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SAM Executive Summary


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SAM Executive Summary

  1. 1. Support Account Management Executive Summary <First Name> <Last Name> <Title> <Email Address> <Phone> Insert Customer Logo here
  2. 2. Oracle Support Account Management - Executive Summary 2 Customers have told us they want a trusted advisor to proactively share best practices, help them to implement these best practices, and make recommendations to avoid risks. The Support Account Manager brings to the table not only their experience and insights with Oracle Support best practices, they also have access to lessons learned by other large, complex customers. Oracle realizes your solutions go through a dynamic lifecycle with many systems being at varying stages at any given point in time. We can help develop roadmaps for your solutions, ensuring that you are taking advantage of Oracle’s Lifetime Support Policy. We work to do this across your entire product footprint to ensure that your key business systems are operating as optimally as possible and that any operational risks are mitigated as quickly as possible. We strongly believe that this level of engagement and partnership will drive mutually beneficial results. As with all partnerships, we can’t succeed without your help… This executive summary will explore the role and goal of your Support Account Manager, the desired strategic relationship and some high-level Oracle Support best practices. Support Account Manager (SAM) Charter: Establish and maintain a strategic business relationship with our most important customers. GOAL: Maximize the value from the investment in Oracle solutions by enabling your key business objectives throughout an evolving lifecycle. THE SUPPORT ACCOUNT MANAGER (SAM) ROLE: An investment in your success! Oracle assigns a Support Account Manager to be your primary point-of-contact within the Customer Services organization. The Support Account Manager establishes and maintains key relationships within your IT and Business functions. As an advocate within Oracle, the Support Account Manager will work to align your business objectives with solutions from Oracle. By fully leveraging the breadth of capabilities within Oracle’s Services framework, customers can optimize their Oracle systems and drive ever more value for their organizations. The Support Account Manager provides proactive advice & guidance in addition to sharing best practices for implementing and supporting Oracle solutions. They leverage experiences gained from other Oracle clients around the globe, many of whom may be facing similar challenges. The SAM role covers a wide variety of topics and interactions as outlined below, but the primary goal is to orchestrate the Premier Support Services available to <CUSTOMER> and to improve and streamline <CUSTOMERS>’s engagement with Oracle Support. Provide Leadership across All Oracle Support Services  Act as virtual team leader for Oracle Support personnel operating within an account  Drive internal planning and coordinate resources  Collaborates proactively with our most strategic customers.  Drives customer success and satisfaction through regular customer interaction and coordination of services.  Provides guidance to mitigate risk and maximize the value of your investment in Oracle solutions.  Act as a ‘trusted advisor’, focused on <CUSTOMERS>’s success
  3. 3. Oracle Support Account Management - Executive Summary 3 Manage Support Relationships across the Entire Oracle Footprint  High-touch coverage  Define and execute support account plan based on customer’s goals and objectives  Ensure customer’s systems are stable and supportable; customer is current on latest updates, upgrades  Manage executive escalations and drive critical communications  Measure and review progress quarterly with customer Engage Proactively to Help Avoid Problems and Increase Business Value  Educate customers on how to fully leverage the Oracle Support portfolio  Accelerate adoption of proactive tools and processes  Advise and assist customers on adoption of best practices  Drive increased business results through better hardware and software utilization, productivity Desired outcome of my actions  Increased customer satisfaction with Oracle Customer Support Services, the Account Team, and the SAM role  Execution of the Support Account Plan in collaboration with the customer  Increased customer adoption of proactive support tools and processes STRATEGIC BUSINESS RELATIONSHIP Customer success is the primary focus of Oracle Customer Services. Oracle intends to continue to invest in the post-implementation services portfolio, as this is the place where we can have the greatest impact on customer cusses while maximizing Oracle shareholder return. To improve our strategic relationship and be recognized as a trusted advisor, the engagement of our Support Account Manager must be pro-active and provide recognizable value rather than the traditional “break/fix” engagements of most services organizations. The Support Account Manager will help you to realize greater value from your Oracle investments by increasing software utilization, improving supportability of solutions, and reducing the total-cost-of-ownership (TCO) across the entire product lifecycle. As you know, Oracle Customer Services is one of the largest, most comprehensive customer services organizations in the world with an unmatched global reach. Your Support Account Manager can facilitate effective communication with the right teams within Oracle to meet your needs. Your feedback on Oracle solutions drives the future direction of our products and services. The Support Account Manager will work with your teams to collect feedback and direct it to the appropriate team within Oracle. If you experience a mission critical issue requiring executive level escalation, your Support Account Manager will also work with your executive team to manage and accelerate a resolution.
