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The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Oracle Support OPN Partners

March 30, 2017

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• Rob Thonen

• Senior Director Partner Success Management

• Oracle Customer Support Services

• Middle East and Africa

Introducing myself

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Agenda

Value of Oracle Premier Support

Proactive Support Tools

Adoption Status At strategic Accounts (MEA survey)

Requesting Management Attention to a Service Request

Support Accreditation

Take Aways and Q&A

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2

3

4

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Confidential – Oracle Internal/Restricted/Highly Restricted 6

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Mission Critical Systems High Availability:

Downtime for our partners and end users is not an option.

How can we help minimize downtime risk and maintain high system availability?

Our customers want maximum value from Oracle Premier Support:

How can we ensure our customers that they are receiving high quality, expert assistance for their software and systems technology? And how can we help best?

My Oracle Support (MOS) Information needs of our customers:

How can we increase awareness, train, and use available information related to Oracle Support Knowledge materials and tools to better service our end customers?

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What we hear from our Partners


24/7 one-stop support

Upgrades to new versions

Security updates (CPUs)

Lifetime support

Bug-fixes, new features and functionality

Tax and regulatory updates

My Oracle Support (MOS)

Proactive Tools

Accreditation

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Value of Oracle Support – all included at no additional cost


Proactive Support Tools GET PROACTIVE!

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What is Get Proactive! all about?

Avoid the unexpected. GET PROACTIVE!

Prevent is about staying healthy, detecting and solving issues before they have an impact on your software and systems

Resolve is about detection capabilities and diagnostic tools to help you implement the right corrective actions

Upgrade is about doing it right the very first time, ultimately creating a streamlined, reliable, and repeatable process


Unlocking the Value of Support

Confidential – Oracle Internal/Restricted/Highly Restricted 11


Get Proactive! Portfolio

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Dramatically streamlined upgrades

• Product Certifications

• Upgrade Advisors and Planner

• Patch Planner

• Inventory Report

• Lifecycle Advisors

• Platinum Services

Up to 40% faster resolution

• Diagnostic Tools

• Troubleshooting Tools

• My Oracle Support Community

• Service Request Management

• Knowledge Base

• Product Information Centers

• Systems Auto Service Request

Up to 25% fewer problems

• Maintenance Advisors

• Proactive Alerts

• Configuration Management

• Advisor Webcasts

• Health Checks & Recommendations

• Lifetime Support

• Systems Proactive Assistance Center

• Accreditation

Prevent Resolve Upgrade


• 20 enterprise customers in Middle East and Africa

• Interviews with scores on questions per category related to adoption of Proactive

• Highest score found

• Lowest score found

• Average score

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Survey – end 2016


•More than 50% of Service Requests logged by all customers can be solved by searching the Knowledge Base and accessing existing articles that contain a fix

•Advisor Webcasts share best practices, troubleshooting guidance, release information designed to help you better utilize Oracle's support tools and procedures

• Oracle Support Community is a multi-channel interactive community of Oracle experts and industry peers where you can post questions and find answers fast.

Knowledge Management

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Adoption: helps attain quicker resolution time



Confidential – Oracle Internal/Restricted/Highly Restricted

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34

63

15

14

23

65

65

87

0 10 20 30 40 50 60 70 80 90 100

Online support Community

Advisor Webcasts

Knowledge Base

Average Adoption %

Pro

Act

ive

Se

rvic

e


Max

Min

Average


Configuration Management

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Better insight: more robust environment

• Configuration Management centralizes configuration information based on your Oracle technology stack for use in automating prevention, resolution, and/or Upgrade related activities.

• Health Check capabilities : rules are run against your collection to detect any known issues or risks

• Configure Proactive Alerts email notifications to receive targeted alerts for your products that includes Critical Patch Updates or when critical product and/or security issues.

• Oracle Remote Diagnostics Agent provides a suite of data collection and diagnostic scripts that aid in the analysis and support of Oracle products.



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44

47

53

11

14

20

11

54

80

85

80

0 10 20 30 40 50 60 70 80 90

Configuration management

Healthchecks

ProActive Alerts

Diagnostic Agent

Average Adoption %

Pro

Act

ive

Se

rvic

e


Max

Min

Average


Service Request Management

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Customers have the privilege to gain the right management attention to their Service Request up to Product VP level by escalating effectively using the process defined in Service Request management.

• Work effectively with Oracle Support leveraging the processes in Service Request Management for expedited Service Request resolution and proven escalation path.

