Service – The Second “S” in SaaS!

January 9, 2024 | 7 minute read
Neil Mohammed
Principal SaaS Cloud Technologist
Keith McAdoo
Master Principal SaaS Cloud Technologist
Mike Iserman
Senior SaaS Cloud Technologist
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In recent years, cloud computing and Oracle Cloud Applications have revolutionized the world of enterprise software applications. Businesses and organizations using Oracle Cloud Applications can be assured that they will always have a state-of-the-art solution without having to manage traditional operational aspects of application administration. With availability commitments, superior technology, automated administration, and continuous innovation, customers are now free to focus on the business side of their applications to allow their businesses to thrive. And by using Oracle as a strategic partner, our customers can then do what they do best: provide world-class service and products to their own customers. The following are just some of the many service benefits that are a part of Oracle Cloud Applications. 

Performance

When subscribing to a cloud service, one important thing to customers is that the service will always be available. Oracle’s commitment to availability is backed up with a Service Level Agreement (SLA) of 99.9% for service availability or target service uptime. This is outside of any required downtime for maintenance. Over the years, Oracle has led the industry in increasing our availability SLA as we continue to improve our processes and the underlying technology in the Oracle Cloud. Oracle even offers service level credits if this SLA is ever not being met. Not only does Oracle provide this SLA, but we also provide transparent analytics that allow our customers to monitor their cloud services.

Oracle can do this because Oracle Cloud Applications run on state-of-the-art, Oracle Cloud Infrastructure (OCI). Every component of the underlying technology stack that powers Oracle Cloud Applications is an industry leading Oracle component that is continuously updated, maintained, and enhanced. It is Oracle’s superior technology that allows us to consistently meet and exceed the SLA guarantee the majority of the time. 

With Oracle Cloud Applications, Oracle is responsible for all aspects of environment sizing as well as continuous monitoring against performance thresholds. If additional resources are needed, they are easily added. Plus, security monitoring, disaster recovery, and compliance monitoring are additional examples of components Oracle continuously enhances to improve the solution for the benefit of customers.

The bottom line is that application business users just want a solution that works, and they want it to be fast. They want to know that they can enter data, view analytics, and execute their business processes. While business users may not care about an optimized caching algorithm used by an individual apps tier component, rest assured that items like this are constantly being examined, fine-tuned, and improved behind the scenes as part of the overall solution performance. 

Continuous innovation

CI

Oracle now invests over $8.6B annually on Research and Development (R&D), and this number continues to grow every year. Oracle’s R&D focuses on improving every aspect of Oracle applications, infrastructure, and other technology such as artificial intelligence (AI). This includes work from Oracle Labs, which includes 200 PhD scientists who are all focused on providing the best possible technology for Oracle customers. 

And innovation is not only focused on technology. It is focused on improving business functionality as well. 80% of new Oracle Application functionality comes from customer requests.  And many of these are now being identified through a streamlined enhancement submission process available through the Oracle Cloud Customer Connect Community that customers can access.

Service updates

Continuous innovation at the application level is delivered through an update process that delivers new business functionality at least quarterly for most applications and as fast as monthly for others. With every update, customers receive additional value from their Oracle investment through new innovations and the rollout of emerging technology.

Service updates

And because customers cannot afford to have their critical business applications out of service, reducing the downtime needed for service updates and maintenance is also a top priority.  Application update time is continually being reduced through technology improvements across the Oracle Applications technology stack.

Administration

Keeping the applications running optimally is another key service component of Oracle Cloud Applications. Customers no longer need to have teams of database and system administrators maintaining the applications and the underlying technology stack because the Oracle Cloud Application architecture provides automated administration services. Security patching is automated. Updates and maintenance to all layers of the Oracle Cloud Infrastructure (OCI) technology stack are automated. And uptake of new OCI technology stack features is also fast and automated. 

