Oracle Network Grade Support

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1 Oracle Netwrk Grade Supprt Maximum Availability and Perfrmance fr Oracle Cmmunicatins Slutins O R A C L E W H I T E P A P E R A P R I L

2 Table f Cntents Executive Summary 1 Business Requirements 2 Oracle Supprt Slutin fr Missin-Critical Telecmmunicatins Platfrms 3 Oracle Netwrk Grade Supprt 4 Custmer Benefits 5 Service Features 6 Delivery Architecture 8 Service-Level Agreements 9 Cvered Prducts 10 Custmer Case Study 11 Cnclusin 12 Further Infrmatin 13 Glssary 13 Links 13. ORACLE NETWORK GRADE SUPPORT

3 Oracle s slutins prtfli spans the entire systems landscape fr the telecmmunicatins industry. It enables us t differentiate ur brand thrugh innvative services and nt just price. Oracle Cmmunicatins Netwrk Charging and Cntrl ffers unmatched flexibility fr designing subscriptin mdels and delivering unlimited scalability. With 24/7 access t Oracle Advanced Custmer Supprt Services engineers, we ensure system reliability and leverage the full capabilities f ur sftware tls. MUHAMMAD YASEEN SENIOR MANAGER, APPLICATION SUPPORT OPERATIONS EMIRATES INTEGRATED TELECOMMUNICATIONS COMPANY PJSC Executive Summary This white paper prvides an verview f Oracle Netwrk Grade Supprt, a service specifically designed fr Oracle cmmunicatins platfrms. A case study f a well-knwn telecmmunicatins prvider gives insight int a typical engagement and hw the client benefits frm the service. The telecmmunicatins industry is very technlgy-driven. Specially designed applicatins and platfrms allwing faster develpment f new fferings, leading thrughput perfrmance, and mre-efficient peratin can be a decisive factr in the cmpetitive race. Oracle ffers telecmmunicatins prviders an entire prduct suite upn which they can build their success. Cutting-edge technlgy is nly ne part f the stry, thugh. Business-critical cmmunicatins platfrms need t perate reliably every minute, every hur, every day f the year. Service disruptins might be felt by millins f users and can have a severe impact n a cmpany s reputatin and financial results. There may als be regulatry implicatins f nt being able t deliver the services t custmers. Analyst reprts suggest the typical hurly cst f dwntime in the cmmunicatins industry as US$2 millin. Figure 1. Visin Slutins white paper, Assessing the Financial Impact f Dwntime Expert supprt ensuring business cntinuity, high availability, and risk mitigatin is crucial in such missin- critical envirnments. Having an efficient business peratin in place is an imprtant factr fr financial perfrmance as well. 1 ORACLE NETWORK GRADE SUPPORT

4 Fast-grwing telecmmunicatins prviders such as Telekm Slvakia and Emirates Integrated Telecmmunicatins Cmpany PJSC (EITC) Dubai (brand name du ) rely n Oracle Advanced Custmer Supprt fr the supprt and maintenance f their missin-critical cmmunicatins platfrms. With Oracle Netwrk Grade Supprt, Oracle Advanced Custmer Supprt develped a unique service based n service-level agreements (SLAs) fr Oracle s cmmunicatins-specific slutins, keeping risk frm these crucial systems and ensuring flawless business peratin withut surprises. Practive health checks, cnfiguratin tuning, r patch implementatins avid critical incidents and allw imprved return n custmers investment in Oracle technlgy. If incidents d ccur, fcused teams f supprt engineers with intimate knwledge abut their custmers platfrms, and with priritized escalatin prcedures, fix the issue in accrdance with the SLAs. If necessary, Oracle Advanced Custmer Supprt teams directly engage Oracle prduct develpment and engineering. Assigned technical accunt managers plan and crdinate service delivery and prvide valuable advice t achieve their custmers peratinal and business gals. Oracle Netwrk Grade Supprt is backed by SLAs. Business Requirements Operating missin-critical slutins in the cmmunicatins industry presents a number f challenges: High availability, n unplanned dwntimes, and risk mitigatin. Even a minr service disruptin might be felt by millins f subscribers f a telecmmunicatins service and can lead t significant mnetary and reputatinal lsses. Optimized perfrmance. Cmmunicatins platfrms and business slutins are usually cmprised f a multitude f prducts. Such slutins prvide expected business results nly if all cmpnents are perfectly cnfigured, tuned, and integrated, as well as cntinuusly expertly maintained. Efficiency and cst cntrl. Telecmmunicatins prviders make significant investments in their IT and netwrk stack. Special skills and best practices are needed n matter where the data centers are physically lcated t ptimize financial and business return n investment (ROI) and ttal cst f wnership (TCO). Regulatry cmpliance. Gvernments in many cuntries have legal requirements fr telecmmunicatins prviders t meet certain service-level targets in supprt f their end users. 2 ORACLE NETWORK GRADE SUPPORT

