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oracle acs > Mission Critical Support for SaaS > Flashcards

Mission Critical Support for SaaS Flashcards

1
Q

4 Stool Legs of MCS

A
  • Business Help Desk
  • Critical Process Management
  • Extensions and Integrations
  • Regression Testing
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2
Q

Customer Benefits of MCS for SaaS

A
  • Faster Adoption
  • Strong Business focus
  • Leveraging the Potential of SaaS
  • Reduced Total Cost of Ownership
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3
Q

Customer Benefits of MCS for SaaS (Faster Adoption)

A
  • Faster user adoption
  • Higher user satisfaction
  • Higher productivity
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4
Q

Customer Benefits of MCS for SaaS (Strong business focus)

A
  • 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
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5
Q

Customer Benefits of MCS for SaaS (Leveraging the potential of SaaS)

A
  • 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
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6
Q

Customer Benefits of MCS for SaaS (Reduced TCO)

A
  • Cost savings through best practices, operational efficiency, and continuous improvements
  • Plannable budget with clearly defined service packages
  • Mitigating the risk of resource turnover
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7
Q

Oracle ACS - SaaS Products

A
  • Fusion HCM
  • Fusion ERP
  • Fusion SCM
  • Fusion EPM
  • Fusion CX
  • Fusion Engagement Cloud
  • Fusion Commerce Cloud
  • Fusion Field Service Cloud (TOA)
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8
Q

SLA Response and Resolution for Sev 1 & Sev 2

A

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

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9
Q

CSU T1 (Description & CSUs)

A
  • End user support and adoption
  • User how-to and configuration support
  • 1 CSU
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10
Q

CSU T2 (Description & CSUs)

A
  • How to/configuration
  • End user support and adoption
  • Complex application configuration/resolution
  • 3 CSUs
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11
Q

CSU T3 (Description & CSUs)

A
  • Extension/Integration management
  • Requiring analysis and remediation/enhancement
  • 6 CSUs
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12
Q

CSU T4 (Description & CSUs)

A
  • Extension/Integration management
  • Extended analysis of remediation/enhancement
  • Multiple Lines of Code
  • CSUs 9
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13
Q

CSU T5 (Description & CSUs)

A
  • Create, test and document new extension

- 24 CSUs

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14
Q

Oracle Business Help Desk for SaaS (Features)

A
  • 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
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15
Q

Oracle Business Help Desk for SaaS (Benefits)

A
  • 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
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16
Q

Oracle Business Help Desk for SaaS (Standard Coverage)

A

8 hours/5 days

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17
Q

Oracle Business Help Desk for SaaS (Severity Level 1 Support Hours)

A

24 hours / 7 days

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18
Q

Oracle Critical Process Management for SaaS (Features)

A

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

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19
Q

Oracle Critical Process Management for SaaS (Benefits)

A

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

20
Q

Delivery of Critical Process Management

A
  1. Which processes need monitoring?
  2. Measurable and Manageable
  3. Process Monitoring
  4. Continuous Reviews - Daily or multiple times a day
21
Q

Oracle Critical Process Management for SaaS (Coverage)

A

24 hours/7 days batch and processing management

22
Q

Oracle Critical Process Management for SaaS (Entitlement)

A

20 critical business processes per year Additional processes upon request
Monthly account and service reviews
Weekly operational reports

23
Q

Oracle Extension and Integration Support for SaaS (Features)

A

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

24
Q

Oracle Extension and Integration Support for SaaS (Benefits)

A

High agility
Enriched functionality
Availability

25
Q

Oracle Extension and Integration Support for SaaS (What will we do)

A
  1. Identify the failure
  2. Take ownership of the issue
  3. Fix the Oracle issue
  4. Triage the 3rd party issue and act as a single point of contact
    Fast issue resolution and no finger pointing
26
Q

Oracle Extension and Integration Support for SaaS (SLAs Response)

A

Sev 1: 30 mins
Sev 2: 60 mins
Sev 3: 8 hours
Sev 4: 24 hours

27
Q

Oracle Extension and Integration Support for SaaS (SLAs Resolution)

A

Severity Level 1:
Type 3, 4: 12 hours
Severity Level 2: 24 hours

28
Q

Oracle Regression Testing Services for SaaS

A

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
29
Q

How many regression tests does ACS run for customers every month?

A

6,000 regression tests for customers every month.

30
Q

Oracle Regression Testing Services for SaaS (Benefits)

A
  • 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
31
Q

Oracle Regression Testing Services for SaaS (Coverage)

A

Standard business hours (8 hours / 5 days)

Governance, single point of contact

32
Q

Oracle Regression Testing Services for SaaS (Entitlement)

A
  • 400 regression test scripts annually

- Quarterly account and service reviews

33
Q

Mission Critical Support for SaaS (Features)

A
  • Timely and targeted functional support of your end users
  • 24/7 critical process management
  • Lifecycle management for extensions and integrations
  • Regression Testing
34
Q

Mission Critical Support for SaaS (Benefits)

A
  • Faster user adoption
  • Improved overall business and user satisfaction
  • Superior response and resolution times
  • Continuous improvements
35
Q

ACS MCS Unique IP (4 things)

A
  • Process Playbooks
  • Automation
  • Dashboards
  • Test Automation
36
Q

ACS MCS Unique IP (Process playbooks)

A
  • Operations management (ITIL)
  • Knowledge management
  • Governance and communication
  • Discovery assessments
  • Hyper care process
  • Period closure
  • Quarterly update
  • Integration management
37
Q

ACS MCS Unique IP (Automation)

A
  • Governance reporting framework
  • Transaction monitoring dashboards
  • Integration monitoring framework
  • Test automation platform using Jenkins (in development)
  • SaaS & PaaS monitoring framework (in development)
38
Q

ACS MCS Unique IP (Dashboards)

A
  • Transaction / period closure monitoring

- End to end business monitoring

39
Q

ACS MCS Unique IP (Test Automation)

A
  • Release management for upgrade
  • Release management during rollout
  • Periodic health check
40
Q

Oracle Mission Critical Support for SaaS (SLAs Response)

A

Sev 1: 30 mins
Sev 2: 60 mins
Sev 3: 8 hours
Sev 4: 24 hours

41
Q

Oracle Mission Critical Support for SaaS (Resolution)

A
  • Level 1: Type 1, 2: 8 hours
  • Level 1: Type 3, 4: 12 hours
  • Level 2: 24 hours
42
Q

MCS - Entry Bundle

A 
ARR: <200k
Annual CSU: 240
Annual Critical BPs: 5
Integrations/Extensions: 25
Regression Test: 15 per Qtr.
43
Q

MCS - Basic Package

A 
ARR: 200k - 350k
Annual CSU: 420
Annual Critical BPs: 10
Integrations/Extensions: 50
Regression Test: 30 per qtr
44
Q

MCS - Standard Package

A 
ARR: 350k - 500k
Annual CSU: 840
Annual Critical BPs: 15
Integrations/Extensions: 75
Regression Test: 45 per qtr.
45
Q

MCS - Advanced Package

A 
ARR:500k - 650k
Annual CSU: 1,200
Annual Critical BPs: 20
Integrations/Extensions: 100
Regression Test: 60 per qtr.
46
Q

Regression Testing Process

A
  • 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

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