OPTIMIZATION SUPPORT
Organizations have unique business and IT challenges. With Oracle Systems Optimization Support, part of a flexible portfolio of services offered by Oracle Advanced Customer Support, you can tailor your solution according to your IT and business needs. Oracle Systems Optimization Support can be purchased individually or bundled with other Advanced Support offerings to help you accelerate ROI and reduce downstream risk while also improving performance and availability.
MAXIMIZE THE VALUE OF YOUR ORACLE TECHNOLOGY
K E Y F E A T U R E S
• Oracle knowledge, tools & best practices combined into packaged services
• Focused on production readiness and production optimization
• Delivered by Advanced Support Engineers
K E Y B E N E F I T S
• Accelerate adoption and return on investment
• Reduce downstream risk
• Maximize availability and performance
Drive Success with Advanced Support
Oracle Advanced Customer Support (ACS) offers services that deliver production readiness and production optimization across your Oracle technology stack. You choose from a set of Advanced Support packaged services according to your unique needs.
Oracle Advanced Support Engineers utilize proven methodologies and best practices as well as Advanced Support diagnostic tools to support your changing IT needs. These services drive value across the entire technology lifecycle from planning through deployment and post-production support phases.
Production readiness services are designed to accelerate deployment and adoption by helping to ensure you are ready to support preproduction and go-live operations.
Production optimization services are designed to help you achieve optimal performance and availability.
Oracle Premier Support Qualification
When relocating an Oracle system from one of your IT Centers to another, or when integrating a system from a third-party source, Oracle Premier Support Qualification investigates the system's source and reliability and performs a technical qualification in order to have it covered under an Oracle support agreement.
Key activities:
Review the hardware system to assess the configuration and revision levels
Determine eligibility for use, by identifying the hardware source, and by inspecting the hardware system for visible physical damage, missing or altered hardware components
Run Oracle diagnostic tools to determine if the Operating System software is
Provide an assessment report which identifies issues and required repairs to the hardware system
Issue a qualification certificate when the system is eligible to receive Oracle Premier Support Services
Oracle Standard System Installation
When integrating new systems into your environment, proper planning, installation and configuration are critical to optimizing system performance. Oracle Advanced Customer Support delivers comprehensive installation, configuration and testing services to shorten time-to-deployment and enhance new server and storage stability and performance. Oracle’s engineers apply best practices, tools and technology for all installations.
Key activities:
System requirements review and delivery of installation plan – includes site audit and documentation of environmental conditions and requirements
System installation, including critical patches, updates, and common upgrades such as CPUs and memory using proven methodologies and best practices
Installation testing utilizing Oracle tools to confirm installation according to plan
Oracle Standard Software Installation and Configuration
Software installation and set up services help you maximize your technology investment by tailoring your product configuration to your specific business and technical
requirements. Oracle Advanced Customer Support recommends specific configurations based upon intended use and Oracle best practices. Our team of highly trained engineers updates product build sheets and installs recommended software and any critical patches. The result is an accelerated time to deployment of Oracle technology utilizing proven methodologies.
Key activities:
Gather build-sheet parameters and identify usage scenarios
Configure and optimize system based on use case scenarios and Oracle best practices
Oracle Start-Up Pack for Engineered Systems
The Oracle Start-Up Pack delivers an integrated service package and product expertise to ensure an optimized plan and deployment of an Oracle Engineered System. Oracle engineers deliver a suite of services that begins with strategic architectural design and planning. Oracle then installs and configures the system in accordance with Oracle best practices. Oracle engineers provide supportability reviews throughout pre-production as you execute the architectural design plans.
Once in production, Oracle provides quarterly patch deployments across the Oracle Engineered System stack for one year.
Key activities:
Start-Up Advisory Service, to minimize project and deployment risks while accelerating operational readiness for your Engineered System
Production Support Readiness, to coordinate both the Oracle and your project teams and oversee the Oracle Engineered System installation and go-live process
Installation Service, to provide a comprehensive Engineered System installation to shorten time-to-deployment
Configuration Service, to cover all aspects of the required configuration and patching across the Oracle Engineered System
Quarterly Patch Deployment Service, to proactively patch your Engineered System once per quarter for one year and help ensure it is optimally maintained
Oracle High Availability Review and Recommendations
The Oracle High Availability Review and Recommendations for Oracle Database service is designed to provide a comprehensive analysis of the customer’s Oracle Database High Availability (HA) needs along with the Oracle technologies and methods deployed to address those HA needs. Oracle will leverage its expertise in Maximum Availability Architectures (MAA) to provide high availability guidance and advice.