5 Oracle Supprt Slutin fr Missin-Critical Telecmmunicatins Platfrms Oracle Supprt helps custmers take full advantage f the features and functins f their Oracle slutins and ensures business cntinuity with ptimized perfrmance. Fr business-critical platfrms where unplanned dwntime is nt an ptin, Oracle ffers a cmbined supprt mdel with the highest service levels and mnetary fulfillment cmmitments. Figure 2. Oracle Supprt fr telecmmunicatins peratins Oracle Premier Supprt prvides access t expert assistance remtely using the My Oracle Supprt prtal, sftware enhancements, fixes, and upgrades, alng with lifetime supprt. Oracle Premier Supprt cvers the cmplete Oracle technlgy stack. Custmers have access t the largest glbal supprt infrastructure in the industry. Eighteen glbal supprt hubs with 15,000 resurces supprt custmers in 29 lcal languages, in 145 cuntries, and in any time zne. With Oracle Premier Supprt, custmers receive future prduct releases that incrprate the latest technlgies and new features; upgrades t new architectures; industry best practices; patches and fixes; and annual tax, legal, and regulatry updates all at n additinal charge. Mre infrmatin. Fr custmers with enhanced supprt requirements due t extremely cmplex, business-critical IT envirnments, Oracle Advanced Custmer Supprt cmes int play. Oracle Advanced Custmer Supprt builds upn the fundatin set by Oracle Premier Supprt, prviding persnalized, practive supprt and priritized service request (SR) reslutin t help custmers maximize the availability, perfrmance, and value f their Oracle slutins. Oracle Advanced Custmer Supprt engineers and technical accunt managers have n average mre than 10 years f experience in Oracle technlgy. They gain an intimate understanding f their clients envirnment and bjectives and thus deliver truly persnalized supprt and guidance. Mre infrmatin. One f Oracle Advanced Custmer Supprt s fferings is Oracle Netwrk Grade Supprt, specifically designed fr ptimum supprt f the Oracle prduct set fr telecmmunicatins prviders. 3 ORACLE NETWORK GRADE SUPPORT

6 Figure 3. Key features f Oracle Premier Supprt and Oracle Netwrk Grade Supprt Oracle Netwrk Grade Supprt Netwrk lifecycle services are a set f all activities that are necessary t plan, assess, design, build, test, perate, manage, and supprt the netwrk areas. We distinguish three main services, such as netwrk cnsulting and integratin, netwrk utsurcing services, and netwrk supprt and training services. SYLVIA WUNSCHE, IDC RESEARCH ANALYST, EMEA NETWORK LIFE-CYCLE SERVICES, JANUARY 2015 Oracle Netwrk Grade Supprt prvides maximum value fr Oracle Cmmunicatins applicatins. A balanced mix f reactive and practive services delivered by specialized senir Oracle engineers helps t ensure high availability, risk mitigatin, and fast issue reslutin. In additin, all services are backed by service-level agreements (SLAs). 4 ORACLE NETWORK GRADE SUPPORT

