Oracle has introduced new offerings designed to help customers get more value from Oracle Fusion SaaS applications, including Fusion ERP, EPM, HCM, Supply Chain, Manufacturing, Sales and Service.
“As the software industry moves to the cloud, our application support offerings need to become more agile and responsive,” said Oracle CEO Mark Hurd. “We need to provide our SaaS customers with everything they need for rapid low-cost implementations and a successful rollout to their users. In response to those needs, we are announcing that our highest level service, Oracle Platinum-Level Support, will now be provided to all of our Fusion Oracle SaaS customers at no extra cost. In addition, we are also announcing a new set of Custom Support Services that can be flexibly tailored to the particular requirements of any individual customer.”
With this announcement, Oracle SaaS applications customers will be able to take advantage of the new SaaS Support Services at no extra cost. The base-support package features 24/7 rapid response technical support, proactive technical monitoring, success planning and adoption guidance, and a new digital experience platform for on-demand education resources.
Oracle has also launched a set of Advanced Services, which enable SaaS customers to gain a deeper level of support and customized services based on their specific business requirements. These tailored offerings can be added as and where needed, enabling the customer to choose which services they buy instead of being charged for bundled services they may not want or need, according to Oracle.
Large SaaS vendors currently upsell customers on premium support, charging for faster response times, dedicated support and rarely utilized services within premium support packages. In contrast, Oracle says, its SaaS Support Services will be offered free of charge to Oracle SaaS customers including cloud Enterprise Resource Planning, Supply Chain, Human Capital Management, Marketing, Sales, Service and Commerce customers.
Oracle SaaS Support Services will include 24/7 technical support; dedicated implementation support; proactive technical monitoring; education on-demand; and a customer success portal.
Oracle Advanced Services will include additional tailored services and certified resources.
For complete details, visit www.oracle.com.