• Personalized dashboard helps customize My Oracle Support interface filtered to reflect areas of your interest. Focused attention tailored to your environment enhances operational excellence.



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63

12

15

65

83

0 10 20 30 40 50 60 70 80 90

Personlised Dashboard

SR Management

Average Adoption %

Pro

Act

ive

Se

rvic

e


Max

Min

Average


Systems Management

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mitigate problems where possible and recover quickly from issues should a Hardware fault occur.

• Proactive Analysis Center (PAC) is a single, holistic system health reporting solution for proactive and reactive services accessible through the My Oracle Support portal.

• Auto Service Request enable your systems to automatically notify Oracle Support and open a prioritized service request on your behalf when specific hardware faults on qualified systems are detected.

• Oracle Platinum Services further enhances the availability and performance of Oracle engineered systems with 24/7 remote fault monitoring, industry-leading response times and patch deployment services.


Systems Management

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60

63

14

16

30

62

87

80

0 10 20 30 40 50 60 70 80 90 100

Systems Pro Act Asst Centre

ASR

Platinum

Average Adoption %

Pro

Act

ive

Se

rvic

e

Systems Management

Max

Min

Average


Life Cycle Management

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Customers adopting these services are empowered in their mission to maintain currency of their Products

• Patch & Updates feature helps to quickly identify recommended patches for your product or products in your product stack that you use together.

• Products certifications is a combination of Oracle and third-party products and operating systems that Oracle has tested and should work together.

• Upgrade & Lifecycle advisors are specially crafted documents with step-by-step paths to perform an upgrade effectively.


Life Cycle Management

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38

53

60

14

14

15

14

75

80

81

89

0 10 20 30 40 50 60 70 80 90 100

Upgrade Advisors

Lifecycle Advisors

Product Certifications

Patches & Updates

Average Adoption %

Pro

Act

ive

Se

rvic

e

Lifecycle Management

Max

Min

Average

•


Maintenance Management

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Powerful tools that helps Customers trouble shoot common issues quickly and put mitigation plans in place.

• Performance diagnostics is a set of tools across product portfolio that helps customer tune performance issues.

• Error Troubleshooting provides advanced troubleshooting capabilities for generic ORA-600 and ORA-7445 errors.

• Find previous releases of products which are no longer supported and export this list as a work list for upgrades using Inventory Report.

• Maintenance Advisors help you plan and execute a viable patching and maintenance strategy which includes a complete project patch plan specific to your environment.



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40

51

52

11

14

15

11

70

65

83

75

0 10 20 30 40 50 60 70 80 90

Maintenance advisors

Inventory report

Error Troubleshooting

Performance diagnostics

Average Adoption %

Pro

Act

ive

Se

rvic

e


Max

Min

Average



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Accreditation leads to Progressive Transformation in Operational Excellence

• My Oracle Support learning path and Product-specific paths delivered via short videos.

• Best practices and recommendations empower user to fully leverage core tools and capabilities.

• Post learning evaluation to validate the concepts and re-enforce the learning.

• Reputation and skills enhanced recognition through certificate of Accreditation from Oracle.

• Per end of March over 26,000 accredited



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14

80

0 10 20 30 40 50 60 70 80 90

Accreditation

Average Adoption %

Pro

Act

ive

Se

rvic

e

Accreditation

Max

Min

Average


• 20 enterprise customers in Middle East and Africa

• Interviews with scores on questions per category related to adoption of Proactive

• Highest score found

• Lowest score found

• Average score

Significant adoption gaps

Opportunity for partners

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Survey – end 2016



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• Requesting Management Attention will facilitate the creation of an action plan to resolve the issue with your Service Request

• Request Management attention when:

– The SR is not progressing in a manner that will meet your project milestones, implementation or upgrade plans

– You urgently need to communicate important business issues to a manager

– You are dissatisfied with the resolution or response to a Service Request

• Call Support

– Find the local number to call at

www.oracle.com/support/contact.html

– Speak with the analyst regarding your specific, immediate need and any applicable business impact • Need a call back: Request a manager call you

back and provide your contact information

• Do not need a call back: Provide detailed information you would like conveyed to the manager

– More information is available on Document 199389.1

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http://www.oracle.com/support/contact.html

https://support.oracle.com/epmos/faces/DocumentDisplay?_afrLoop=447291667212920&id=199389.1&_afrWindowMode=0&_adf.ctrl-state=1aiz6bqt8m_151



• Previously called Escalation process

• Make sure the SR is well described, Severity is set correctly and SR is escalated

• To speed up process, skip the call with the Support Analyst and immediately request a Manager call back

• The Support Manager

– is managing the Support analysts of the related product and sets priorities

– makes effort to call back in 30 minutes

– can coordinate/setup a call with development when there is a bug involved

• When dissatisfied you can ask to speak to next level manager, director or even VP

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Support Accreditation for Partners Call to Action!