7 Figure 4. Sample SR reslutin with Oracle Premier Supprt Figure 5. Sample SR reslutin with Oracle Netwrk Grade Supprt Custmer Benefits Thrugh the cmprehensive supprt mdel cmprised f reactive and practive cmpnents delivered by a unique team f technical specialists, Oracle Netwrk Grade Supprt reliably prvides the value cmmunicatins prviders are lking fr. Risk mitigatin Detecting risk areas befre they can becme issues and aviding unplanned utages thrugh system mnitring, risk assessments, and practive guidance 5 ORACLE NETWORK GRADE SUPPORT

8 Faster SR reslutin if incidents d ccur thrugh priritized escalatin and persnal supprt Optimized perfrmance and high availability Leveraging Oracle technlgy in full thrugh cnfiguratin assessments and guidance n systems tuning Seamless supprt acrss the stack thrugh slutin-riented supprt Increased efficiency Fewer resurces needed fr escalatin management and shrt-term fixes Skills enhancements thrugh direct knwledge transfer and tailred training sessins Transparent service delivery accrding t plan Cst cntrl Aviding high cst f dwntime Reduced expenses n wrkarunds and external cnsultants Fixed-price cntract with clear scpe and deliverables, and SLA cmmitments Service Features Each Oracle Netwrk Grade Supprt custmer is supprted by a fcused team: a technical accunt manager; a technical leader; and Oracle advanced supprt engineers, wh have prfund expertise in the Oracle prduct set. Each SR receives pririty frm the start, putting custmers in direct cntact with senir technical supprt engineers. Oracle Netwrk Grade Supprt pririty handling als includes a 24/7 dedicated htline t reslve issues faster. Custmers can gain unique access t Oracle engineers and develpers if required. Thrugh requirements analysis, definitin f key perfrmance indicatrs (KPIs), and service delivery planning in clse cperatin with the custmer, Oracle Netwrk Grade Supprt creates a tailred, practive supprt slutin precisely addressing the defined gals. A cmprehensive gvernance prcess with detailed dcumentatin and reprting prvides transparency, flexibility, and cntrl. The service delivery plan and the KPIs are reviewed regularly with the custmer thrughut the duratin f the cntract. Anther imprtant service feature is practive technical advice n the custmer s sftware envirnment. Activities can include Infrmatin n Oracle ntificatins, alerts, releases, and patches related t the custmer s Oracle sftware envirnment, including critical patch updates Guidance n Oracle sftware and sftware management peratins Assistance with existing r new supprt tls Cnfiguratin advice n prductin envirnments Prcedural advice n the administratin f Oracle sftware envirnments 6 ORACLE NETWORK GRADE SUPPORT

9 In additin, custmers have the ptin f chsing Oracle Advanced Mnitring & Reslutin Service, which prvides 24/7 practive system mnitring and management, t help reduce the IT peratin team s basic wrklad with practive ntificatin f ptential issues. Mre infrmatin. The service prtfli is tailred t the custmer s needs, and can evlve ver time. Fr example, if the custmer is experiencing frequent unplanned utages, the initial fcus will be n baseline cnfiguratin reviews t detect the issues and bring the number f SRs dwn. Once the system is brught back int stable peratin, there will be mre and mre rm fr practive deliverables and guidance such as advanced diagnstics, patch planning, and systems ptimizatin. TABLE 1. SERVICE FEATURES ORACLE NETWORK GRADE SUPPORT 24/7 advanced supprt team with Technical accunt manager Technical leader Advanced supprt engineers Additinal nsite advanced supprt engineers (ptinal) Tailred service delivery plan and gvernance Dedicated tll-free htline Escalatin management Pririty handling f SRs Practive and preventive technical advice 24/7 Advanced Mnitring and Reslutin (ptinal) SLAs fr respnse, restratin, and reslutin times 7 ORACLE NETWORK GRADE SUPPORT

