Transactional Support vs. Assisted Services
By cwarticki on Oct 02, 2007
My objective is to uncover the differences between the two
topics. During my travels
speaking at conferences, marketing events, user groups and 1-on-1 with
companies, the subject of support will arise. Most often, expectations surrounding Support haven't been
understood, set, nor communicated. A
lot of perceptions exist. A lot of assumptions are made. We know what happens
Historically, support entities and helpdesk businesses were
created as error-correction support.
Loosely translated, Here's my error.
What does it mean and how do I fix it? Technical support has morphed itself into mini-consulting,
mini-implementors, and mini-advisors.
Does Support implement, integrate, install, migrate, and upgrade
software for a living? Answer: No, we
don't. Then, what does support do? Answer: Support TROUBLESHOOTS each of
those activities, and in doing so troubleshoots them transactionally. That
means, one technical issue per Service Request. Each of those transactions presents itself to Support differently
for each and every customer. Thousands of integration points separate customer
A from customer B. Support engineers
work on teams that are specialized, skilled and broken down by products,
functions and features.
The statement I often make is, Support is not an
implementor and integrator. That is
best left to professionals who perform those activities mentioned, for a
living. Do we have content solutions in
each of those areas? Yes, Support does. Our Support portals have hundreds of thousands of solution documents that were created as a result of data-mining those transactions. Find it once. Fix it for many. That's one of Support's philosophies.
Are you aware that Oracle Support has a professional services offering? It is called Advanced Customer
Services. This successful line of
business is part of the Support Portfolio.
It has many benefits and customers that leverage it, like it, and use it
is called Assisted Services.
Contracting with ACS allows our customers to augment their staff with
knowledgeable, talented and experienced staff who have performed those
functions mentioned for a living.
Onsite. Side-by-side. Hand-in-hand.
Need help upgrading dozens of instances? Get ACS involved. Need a
Performance Assessment on your environments? How about a
Disaster Recovery Assessment? Upgrades?
Migrations? Security CPU's? Knowledge
transfer on technology topics? Contact ACS.
Advanced Customer Services are the professionals from Oracle
Support that put their collective experience to work in the field. They are
incredible! Bring them in according to
your business needs and pay as you go.
In comparision, if you wanted to perform those types of
activities you can decide not to use ACS.
You can rely on Premier Support and Support is there to help you. Reminder, this assistance occurs transactionally. Performing those types of activities can
result in many Service Requests being opened.
The best support is no Service Request.
Sure, Support has an extensive knowledge base and wealth of similar
experiences, but that connection ends once that particular transaction is
Ask yourself, How often am I including my account team and
other services from Oracle to the planning table? What options exist? How
can Oracle help you? Bring the
Advanced Customer Services team to that table and proactively prevent Service
Requests from being logged. Plan for success, not for escalation.
Oracle Support is an awesome maintenance organization. Once your environments have been setup,
configured and tuned properly, Oracle Support is there to assist.Oracle Support is always available to assist.
For now, know what options exist. Next time, remember Advanced Customer Services (ACS). Invite
Oracle to your planning table. Plan for success, not for escalation.
customer support and superior support experiences.