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The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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Oracle Collaborative Vendor Support (OCVS) Program
Global Support Partner OperationsOracle Global Customer Support Services
January 2013
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Agenda
What is the Oracle Collaborative Vendor Support (OCVS) Program and Program Benefits
Identifying Partner Challenges OCVS Value Proposition OCVS Program Overview and Process Taking Advantage of the Oracle PartnerNetwork (OPN)
OCVS Benefit Summary
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What is the OCVS Program and Program Benefits
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Why Collaborative Vendor Support
Most end user computing environments operate as a heterogeneous IT environment
Heterogeneous environments require cooperative support Vendor collaboration is an industry best practice standard OCVS is Oracle’s collaborative program designed to provide
cooperative support to reduce time to resolve issues
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OCVS Program and Program Benefits
Industry-leading Collaborative Vendor Support Program is a support benefit of Oracle’s OPN program
OCVS facilitates interoperability support between Oracle and Oracle’s OPN Partners on behalf of mutual customers
Benefit that must be applied for at an OPN Gold Membership Level or above
Uses consistent, collaborative support processes to maximize the joint customer experience
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Identifying Partner Interoperability Support Challenges
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Interoperability Support Challenges We’re Hearing from Partners
Supporting a Complete, Integrated Stack Not only are collaborative vendor support issues becoming increasingly complex, but so are the information technology (IT) and business support requirements in supporting a complex, integrated stack
Complexity of Collaborative Vendor Support Environments:Seamless integration of a wide variety of vendor products is an expectation which continues to challenge support and support management alike
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Interoperability Support Challenges We’re Hearing from Partners (continued)
Prohibitive Training Demands for Technical Analysts:Cross-training available support personnel in the unlimited combinations of collaborative vendor environments is neither time or cost effective
Increasing Call Resolution Times:Technology Service Industry Association (TSIA) benchmark data reveals that collaborative cases on average take 4.25 times longer to resolve. End users need faster resolution times
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OCVS Value Proposition
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OCVS Value Proposition to PartnersValue Gained using OCVSAs an OPN Member, you gain access to the OCVS Program as part of your membership benefit Partners work seamlessly with Oracle to resolve end user’s technical issues (complexity is masked)Provides standardized, consistent global processes to support IT requirements of integrated stack of hardware/software (HW/SW) productsImproved collaboration drives better response time and results in less risk to end customers in the operation of their systemsReduces partner training commitment for in-depth training of Oracle products
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OCVS Program Overview Requirements
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OPN Requirements for acceptance into the OCVS Program
Partner must be an OPN Gold member (or above) in good standing Partner must apply to participate in OCVS OPN Benefit and receive
confirmation of acceptance Partner must complete this OCVS Overview eSeminar Partner must have a customer with an active Oracle Premier Support
Agreement
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OPN Requirements for Collaboration
Partner must agree to collaborate with Oracle Partner must follow specific product focus inbound
contact instructions Partner must use the OCVS Program-specific Support
Identifier (SI) number assigned to their company Partner must provide the customer's support
identification number when opening a service request (SR)
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OPN Requirements for Collaboration (cont)
Partner must respond to all requests from Oracle (within their published hours of operation) based on Oracle’s defined severity levels found in the Technical Support Policies
Provide and maintain standard contact information and instructions for Oracle
Provide and maintain escalation instructions for Oracle
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The OCVS Program is Not
Its important to note that OCVS is not:– A resource for development or related project issues– A replacement for receiving Support from Oracle and having proper
Support Agreements in place– A Level 2 (L2) to L2 support engagement
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Taking Advantage of the OPN OCVS Benefit
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Where OPN Partners Connect to OCVSApplication and OCVS Details:http://www.oracle.com/partners/support (OPN Password required)
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How Can you Apply for the OPN-OCVS Benefit If questions, contact us at:
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Program Member Contact Information (OPN)
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How does an OCVS Vendor Contact Oracle (Inbound) OCVS vendor remains the customer contact – communicates with
Oracle through the SR
Customer Reports Technical Issue
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Vendor Support
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When Oracle Support Contacts Partner Team (Outbound) Using published contact information, Oracle Support initiates call with
the OCVS vendor
OCVS-Vendor and Oracle Support must agree to close the call
Vendor Contact Instructions are published on Oracle’s Intranet
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Vendor SupportOracle Opens Ticket With Vendor
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Summary
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Summary
Oracle’s industry-leading OCVS Program is a free support benefit that partners can apply to as active members of OPN
OCVS facilitates seamless interoperability collaborative support between Oracle and Oracle’s OPN partners benefiting our mutual customers
OCVS uses consistent, collaborative processes to maximize the customer experience and reduces risk associated with complex integrated IT stack
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Additional Questions? Email the OCVS Team:
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