Oracle ACS add-on Services for Premier Support Customers

Oracle Advanced Customer Support Services Premier Support Add-On Service

Oracle Advanced Customer Support Services offers a wealth of resources aimed at helping you align your technology infrastructure with your business objectives, ensuring high availability and accelerating the adoption of your Oracle Technology. Lower risk and costs, increase your IT Knowledge and meet your technological and business requirements with Advanced Customer Services.

This service offering is designed to assist Customers to their Oracle Support experience by taking advantage of Oracle Experts’ guidance. The ACS Service Engineers (“ASE”) focus not only on the database, but also consider the related IT environment to provide proactive guidance and assistance to support you in managing your technical priorities and achieve a more sustainable database infrastructure going forward.

This continuum of services ultimately aims at Improving system performance, reliability and functionality, A designated Oracle Service Delivery Manager coordinates all activities and communication and ensures best quality of service.

Key Features

Key Benefits

 Validate environment Supportability  Improve Communication & perception of Premier Support

 Provide for operational improvement for system performance, reliability and functionality

 Accelerate Technology adoption

 Provide Best Practices recommendations and guidance

 Personalized guidance on incident management

 Unmatched product expertise & technical skills

 Direct access to engineering, proven tools and methodology

Take Advantage of Oracle’s Expert Guidance to Assess Performance and Availability on Your Critical Oracle Database Instance.

Service Delivery Plan An Oracle ACS Service Manager (“ASM”), in concert with your management team, will maintain and distribute a Service Delivery Plan. The Service Delivery Plan will define the goals, objectives and scope of the engagement and act as a baseline against which the service can be reviewed. It is a working document that records the status of the current, ongoing and planned service tasks to be delivered under the customers Advanced Customer Support Services contract.

Oracle Support Activity Review An Oracle expert will review your support activity in connection with individual service requests you logged to Oracle Support, clarifying on any recommendations provided, reviewing status reports, outstanding actions to complete, and performing an assessment of established priorities. This service unit, available for your

production and development systems, will help you achieving optimal planning for your short-term maintenance activity on your Oracle environment.

Performance Review & Recommendations This is a service component that utilizes collected performance data to identify potential bottlenecks, and provides recommended configuration changes based on performance best-practices. The goal is to optimize performance & improve availability. The system’s performance profile information will be used to generate a detailed report of findings.

Configuration Review & Recommendations This is a packaged service that compares the customer’s configuration to best-practices and known reference architectures to identify risks that could impact system availability & supportability. The service will perform a high level assessment of your system’s configuration profile to analyze a “snapshot” of your system and establish a “target configuration” based on build sheets (from OC or client) towards configuration best practices. This "map and gap" analysis will be used to generate a detailed report of findings.

Patch Assessment This service component will evaluate your Oracle core technology environment and identify firmware and/or patch sets that may provide improvement in reliability, performance, or certification compliance.

Recommendations may address specific firmware/patches to apply with appropriate sequence guidance, known required patches or version levels for other vendors, and review of specific installation steps, if needed.

Best Practices Workshop Oracle Experts will deliver a Best Practices Workshop to your executives, key business stakeholders, and information technology team members. The Workshop will be delivered after the completion of the database assessments. The objectives to identify your system’s strengths, potential risks, and potential areas for improvement using Oracle’s best practices in the areas of strategy, governance, people, processes, and technology. A planning guidance for the changes implementation will be delivered.

Contact Us For more information about Oracle Advanced Customer Services please visit our web site at http://www.oracle.com/support/advancedcustomer-services or email acsemea_ch@oracle.com.