ServicesAdvanced Support Packs BENEFIT • Comprehensive packaged services performed by Oracle Advanced Support Engineers • Accelerate deployment time using pre-tested „gold images‟ Accelerate Return on PRODUCTION • Reduce downstream system stability and READINESS reliability issues Investment • Delivered utilizing a unique combination of Oracle expertise, tools & best practices • Designed to compliment 3rd party implementers & Oracle partners Reduce Downstream Risk • Maximize availability through proactive & preventive maintenance packs • Keep current with Oracle recommendations Optimize Performance & PRODUCTION based on industry specific advice Reliability OPTIMIZATION • Reduce risk & change management delays by leveraging the best Oracle expertise available • Scalable and modular packs that can be tailored to business & operational needs Maximize Availability 13
  14. 14. ACS Portfolio: Time & Materials Services 3 TIME &FIXED SCOPE MATERIALS SERVICES SERVICES Install & Configuration Oracle Applications Engineer Configuration & Build Review Fusion Middleware Engineer Production Support Readiness Database Engineer Go-live Support Server Engineer Performance & Availability Review Storage Engineer Patch Review & Deployment Technical Account Manager Knowledge Transfer Sessions Advanced Support Delivery ManagerANNUAL SERVICES Solution Support Center Advanced Monitoring & Resolution Business Critical Assistance Onsite Advanced Support Engineers Advanced Support Assistance Quarterly Patch Deployment Priority Service Complete Stack Coverage 14
  15. 15. Time & Materials ServicesAdvanced Support Engineers Customers extend their operational capabilities with highly skilled & experienced Oracle Advanced Support Engineers 15
  16. 16. Time & Materials ServicesAdvanced Support Engineers BENEFIT • 4,000+ Advanced Support Engineers Reduce Risk • Working in 127 countries in 45 languages • Industry-specific expertise • Industry-leading customer satisfaction rates • Focused on pre-production readiness, go-live ADVANCED support & production optimization Streamline Support & SUPPORT • Experienced supporting large –scale, complex Operations ENGINEERS Oracle technology deployments • Deep relationships with Oracle Support & Development • Knowledge transfer & specialist guidance Optimize Performance & • Average 10+ years Oracle experience Reliability • Complete stack coverage Increase Return on Investment 16
  17. 17. ACS Portfolio: Product Specific Offerings TIME &FIXED SCOPE MATERIALS SERVICES SERVICES Install & Configuration Oracle Applications Engineer Configuration & Build Review Fusion Middleware Engineer Production Support Readiness Database Engineer Go-live Support Server Engineer Performance & Availability Review Storage Engineer Patch Review & Deployment Technical Account Manager Knowledge Transfer Sessions Advanced Support Delivery ManagerANNUAL SERVICES Solution Support Center Advanced Monitoring & Resolution Business Critical Assistance Onsite Advanced Support Engineers Advanced Support Assistance Quarterly Patch Deployment Priority Service Complete Stack Coverage 17
  18. 18. Oracle Exadata Start-up Pack Advise & Plan Design & Build Deploy Support Manage Advisory Services Production Support Readiness Installation and Quarterly Patch Customer Manages Configuration Services Deployment Service Implementation Services Education Services Oracle Premier Support Solution Support Center Advanced Monitoring and ResolutionManages Oracle Advisory Services On Demand Included in Start-up Pack 18
  19. 19. More Information• Contact your local ACS Sales Representative:Alexander Barkalov, +380503110960• Review the Advanced Customer Support Services Website: oracle.com/ACS• Email alexander.barkalov@oracle.com with any questions 19
  20. 20. 20

×