10 Delivery Architecture Key differentiatrs f Oracle Netwrk Grade Supprt are the prfund prduct expertise and experience f the advanced supprt engineers, and the delivery architecture that lets custmers take advantage f that expertise n matter where they are lcated. Figure 6. Oracle Netwrk Grade Supprt delivery architecture In a very senir rle, the technical accunt manager wns the service delivery plan, and crdinates delivery acrss the custmer s Oracle stack. He r she is regularly at the custmer s site. With deep invlvement in the custmer s day-t-day business, the technical accunt manager has a thrugh understanding f their requirements and can give valuable advice n hw best t address them. The technical leader has the deepest technical expertise n the custmer s platfrm and is the central crdinatr f all technical aspects f the engagement. Sme f the technical leader s respnsibilities are t define upgrade radmaps and patch plans and t arrange knwledge transfer sessins fr the custmer. He r she invlves ther technical resurces as needed, such as Oracle prduct develpment and engineering. Advanced supprt engineers have mre than 10 years f experience in supprting large, cmplex Oracle envirnments. They have accumulated prfund technical expertise acrss the entire Oracle prduct stack, and cnstantly expand their qualificatins thrugh trainings and certificatins. Advanced supprt engineers can deliver their services nsite r remtely, as defined in the service delivery plan. Oracle Advanced Custmer Supprt expertise centers fr specific technlgies such as remte systems mnitring r fr prduct areas such as database r applicatins enhance the custmerassigned resurces as needed. Beynd their individual skill set, advanced supprt engineers access and share best practices wrldwide thrugh a unique knwledgebase, allwing faster issue reslutin, and the implementatin f efficient slutins. Mst issues have ccurred befre smetime, smewhere. The Oracle Advanced Custmer Supprt knwledgebase prvides mre than 500,000 dcuments, grwing by rughly 8,000 new dcuments each mnth. 8 ORACLE NETWORK GRADE SUPPORT

11 Oracle Netwrk Grade Supprt has direct access t Oracle prduct develpment and engineering. This can speed up reslutin times fr critical incidents dramatically, and can help with the develpment f custmerspecific slutins. Service-Level Agreements Given the business-critical nature f the supprted platfrms, Oracle Netwrk Grade Supprt prvides strng SLAs. All rules arund these cmmitments are defined in cntractual dcuments. Any statements in this white paper are fr infrmatinal purpses nly and nt warranted. Oracle s Severity Level definitins are available in the applicable Oracle Technical Supprt Plicies, which may be accessed at Severity Level 1: The prductin use f the supprted prgrams is stpped r s severely impacted that the custmer cannt reasnably cntinue wrk. The custmer experiences a cmplete lss f service. The peratin is missin-critical t the business and the situatin is an emergency. A Severity Level 1 SR has ne r mre f the fllwing characteristics: Data is crrupted. A critical dcumented functin is nt available. System hangs indefinitely, causing unacceptable r indefinite delays fr resurces r respnse. System crashes, and crashes repeatedly after restart attempts. Severity Level 2: The custmer experiences a severe lss f service. Imprtant features are unavailable with n acceptable wrkarund; hwever, peratins can cntinue in a restricted fashin. Each SR that is deemed Severity Level 1 r Severity Level 2 in accrdance with the Oracle Technical Supprt Plicies will be subject t the target times set frth in the fllwing table. TABLE 2. ORACLE NETWORK GRADE SUPPORT SERVICE-LEVEL PERFORMANCE TARGETS Time Severity Level 1 SRs Severity Level 2 SRs Respnse time 15 minutes 15 minutes Restratin time 4 hurs 12 hurs Reslutin time 30 days 45 days If the average final respnse, restratin, r reslutin times fr either all Severity Level 1 SRs r all Severity Level 2 SRs in an applicable calendar mnth is greater than the applicable time(s) set frth in the table abve, custmers shall be entitled t a service-level credit fr such mnth subject t the terms and cnditins set frth in the cntract between the parties. 9 ORACLE NETWORK GRADE SUPPORT

