1. Support Account Management
Executive Summary
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2. Oracle Support Account Management - Executive Summary
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Customers have told us they want a trusted advisor to proactively share best practices, help them to
implement these best practices, and make recommendations to avoid risks. The Support Account
Manager brings to the table not only their experience and insights with Oracle Support best
practices, they also have access to lessons learned by other large, complex customers.
Oracle realizes your solutions go through a dynamic lifecycle with many systems being at varying
stages at any given point in time. We can help develop roadmaps for your solutions, ensuring that
you are taking advantage of Oracle’s Lifetime Support Policy. We work to do this across your entire
product footprint to ensure that your key business systems are operating as optimally as possible and
that any operational risks are mitigated as quickly as possible.
We strongly believe that this level of engagement and partnership will drive mutually beneficial
results. As with all partnerships, we can’t succeed without your help…
This executive summary will explore the role and goal of your Support Account Manager, the
desired strategic relationship and some high-level Oracle Support best practices.
Support Account Manager (SAM) Charter:
Establish and maintain a strategic business relationship with our most important customers.
GOAL:
Maximize the value from the investment in Oracle solutions by enabling your key business
objectives throughout an evolving lifecycle.
THE SUPPORT ACCOUNT MANAGER (SAM) ROLE:
An investment in your success!
Oracle assigns a Support Account Manager to be your primary point-of-contact within the
Customer Services organization.
The Support Account Manager establishes and maintains key relationships within your IT and
Business functions. As an advocate within Oracle, the Support Account Manager will work to align
your business objectives with solutions from Oracle. By fully leveraging the breadth of capabilities
within Oracle’s Services framework, customers can optimize their Oracle systems and drive ever
more value for their organizations.
The Support Account Manager provides proactive advice & guidance in addition to sharing best
practices for implementing and supporting Oracle solutions. They leverage experiences gained from
other Oracle clients around the globe, many of whom may be facing similar challenges.
The SAM role covers a wide variety of topics and interactions as outlined below, but the primary
goal is to orchestrate the Premier Support Services available to <CUSTOMER> and to improve
and streamline <CUSTOMERS>’s engagement with Oracle Support.
Provide Leadership across All Oracle Support Services
 Act as virtual team leader for Oracle Support personnel operating within an account
 Drive internal planning and coordinate resources
 Collaborates proactively with our most strategic customers.
 Drives customer success and satisfaction through regular customer interaction and
coordination of services.
 Provides guidance to mitigate risk and maximize the value of your investment in Oracle
solutions.
 Act as a ‘trusted advisor’, focused on <CUSTOMERS>’s success

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Manage Support Relationships across the Entire Oracle Footprint
 High-touch coverage
 Define and execute support account plan based on customer’s goals and objectives
 Ensure customer’s systems are stable and supportable; customer is current on latest updates,
upgrades
 Manage executive escalations and drive critical communications
 Measure and review progress quarterly with customer
Engage Proactively to Help Avoid Problems and Increase Business Value
 Educate customers on how to fully leverage the Oracle Support portfolio
 Accelerate adoption of proactive tools and processes
 Advise and assist customers on adoption of best practices
 Drive increased business results through better hardware and software utilization,
productivity
Desired outcome of my actions
 Increased customer satisfaction with Oracle Customer Support Services, the Account Team,
and the SAM role
 Execution of the Support Account Plan in collaboration with the customer
 Increased customer adoption of proactive support tools and processes
STRATEGIC BUSINESS RELATIONSHIP
Customer success is the primary focus of Oracle Customer Services. Oracle intends to continue to
invest in the post-implementation services portfolio, as this is the place where we can have the
greatest impact on customer cusses while maximizing Oracle shareholder return.
To improve our strategic relationship and be recognized as a trusted advisor, the engagement of our
Support Account Manager must be pro-active and provide recognizable value rather than the
traditional “break/fix” engagements of most services organizations. The Support Account Manager
will help you to realize greater value from your Oracle investments by increasing software utilization,
improving supportability of solutions, and reducing the total-cost-of-ownership (TCO) across the
entire product lifecycle.
As you know, Oracle Customer Services is one of the largest, most comprehensive customer
services organizations in the world with an unmatched global reach. Your Support Account
Manager can facilitate effective communication with the right teams within Oracle to meet your
needs.
Your feedback on Oracle solutions drives the future direction of our products and services. The
Support Account Manager will work with your teams to collect feedback and direct it to the
appropriate team within Oracle.
If you experience a mission critical issue requiring executive level escalation, your Support Account
Manager will also work with your executive team to manage and accelerate a resolution.