Key activities:
Review and assess your availability requirements
Review and document your high availability architecture and methods
Compare the HA requirements of the business applications with the availability techniques and methods utilized
Leverage Oracle’s expertise in maximum availability architectures to identify potential risks and gaps
Deliver final report and recommendations
Oracle Preproduction Readiness Review
Oracle Preproduction Readiness Review helps you assess supportability and readiness of your setup and implementation plans, including reviews of your migration plan, backup plan and test plans. Oracle Technical Account Managers provide personalized advanced support for your environment. This team provides assistance with how to leverage Oracle Premier Support as well as setup of Oracle Support tools such as Oracle Configuration Manager and Oracle Auto Service Request. The result is that you are properly prepared for implementation and deployment leveraging support best practices to mitigate risk.
Key activities:
Assess overall supportability and readiness of deployment approach, including migration plan, backup plan and test plans
Review your support plan and provide insight on how to leverage Oracle Premier Support and assist with setup of Oracle Support tools
Oracle Configuration Review and Recommendations
Configuration review services help reduce reliability risks due to configuration issues.
Oracle Advanced Customer Support uses diagnostic tools to identify configuration risks and to perform a gap analysis. Engineers analyze your specific configuration relative to Oracle recommended best practice to help identify issues that could place your IT environment at risk, such as unexpected or undocumented environment changes or missing critical patches or upgrades. Oracle delivers a recommended configuration based on your operational objectives. The result is reduced risk with optimal performance.
Key activities:
Establish target configuration based on customer objectives, previous build sheets, and Oracle recommended practices
Perform “map and gap” analysis, comparing actual and target configurations
Document and review findings and recommendations
Identity potential risks and gaps in current techniques based upon Oracle Maximum Availability Architectures
Oracle Capacity Planning Review and Recommendations
Oracle Capacity Planning Review and Recommendations provides external validation of your IT capacity thresholds, and helps ensure you properly plan for a scalable environment. Oracle engineers perform a rigorous capacity planning analysis that includes evaluation of your architecture – including the database layer, operating system, virtual machines, servers and storage technologies. Oracle reviews business processes and existing benchmarks, and then performs mathematical modeling and regression analysis based on your internal metrics. Oracle Advanced Customer Support reviews current available capacity, analyzes consumption trends, and delivers capacity planning recommendations that help optimize current capacity and mitigate risk of capacity related outages.
Key activities:
Review existing configuration, and establish sizing and available capacity for the covered technologies
Analyze utilization and consumption trends using statistical model
Project future capacity risks and identify potential mitigation actions
Oracle Advanced Support Knowledge Workshop
Oracle Advanced Support Knowledge Workshop provides you with tailored information on the production optimization and supportability of Oracle products or technology.
This service includes review of your knowledge development goals and objectives and library of existing webinars. After assessing your current knowledge, content is created that is tailored to enhance and develop your knowledge about a product or technology. This content is delivered through a webinar as well as follow-up onsite mentoring. As a result, you leverage Oracle’s expertise to gain targeted knowledge for your specific needs for faster product adoption and return on investment.
Key activities:
Leverage Oracle’s expertise to gain targeted knowledge for your specific needs
Tailored webinar content delivered to enhance your knowledge of the product to accelerate product adoption and ROI
On-site mentoring to maximize the experience
Oracle Performance Review and Recommendations
Performance review services collect and analyze your system performance data so that you can quickly identify and address potential performance issues before they become critical. Oracle Advanced Customer Support helps identify system load patterns, potential bottlenecks and provides recommendations based on performance best practices. Oracle engineers identify and document performance objectives and establish measurement criteria. They utilize Oracle diagnostic and data collection tools and analyze data as well as identify performance and bottleneck issues. The result is maximum performance and reliability while avoiding peak-load risks.
Key activities:
Identify unique system performance and availability objectives
Utilize Oracle diagnostic tools to collect performance and system load data
Analyze collected data, identify bottlenecks and compare to performance and availability best practices. Document and review findings and recommendations
Oracle Go-Live Support
Oracle Go-Live Support services assess go-live and operational readiness as well as provide tailored support for the go-live event. An Oracle Technical Account Manager provides personalized support and a single point of contact to review deliverables and discuss your go- live plan and schedule. The Oracle Technical Account Manager also conducts an operational readiness review focused on IT processes and a deployment review focused on business and project KPIs. This service establishes an Oracle Support plan to stay on high alert for go-live and a dedicated on-site or remote support if needed. The result reduced risk for go-live and post-deployment.
