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Advanced Customer ServicesOracle Exadata V2 Services

Presenter Name

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How to Use This Customer Presentation

• This is a 20-slide, 45-minute Oracle Exadata V2 Services presentation, Oracle Exadata V2 Services

• Use the presentation to deliver the value proposition of ACS value added services for the Oracle Exadata V2 family of products to customers.

• The presentation emphasizes how Oracle Exadata V2 Services focus your customer on successful deployment and continual improvement of their Exadata system.

• Use this presentation to: • Show the value of annual services for Oracle Exadata V2• Engage in a more detailed discussion of assisted services for

Oracle Exadata V2 to develop personalized solutions to meet customer requirements

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Agenda

• Introduction• Driving Customer Success• Personalized and Customized Solution• Annual Services• Assisted Services

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What Puts ROI and Success at Risk for an Exadata V2 Implementation?

PeoplePeople1.1. Limited visibility into the internals Limited visibility into the internals

of Exadata V2 machinesof Exadata V2 machines2.2. Limited understanding of the Limited understanding of the

continual improvement processes continual improvement processes

PeoplePeople1.1. Limited visibility into the internals Limited visibility into the internals

of Exadata V2 machinesof Exadata V2 machines2.2. Limited understanding of the Limited understanding of the

continual improvement processes continual improvement processes

ProcessProcess1.1. No holistic methodologyNo holistic methodology2.2. Lack of criteria to evaluate Lack of criteria to evaluate

support processessupport processes3.3. No metricsNo metrics

ProcessProcess1.1. No holistic methodologyNo holistic methodology2.2. Lack of criteria to evaluate Lack of criteria to evaluate

support processessupport processes3.3. No metricsNo metrics

TechnologyTechnology1.1. No strategy for system availability, No strategy for system availability,

scalability & integrationscalability & integration2.2. No end user support approachNo end user support approach

TechnologyTechnology1.1. No strategy for system availability, No strategy for system availability,

scalability & integrationscalability & integration2.2. No end user support approachNo end user support approach

Source: Elizabeth Roche, METAgroup Delta 2152, 28 April 2003

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Advanced Customer Services

Oracle Exadata V2 Oracle Exadata V2 Product FamilyProduct Family

Oracle Exadata V2 Oracle Exadata V2 Product FamilyProduct Family

Oracle Exadata V2 Oracle Exadata V2 ServicesServices

Oracle Exadata V2 Oracle Exadata V2 ServicesServices

Customer SuccessCustomer SuccessCustomer SuccessCustomer SuccessCombine to Drive

Annual Services

Assisted Services

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Lifecycle Support for Oracle Exadata V2

BuildBuildBuildBuild

ValidateValidateValidateValidate

DeployDeployDeployDeploy

Measure & Measure & OptimizeOptimize

Measure & Measure & OptimizeOptimize

Incident Incident ManagementManagement

Incident Incident ManagementManagement

UpgradesUpgradesUpgradesUpgrades

Ora

cle

Exa

dat

a V

2 S

ervi

ces

Basic System

Quarter Rack

Half Rack

Full Rack

Sun Oracle Exadata

Storage Server

Oracle Exadata V2

Product Family

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Advanced Customer Services Driving Customer Success

Oracle Exadata V2 Services

Expert, Onsite or Remote, Practice Advice, Guidance, Operations Assistance and

Incident Management

Oracle Exadata V2 Services

Provides expertise and guidance on Oracle Exadata V2 implementation best practices

Advises and assists throughout the Oracle Exadata V2 lifecycle

Assess ongoing availability and scalability issues/risks and make actionable recommendations to improve overall success

Help customer gain maximum business value from their implementation once they are in production

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VALUE

• Optimized system performance

• Reduced cost, risk and complexity

• Continual operational improvement

• Improve adoption of highly available, high performing and scalable Oracle database technology

Oracle Exadata V2 ServicesPersonalized and Customized

ANNUAL SERVICES

• Continual Improvement Services e.g. Patching

• Operations Assistance e.g. Remote Monitoring and Health Checks

• Partnership in delivery of desired business outcome through Advanced Support Assistance, Business Critical Assistance or Solution Support Center

ASSISTED SERVICES

• Best practices knowledge transfer e.g. data migration

• Deployment Assistance e.g. Exadata Storage Server configuration

• Scalability and Availability Assistance

The Oracle Exadata V2 team works with the customers' business and technical teams throughout the Exadata V2 deployment lifecycle and provides ongoing guidance to proactively identify issues, reduce risks, and improve issue-resolution time -helping customers achieve their expected business outcomes.

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ACS Exadata V2 Services Overview

• Annual Fixed Price Services• Exadata V2 Patching Service• Exadata V2 Remote Monitoring Service• Exadata V2 Advanced Support Assistance (ASA)• Exadata V2 Business Critical Assistance (BCA)• Exadata V2 Solution Support Center (SSC)

• Assisted Services

Oracle Exadata V2 services can be customized and personalized to meet the customers' requirements

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Patching ServicesDatabase ServerStorage Server

AdvancedSupport Assistance

(ASA)

Escalation Management

Local Service Delivery Manager

Business Critical Assistance (BCA)

Proactive Support

Access to team of service engineers

Prioritized Service Requests

Personalized Portal

Escalation Management

Local Service Delivery Manager

Remote Monitoring and Health Checks24x7x365 Monitoring with Remote Service Delivery Manager

Exadata V2 Annual Fixed Price Services

Solution Support Center (SSC)

Performance Optimization Services

Virtual Center of Excellence with designated experts

Proactive Support

Dedicated Hotline

Prioritized Service Requests

Personalized Portal

Escalation Management

Local Service Delivery Manager

Choose level based on business needs:

