Oracle Premier Support Servicesoracleevent.com/16783/pdf/Support-Day-Renewal.pdf · Oracle Premier...
Transcript of Oracle Premier Support Servicesoracleevent.com/16783/pdf/Support-Day-Renewal.pdf · Oracle Premier...
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Oracle Premier Support Services
Jafar Alomari
Services Sales Director,
Oracle Middle East & Africa
Copyright© 2009, Oracle. All rights reserved.
Agenda
• Global Customer Service Delivery Channels
• Oracle Support Portfolio
• Support Contract
• Renewal Team Activity Timeline
• Lifetime Support Policy?
• Pricing of Extended Support and Sustaining Support
• Fee Waivers and Exceptions for Several Products
• Informational Resources for Lifetime Support Policy
• Q&A
Global Customer Service Delivery Channels
OracleUniversity
AdvancedCustomerServices
On DemandOracle
Support
Service Capabilities
Providing High Value Service Solutions
Oracle Services Delivery Channels
Oracle Customers
Service Engineering, Biz Ops & All Other Cross LOB Functions
Oracle Premier Support
ProductEnhancements
and Updates
Advanced Customer Services
GlobalSupport
Infrastructure
Proactive,Automated
Support
Ecosystem
Support
Lifetime Support
Oracle Support Portfolio
SolutionSupportCenter
Assessments& Testing
PriorityService
BusinessCritical
Assistance
AssistedServices
Advanced Support
Assistance
Technical Account
Management
Expert Services(Siebel)
The Customer’s Support Investment at
Work - Software
• Software Update Licenses and Product
Support
• Unlimited product updates & upgrades
• Complete Product Support
• World-Class KnowledgeBase
• Personalized Problem Resolution
• 24x7 Software Management Assistance
• Upgrade Assistance
• Proactive Advice
Software Updates
Product Support
22% of Net License
Premier Support - SYSTEMS
Offerings Description
Premier Support for
Operating
Systems
8% of net hardware transaction• Covers Solaris, Oracle Enterprise Linux, and Oracle VM on Sun
hardware
• 1 hour remote response 24x7
Premier Support for
Systems
12% of net hardware transaction• Covers a complete Sun System including Hardware, Solaris,
Oracle Enterprise Linux, and Oracle VM)
• 2 hour onsite response 24x7 for P1 issues.*
* Available for locations within 25 miles of a Systems Service Center. View eSource for specific locations.
Onsite Response Time Details - Systems
• Timeframe begins once issue has been diagnosed and Oracle
has determined onsite response is required
• Priority 3 Response
• NBD from the close of local business hours or at a later mutually
convenient time (such as a scheduled maintenance window)
Service Center
25 Miles: 2 hours
26-49 Miles: 4 hours
>50 Miles: Next Day
Priority 1 Response
Service Center
25 Miles: 4 hours
26-49 Miles: Within Same Business Day
>50 Miles: Next Business Day
Priority 2 Response
The Support Contract
(1st Year)
• New License + 1st Year
• OLSA
• Support Levels
• Premier Support
• Relation to Net License
• 0%
• 22%
• Start date is license order date
• Products
• Effective Dates
The Support Contract
(Renewing through Oracle Partner OR Direct)
• Same Price
• Service always from
Oracle
• 1st year vs 2nd year
• Not linked to
implementations
Renewal Team Activity Timeline
Before
90
days
- 90
days
- 60
days
- 45
days
- 30
days
- 10
days
0
days+20
days
Contact checking & Contract pricing
R90/Send Quotes R60 R30 R0 Cancel. Notice sent
MSL check
Contact the customer
Contact the customer
Most Important Terms Of Support
Policy
• Oracle Annual Uplift for Support Contracts is 3%
• After Contract Expire Date, Support service is down
• After Contract Expire Date, Reinstatement fees will be applied equivalent
to 150% per day
• Start date for SW is license order date not the implementation date, or
Ship date for HW
• Renewal is done Direct with Oracle or Through Oracle Authorized Partner
Copyright© 2009, Oracle. All rights reserved.
Lifetime Support Policy -
What is it?
AS LONG AS you license your Oracle
products, Lifetime Support Policy
provides access to technical experts
INDEFINITELY for
ALL Oracle Products
Copyright© 2009, Oracle. All rights reserved.
Benefits of Lifetime Support Policy
Control of Your Upgrade Strategy
Indefinite Technical Support
Protecting
and
Maximizing
Your
Investment
1
2
Our Commitment Benefits for Customers
Copyright© 2009, Oracle. All rights reserved.
1 Control of Your Upgrade Strategy
- Premier Support 5 Years
- Extended Support 3 Years
- Sustaining Support Indefinite
Freedom to Upgrade on Your Timetable and Business Strategy
1
Predictable Support Stages
Predictable at GA timing
Copyright© 2009, Oracle. All rights reserved.
