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Oracle SaaS Support Services

Oracle SaaS Support Services
Oracle Raises the Bar with New SaaS Support Services

Oracle’s new platinum-level support services offer huge value—at no extra cost.

Oracle SaaS Support Services

Oracle has raised the bar on SaaS support by offering a platinum-level of service for everyone—for free. Many of our competitors upsell SaaS service offerings and call them platinum, premium, or premier. In essence, they charge you for faster response times, education, and business support. Oracle’s approach is the opposite—we believe these kinds of services are table stakes. Our goal is to provide everything you need across IT and business to have seamless adoption of Oracle SaaS products and reach business value faster. For all business destinations, we are your bridge to success.

Getting to Your Future Destination

Our complimentary platinum-level services are the new standard across all Oracle SaaS products. With benefits such as named support engineers during implementation, more than 2,000 free education topics, proactive monitoring and outreach, success planning tools, and access to business and technical expertise, your route to success has never been so supported. Oracle SaaS Support Services help you bridge the gap between the promise of success and the realities of execution.

Your Business, Your Choice

Your business is unique; it has its own requirements and infrastructure. Oracle understands that there are times when you need more assistance; expert guidance and support can help you get to the next level. You also need choice. You don’t want to be limited to choosing from bundled service options where you may not use everything you pay for. For those situations, we’ve designed a suite of advanced services to provide a deeper level of support as well as the ability to customize services based on your business needs.

We understand SaaS and all the complexities that you face in that environment. We are with you throughout your entire journey. We have the data to drive the right insight and action, along with the tools to help you maximize effectiveness. Our technical, product, and domain expertise will advise, guide, and support you in taking the right steps to reach your destination. You have the choice of the services you need to build your bridge to success.

Game-Changing Oracle SaaS Support Services

See How Oracle Compares

  Oracle Platinum-Level Salesforce SAP Workday
Technical Support        
Technical Support via Live Chat Yes No Yes Yes
Severity 1, with 24/7 Coverage Yes No Yes Yes
Response SLOs—Severity 1 15 minutes 2 business days 1 hour 1 hour
Response SLOs (business hours):
Severity 1 = 15 minutes, 24x7
Severity 2 = 2 hours
Severity 3 = 3 hours
Severity 4 = 8 hours
Yes No No No
Specialized Implementation Support Yes No No No
Product-Certified Engineers Yes Yes No No
Standard SR Dashboard Yes No Yes Yes
Online Case Submission Yes Yes Yes Yes
Phone Case Submission Yes No Yes Yes
Business Support
(Nontechnical questions)
Business Help via Live Chat Yes No Yes No
Success Planning Yes Yes Yes No
Community Engagement for Best Practices Yes Yes No Yes
Proactive Account Monitoring Yes No No No
Proactive Lifecycle Engagement and Communication Yes Yes No No
Essential Education        
On-Demand 24/7 Digital Training Yes Yes No No
Guided Learning Starter Pack Yes Yes No No
Cloud Quick Start—Live Events Yes No No No
Course Hero
Customers Anticipate Oracle SaaS Support Services
Vendors should offer services that I can tailor to exactly what I need to succeed—rather than only provide preset options. My time is limited, and I can’t afford to spend it on noncritical tasks. Both the services and the service selection process for the SaaS apps I use need to be efficient and flexible.
—Emily Schickli, Growth Marketing Manager at Course Hero
Customers Anticipate Oracle SaaS Support Services
We have a good relationship with Oracle and get a lot of value out of Oracle SaaS solutions. We have more than 100 users of Oracle tools and having a single location for relevant information and free education resources will allow us to use these tools in a more effective, productive, and successful way.
—Robert Sukharev, Manager—Email Tools and Services, Digital Product Team, Information Technology, AIG
Texas A&M University
Customers Anticipate Oracle SaaS Support Services
I love that training will be free. We’re not utilizing the full functionality of Oracle Service Cloud and having training opportunities available to help administer the system will benefit both Texas A&M University and Oracle. If we’re utilizing the product to its full functionality, we’ll be more satisfied and feel more confident that we’re getting a good return on our investment.
—Peggy L. Carey, Director, Student Business Services, Texas A&M University
Zebra Technologies
Customers Anticipate Oracle SaaS Support Services
We have a solid customer support and training model in place with our Oracle Customer Success Managers during US business hours. But for my counterparts in other countries, sometimes there might be a delay due to time zones or language barrier challenges. Having a centralized location for “always-on” customer support and training for them to utilize outside of non-US business hours is fantastic. Equally as exciting is the possibility for those users to have the ability to engage with Oracle Social Cloud users in their own countries and languages not just for support, but also to brainstorm and swap ideas on what’s worked or not worked for them.
—Sally-Anne Kaminski, Manager, Global Social Media Strategy, Zebra Technologies

Safe Harbor Statement
The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.