Master MVSP Awareness_External - FINAL

7/31/2019 Master MVSP Awareness_External - FINAL

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Multi-Vendor Support Program (MVSP)

Rhonda Cordonnier Sr. Program Manager Partner Support Operations

Larry Jewell Sr. Program Manager Partner Support Operations


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What is the Oracle Multi-Vendor Support

Program (MVSP)?

Program that facilitates collaboration between Global

Customer Support (GCS) and our 3rd party vendors

Consists of OPN, OEM, TSANet agreements

Includes strategic closed agreements

Managed by Global Partner Support Operations

Engaged by GCS and our 3rd party vendors

support engineers to collaborate when

resolving mutual customer support issues

Vendor

Vendor

Vendor

Customer

Vendor

Collaboration

Oracle Support


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What is the business reason for the newoffering?

To address the realities of the multi-vendor supportimpact:

Customer environments and issues more complex

Increasing volume for multi-vendor support issues

On average, issues take 4 times longer to resolve

Need the means to service profitably


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Key Benefits of having a MVSP

Consistent, repeatable methodology

Enhances Customer/Partner/Oracle satisfaction

Value-add to vendor partnership program

Low cost, scaleable option for collaboration

Reduced costs by not having to create and maintain

traditional cooperative support agreements (CSAs) Reduced training commitment by not having to pursue in-

depth training on Oracle products you do not support

Practices that align with many industry support certifications

Addresses participants demands for collaboration

Competitive advantage - market benefits of MVSP

Enhances Oracles Support Leadership position


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Current types of agreements requiring Vendor-to-Vendor support

collaboration include:

OEM (Original Equipment Manufacturer) usually involvesembedded vendor product with contractual support delivery requirements

on the embedded product

TSANet (Technical Support Alliance Network)utilizes theTSANet tools, infrastructure and relationships (e.g. Standard, MCC,

Closed Group for Strategic Partners)

OPN MVSP (Oracle Partner Network MVSP) - Available toall OPN partner levels (Partner/CP/CAP) as a value-added

support benefit

Tailoring MVSP - Enhance the CustomerExperience


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Key Messages

The Multi-Vendor Support Program (MVSP) is a program within Oraclethat facilitates seamless collaboration between Oracle Global CustomerSupport and our Partners to resolve mutual customer support relatedissues, that may involve more than one vendors product.

The program strives to eliminate any finger pointing when a mutual

Customer raises a support issue that may involve a multi-vendor solution,thus improving the overall focus on Customer satisfaction.

In order to utilize industry best practices and eliminate the costs andtime-consuming effortassociated with creating separate CooperativeSupport Agreements (CSAs) between us and our Partners, Oracle has

included our industry leading, Multi-Vendor Support Program as a value-added service benefit for our Partners that are a member of our OPN.


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What is TSANet?

Technical Support Alliance Network (TSANet)

Established in 1993 Oracle a founding member Independent, not-for-profit, membership organization

Global alliance run by and for its members

Industry recognized standard for vendor collaboration

Key components: Industry standard legal framework for cooperative support

Underlying Code-of-Conduct signed by all members

Flexible community memberships open or customized

Established service level parameters by community

Portal infrastructure containing member-created processesand procedures for collaboration


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What is the Oracle PartnerNetwork MVSP Benefit?

Expansion of the Multi-Vendor Support Program(MVSP) which leverages the OPN infrastructure

Value-added benefit to existing OPN membership

with no additional fees

Provides collaboration process for valued partnerswho are not members of TSANet

All partner types can participate howevertargeted for ISVs, Hardware/Platform Partners


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Value Proposition

Whats in it forPartners?

Industry-recognized collaborative support process

Consistent, collaborative support process by which to engage withOracle Support Services

Gives partners ability to deliver seamless, comprehensive support tomutual end customers

Reduced costs by not having to create and maintain traditionalcooperative support agreements

Reduced training commitment by not having to pursue in-depthtraining on Oracle products you do not support

Practices that align with many industry support certifications

Prevent frustration and enhance customer satisfaction

Meets Oracle demands for multi-vendor collaboration


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Value Proposition

Whats in it for the Customer?

Enhanced support value for multi-vendor implementations

Accelerate time to implementation for multi-vendor solutions

Reduce the risk/costs associated with owning multi-vendor solutions

Improve response by having all parties involved in the collaboration

Prevent frustration of finger-pointing and improve overall

satisfaction

Improved time to delivery of support services

Addresses Customer demands for multi-vendor collaboration


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MVSP Benefits For Support Engineers

Standard program with established methodology (both inboundand outbound) for dealing with multi-vendor support Service

Requests clear, consistent, single starting point for all multi-vendorinteractions

Prevents the Customer(and engineer) from getting caught in themiddle and reduces associated frustration

Reduces time to resolve Service Requests involving other partnertechnology

Improvesresponse by having all parties involved in collaboration

Reduces the need for partner technology training and in-houseresources

Supports mutual goal of increased customer satisfaction


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Requirements for Participation

What are the requirements for participation?

Partner must be a current OPN member in good standing

Partner must apply and received confirmation of acceptance for

use of this benefit

Partner must be accepted into the Product Focus Area(s) for the

product on which they wish to collaborate

Partner must have a published profile in OPN Solutions Catalog

Partner must have a customer that has an active Oracle support

agreement

Why would a partner be declined?

Unable to meet required criteria for participation or collaboration


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Requirements for Collaboration

Partner must agree to collaborate with Oracle

Partner must follow specific inbound Contact Instructions

Partner must use their MVSP support identifier number assigned

Partner must provide the mutual Customers support ID number

Partner must respond to all request by Oracle based on the followingSeverity levels:

Severity 1 within 1 hour

Severity 2 within 2 hours

Severity 3 within the next business day

Severity 4 within the next business day

Partner must provide and maintain standard contact information

Partner must provide and maintain escalation instructions


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Inbound Collaboration under the MVSP

Determines it involves Oracletechnology with mutual Customer

Mutual Customer SR resolved

Vendor logs SR per theweb site instructions

Oracle Engineer receives the SRand collaborates with

Vendor to resolve issue

Solution Given to Vendor

Vendor Support Engineerreceives Service Request (SR)

Inbound Process

Inbound process for MVSP is

seamless to the Support

Engineers because it leverages

the standard processes foropening a service request


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Outbound Collaboration under the MVSP

Determines it involves vendortechnology with mutual Customer

Mutual Customer SR resolved

Engineer logs SR usinginternal web site instructions

Vendor Engineer takes the SRand collaborates withOracle to resolve issue

Solution Given to Oracle

Oracle Support Engineerreceives Service Request (SR)

Outbound Process

Outbound Process for MVSP is

made efficient through the use

of Oracles MVSP intranet site


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How to engage with Oracle

Log onto Oracle PartnerNetwork (OPN)

Go to Support and select MVSP

Elect the MVSP benefit (Apply Now)

Complete the Dialogue Will receive the acceptance notification and sign on

information (Within 15 business days Be proactive!) Register your Support Identification Number and add

additional contacts

Access appropriate product line instructions Via Oracle PartnerNetwork portal

Follow instructions for engaging for collaboration


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Where OPN Partners Connect to MVSP


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Conclusion

Comprehensive program offering collaborationprocess for valued partners

Where possible, we utilize standard Service Requesthandling process

Practices that align with many industry support

certifications Addresses Customer/Partner/Oracle demands for

multi-vendor collaboration

Accelerate time to implementation for multi-vendor

solutions Improves the level of satisfaction for customers and

partners with multi-vendor collaboration needs


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Master MVSP Awareness_External - FINAL

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