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Advanced Customer Services Oracle Exadata V2 Services

Presenter Name

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

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

1.
2.

People Limited visibility into the internals of Exadata V2 machines Limited understanding of the continual improvement processes

1. 2.
3.

Process No holistic methodology Lack of criteria to evaluate support processes No metrics

1. 2.

Technology No strategy for system availability, scalability & integration No end user support approach

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

Advanced Customer Services

Annual Services Assisted Services Oracle Exadata V2 Product Family Oracle Exadata V2 Services

Combine to Drive

Customer Success

Lifecycle Support for Oracle Exadata V2

Oracle Exadata V2 Product Family
Build

Validate

Basic System Quarter Rack Half Rack

Deploy

Measure & Optimize Incident Management

Full Rack
Sun Oracle Exadata Storage Server

Upgrades

Oracle Exadata V2 Services

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

Oracle Exadata V2 Services

Personalized and Customized
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.
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.

VALUE
Optimized system performance Reduced cost, risk and complexity Continual operational improvement

data migration
Deployment Assistance e.g. Exadata

Storage Server configuration

Scalability and Availability Assistance

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

ACS Exadata V2 Services Overview

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

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

Exadata V2 Annual Fixed Price Services

Choose level based on business needs:

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

Business Critical Assistance (BCA)

Proactive Support

Advanced Support Assistance (ASA)

Escalation Management Local Service Delivery Manager

Access to team of service engineers Prioritized Service Requests Personalized Portal Escalation Management Local Service Delivery Manager

Remote Monitoring and Health Checks

24x7x365 Monitoring with Remote Service Delivery Manager

Patching Services
Database Server Storage Server

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Exadata V2 Patching Service

Annual Fixed Price Service

Patching (remote or local) Configuration Assessment Support Activity Reviews Customer Training Customer Portal

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Exadata V2 Monitoring Service

Annual 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 X X X X X X X X X X X Monitoring ASA - Remote ASA - Local BCA - Local SSC - Local

Patching and Setup Monitoring & ASA-Remote ASA-Local ASA-Local & Monitoring BCA-Local

BCA-Local & Monitoring

SSC-Local SSC-Local & Monitoring

X
X X

X
X

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Exadata V2 Annual Fixed Price Services

Summary
Service Components Exadata V2 Patching Service
Yes Yes Yes Yes Yes Yes Yes

Exadata V2 Monitoring Service

Yes Yes Yes Yes Yes Yes Yes Yes

Exadata V2 ASA
Yes Yes Yes Yes Yes Yes Yes Additional ACS - Local SDM

Exadata V2 BCA
Yes Yes Yes Yes Yes Yes Yes Additional ACS - Local SDM Yes Yes

Exadata V2 SSC
Yes Yes Yes Yes Yes Yes Yes Additional ACS - Local SDM Yes Yes Yes

Initial Knowledge Transfer Session MyOracle Support ACS Portal setup OCCN connection 4 Patches/Year 1 Exadata Configuration Assessment 4 Onsite Visits Provision of Days for Additional Assistance 24x7 Monitoring and Health Checks Point of Contact (Oracle for SW+OS) Technical Assistance on SR Proactive Expert Assistance Dedicated Helpdesk

ACS Local 12 times/year

ACS- Remote SDM 24x7x365

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Exadata V2 Assisted Services

Time 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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Sun Oracle Exadata Database Machine & Storage Server

Installation & Configuration Services
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
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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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Achieving Business and IT Goals

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.

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For More Information

search.oracle.com
ACS

or

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

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