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Accreditation: Your challenge and Opportunity

• Target Accreditation Level 1 and 2 • My Oracle Support

• Cloud Support

• Your DBAs and MOS/Cloud users prepare

• Learn about Get Proactive!

• Earn your certificates • Implement your learnings

• Advise and help Customers

• Enhance your CVs

• Create your Service Offerings

• Use the tools

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1. Get Ready 2. Get Accredited 3. Change Your Business

Copyright © 2017, Oracle and/or its affiliates. All rights reserved. | 34

Accreditation Program Framework and Sequence

Access Accreditation Series Index

Select Your Accreditation

Open and Review the Study Guide

Click Play to start the first module

When ready, click Take the Exam


01 – Introduction to Accreditation Program

02 – Customer User Administrator and Support Identifiers

03 – Intro to My Oracle Support, My Account, Settings, Hot Topics

04 – Knowledge Searching, Browsing and PowerView

05 – Product Certifications

06 – Patches and Updates searching and downloading

07 – My Oracle Support Community

08 – Best Practices for Hardware and Software Support

09 – Creating and Managing Service Requests

10 – Mobile My Oracle Support

11 – Technical and Lifetime Support Policies

12 – Recap and Summary

My Oracle Support Accreditation Level 1 Modules

My Oracle Support Accreditation

Oracle Support Accreditation - Series Index (Doc ID 1583898.1)

https://support.oracle.com/rs?type=doc&id=1579751.1

https://support.oracle.com/epmos/faces/DocumentDisplay?id=1583898.1





Common Adoption Scenario example

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MOS L1 CUA and Support Identifiers; Knowledge Base; Certifications; Patching; Community; SRs; Mobile My Oracle Support; Support Policies.

EBS Stay Informed; Analyzer Scripts; Period Close; Patching; Certifications; Upgrade Advisor; Comparison Reports; Patching and Information Center.

Database Support Tools; Install, Patching, Upgrade; Performance; Security; Scalability; Availability.

Adoption

Build your desired accreditation model for your products and business objectives.


Proactive Support Tools Profile Created and Deployed

Patching Wizard tools and Oracle Configuration Manager

Six EBS Analyzers currently being used by Customer on weekly and monthly basis:

1. Payables Period Close Analyzer – Diagnostic to Validate Data Before Period Close

2. Master GDF Diagnostic (MGD) to Validate Data Related to Invoices, Payments, Accounting, Suppliers and EBTax

3. IP Item Analyzer Diagnostic Script (iProc)

4. Payables Trial Balance Analyzer – Diagnostic to Validate Data for APTB issues

5. Internet Expenses Setup Helper – Diagnostic to Validate OIE Setup Data

6. EBS Procurement Accrual Reconciliation Analyzer

What Changed in Their Business Post-Accreditation?

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What is in it for your customers

• Higher Availability and Higher Performance

• Increased Operational Excellence (reduced TCO)

• Higher Support ROI, More Business Value

• Upskilling their Team:

– increased Capability through Accreditation

• More Agile – Ready for Cloud

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• Go for Accreditation of your team

•Know how to effectively assist and coach your customer

• Bring the benefits of Proactive tools to your customer

• Enhance your staff CV and company profile

• Win customer loyalty and grow your business

• Differentiate from competition

• Avoid reputational damage

Take Aways: What is in it for You

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Is today your day to get accredited? Absolutely !


Resources For You

Accreditation Program

• Accreditation Series Index – Doc 1583898.1

• Accreditation FAQ – Doc 1585906.1

• Oracle Support Accreditation (MOSC) Community

General Learning

• My Oracle Support Resource Center – Doc 873313.1

• Advisor Webcasts – Doc 749066.1

• My Oracle Support: How To Series – Doc 603505.1

• My Oracle Support Essentials Series – Doc 553747.1

• Get Proactive Events Calendar, Doc 125716.1

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https://community.oracle.com/community/support/oracle-support-accreditation







Oracle Partner Hub EMEA Innovation & Modernization Center

[email protected]

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