presentation - partner support overview for partners

8/12/2019 Presentation - Partner Support Overview for Partners

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1 2011 Oracle Corporation Proprietary and Confidential


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The following is intended to outline our generalproduct direction. It is intended for informationpurposes only, and may not be incorporated into anycontract. It is not a commitment to deliver any

material, code, or functionality, and should not berelied upon in making purchasing decisions.The development, release, and timing of anyfeatures or functionality described for Oracles

products remains at the sole discretion of Oracle.


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Customer Support ServicesGlobal Partner OperationsMarch 16, 2011

Partner Support Overview for Partners


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Agenda

The Oracle Support Advantage

Oracle Partner Support BusinessGuidelines

Point of System Sale Attach

Support Delivery My Oracle Support(MOS)

Advanced Customer Services (ACS)Basic Hardware Services

FAQs


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Oracle Customer Services

Enabling the

success of your

Oracle software

and system investmentsthrough a

LIFECYCLE OF SERVICES

covering the completeOracle stack


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SOFTWARE SYSTEMSCOMPLETE STACK

SOLUTIONS

Oracle Premier SupportEssential Support Services for Oracle Products


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Integrated Support with a Single Point of

Accountability

Consistent service across theOracle solution stack, backed by asingle level of 24/7 support coveringall hardware and software elements

Integrated support and updates

through one service organizationand one online support interface:My Oracle Support

Accountability for the completeOracle solution, combining the

benefits of vendor-direct servicewith a single point of contact



Unparalleled Innovation for Long-term

Business Success

Product enhancements fueled byover $4B per year in R&Dinvestment and 29,000 Oracleproduct development engineers

New software releases included in

standard support coverageLifetime Support to enable you to

upgrade on your schedule

Applications Unlimited and next-generation Fusion Applications

Services innovation to maximizethe value of your Oracle investmentover time



Oracle Premier SupportCovered Components

For Servers and Storage Systems

Hardware

Firmware

OS (Oracle Solaris and/or Oracle Linux)

Oracle VM Operating Systems (any/all of the following)

Oracle Solaris

Oracle Linux

Oracle VM

Software (available for all Oracle software)

Database

Middleware

Applications

Note: Support for additional, separately licensed softwareis priced separately








FAQs



Support

Partner

Type

Price %

of NetService Part to be utilized within

the Oracle Partner Store and for

Offline support Orders

2ndYear Support Fee

Calculation for Software and

Hardware

OPN FUDAPartners

22%12%

8%

A97163 SULSB58121 OPSSB58123 OPSOS

Required on order submission

Price to End customer - Net VAR Support

x 10% uplift (VAD differs)

Partners can configure Hardware and 1 year Premier Support in Oracle Partner Store

All other Support offerings must be taken through the offline support process:http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html

Second year support must be quoted to the end customer by the VAR and submitted toOracle on the Orderings docs by the VAD/VAR Easiest way to calculate is by using the Support Calculator located on the OPN:

http://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.html

Renewal is managed by Oracle to the end customer

Partner Business Guidelines Resell PartnerSupport Partner Pricing Quoting First Year Support
http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html




Oracle Support Offerings

Oracle Partners Selling Oracle Support

Point of System Sale Attach Support Delivery My Oracle Support (MOS)

Advanced Customer Services (ACS) BasicHardware Services

FAQs



Point of Sale Support AttachMake it Easier

Attach Support automatically and seamless with every Hardware andSoftware Order Configure, quote and order through the Oracle Partner Store

1 year Oracle Premier Support

Attach Support to Hardware manually with every Hardware andSoftware Order Configure, quote and order Hardware and Software through the Oracle Partner Store

Multiyear, Federal, Non-standard Support can be quoted, and ordered via the manualoffline process: http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html

1 Purchase Order or 2 Purchase Orders are accepted to accommodate customerneeds

Attach Support after the Hardware Order is placed but within 30 Daysof ship date No penalties

Serial numbers are available

Submit via offline order process
http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html






Oracle Partner Support Business Guidelines Point of System Sale Attach

Support Delivery My Oracle Support (MOS)

Advanced Customer Services (ACS) Basic

Hardware Services FAQs



Service Request (SR) processing Search for tips and techniques

Download software patches and updates

Use general system health checks and diagnostic tools

Check certified platforms and software obsolescence

Get answers through customer support forums

Integrated with Enterprise Manager

Simplified Incident (SR) Management

Feature

Personalized Knowledge Management

Proactive Problem Management

Customer Benefit

25% problems avoided

30% faster Service request creation

40% faster problem resolution

My Oracle Support (MOS): IntroductionOracle Support Portal used by 300,000 customers


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Support Welcome Letter

Dear [Customer Contact]

We would like to thank you for your purchase of Oracle products and services and assure you that OracleSupport Services is committed to protecting the investment you have made.

