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