  4. 4. Oracle Support Account Management - Executive Summary 4 Leadership We all demonstrate leadership by aspiring to the vision and drive for our organization. We promote teamwork and courage, and believe in accountability for our results. We are responsible for our employees, our colleagues, our organization, and our business. Customer Success Our customers’ success is our success. Our top commitment to the company is to ensure customer success. We enable our customers’ success through engaging, partnering and driving to achieve their desired outcomes. We listen to our customers, set appropriate expectations, and help them excel in their capability to prosper. Integrity We always conduct business with our colleagues and customers with the highest ethical standards, trust, and respect. We do what we say we are going to do and treat others with dignity and respect. We strive to support open communication, empowerment and trust. We continue to build a culture that understands what is acceptable and what is not. We will never compromise on the issue of integrity. Excellence We deliver exceptional and inspired results for the business both today and tomorrow. We contribute fully and make a difference, remaining agile and embracing innovation in an ever-changing market environment and continuously strive to work smarter to improve the performance of our businesses. TECHNICAL SUPPORT POLICIES The Oracle Technical Support Policies page provides access to all of Oracle's support policy documentation. This is the location where you can find the latest Support Terms and Support Level information. Oracle Software Technical Support Policies Oracle Hardware and Systems Support Policies Oracle Hardware Warranty Oracle Exadata Technical Support Policies
  5. 5. Oracle Support Account Management - Executive Summary 5 LIFETIME SUPPORT POLICIES Premier Support Delivers full system support for your Oracle hardware, operating systems and applications software with an upfront, minimum five-year support commitment that helps you plan and budget. Extended Support Offers an additional three years of support for select Oracle software and operating systems for an additional fee so you can effectively manage your upgrade strategy. Sustaining Support Provides investment protection with unlimited support for Oracle software and operating systems. Features include access to online support tools, knowledge base, pre-existing fixes, and assistance from Oracle technical support experts. SUBMITTING A WELL FORMED SERVICE REQUEST The process for opening up a Service Request is straight forward, but to ensure that it is assigned to the right support engineer it is important to follow some of these best practices. Incorrect information or product selection could delay assignment to the proper support team and engineer.  Provide a comprehensive description of the issue  Ensure that the business impact is described in detail  Diagnostic data is a vital element of your Service Request as it will help expedite analysis and diagnosis of critical errors  Verify that the Severity Level is set appropriately and accurately represents the business impact When logging your Service Request a best practice right up front is to provide as much detail as possible about your issue. Another best practice, when you are submitting your issue - include a statement that outlines the business impact of the issue. If you can include the financial impact of the issue and quantify that
  6. 6. Oracle Support Account Management - Executive Summary 6 impact it is extremely helpful should there be some question later in the course of the Service Request. This information particularly helps us drive the priority of the issue with Product Development. Let us know within which environment you are experiencing the problem. Is it Production? Development? Test? If you have encountered an error outline all message numbers and include the exact text. When you submit your Service Request, verify that the Severity Level was appropriately set and does represent the business impact of your issue. If this is not the case, then customers should immediately update the Service Request, letting the Support Engineer know that the Severity was not correctly targeted and needs to be changed. GUIDELINES TO MATCHING SEVERITY LEVEL TO BUSINESS IMPACT Severity Level Business Impact Technical Impact 1st Response Update Frequency Guidelines Resolution Time Severity Level 1 Mission Critical Business Impact < 1 Hour (Telephone Preferred) Continual Updates 24x7 Co-Owned Severity Level 2 Serious Business Impact Communication Preference Multiple Updates 24-48 Hrs. Co-Owned Severity Level 3 Minor Business Impact Communication Preference Updates 2-3 Business Days Co-Owned Severity Level 4 No Business Impact Communication Preference Updates 3-5 Business Days Co-Owned ESCALATION PROCESS If you have an issue regarding a Service Request and you feel that you aren't receiving the necessary attention, please feel free to use the following escalation process. An escalation is the process of bringing the customers issue to Oracle Support management’s attention. A Severity assignment is the process of ensuring that the severity level matches the customer’s business / technical impact. Severity increases and Sev1s are not escalations. Some customers have a misunderstanding that requesting a Severity 1 in their Service Request is the same as escalating the issue. This leads to quite a bit of frustration for our customers. They think that their issue is escalated, only to find that no movement has occurred. The issue with just updating the Service Request is that our Support Engineers work a queue of Service Requests and may not see your update in a timely manner. Updating the Service Request is just a first step in following the standard Escalation process.
  7. 7. Oracle Support Account Management - Executive Summary 7 Escalation Process Explained - A best practice in the escalation process begins with an update to the Service Request. Customers should include a statement that outlines the business impact of the issue.  Reason for escalation, including business impact of the problem that requires escalation  Business or implementation milestone, critical date(s) (milestone date or resolve by date), along with the type of business or implementation milestone  Name of the person requesting the escalation, contact information: phone number, pager, email address  Service Request Escalation Owner callback requested? (Yes or No) Call US: 800 223 1711 (Oracle) Request that you would like to speak to the Escalation Manager for your open Service Request. Customer Care will identify and notify the appropriate Escalation Manager for callback. During this discussion, you can communicate your concerns and the Escalation Manager will take necessary action. Do not hang up with an Escalation Manager until: 1. You know their name 2. Have their contact information 3. Have an agreed upon action plan DISCOVER more about Support Best Practices ACT Get Proactive Access best practices, capabilities, and tools available for your products by visiting the Get Proactive portfolio product pages at My Oracle Support (Article ID 432.1) STAY INFORMED with the Get Proactive Blog CONTACT the Get Proactive team today for help getting started Copyright © 2013, Oracle and/or its affiliates. All rights reserved. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. 0113