ORACLE SYSTEMS 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. 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 operational
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. 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. 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. 2 ORACLE SYSTEMS OPTIMIZATION SUPPORT
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. 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. 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 Deliver final report and recommendations 3 ORACLE SYSTEMS OPTIMIZATION SUPPORT
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. 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. 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. 4 ORACLE SYSTEMS OPTIMIZATION SUPPORT
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. 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. 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 diagnostics for the high-risk issues. The result is maximum availability of your critical 5 ORACLE SYSTEMS OPTIMIZATION SUPPORT
production environment. 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. 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. 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. Collect and analyze configuration information from your current system Identify supportability design recommendations based on Oracle support best practices 6 ORACLE SYSTEMS OPTIMIZATION SUPPORT
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. 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. 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. 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 7 ORACLE SYSTEMS OPTIMIZATION SUPPORT
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 US For more information about Oracle Systems Optimization Support, visit oracle.com/acs, e-mail us at acsdirect_us@oracle.com, or call +1.800.ORACLE1 to speak to an Oracle representative. C O N N E C T W I T H U S blogs.oracle.com/oracle facebook.com/oracle twitter.com/oracle oracle.com Copyright 2014, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only, and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document, and no contractual obligations are formed either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission. Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners. Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered trademark of The Open Group. 0115 8 ORACLE SYSTEMS OPTIMIZATION SUPPORT