Example:
Oracle Database Releases
Release GAPremier Support
Ends
Extended
Support
Ends
Sustaining
Support
Ends
DB 9.2 Jul 2002 Jul 2007 Jul 2010 Indefinite
DB 10.1 Jan 2004 Jan 2009 Jan 2012 Indefinite
DB 10.2 Jul 2005 Jul 2010 Jul 2013 Indefinite
DB 11.1 Aug 2007 Aug 2012 Aug 2015 Indefinite
Copyright© 2009, Oracle. All rights reserved.
Example:
Oracle E-Business Suite Releases
Release GAPremier Support
Ends
Extended Support
Ends
Sustaining Support
Ends
11i7May
20022007/ 5 Not Available Indefinite
11i8 Nov 2002 2007/11 Not Available Indefinite
11i9 Jun 2003 2008/ 6 Not Available Indefinite
11i10 Nov 2004 2010/11 Nov 2013 Indefinite
12 Jan 2007 2012/ 1 Jan 2015 Indefinite
Copyright© 2009, Oracle. All rights reserved.
2 Indefinite Technical Support
t
Years from General Availability(GA)
2
Extended Support is offered for the terminal patch set release of SPECIFIC product releases.
Sustaining Support is offered for ALL releases.
5 Years
Extended Support
Premier SupportSustaining Support
Indefinite
3 Years
General
Availability(GA)
Tow Choices:
1. Extended Support (if offered)
2. Sustaining Support
Sustaining Support
Continues Indefinitely
0 5 8
Copyright© 2009, Oracle. All rights reserved.
Deliverables of Indefinite Lifetime Support
* New Updates and Fixes created during Extended Support are made downloadable only for the customers with valid Extended Support.
** Pre-existing: Any Updates, Fixes, Upgrade Scripts, Security Alerts, and Critical Patch Updates created during Premier Support.
Key FeaturesPremier
Support
Extended
Support
Sustaining
Support
Major Product and Technology Releases • • •
Technical Support • • •
Access to Support Portal • • •
Updates and Fixes • •* Pre-existing**
Security Alerts • • Pre-existing**
Critical Patch Updates(CPU) • •
Tax, Legal, and Regulatory Updates • •
Upgrade Scripts • • Pre-existing**
Certification with Existing third-party
Products/versions• •
Certification with most new
third-party products/versions•
Certification with most new Oracle products • •
Copyright© 2009, Oracle. All rights reserved.
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Pricing of
Extended Support
and Sustaining Support
Copyright© 2009, Oracle. All rights reserved.
Extended Support: Pricing and Example
e.g. Your current Premier Support fee is $100
1. Year 1(=Year 6 since GA) of Extended Support ⇒ $110
2. Year 2 & 3 (=Year 7&8 since GA) of Extended Support ⇒ $120
Extended
Support
3 Years
Based on your current Premier Support fee:
100% +10% = 110% (Year 1 of Extended Support)
100% +20% = 120% ( Year 2 & 3 of Extended Support)
Current
Premier
Support
fee
Copyright© 2009, Oracle. All rights reserved.
Sustaining Support: Pricing and Example
Equal to your current Premier Support fee(No Uplift)
e.g. Your current Premier Support fee is $100
1. Year 1(=Year 6 since GA) of Extended Support ⇒ $110
2. Year 2 & 3 (=Year 7&8 since GA) of Extended Support ⇒ $120
3. Any Year of Sustaining Support ⇒ $100
Sustaining
Support
Indefinitely
Copyright© 2009, Oracle. All rights reserved.
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Fee Waivers and
Exceptions for
Several Major Oracle
Product Lines
Copyright© 2009, Oracle. All rights reserved.
Extended Support Fee Waivers
• Waive Fee for First Year of Extended Support
Product Line End Date Premier
Support
Period Of Extended
Support Fee Waiver
Oracle EBS 11i 10 Nov 2010 Dec 2010 – Nov 2011
JD Edwards
EnterpriseOne 8.11
Dec 2009 Jan 2010 – Dec 2010
Siebel CRM 7.8 May 2010 June 2010 – May 2011
Oracle Database 10g R2 Jul 2010 Aug 2010 – Jul 2011
Product Line End Date Premier
Support
Period Of Extended
Support Fee Waiver
PeopleSoft Enterprise 8.9 Jun 2009 thru Feb
2011
Jul 2009 thru Jun 2011
• Waive Extended Support Fee through June 2011
Copyright© 2009, Oracle. All rights reserved.
Single Source of Information - Brochures
• Oracle Software Technical Support Policies
http://www.oracle.com/us/support/library/057419.pdf
• Please Visit Lifetime Support Portalhttp://www.oracle.com/support/lifetime-support-policy.html
• Lifetime Support Policy Brochures and FAQs --- Latest and Complete source of information for specific products and releases:
• Lifetime Support Policy: Oracle Technology Products (PDF)http://www.oracle.com/support/library/brochure/lifetime-support-technology.pdf
• Lifetime Support Policy: Oracle Applications (PDF)http://www.oracle.com/support/library/brochure/lifetime-support-applications.pdf
• Oracle Premier Support and Oracle Lifetime Support Policy Frequently Asked Questions (PDF)http://www.oracle.com/support/library/oracle-lifetime-support-policy-faq.pdf
Questions and Answers