Oracle Implementation Support Overview for Fusion Applications (Doc ID 2553596.1)

Last updated on MARCH 14, 2022

Applies to:

Details

This program applies to new customers implementing Fusion Application services in the following areas:

Configure, Price, Quote (CPQ) | Customer Experience (Sales, B2B/B2C Service, Field Service) | Human Capital Management | Enterprise Resource Planning (ERP) and Financials | Supply Chain Management

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Oracle Implementation Support Program Overview

Goal: Improve overall experience during implementation

• On time implementation and stabilization
• Decrease time to resolve service requests related to your implementation
• Prioritize and help reduce escalations
  

How does it work?

Oracle Implementation Support Overview & Expectations

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• Service Requests submitted during your implementation phase route directly to specialized experts from technical support team
  

• Project will usually end 90 days after "go-live" date to ensure stabilization (Your "go live" date is generally when you are able to run your service's business process in a production environment).

What can you expect from the Implementation Support Service Team?

This customer support program is focused on:

• Achieving a successful on-time implementation
• Faster resolution of SRs during the implementation phase
• Establishing assurance and accountability during implementation phase
  

Your Implementation Support service team will:

• Have awareness of your critical timelines and milestones
• Have understanding of your top-priority Service Requests
• Facilitate understanding of key help topics and best practices for configuration
  

The goal of this support model is to yield the following results:  

• Streamline your SR details – Less effort required for your team to file a new Service Request when needed, as your Implementation Support team is aware of your key milestones
  
• Increased Value - Achieve better business solutions based on a personalized understanding of Oracle Applications and how they can meet your specific business needs
  

What are the expectations for participation from the Customer and/or System Integrator?

To provide an optimal experience, we expect your Service Administrators and System Integrator to be able to:

• Create or update SRs during the agreed upon time zone for efficient resolution times
  
• Create SRs using the correct severity to help prioritize cases (use Severity 1 only when absolutely necessary)
  • 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
  • Severity definitions are outlined in Oracle’s Support Policy (Read more about Support Terms in the Oracle Cloud Hosting & Delivery Policies)
    
• Provide any requested information to help clarify any issues as promptly as possible
• Be sure to keep Implementation Support updated on key milestone dates, environment planning, Environment Refresh (also known as P2T/T2T schedules), and other key events in your implementation project

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