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Leadership
We all demonstrate leadership by aspiring to the
vision and drive for our organization. We
promote teamwork and courage, and believe in
accountability for our results. We are
responsible for our employees, our colleagues,
our organization, and our business.
Customer Success
Our customers’ success is our success. Our top
commitment to the company is to ensure
customer success. We enable our customers’
success through engaging, partnering and
driving to achieve their desired outcomes. We
listen to our customers, set appropriate
expectations, and help them excel in their
capability to prosper.
Integrity
We always conduct business with our colleagues
and customers with the highest ethical standards,
trust, and respect. We do what we say we are
going to do and treat others with dignity and
respect. We strive to support open
communication, empowerment and trust. We
continue to build a culture that understands what
is acceptable and what is not. We will never
compromise on the issue of integrity.
Excellence
We deliver exceptional and inspired results for
the business both today and tomorrow. We
contribute fully and make a difference,
remaining agile and embracing innovation in an
ever-changing market environment and
continuously strive to work smarter to improve
the performance of our businesses.
TECHNICAL SUPPORT POLICIES
The Oracle Technical Support Policies page provides access to all of Oracle's support policy
documentation. This is the location where you can find the latest Support Terms and Support Level
information.
Oracle Software Technical Support Policies
http://www.oracle.com/us/support/library/057419.pdf
Oracle Hardware and Systems Support Policies
http://www.oracle.com/us/support/library/hardware-systems-support-policies-069182.pdf
Oracle Hardware Warranty
http://www.oracle.com/us/support/library/oracle-hardware-warranty-069192.pdf
Oracle Exadata Technical Support Policies
http://www.oracle.com/us/support/library/exadata-technical-support-policies-069177.pdf

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LIFETIME SUPPORT POLICIES
Premier Support
Delivers full system support for your Oracle hardware, operating systems and applications
software with an upfront, minimum five-year support commitment that helps you plan and
budget.
Extended Support
Offers an additional three years of support for select Oracle software and operating systems for
an additional fee so you can effectively manage your upgrade strategy.
Sustaining Support
Provides investment protection with unlimited support for Oracle software and operating
systems. Features include access to online support tools, knowledge base, pre-existing fixes, and
assistance from Oracle technical support experts.
SUBMITTING A WELL FORMED SERVICE REQUEST
The process for opening up a Service Request is straight forward, but to ensure that it is assigned to
the right support engineer it is important to follow some of these best practices. Incorrect
information or product selection could delay assignment to the proper support team and engineer.
 Provide a comprehensive description of the issue
 Ensure that the business impact is described in detail
 Diagnostic data is a vital element of your Service Request as it will help expedite analysis
and diagnosis of critical errors
 Verify that the Severity Level is set appropriately and accurately represents the business
impact
When logging your Service Request a best practice right up front is to provide as much detail as
possible about your issue.
Another best practice, when you are submitting your issue - include a statement that outlines the
business impact of the issue. If you can include the financial impact of the issue and quantify that

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impact it is extremely helpful should there be some question later in the course of the Service
Request. This information particularly helps us drive the priority of the issue with Product
Development.
Let us know within which environment you are experiencing the problem. Is it Production?
Development? Test? If you have encountered an error outline all message numbers and include the
exact text.
When you submit your Service Request, verify that the Severity Level was appropriately set and does
represent the business impact of your issue. If this is not the case, then customers should
immediately update the Service Request, letting the Support Engineer know that the Severity was
not correctly targeted and needs to be changed.
GUIDELINES TO MATCHING SEVERITY LEVEL TO BUSINESS IMPACT
Severity
Level
Business Impact
Technical Impact
1st Response Update
Frequency
Guidelines
Resolution
Time
Severity
Level 1
Mission Critical
Business Impact
< 1 Hour
(Telephone
Preferred)
Continual
Updates
24x7
Co-Owned
Severity
Level 2
Serious
Business Impact
Communication
Preference
Multiple Updates
24-48 Hrs.
Co-Owned
Severity
Level 3
Minor
Business Impact
Communication
Preference
Updates
2-3 Business Days
Co-Owned
Severity
Level 4
No
Business Impact
Communication
Preference
Updates
3-5 Business Days
Co-Owned
ESCALATION PROCESS
If you have an issue regarding a Service Request and you feel that you aren't receiving the necessary
attention, please feel free to use the following escalation process.
An escalation is the process of bringing the customers issue to Oracle Support management’s
attention. A Severity assignment is the process of ensuring that the severity level matches the
customer’s business / technical impact.
Severity increases and Sev1s are not escalations. Some customers have a misunderstanding that
requesting a Severity 1 in their Service Request is the same as escalating the issue. This leads to quite
a bit of frustration for our customers. They think that their issue is escalated, only to find that no
movement has occurred. The issue with just updating the Service Request is that our Support
Engineers work a queue of Service Requests and may not see your update in a timely manner.
Updating the Service Request is just a first step in following the standard Escalation process.

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Escalation Process Explained - A best practice in the escalation process begins with an update to the
Service Request. Customers should include a statement that outlines the business impact of the
issue.
 Reason for escalation, including business impact of the problem that requires escalation
 Business or implementation milestone, critical date(s) (milestone date or resolve by date),
along with the type of business or implementation milestone
 Name of the person requesting the escalation, contact information: phone number, pager,
email address
 Service Request Escalation Owner callback requested? (Yes or No)
Call US: 800 223 1711 (Oracle)
www.oracle.com/support/contact.html
Request that you would like to speak to the Escalation Manager for your open Service
Request. Customer Care will identify and notify the appropriate Escalation Manager for callback.
During this discussion, you can communicate your concerns and the Escalation Manager will take
necessary action.
Do not hang up with an Escalation Manager until:
1. You know their name
2. Have their contact information
3. Have an agreed upon action plan
DISCOVER more about Support Best Practices
http://www.oracle.com/us/support/best-practices/overview/index.html
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