By Richmiller-Oracle on May 22, 2012
I was just sent this IDC whitepaper and read it. I thought it was pretty good, so I am passing it along...
It is officially titled, "The Business Value of Proactive Support Services"
It does a good job of covering the type of services one should expect from any company, and does a good job of giving the overview and a few cases studies of how Oracle does it. Seemed like a fair understanding and might be useful to understanding how your team should look at proactive services (with Oracle or with any vendor).
The whitepaper also has a video and some more resources (one of which requires your Oracle SSO to view)