Key activities:
Oracle Technical Account Manager reviews deliverables and discusses your go-live plan and schedule
Deliver operational readiness review focused on IT processes and a deployment review focused on business and project KPIs
Oracle Support plan to stay on high alert for go-live and a dedicated on-site or remote support if needed. Deliver final report and recommendations
Oracle Production Diagnostic Review and Recommendations
Production diagnostic review services help optimize your production environment by identifying risks that can affect overall system stability, serviceability, and performance.
Oracle Advanced Customer Support conducts a comprehensive health-check and builds a risk analysis plan based on our initial analysis. Oracle engineers then collect pertinent system data such as patch and firmware levels as well as recorded errors, warnings and service requests. After reviewing the data, Oracle performs deep-dive
production environment.
Key activities:
Oracle engineers collect patch & firmware levels, review pertinent service requests and capture all recorded errors, warnings and failures
Conduct a high-level system analysis to identify key problem areas
Perform deep-dive diagnostics for identified high-risk issues and deliver findings and recommendations
Oracle Patch Review and Installation
Oracle Patch Review and Installation assists you with maintaining properly patched Oracle technology to improve reliability and supportability. Oracle support experts are at your side to deliver patch reviews and help install recommended patches. The result is a system that is current as well as highly supportable and serviceable.
Key activities:
Review and analyze patch inventory to identity gaps and potential conflicts
Review findings, secure approvals and request merge patches as needed before any critical situation arises
Build tailored patch bundles and assist with the deployment of those patches
Oracle Security Review and Recommendations
Oracle Security Review and Recommendations is designed to help you understand your current level of security against Oracle best practices. Oracle Engineers collect Oracle security related information via questionnaires, SQL Scripts, tools and snapshots of the environment. The information is then analyzed, and a report is built based on Oracle’s best practices to achieve a more secure operational environment. An Oracle Technical Account Manager reviews this Report of Findings and Recommendations with you.
Key activities:
Identify your security objectives
Utilize Oracle diagnostic tools, questionnaires… to collect security data
Analyze collected data and identify gaps to Oracle's security best practices
Document and review findings and recommendations
Supportability Planning and Design
The Oracle Supportability Planning and Design service is designed to gather and analyze build requirements for your environment and make design recommendations to ensure supportability, reliability, and maintainability. The goal of the offering is to deliver a detailed configuration specification and an installation plan for provisioning a database that provides maximum availability, optimal supportability, and is tailored to meet your objectives.
Key activities:
Collect and analyze configuration information from your current system
Identify supportability design recommendations based on Oracle support best practices
Construct a configuration specification sheet that provides recommended parameter settings that conform to support best practices
Construct an installation plan that documents recommended installation approach, including any patches, and post-installation steps recommended by Support.
Provide a post-install checklist to validate supportability objectives have been achieved
Oracle System Relocation
Oracle System Relocation delivers the support expertise needed to move an IT infrastructure and bring it back to production after a move. Oracle engineers assure that your Oracle systems are relocated and restored to production readiness quickly and efficiently. The result is a smooth transition utilizing relocation experts for a successful relocation.
Key activities:
Oracle engineers review asset inventory prior to move and document move requirements, deliverables and handover process with client
Execute de-installation of assets including the proper power down of systems and disconnection of network, power and data cables in preparation for packaging and move
Re-installation of assets, functionality testing and updating of service and support records
Market-driven Support Services
Oracle Advanced Customer Support offers software updates including Financials Legislative Updates and Severity 1 Fixes to Oracle Premier Support customers running certain older versions of Oracle applications products. For more information about this service, please refer to the Oracle Software Technical Support Policy.
Key activities:
• Updates are delivered on a similar schedule to Legislative bundles/maintenance packs for releases that are still under Oracle Premier Support
CEMLI Services for the E-Business Suite
CEMLI Services for Oracle E-Business Suite, offered by Oracle Advanced Customer Services, consists of web-based tools the help you manage your Oracle E-Business Suite custom code.
Key activities:
You receive 24/7 access to Web-based applications that enable you to:
• Catalog your custom code
• Initiate performance checks on custom code
• Package custom code into patches
• Perform Patch Impact Analysis against your custom code
Build a Foundation for Enhanced IT Stability and Performance
Oracle Advanced Customer Support delivers advanced support knowledge, tools and best practices to help ensure your Oracle technology is implemented properly and configured for optimal performance. Let Oracle help you accelerate technology adoption, maximize availability and performance, and reduce overall risk.
C O N T A C T U S
For more information about Oracle Systems Optimization Support, visit oracle.com/acs, e-mail us at [email protected], or call +1.800.ORACLE1 to speak to an Oracle representative.
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