Mission Critical Support for SaaS Flashcards
4 Stool Legs of MCS
- Business Help Desk
- Critical Process Management
- Extensions and Integrations
- Regression Testing
Customer Benefits of MCS for SaaS
- Faster Adoption
- Strong Business focus
- Leveraging the Potential of SaaS
- Reduced Total Cost of Ownership
Customer Benefits of MCS for SaaS (Faster Adoption)
- Faster user adoption
- Higher user satisfaction
- Higher productivity
Customer Benefits of MCS for SaaS (Strong business focus)
- Improved overall business satisfaction
- Increased agility
- Business process continuity when it matters with end-to-end process focus and proactive oversight
- Single point of contact
Customer Benefits of MCS for SaaS (Leveraging the potential of SaaS)
- Seamless support across multiple SaaS workloads
- Fast uptake of regular SaaS updates
- Efficient management of cloud process flows and integrations
- Get it right, keep it right with expert support by Oracle
Customer Benefits of MCS for SaaS (Reduced TCO)
- Cost savings through best practices, operational efficiency, and continuous improvements
- Plannable budget with clearly defined service packages
- Mitigating the risk of resource turnover
Oracle ACS - SaaS Products
- Fusion HCM
- Fusion ERP
- Fusion SCM
- Fusion EPM
- Fusion CX
- Fusion Engagement Cloud
- Fusion Commerce Cloud
- Fusion Field Service Cloud (TOA)
SLA Response and Resolution for Sev 1 & Sev 2
Sev 1: Target Response = 30 mins
Sev 1: Target Resolution = 8-12 hours
Sev 2: Target Response = 60 mins
Sev 2: Target Resolution = 24 hours
CSU T1 (Description & CSUs)
- End user support and adoption
- User how-to and configuration support
- 1 CSU
CSU T2 (Description & CSUs)
- How to/configuration
- End user support and adoption
- Complex application configuration/resolution
- 3 CSUs
CSU T3 (Description & CSUs)
- Extension/Integration management
- Requiring analysis and remediation/enhancement
- 6 CSUs
CSU T4 (Description & CSUs)
- Extension/Integration management
- Extended analysis of remediation/enhancement
- Multiple Lines of Code
- CSUs 9
CSU T5 (Description & CSUs)
- Create, test and document new extension
- 24 CSUs
Oracle Business Help Desk for SaaS (Features)
- Timely and targeted support to your end users and cloud administrators during local business hours or 24/7
- Highly flexible and tailored service addressing your unique needs including how-to questions, fixing issues with configuration, customizations, integrations etc.
- Designated team of SaaS functional and technical experts, single point of contact
- Superior service quality with SLAs, continuous improvement KPIs, governance and reporting
Oracle Business Help Desk for SaaS (Benefits)
- Accelerate adoption of SaaS
- Ensure user satisfaction
- Enhance user and process productivity
- Support your cloud administrator team
- Fix issues quickly
- Maximize usage of new SaaS features
Oracle Business Help Desk for SaaS (Standard Coverage)
8 hours/5 days
Oracle Business Help Desk for SaaS (Severity Level 1 Support Hours)
24 hours / 7 days
Oracle Critical Process Management for SaaS (Features)
An extra layer of support for crucial events
24/7 monitoring of critical processes
Proactive response to incidents in key process flows
Expert advice to improve process execution and avoid failures
Oracle Critical Process Management for SaaS (Benefits)
Business continuity when it matters the most with end-to-end process focus and proactive oversight
Proactive response to incidents in key process flows and rapid resolution process
Process improvement advisory for optimized process execution
Delivery of Critical Process Management
- Which processes need monitoring?
- Measurable and Manageable
- Process Monitoring
- Continuous Reviews - Daily or multiple times a day
Oracle Critical Process Management for SaaS (Coverage)
24 hours/7 days batch and processing management
Oracle Critical Process Management for SaaS (Entitlement)
20 critical business processes per year Additional processes upon request
Monthly account and service reviews
Weekly operational reports
Oracle Extension and Integration Support for SaaS (Features)
Support and enhancements of extensions of Oracle SaaS to Oracle PaaS
Support and enhancements of integrations of Oracle SaaS with Oracle PaaS and Oracle on-premises applications.