If you are new to Oracle Support Services, please visit our website at http://www.oracle.com/support

where you will find information to assist you, including service descriptions, technical support policies,support news and events, and internet seminars.

To register for My Oracle Support, please use your Customer Support Identifier (CSI) number xxxxxxxx.If you are already a registered user, please add the CSI number(s) above to your existing My OracleSupport user profile (click on 'Profile' then add the CSI under Support Identifiers and Privileges).

As the technical contact for [Customer Name], you are the person designated within your organization who maycontact Oracle Support Services to resolve technical issues. If your order with Oracle allows international

deployment of licenses to your subsidiaries and related companies outside the ordering country please communicatethe relevant CSI number(s) above to persons in those countries who will be technical contacts with Oracle.

Please record your assigned Customer Support Identification (CSI) number. Your CSI number identifiesyour organization, product information, and service level to Oracle Support Services.


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Oracle Partner Support Business Guidelines Point of System Sale Attach

Support Delivery My Oracle Support (MOS)

Advanced Customer Services (ACS) Basic

Hardware Services FAQs


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Solution Description: Oracle Service experts deliver comprehensiveinstallation, configuration and testing services to shorten time todeployment and enhance new server and storage stability andperformance. Oracle Standard Installation, or OSI, replaces Suns legacyEnterprise Installation Services, or EIS

Current Ordering Process: Manual workaround via ACS in placehttp://my.oracle.com/site/anc/wwac/Systems/PartnerOrdering/index.htm

Coming Soon! OSI will be added to the Configurator and OPS in Q4.Detailed information and training will be coming in the following weeks

Key Points about OSI Service Offering:

OSI parts are available for hardware systems and options New parts being released to allow Upgrades via OSI services

Software services are currently managed as T&M only through ACS

Advanced Customer ServicesHardware Installations Oracle Standard Installation (OSI)
http://my.oracle.com/site/anc/wwac/Systems/PartnerOrdering/index.htmhttp://my.oracle.com/site/anc/wwac/Systems/PartnerOrdering/index.htmhttp://my.oracle.com/site/anc/wwac/Systems/PartnerOrdering/index.htm


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Solution Description: Running mission critical applications requires world-class,proactive service and support options to help drive the highest system availability.Oracle Advanced Customer Services Onsite Spares is a secure, up-to-date spareparts program tailored to customer-specific system configurations and optimized tomeet critical business requirements

Ordering Process: Onsite Spares is ordered via ACS Sales by [email protected]

Key Points about Onsite Spares:

Oracle engineers perform a periodic cycle count and inventory purge process, soall parts kits remain current. Oracle Onsite Spares customers also receiveautomatic notification of Field Change Orders (FCOs) and documentation of

actions taken Spare parts are the property of Oracle and only the service fee is budgeted by the

client. As the data center is refreshed the spare part inventory can be refreshedthrough the Onsite Spares service

Onsite Spares is an addition to Premier Support and is co-terminous with thesupport agreement for the system(s)

Advanced Customer ServicesOnsite Spares
mailto:[email protected]:[email protected]


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Solution Description:Access to the right skills and parts is essentialduring a system outage or when faced with defective devices in the datacenter. Get the technical expertise you need whether it is for server,storage, or network devices. Oracle Customer Replaceable Unit Serviceprovides a qualified system expert on site to replace defective units and

assess, test, document, and handover the repaired item with newlyinstalled parts.

Ordering Process: CRU Installation Services are ordered via ACS Sales bycontacting [email protected]

Key Points about CRU Installation Services:

One time CRU installation Bundle of CRU installation hours

Advanced Customer ServicesCustomer Replaceable Unit (CRU) Installation Services


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Solution Description: Its not uncommon for IT departments to merge,

for server and storage systems to relocate, and for equipment on leasefrom other departments or even an acquisition to show up in thedatacenter. To get the most business value and avoid introducing risk intothe IT environment, these systems need to be serviced and supported.

Oracle Premier Support Qualification investigates system reliability andqualifies systems to be covered under an Oracle support agreement.