12 Cvered Prducts The list f cvered prducts is cnstantly being expanded. Oracle Advanced Custmer Supprt sales representatives can verify prduct cverage and prvide further infrmatin. TABLE 3. COVERED PRODUCT GROUPS AS OF APRIL 2015 Oracle Cmmunicatins Service Delivery Platfrm Oracle Cmmunicatins Netwrk Charging and Cntrl ACME Packet Oracle Cmmunicatins Diameter Signaling Ruter Oracle Cmmunicatins EAGLE Oracle Cmmunicatins Perfrmance Intelligence Center Oracle Cmmunicatins Plicy Management Oracle Cmmunicatins Subscriber Database Manager Oracle Cmmunicatins Order and Service Management Server Oracle Cmmunicatins ASAP Oracle Cmmunicatins Unified Inventry Management Oracle Cmmunicatins Billing and Revenue Management Oracle Netwrk Grade Supprt als seamlessly supprts predefined slutins built frm eligible Oracle prducts such as Oracle Cmmunicatins Rapid Offer Design and Order Delivery. A prduct-based, preintegrated slutin that allws custmers t accelerate design and delivery f prducts, services, and bundles acrss multiple channels rapidly and accurately. Oracle Cmmunicatins Rapid Service Design and Order Delivery. A prduct-based service fulfillment slutin that lets service prviders rapidly and efficiently design, launch, and deliver any type f service fr any netwrk dmain n a single, cnvergent, scalable platfrm. 10 ORACLE NETWORK GRADE SUPPORT

13 Custmer Case Study Oracle Advanced Custmer Supprt Services is an extensin f ur IT team. The grup is ur trusted partner and cnsultant with telecmmunicatins expertise and intimate knwledge f ur business. With Oracle s supprt, we are nw the leading prvider f prepaid mbile cmmunicatins in the regin. MUHAMMAD YASEEN SENIOR MANAGER, APPLICATION SUPPORT OPERATIONS EMIRATES INTEGRATED TELECOMMUNICATIONS COMPANY PJSC Many custmers arund the wrld rely n Oracle Netwrk Grade Supprt fr their business-critical Oracle platfrm. A clser lk at ne f these engagements may illustrate the capabilities f this service. Emirates Integrated Telecmmunicatins Cmpany PJSC (EITC), listed under the brand name du n the Dubai Financial Market, is a relatively new and rapidly grwing prvider f mbile, landline, data, and internet prtcl televisin services in the United Arab Emirates. du chse an Oracle prduct envirnment fr its IT platfrm. The deplyment f Oracle Cmmunicatins Netwrk Charging and Cntrl enabled nline charging, balance query, and real-time credit management fr prepaid mbile cmmunicatins custmers, resulting in significant increase f market share within six years frm brand launch. du s IT team has strng gals fr the peratin f this business-critical platfrm: Prevent any risk t the business-critical systems; maintain peratin cntinuity and cnstant availability f critical cmmunicatins netwrk systems Enable rapid time t market fr new prducts and services t gain cmpetitive advantage Operate nline prepayment f mbile cmmunicatins services efficiently fr psitive business results Oracle Netwrk Grade Supprt helps du t achieve these gals with a cmprehensive service slutin. A team f nsite and remte advanced supprt engineers with prfund expertise in Oracle Cmmunicatins prducts is assigned t the accunt, and delivers reactive and practive services. A technical accunt manager plans, crdinates, and supervises the service delivery in clse cmmunicatin with the custmer. TABLE 4. ORACLE NETWORK GRADE SUPPORT FOR DU Oracle Netwrk Grade Supprt Deliverables fr du Practive advice, patching, cnfiguratin, and diagnstics. Custmer Benefits High availability and ptimized perfrmance f Oracle Cmmunicatins Netwrk Charging and Cntrl applicatins while reducing the wrklad f the custmer s staff. N unplanned dwntimes since cntract start. 11 ORACLE NETWORK GRADE SUPPORT

