Ocvs Overview 2432736

Oracle Collaborative Vendor Support
(OCVS) Program
Oracle PartnerNetwork (OPN)
Premier Support Business Operations

February, 2015
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal and Authorized Partners
Program Agenda
1 OCVS Program Overview

2 Program Benefits, Requirements, and Options
3 Call Handling Processes
4 Summary
What is the Oracle Collaborative Vendor Support Program?
• Oracle-based, global, membership program

that facilitates support collaboration
between Oracle and 3rd party vendors
• Uses consistent, collaborative processes to
help Oracle work with business/support
partners to maximize the joint customer
experience
• NOT a resource for development/projects or
a replacement for support agreements
Why Collaborative Vendor Support?
Most customers’ IT Heterogeneous OCVS is Oracle’s

environments contain environments require collaborative program
components from many cooperative support, designed to fulfill that
different vendors typically burdening the need
customer
The Collaborative Vendor Support Challenge
The Problem: The Cost: The Solution:

• Frustrated, highly integrated • Hidden & hard to measure – low • Faster, more efficient issue
Customers volume but high impact resolution
• Struggling vendors working in Silos • Increasing? (Open source, Grid • Reduced cost and complexity
computing, etc.)
Benefits of OCVS
To Customers: To Support Engineers: To Oracle & Partners:
• Improves satisfaction • Uses standard, repeatable • Meets Support Industry
processes standards
• Leverages existing
processes • Prevents getting caught in • Streamlines enrollment –
• Accelerates solution the middle no additional agreements
implementation • Reduces time to • Minimizes training needs
resolution
• Reduces risk and cost • Enhances vendor
• Improves response and • Lessens training demands partnerships
engagement • Encourages vendor • Increases customer
• Prevents finger-pointing relationships satisfaction =>
Product/Service sales
Oracle Collaborative Vendor Support (OCVS)
vs. Technical Service Alliance Network (TSANet)
OPN OCVS TSANet

Cost Free Varies By Model
Vendor Collaborative One (Oracle) – to – Many Many – to – Many
Relationship
Prerequisites OPN Membership None
Technical Support Alliance Network (TSANet)
• Independent, not-for-profit, member managed organization established to

facilitate member collaboration on mutual customer issues
• Flexible Membership levels (details at http://tsanet.org):
– Basic - Includes Basic Relationship Level
– Premium - Includes Basic, Premium and Custom Group Relationship Levels
– Custom Group
– Affiliate - Relationship created and sponsored by a Premium or Basic member
TSANet Benefits
• Central, shared database for member contact information helps members
engage efficiently
• Common legal structure - Code of conduct, license agreement; Eliminates
the need for costly, multiple license agreements
• Vendor neutral network opportunity for competitors to work together on
strategic directions for the industry
• Opportunities for closed group arrangements provides for L2 to L2 contact
channels for specific interoperability issues
OCVS Program Benefits
Provides collaboration Free benefit to OPN Members Accommodates wider spectrum

opportunities for more than of Business Size
21,000 OPN partners
OCVS Program Enrollment Requirements
OPN Membership in good standing

Acceptance into the Product Focus Areas for collaborative products
OCVS Program application acceptance
Confirmation of no third party competitive Oracle support services offerings
Provision of standard contact, escalation instructions for Oracle use
Completion of OCVS Overview training eSeminar
Agreement to Oracle’s requirements for collaboration
Visit the OPN Portal for full details.
OCVS Program Collaboration Requirements
Follow product focus inbound contact process to engage Oracle in collaboration

Use the assigned OCVS-specific Oracle Support Identifier (SI) number
Provide the customer's Oracle SI when opening a My Oracle Support Service Request
Understand the steps for Contacting Oracle
Provide and maintain standard contact information and escalation instructions
Respond to requests from Oracle based on Oracle-defined severity levels
Visit the OPN Portal for full details.
Call Handling – Inbound Collaboration Process
Vendor Support Engineer receives
Service Request (SR) Inbound Process for OCVS is seamless to the Support
Engineers because standard processes for opening a
SR involves Oracle product with Service Request are leveraged.
mutual customer
Process is initiated using TSANet or OCVS based
Vendor logs Oracle SR per Instructions.
documented process
Inbound escalation path:
Oracle engineer receives SR and • Escalate Service Request in
collaborates with vendor My Oracle Support (MOS)
• Process Issues – contact
Oracle provides solution to vendor Support-Partner-Questions_WW_grp@oracle.com
Mutual customer SR is resolved
Call Handling – Outbound Collaboration Process
Oracle Support Engineer receives
Outbound Process information for all OCVS members is Service Request (SR)
accessible to Oracle engineers from the internal OCVS site.
SR involves vendor technology
with mutual customer
Depending on vendor membership, Technical Engineers will
be directed to either OPN or TSANet for additional instructions. Engineer logs SR with vendor per
internal instructions
Vendor engineer receives SR and

collaborates with Oracle
Vendor provides solution to

Oracle
Mutual customer SR is resolved
OCVS Program Summary
• OCVS benefits mutual customers by enabling Oracle and partner vendors to
collaborate on technical issues
• OCVS demonstrates members’ commitment to reducing the risk associated
with a heterogeneous computer environment
• Oracle offers two options for partners to participate in the OCVS program:
TSANet and OPN-OCVS
Safe Harbor Statement
The preceding is intended to outline our general product direction. It is intended for
information purposes only, and may not be incorporated into any contract. It is not a
commitment to deliver any material, code, or functionality, and should not be relied upon
in making purchasing decisions. The development, release, and timing of any features or
functionality described for Oracle’s products remains at the sole discretion of Oracle.

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Oracle Collaborative Vendor Support

Premier Support Business Operations

1 OCVS Program Overview

• Oracle-based, global, membership program

Most customers’ IT Heterogeneous OCVS is Oracle’s

The Problem: The Cost: The Solution:

OPN OCVS TSANet

• Independent, not-for-profit, member managed organization established to

Provides collaboration Free benefit to OPN Members Accommodates wider spectrum

OPN Membership in good standing

Visit the OPN Portal for full details.

Follow product focus inbound contact process to engage Oracle in collaboration

Visit the OPN Portal for full details.

Mutual customer SR is resolved

Vendor engineer receives SR and

Vendor provides solution to

Mutual customer SR is resolved

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