But aside from administration provided by Oracle, there are also aspects of administration performed by customers. For customers to perform administration, Oracle has created an Oracle Cloud Console that customers will have access to. From there, customers can initiate provisioning, view notifications, access compliance reports, monitor application uptime, configure Single-Sign On (SSO), manage environment refreshes, and perform other activities as well. Furthermore, the console is a tool that was recently designed and the rollout of it is another example of continuous innovation that Oracle provides across Oracle Cloud Application Infrastructure.

Within the applications, customers manage all aspects of user account authentication and authorization. Much of this is performed using the application Security Console where other security options can also be configured. And finally, there are many options within the applications that customer administrators can control such as auditing, page layouts, application configuration, etc.

Support

To ensure that customers can leverage their Oracle Cloud Applications effectively, Oracle Platinum-level support is included with purchases of Oracle Cloud Applications. Platinum-level support consists of:

  • 24x7x365 web support
  • 24x7x365 telephone support
  • 24x7x365 knowledge base access
  • Proactive service request monitoring
  • Oracle University training
  • Diagnosis of problems or issues
  • Reasonable efforts to resolve reported and verifiable errors
  • Support during change management activities
  • Full backing from all parts of Oracle Corporation including development, operations, and engineering
  • 24x7x365 access to extensive documentation resources including the following:

Oracle Cloud Customer Connect is a premier online resource for customers and partners. It is a place where customers can collaborate with others to resolve challenging business problems, share artifacts, and exchange content. The Oracle Development and Engineering teams leverage Oracle Cloud Customer Connect to deliver information to customers. They do this by sharing videos, hosting webinars, and posting documentation all in the interest in making customers as successful as possible with their Oracle investment. 

In addition to Oracle support and development engineers, Oracle also provides Implementation Support Leads (ISL) to improve the overall customer experience during implementation. ISLs collaborate with customers, Oracle Support, and customer implementation partners to ensure successful go-lives.

Implementation guidance

Finally, because so many businesses and organizations are successfully using Oracle Cloud Applications, a growing ecosystem of experts now exists to guide customers on their Oracle Cloud Applications journey. This ecosystem includes both Oracle Consulting Services (OCS) and external Oracle partner firms. 

Oracle Consulting Services (OCS) provides subject matter experts who have implemented Oracle Cloud Applications before and can assist customers that are implementing their Oracle Applications.

Similarly, customers can also choose to work with a vast network of third-party Oracle Partners for their Oracle Cloud Applications implementation. With Oracle Consulting Services, customers can leverage the expertise of partners who have already implemented Oracle Applications and can make implementations as smooth and optimal as possible. 

There are many benefits to leveraging any of this expertise rather than reinventing the wheel on your own and incurring the associated costs. Customers are encouraged to leverage these resources for a successful Oracle Cloud Applications implementation. 

In summary

While this is a brief overview of the many services included with Oracle Cloud Applications, it outlines another way that Oracle makes customers successful. With included services such as maintenance, administration and the rollout of continuous innovation, Oracle Cloud Applications provide customers with a comprehensive and easy-to-use solution that allows businesses to focus on what they do best – being number one in their fields. 

Finally, don’t just take our word for it. Look today at the many leading businesses that have chosen to make Oracle Cloud Applications a pillar of their operational business strategy. To learn more about how Oracle can help you on your own business journey, please reach out to us anytime through your Oracle Applications sales team. 

Contact Oracle Sales

And for additional information on Oracle Cloud Applications, be sure to check out any of the following:

Oracle Cloud Applications

What is SaaS (Software as a Service)

Oracle Cloud Applications on Oracle Cloud Infrastructure

 

The authors are members of Oracle’s North American Applications Advanced Technology team, dedicated to helping customers modernize their businesses through technical innovation. They provide subject matter expertise and vision on SaaS, platform technology, operations, and data management.

 

Neil Mohammed

Principal SaaS Cloud Technologist

Keith McAdoo

Master Principal SaaS Cloud Technologist

Mike Iserman

Senior SaaS Cloud Technologist


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