Oracle Implementation Support Overview for Fusion Applications
(Doc ID 2553596.1)
Last updated on FEBRUARY 13, 2020
Applies to:
Oracle Fusion Financials Common Module Cloud ServiceOracle Supply Chain Collaboration Cloud Service
Oracle Fusion Human Capital Management Cloud Service
All Platforms
Details
This announcement applies to new customers implementing the following Fusion Applications products:
• Human Capital Management (HCM) • Financials (FIN) • Supply Chain Management
Actions
Oracle Implementation Support Program Overview
Goal: Improve overall customer experience during implementation
- On time implementation and stabilization
- Decrease time to resolution on service requests related to implementation
- Eliminate customer initiated escalations
How does it work?
Oracle Implementation Support Overview & Expectations
- Allows customers to choose a time zone preference to better align the workflow of teams. A dedicated service team handles all Service Requests (‘SRs’) in a time zone selected (i.e. Eastern Standard Time EST/ Pacific PST)
- Note: Emergency and P1 severity issues continue to be handled 24x7 via normal off-hours support process
- A Support Engineer from Oracle Support is assigned and coordinates as the Customer Lead
- SR’s for the implementation route directly to the assigned Implementation Team
- Join weekly meeting with the Customer Lead (outside of normal SR troubleshooting calls) to go over the SR Backlog, progress, and key milestones
- Support Engineers will employ regular use of WebEx meetings to help clarify SRs and workshop solutions
- The Implementation Support engagement ends following 90 days past go-live to ensure stabilization
What can you expect from the Implementation Support Service Team?
The service team will be focused on:
- Achieving a successful on-time implementation
- Faster resolution of SR’s during the implementation phase
- Delivering a better experience during implementation phase
The support customer leads and the service team will:
- Have better awareness of critical timelines and milestones
- Have better visibility and understanding of priority of Service Requests
- Facilitating understanding of key help topics and mitigating potential pain-points along the way
The goal of this support model is to yield following results:
- Streamlined SR details – Less effort required, user doesn’t have to provide milestone details on each and every SR
- Increased engineer engagement - Better solutions based on better understanding of the project and your needs
What are the expectations for participation from the Customer and/or System Integrator?
To provide an optimal experience, we expect customer users or System Integrators to be able to:
- Be available to create or update SRs during the agreed upon window of the service team
- Be available for conference calls or Webex meetings during the time zone window selected
- Create SRs using the correct severity and use Severity 1 only when absolutely necessary
- Severity definitions are outlined in Oracle’s Support Policy
- By using the correct severity this allows the support engineers assigned to work in the most efficient way to address your organization’s needs in a timely fashion
- Provide requested triaging information as promptly as possible
- Work with the Support team’s assigned Customer Lead to ensure prioritization of issues during weekly meetings
- Be sure to keep the assigned Support Customer Lead updated on key milestone dates, environment planning, Environment Refresh (also known as P2T/T2T schedules), and other key events in the project
Contacts
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