Key Benefits

Key Features

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.

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

Provide Best Practices recommendations and

guidance

Personalized guidance on incident

management

Unmatched product expertise & technical

skills

Direct access to engineering, proven tools and

methodology

Validate environment Supportability

Improve Communication & perception of

Premier Support

Provide for operational improvement for

system performance, reliability and

functionality

Accelerate Technology adoption

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/advanced-

customer-services or email acs-

emea_ch@oracle.com.