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

Last updated on FEBRUARY 13, 2020

Applies to:

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

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