The document discusses Oracle's Advanced Customer Support Services (ACS) portfolio. ACS provides tailored mission critical support services to maximize availability for customers with complex IT requirements. Their services include fixed scope services like installation and configuration assistance as well as annual services like an Advanced Monitoring and Resolution program and a Solution Support Center for 24/7 dedicated support. ACS aims to help customers increase availability, improve performance and reliability, reduce risks, and lower operational costs.

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Advanced Customer Support Services
Alexander Barkalov
ACS Sales manager

2. Source: Gartner Research & IT Process Institute
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3. Where ACS can support
Challenges
• Business continuity
• Manage Complexity
• Minimise Risks
• Raise IT Efficiency
• Reduce TCO
• Maximize ROI
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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
* Europe's leading blue-chip index for the Eurozone 4

5. ACS Portfolio
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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. 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 Manager
1
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
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7. Annual Services
Tailor your
solutions by
choosing from
more than 50
service modules
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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
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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
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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
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11. ACS Portfolio: Fixed Scope Services
2 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
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12. Fixed Scope Services
Customers tailor their
requirements by choosing from
more than 20 fixed scope
support packs
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13. Fixed Scope Services
Advanced 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
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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 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
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15. Time & Materials Services
Advanced Support Engineers
Customers extend
their operational
capabilities with
highly skilled &
experienced Oracle
Advanced Support
Engineers
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16. Time & Materials Services
Advanced 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
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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 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
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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 Resolution
Manages
Oracle
Advisory Services On Demand
Included in Start-up Pack 18

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
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