14 Oracle Netwrk Grade Supprt Deliverables fr du Assessments and cnfiguratins f the platfrm befre peak perids such as Islam s mst imprtant festivals. Onsite assistance during thse peak perids. Onsite assistance and guidance during hardware and sftware implementatins and upgrades, and during larger change implementatins. Knwledge transfer thrugh hands-n assistance and targeted technlgy wrkshps. Custmer Benefits Ability t accmmdate extreme usage increase, allwing flawless end user experience and strng revenue grwth. A safety net fr du s in-huse staff, prviding peace f mind. Fast time t market accrding t plan fr innvative mbile cmmunicatins fferings with Oracle Cmmunicatins Netwrk Charging and Cntrl. Skills enhancements. Effective use f the Oracle prducts features and functins t achieve psitive business results. Implementatin f the supprt slutin fllwed a detailed methdlgy, addressing du s immediate pririties first. Quarterly reviews f KPIs prvide transparency and cntrl, and allw fr flexible adjustments as needed. Oracle Netwrk Grade Supprt is a cmprehensive supprt slutin fr du, prviding the stability and security they need fr their business-critical platfrm as a fundatin fr their cmmercial success. Cnclusin Sme industries rely mre n IT and netwrk infrastructures than thers. Where a mre sphisticated platfrm, mre-efficient peratin, and higher perfrmance can bring the decisive cmpetitive advantage, custmers need t keep that platfrm safe. Oracle Netwrk Grade Supprt is a high-end service ffering specially designed fr these scenaris. Fully cmmitted and specialized engineers detect and mitigate risks befre they can becme issues, and help their custmers t make the mst f their investment in Oracle prducts t achieve their business gals. 12 ORACLE NETWORK GRADE SUPPORT

15 Further Infrmatin Glssary TABLE 5. GLOSSARY Acrnym/Term KPI My Oracle Supprt ROI SLA SR TCO Descriptin key perfrmance indicatr Oracle s 24/7 web-based custmer supprt systems return n investment service-level agreement service request ttal cst f wnership Links Oracle Advanced Custmer Supprt Oracle Premier Supprt Data Sheet: Oracle Netwrk Grade Supprt Data Sheet: Oracle Slutin Supprt Center Oracle Cmmunicatins Slutins Oracle Custmer References 13 ORACLE NETWORK GRADE SUPPORT

16 Oracle Crpratin, Wrld Headquarters 500 Oracle Parkway Redwd Shres, CA 94065, USA Wrldwide Inquiries Phne: Fax: C O N N E C T W I T H U S Fr mre infrmatin abut Oracle Advanced Custmer Supprt, visit r cntact acsdirect_us@racle.cm Cpyright 2015, Oracle and/r its affiliates. All rights reserved. This dcument is prvided fr infrmatin purpses nly, and the cntents heref are subject t change withut ntice. This dcument is nt warranted t be errr-free, nr subject t any ther warranties r cnditins, whether expressed rally r implied in law, including implied warranties and cnditins f merchantability r fitness fr a particular purpse. We specifically disclaim any liability with respect t this dcument, and n cntractual bligatins are frmed either directly r indirectly by this dcument. This dcument may nt be reprduced r transmitted in any frm r by any means, electrnic r mechanical, fr any purpse, withut ur prir written permissin. Oracle and Java are registered trademarks f Oracle and/r its affiliates. Other names may be trademarks f their respective wners. Intel and Intel Xen are trademarks r registered trademarks f Intel Crpratin. All SPARC trademarks are used under license and are trademarks r registered trademarks f SPARC Internatinal, Inc. AMD, Optern, the AMD lg, and the AMD Optern lg are trademarks r registered trademarks f Advanced Micr Devices. UNIX is a registered trademark f The Open Grup Oracle Netwrk Grade Supprt April 2015 Authr: Birgit Kreuz Cntributing Authrs: Anil Gaur, Adam Machnicki, Salah Naciri, Cynthia Kittelsen

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