Oracle Platinum Services aims to redefine IT support

Oracle Platinum Services aims to redefine IT support

Summary: Oracle is touting its new Platinum Services for customer support to offer the "highest level of service in the industry."

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TOPICS: Oracle
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REDWOOD SHORES, CALIF. -- Oracle is stepping up its customer service options with the introduction of Platinum Services.

Overall, Platinum Services are intended to bridge the gap between traditional IT support and fully-managed services.

See alsoOracle joins public cloud party after six years in development

Touted to offer "the highest level of service in the industry," Platinum Services are intended to be more proactive than comparable services from competitors or even preceding options from Oracle -- or at least far speedier when reacting to issues.

Along with 24/7 remote fault monitoring and quarterly patching, Oracle is promising the following response times for customers subscribed to Platinum Services:

  • Five minutes for Severity 1 issues
  • 15 minutes for service restoration, or the immediate escalation to the development organization responsible for the product
  • 30 minutes for joint debugging with developing team

Larry Abramson, senior vice president and general manager of Oracle's Advanced Customer Support Services unit, explained via telephone on Tuesday about how his team planned to bundle all of this together to raise the bar for customer support.

Essentially, it wasn't about bringing these components and charging more for them, Abramson explained, but rather "changing the whole paradigm" and delivering a service that a customer gets just when using one of Oracle's engineered systems.

"You embrace that level of service when you embrace engineered systems," he continued, adding that Platinum Services offers full-stack monitoring for every component.

Oracle is also simultaneously announcing three more new products that will work on top of Platinum:

  • Advanced Monitoring and Resolution for Platinum: Allows Oracle to extend its monitoring coverage to non-Platinum configurations
  • End User Performance Monitoring: An end user agent deployed on the network at the actual user location to monitor performance, helping customers improve performance throughout an entire environment
  • Solution Support Center: A custom, dedicated support team tuned to a customer's Platinum components

Platinum Services are available immediately at no additional cost to Oracle customers as part of their standard support contracts. To be eligible for Platinum Services, customers must start with certified Platinum components and deploying a hardware gateway, which is shipped free to customers and installed on-site to extend Oracle's support cloud to the business.

Platinum components include Oracle Exadata X2-2 and X2-8, Oracle Exalogic X2-2, and SPARC SuperCluster T4-4 Servers with Exadata storage, Sun ZFS Storage or Oracle’s Pillar Axiom 600 Storage.

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Topic: Oracle

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4 comments
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  • LOL

    Platinum support - right out of Sun's playbook.
    Anyway - if Oracle wants people to buy their overpriced products maybe they should at least stop acting like a*&^*&s all around... :-P
    vgrig
    • platinum = taking you to the cleaners

      for Elli$on's enrichment.
      The Linux Geek
    • As in the Old Sun Platinum Support ? I throught so initially BUT

      I too initally throught it might be some kind of a re-badged "Old Sun Platinum Support" with a few extra tit-bits thrown-in..

      But when I read the Jist/Summary/Bullet-points, makes me very suspicious about what it says and "What might be behind the Hood..

      Oracle is promising the following response times for customers subscribed to Platinum Services:

      1. Five minutes for Severity 1 issues
      2. 15 minutes for service restoration, or the immediate escalation to the development organization responsible for the product
      3. 30 minutes for joint debugging with developing team

      There has to be lots of "If's & But's, riders" behind a 5min response time.
      Even an automated Email response to an Alert received for an Oracle product, Emails many a time can take more than 5min.

      How many different kind of restorations can be completed in 15min is also highly debatable.

      30min joint debugging ? But joint debugging with whom, "Between Oracle SW support & the HW vendor's support Team ?". How can they commit such thing when all other HW and SW vendors, so far as I know do not commit to less than 4HR Response time even with their highest level of service offering..

      I think it is time for customer to "Call an Oracle Bluff a Bluff".
      How long a vendor can keep thinking they can take end users for a ride ? No one has been able to that in the history of IT Industry, beit IBM, HP, Dell, EMC & others.. So, what makes Oracle think they can "Do it and still get away with it ?"
      sd130146
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