TechBlue Advanced Support

Transcription

1 TechBlue Advanced Support Advanced Oracle Support and Services Portfolio GSA Schedule 70: GS-35F-0588V

2 KEY BENEFITS Allow your staff to focus on core IT business issues Streamlined issue resolution Formal Incident Management methodology Reduced risk of downtime and service interruption Reduced cost over traditional support models Proactive strategic and technical guidance Now more than ever, production systems require a blend of resources to proactively manage and reactively respond to challenges and opportunities inherent to operations. TechBlue provides a level of service designed for collaboration, guidance and support of mission-critical systems and solutions, including applications, databases and middleware. Advanced Oracle Support Designed to reduce time and money, and to maximize the functionality, availability and scalability of critical systems, TechBlue Advanced Oracle Support consists of four complimentary offerings: TechBlue Incident Management TechBlue Support Team TechBlue Solution Manager TechBlue Innovation Center Cloud-based research and development environments Strategic, technical and organizational consultation services 24 x 7 x 365 ITIL-based Incident Management Services Dedicated, certified technical support professionals

3 ORACLE INCIDENT MANAGEMENT High availability with 24x7x365, mission-critical issue response and resolution KEY BENEFITS 24x7x365 Incident Management Toll-free 1800 number access ITIL-based Incident Management process Dedicated support team that knows client environments Monthly, quarterly and yearly performance metrics Proactive and preventative advice Tiered support streams ensuring critical issues receive priority Innovation Center replication of client environments High-performing systems and solutions are critical to operational excellence, which is why TechBlue delivers comprehensive solution support and incident management services. A team of dedicated support professionals stay deeply familiar with client systems and operational objectives to quickly respond to incidents, and deliver proactive recommendations that improve business solutions. As a member of the Oracle Partner Network TechBlue leverages advanced diagnostic tools and technologies to resolve issues and implement lasting changes to Oracle solutions, resulting in greater system performance and availability.

4 ORACLE SUPPORT TEAM Dedicated, production-critical day-to-day system and solution support KEY BENEFITS Dedicated, vendor-certified, onsite and offsite personnel Issue identification and resolution Issue avoidance with proactive issue identification and resolution Reduce IT costs Reduce resolution time by having dedicated personnel available Flexible support configurations for off-hours, weekends and holidays TechBlue dedicated support professionals provide strategic and tactical expertise to support mission-critical environments, systems and solutions. Led by an Oracle Solution Manager, our dedicated team delivers comprehensive issue identification, resolution and proactive guidance to maintain optimal system availability, scalability and performance. Our personnel develop customized support portfolios to ensure effective response to opportunities and challenges, and follow proven solution development methodologies to deliver new and enhanced capabilities that increase mission success.

5 ORACLE SOLUTION MANAGER Strategic, tactical and organizational consultation on Oracle solutions and software KEY BENEFITS Allow your staff to focus on core IT business issues The Oracle Solution Manager serves as the primary point of contact and expertise for TechBlue Oracle clients. Front-line strategic, tactical and organizational advisory Streamlined issue resolution services ensure client solutions continue to meet mission- Formal Incident Management critical objectives and requirements. methodology Reduced cost over traditional support models Proactive strategic and technical guidance TechBlue methodologies facilitate periodic reviews to proactively identify potential challenges and exploit opportunities, and drive recommendations based on Oracle best practices. Proactive opportunity analysis In conjunction with a dedicated Oracle Support Team, and strategic recommendation TechBlue is ensuring robust, value-producing Oracle implementations.

6 TECHBLUE INNOVATION CENTER Cloud-based, scalable research, development and staging environments KEY BENEFITS Realistic incident replication Solution development, testing and approval Dedicated POC environment for proactive recommendation R&D Increased familiarity with client environments and solutions Cloud scalability and flexibility to adapt to new client objectives Increased incident resolution speed Reduced customer risk As a strategic and tactical component of TechBlue Advanced Support, the Innovation Center enables our support team to maintain close familiarity with customer technologies by simulating environments, solutions and software. The Innovation Center enables faster incident resolution by enabling realistic incident simulation in replicated environments. Solution impact risk is reduced through comprehensive testing and simulation prior to client environment implementation. In conjunction with proactive guidance and recommendations, proofs of concepts are developed and demonstrated to customer stakeholders for evaluation, planning and implementation.

7 SUPPPORTED ORACLE PRODUCTS Middleware Application Server, Business Analytics, BPM, Cloud Application Foundation, Content Management, Data Integration Identity Management, SOA, Oracle Social Network, Transaction Processing, WebCenter, WebLogic Engineered Systems Oracle Big Data Appliance, Oracle Database Appliance, Oracle Exadata Database Machine, Oracle SuperCluster, Oracle Data Loss Recovery Appliance Java Java Platform Enterprise Edition, Oracle Java SE Advanced, Oracle JRockit, NetBeans IDE Database Oracle Database 10 / 11 / 12, Advanced Analytics, Database In-Memory, Database Security, Data Guard, GoldenGate, MySQL, OLAP, Real Application Clusters, Secure Backup, Spatial and Graph Applications Customer Experience, Enterprise Resource Planning, Human Capital Management, Supply Chain Management, Oracle Policy Automation Operating Systems Oracle Linux, Oracle Solaris ENGAGING TECHBLUE ADVANCED SUPPORT TechBlue Advanced Support can be delivered in as little as thirty days, getting you the support you need quickly

8 WHY TECHBLUE ADVANCED SUPPORT From a vendor perspective, license and maintenance costs represent significant income. However from a customer perspective they represent significant cost. More and more companies are expressing dissatisfaction with the cost of support from product vendors. In some cases vendors are generating over 90% operating profits. Improving operational efficiency requires a new support model focused on expanding innovation, reducing costs, improving performance, and eliminating limitations associated with tying vendor software with support. With TechBlue Advanced Support our customers are able to focus more of their resources on strategic, missioncritical improvements that drive performance, and leverage dedicated, round-the-clock support for capability sustainment and enhancement IT Operational vs Capital Expenditures Capital 71% 29% Fiscal Year 2014 Operational Gartner IT Key Metrics Data 2014 TECHBLUE ADVANCED SUPPORT VERSUS TRADITIONAL SUPPORT Traditional Vendor Support TechBlue Advanced Support Approach Vendor-centric Customer-centric Focus Product sales-driven Product support-driven Risk Support tied to licensing Support independent of licensing Cost Model Maximize vendor margins Minimize customer cost (~ 50% less) Flexibility Vendor limited Customer Coverage Off the shelf Software Customized Solutions Upgrades Upgrades dictated by vendor Upgrades dictated by customer Innovation Vendor-only perspective Vendor and Industry perspective

9 Also available from TechBlue: TechBlue Advanced Microsoft Support TechBlue Advanced FICO Support TechBlue Advanced AWS Support TechBlue, Inc. +1 (800)