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Exadata V2 Patching ServiceAnnual Fixed Price Service

• Patching (remote or local)

• Configuration Assessment

• Support Activity Reviews

• Customer Training

• Customer Portal

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Exadata V2 Monitoring ServiceAnnual Fixed Price Service

• Patching

• Configuration Assessment

• Support Activity Reviews

• Customer Training

• Customer Portal

ADVANCED SUPPORT ASSISTANCE (ASA Remote)

• Escalation Management

• Remote SDM 24x7x365

REMOTE MONITORING

• 24x7 Monitoring

• Health Check Execution

• Incident Reporting

• First level Operation Assistance

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Exadata V2 Advanced Support Assistance Annual Fixed Price Service

• Patching

• Configuration Assessment

• Support Activity Reviews

• Customer Training

• Customer Portal

ADVANCED SUPPORT ASSISTANCE

• Escalation Management

• Local Country SDM

OPTIONAL REMOTE MONITORING

• 24X7 Monitoring

• Health Check Execution

• Incident Reporting

• First level Operation Assistance

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Exadata V2 Business Critical Assistance Annual Fixed Price Service

• Patching

• Configuration Assessment

• Support Activity Reviews

• Customer Training

• Customer Portal

BUSINESS CRITICAL ASSISTANCE (BCA)

• Escalation Management

• Local Country SDM

• Proactive Support

• Access to team of service engineers

• Prioritized Service Requests

• Personalized Portal

OPTIONAL REMOTE MONITORING• 24X7 Monitoring

• Health Check Execution

• Incident Reporting

• First level Operation Assistance

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Exadata V2 Solution Support Center Annual Fixed Price Service

• Patching

• Configuration Assessment

• Support Activity Reviews

• Customer Training

• Customer Portal

SOLUTION SUPPORT CENTER (SSC)

• Escalation Management

• Local Country SDM

• Proactive Support

• Access to team of service engineers

• Prioritized Service Requests

• Personalized Portal

• Performance Optimization Services

• Virtual Center of Excellence

• Dedicated Hotline

OPTIONAL REMOTE MONITORING

• 24X7 Monitoring

• Health Check Execution

• Incident Reporting

• First level Operation Assistance

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Annual Fixed Price Service Combinations

Combinations Patching and Setup

Monitoring ASA- Remote

ASA- Local

BCA- Local

SSC- Local

Patching and Setup

X          

Monitoring & ASA-Remote

X X X      

ASA-Local X     X    

ASA-Local & Monitoring

X X   X    

BCA-Local X       X  

BCA-Local & Monitoring

X X     X  

SSC-Local X         X

SSC-Local & Monitoring

X X       X

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Service Components Exadata V2 Patching Service

Exadata V2 Monitoring

Service

Exadata V2

ASA

Exadata V2

BCA

Exadata

V2

SSC

Initial Knowledge Transfer Session Yes Yes Yes Yes Yes

MyOracle Support – ACS Portal setup Yes Yes Yes Yes Yes

OCCN connection Yes Yes Yes Yes Yes

4 Patches/Year Yes Yes Yes Yes Yes

1 Exadata Configuration Assessment Yes Yes Yes Yes Yes

4 Onsite Visits Yes Yes Yes Yes Yes

Provision of Days for Additional Assistance Yes Yes Yes Yes Yes

24x7 Monitoring and Health Checks Yes Additional Additional Additional

Point of Contact (Oracle for SW+OS) ACS – Local 12 times/year

ACS- Remote SDM 24x7x365

ACS - Local SDM

ACS - Local SDM

ACS - Local SDM

Technical Assistance on SR Yes Yes

Proactive Expert Assistance Yes Yes

Dedicated Helpdesk Yes

Exadata V2 Annual Fixed Price Services

Summary

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Exadata V2 Assisted ServicesTime and Material Services

• Data Migration Advisory• Oracle/Terdata/Netizza to Exadata

• Exadata Storage Server Configuration• Add additional storage

• Real Application Testing Advisory• Backup & Recovery Review• Upgrade Services• Basic System Configuration• Performance Assessment• DB Machine Availability and Scalability

• Quarter to half, half to full and multi rack

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• Goal: Deliver to customer a completely functioning database system• All servers properly configured and networked• All software configured (DB, CRS, RAC, Exadata)• Default database created• Performance and functionality validated

• On-site Installation is included in the price of Database Machine• Hardware: Sun hardware Installation & Site Planning service• Software Configuration: Oracle Advanced Customer Services (ACS)

• Software installation and configuration

• Installation services can optionally be purchased for Exadata Storage Server and Sun Oracle Database Machine Basic System through ACS

Sun Oracle Exadata Database Machine & Storage ServerInstallation & Configuration Services

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Why Oracle Exadata V2 Services?

Aligned Specialists Specialists aligned with Oracle Development in deployment and

continual improvement of Oracle Exadata V2 product

Consistent Expert Methodology Recognized as top technical experts on Oracle Exadata V2

technology and configure new systems onsite for most customers.

Highly Leveraged Professionals Best practice delivery gained through experience with Oracle Exadat

V1 products

Focused Exadata V2 Optimization Focused on Oracle Exadata V2 Upgradability, Performance,

Availability and Scalability

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• Deployment and post deployment offerings designed to help customers gain valuable insight into the performance, availability and scalability of their business applications using Oracle Exadata V2 products.

• Deliverables compare customer implementations against Implementation Best Practices and identify targeted areas for improvement.

• Actionable recommendations are prioritized, incorporated into ongoing improvement plans and monitored through support activity reviews and configuration validation and assessments.

Achieving Business and IT Goals

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For More Information

search.oracle.com

ACS

or

http://www.oracle.com/goto/acs

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