Issue resolution with response and resolution SLAs. Triage and follow up for non-Oracle issues
Flexible support by technology experts, up to 24/7
Oracle Extension and Integration Support for SaaS (Benefits)
High agility
Enriched functionality
Availability
Oracle Extension and Integration Support for SaaS (What will we do)
- Identify the failure
- Take ownership of the issue
- Fix the Oracle issue
- Triage the 3rd party issue and act as a single point of contact
Fast issue resolution and no finger pointing
Oracle Extension and Integration Support for SaaS (SLAs Response)
Sev 1: 30 mins
Sev 2: 60 mins
Sev 3: 8 hours
Sev 4: 24 hours
Oracle Extension and Integration Support for SaaS (SLAs Resolution)
Severity Level 1:
Type 3, 4: 12 hours
Severity Level 2: 24 hours
Oracle Regression Testing Services for SaaS
designed to minimize the impact of updates to key business processes flows in the SaaS Production Environment by identifying potential regression issues in Pre-production resulting from events such as the following:
- SaaS Quarterly Updates
- Deployment of SaaS extensions (PaaS for SaaS) or integrations
- Introduction of new modules
- Changes to application configuration and new functionality uptake
How many regression tests does ACS run for customers every month?
6,000 regression tests for customers every month.
Oracle Regression Testing Services for SaaS (Benefits)
- vMitigation of operational risk through minimized impact of updates to key business process flows in the SaaS production environment
- Reduction of unplanned downtimes
- Reduced testing time for upgrades and patching cycles
Oracle Regression Testing Services for SaaS (Coverage)
Standard business hours (8 hours / 5 days)
Governance, single point of contact
Oracle Regression Testing Services for SaaS (Entitlement)
- 400 regression test scripts annually
- Quarterly account and service reviews
Mission Critical Support for SaaS (Features)
- Timely and targeted functional support of your end users
- 24/7 critical process management
- Lifecycle management for extensions and integrations
- Regression Testing
Mission Critical Support for SaaS (Benefits)
- Faster user adoption
- Improved overall business and user satisfaction
- Superior response and resolution times
- Continuous improvements
ACS MCS Unique IP (4 things)
- Process Playbooks
- Automation
- Dashboards
- Test Automation
ACS MCS Unique IP (Process playbooks)
- Operations management (ITIL)
- Knowledge management
- Governance and communication
- Discovery assessments
- Hyper care process
- Period closure
- Quarterly update
- Integration management
ACS MCS Unique IP (Automation)
- Governance reporting framework
- Transaction monitoring dashboards
- Integration monitoring framework
- Test automation platform using Jenkins (in development)
- SaaS & PaaS monitoring framework (in development)
ACS MCS Unique IP (Dashboards)
- Transaction / period closure monitoring
- End to end business monitoring
ACS MCS Unique IP (Test Automation)
- Release management for upgrade
- Release management during rollout
- Periodic health check
Oracle Mission Critical Support for SaaS (SLAs Response)
Sev 1: 30 mins
Sev 2: 60 mins
Sev 3: 8 hours
Sev 4: 24 hours
Oracle Mission Critical Support for SaaS (Resolution)
- Level 1: Type 1, 2: 8 hours
- Level 1: Type 3, 4: 12 hours
- Level 2: 24 hours
MCS - Entry Bundle
ARR: <200k Annual CSU: 240 Annual Critical BPs: 5 Integrations/Extensions: 25 Regression Test: 15 per Qtr.
MCS - Basic Package
ARR: 200k - 350k Annual CSU: 420 Annual Critical BPs: 10 Integrations/Extensions: 50 Regression Test: 30 per qtr
MCS - Standard Package
ARR: 350k - 500k Annual CSU: 840 Annual Critical BPs: 15 Integrations/Extensions: 75 Regression Test: 45 per qtr.
MCS - Advanced Package
ARR:500k - 650k Annual CSU: 1,200 Annual Critical BPs: 20 Integrations/Extensions: 100 Regression Test: 60 per qtr.
Regression Testing Process
- ACS will run the tests (quarterly)
- We know what BPs will be impacted and can do targeted regression tests
- Automated and manual tests scripts
- We provide a report of test results and can help with making the changes using CSUs