Ordering Process: PSQS is ordered via ACS Sales by [email protected]

Key Points about PSQS:

Standardized pricing based on hardware system Service deliverable includes certificate of Pass or Fail for Premier Support Failed Certificate will include detail on what actions need to be taken to bring

the system into compliance and current support levels

Advanced Customer ServicesPremier Support Qualification Service (PSQS)


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FAQs


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How does a Partner become a Support or Renewal Partner?Oracle's business strategy is to sell and deliver support services directly to end users.Oracle may determine in some situations that for business reasons that it is necessaryto engage with a support partner to sell and/or deliver support services directly to endusers. In those situations Oracle will identify the partner(s) that are available to providesupport services for Oracle products

Can a VAR or VAD issue a support Purchase Order without serialnumbers for first year support?Yes. Via the offline support process. Once the hardware ships and serial numbersknown the CQT will author the support contract and send to the customer for signature.Process training is available: http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html

Can a single Purchase Order for support and product be issued at the

same time for first year support?Yes. A single or separate Purchase Order can be issued

FAQsGeneral
http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.html


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What are the benefits of attaching support at point of sale?Attaching services at point of sale is important for:

Ensuring that our customers always have the right level of support fromOracle

Guaranteeing that the customer has ongoing support, as well as anyAdvanced Customer Services

Allowing Oracle and the OPN PartnerNetwork to focus on the customer tomanage their Oracle stack proactively, and be a key advisor to customers

for future growthWhat are the possible consequences of failing to attach a Supportcontract at point of sale?

A customer may incur reinstatement fees, back support fees, and possibly re-qualification fees. This may vary by situation

What is Oracle's policy on re-certification?

In the event that technical support lapses for more than 90 days or was notpurchased at the time of hardware sale, or if technical support was never acquired,then a customers hardware system must be qualified as service-ready beforetechnical support can be reinstated. Please refer to the Oracle Hardware andSystems Support Policy for more information

FAQsPoint of Sale Attach
http://www.oracle.com/support/collateral/hardware-systems-support-policies.pdfhttp://www.oracle.com/support/collateral/hardware-systems-support-policies.pdfhttp://www.oracle.com/support/collateral/hardware-systems-support-policies.pdfhttp://www.oracle.com/support/collateral/hardware-systems-support-policies.pdf


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What are some of the key benefits in Partners performing hardwareinstallations using Oracle's Enterprise Installation Standards (EIS)

methodology?

Whether delivered by Oracle directly or by a qualified Partner, a high-quality systeminstallation using standardized best practices benefits the customer by reducing costand time to deployment and providing the foundation for enhanced stability and

performance. Oracle does not collect any direct revenue from Partners when theyperform an installation according to EIS methodology, though the indirect benefitsfrom a support and customer experience standpoint remain. Likewise, the ability tosell and provide system installations using Enterprise Installation Standardsmethodology is a significant part of the Partner value proposition as well

Where can I get more information on partner installation services

under OPN?

For more information on Oracle PartnerNetwork Specialization, please visit:http://www.oracle.com/partners/en/opn-program/specialize/index.html

FAQsPartner Installation Services
http://www.oracle.com/partners/en/opn-program/specialize/index.htmlhttp://www.oracle.com/partners/en/opn-program/specialize/index.htmlhttp://www.oracle.com/partners/en/opn-program/specialize/index.htmlhttp://www.oracle.com/partners/en/opn-program/specialize/index.html


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How do we handle Exadata/Exalogic deals which are partner sold in theindirect countries where Oracle cannot provide on-site field services

and the Partner is contracting directly with the end user?

Although the Exadata/Exalogic support and contracting model is primarily direct, we dohave a number of cases where partners in indirect countries are priming these types ofdeals. Although no formal model has been put in place yet, the Field Delivery model for

indirect countries is being used by the Regions with a few modifications: Partner contracts with the end user customer

Partner signs backline Premier Support contract with Oracle

Spare parts are purchased by the Partner as per the Field Delivery Addendum

Partner engineers are required to attend the appropriate training

End User customer contacts the Exadata Enterprise Support Team (EEST) withtechnical issues. EEST performs triage and if required a Partner engineer isdispatched for on-site interventions

Customer Services VP Approval of specific deal and model required

Note: In a direct country Exadata support is direct with Oracle

FAQsExadata


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Oracle PartnerNetwork (OPN): http://www.oracle.com/partners/index.html OPN Specialized Training Modules:

http://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htm

Oracle Partner Store (OPS):http://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-

store-194347.html 2nd Year Support Calculator:

http://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.html

My Oracle Support (MOS):http://www.oracle.com/us/support/index.html

http://www.oracle.com/us/support/software/premier/my-oracle-support-068523.html MOS Welcome Center: http://www.oracle.com/us/support/044752.html

Support Partner Questions: [email protected]

Installation Quote to Order Questions: [email protected]

Resources
http://www.oracle.com/partners/index.htmlhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/us/support/index.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/044752.htmlmailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]://www.oracle.com/us/support/044752.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/software/premier/my-oracle-support-068523.htmlhttp://www.oracle.com/us/support/index.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/campaign/resources/2nd-year-support-calculator-196404.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/secure/sales/partner-ordering-portal/oracle-partner-store-194347.htmlhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/en/most-popular-resources/specialized-training-034839.htmhttp://www.oracle.com/partners/index.html


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Questions? [email protected]

Q&A
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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presentation - partner support overview for partners

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