ORACLE PREMIER SUPPORT FOR SYSTEMS

ORACLE PREMIER SUPPORT

FOR SYSTEMS
COMPLETE SUPPORT FOR ORACLE
SERVER AND STORAGE SYSTEMS

SERVER SYSTEMS
Fully integrated, single-price support for
system hardware, integrated software
(such as firmware), and operating system
software (Oracle Solaris, Oracle Linux,
and Oracle VM)
STORAGE SYSTEMS
Fully integrated, single-price support
for system hardware and integrated
software (such as firmware)

FEATURES
24/7 technical support from Oracles
system experts
Two-hour onsite hardware service
1

Integrated software (such as
firmware) updates
Operating System updates (servers)
Personalized, proactive support tools
via My Oracle Support
Converged hardware management
solution with Oracle Enterprise
Manager Ops Center
BENEFITS
Achieve high system availability
through problem prevention and rapid
issue resolution
Maintain system performance with
integrated software updates and on-
demand configuration health checks
Maximize the value of infrastructure
investments by combining
management of Oracle system
environments across servers, operating
systems, firmware, virtual machines,
storage, and network fabrics into a
single console
Gain operational efficiency and higher
IT productivity by leveraging Oracles
scale and core competencies
Access operating system patches,
security updates, enhancements, and
upgrades without additional license or
support fees


You know that Oracles comprehensive line of server and storage systems
provides world-class performance and scalability, and you've made a
significant investment in Oracle. Now you can depend on Oracles essential
technical assistance and comprehensive global support services to get the most
out of your systems and consistently achieve your business objectives.
Single Point of Accountability for System Support
By investing in Oracle servers and storage systems, youve placed your trust on a rock-solid
partnership built on 25 years of award-winning innovation across a broad range of
products and services. That continuous innovation extends to the way Oracle supports its
customers, with best-in-class products and integrated solutions engineered to deliver
maximum efficiency and supportability.
Supportability is embedded within all Oracle systems, allowing for optimum systems
management across the entire solution lifecycle. With Oracle Premier Support for Systems,
you can expect the highest level of fully integrated system support the industry has to offer.
Integrated Support. Incredible Results.
With Oracle, you receive unparalleled expert support when you need it on a global scale.
Oracle Premier Support for Systems provides:
Complete system coverage. Rather than dealing with multiple vendors and receiving
disjointed support for system hardware and software, you can access one comprehensive
support solution. Oracle Premier Support for Systems includes support coverage for system
hardware, integrated software (such as firmware), and software. For servers, you get support
and updates for the following system software: Oracle Solaris, Oracle Linux, and Oracle
VMall included. For storage systems, your coverage includes support for embedded system
software. Support of additional licensed software is priced separately but is delivered together
with your system support as a single service solution.
Unlimited, 24/7 access to Oracle system specialists. Your staff has immediate access to
assistance from Oracles system specialists in our support centers. We provide fast answers
and proven solutions based on our experience in supporting more than a million systems
across a variety of industries and countless application environments. Our experts are here and
ready to help 24/7.
Essential product updates. The service includes updates for integrated software (such as
firmware) and covered software. That means access to critical security patches, bug fixes, feature
enhancements, and even any new releases that become available while you maintain active
support coverage.
Rapid-response hardware service. When you require hardware service, local service
engineers are ready to respond 24 hours a day, 365 days a year. Oracle Premier Support for
Systems provides hardware service for your Oracle server or storage system within two
hours.
1
Our highly trained technicians leverage their experience, Oracle diagnostic tools, and
parts to quickly troubleshoot and resolve system issues. Resolution of issues is expedited with
ORACLE PREMIER SUPPORT FOR SYSTEMS

























Its a partnership
thats critical to our
IT organization.












Oracle Auto Service Request, a proactive service and feature of your support offering that
automatically submits a service request on your behalf when a hardware fault is detected.
Premier gateway for personalized, proactive IT support. Your IT staff has full access to a
powerful collection of tools and technical resources through the My Oracle Support portal.
Within My Oracle Support, the Oracle knowledgebase contains nearly 1 million best practices
and technical solutions. This collective knowledge enables problem resolution and also fuels
Oracles powerful proactive support tools such as Oracle Sun System Analysis, which
compares a snapshot of your system configuration against a database of known risks and best
practices, yielding invaluable system management recommendations. In addition to providing
online self-help, access to support communities, and easy online service request submission
and tracking, My Oracle Support's exclusive resources enable priority service, automated
service request integration, and automated alerts and patch recommendations.
End-to-end lifecycle management for Oracle system environments, at no additional cost.
With an Oracle Premier Support for Systems agreement, you can download and use Oracle
Enterprise Manager Ops Center to manage your covered Oracle systems at no additional
cost. Oracle Enterprise Manager Ops Center is the industry's first converged hardware
management solution for Oracle system environmentscombining management across
servers, operating systems, firmware, virtual machines, storage, and network fabrics into a
single console, to maximize the value of your infrastructure investments. With its end-to-end
lifecycle management and built-in integration with My Oracle Support, Oracle Enterprise
Manager Ops Center can dramatically improve the efficiency of your IT operations.
5 Reasons Oracle Support is Essential to Your Success
1. System Criticality and the Cost of Downtime
As the foundation of your IT infrastructure, server and storage systems must be up and
running all the time. For mission-critical applications in many businesses, even a single
extended outage can cost millions of dollars in lost business, lost productivity, and lost
customers. Even with less-critical systems, excessive downtime and slower problem
resolution costs valuable time and reduces return on investment as assets sit idle and your
IT staff is prevented from returning to other business priorities.
Oracle Premier Support for Systems delivers high system availability and full product
performance through problem prevention and rapid recovery. Standard coverage includes 24/7
support, two-hour onsite hardware service,
1
access to powerful proactive support and
converged management tools, and critical patches for integrated software (such as firmware)
and operating system software. With an exclusive focus on Oracle products and use of Oracle
service personnel instead of outsourced labor, it's no wonder Oracle has won more awards for
customer support than any other IT vendor over the past 10 years.
2

2. Vital Access to Integrated Software (such as Firmware) and
Operating System Updates
Integrated software (such as firmware) plays a critical role in the internal operation of server
products and also data storage systems that may contain no other on-board operating system
software. Oracle Premier Support for Systems provides integrated software patches and
enhancements to mitigate risk, so you get the most of your Oracle system.
For products that rely on operating system software, including all servers, Oracle offers a
unique value propositionoperating system support and updates included in standard system
coverage. And, you benefit from a more effective, completely integrated support experience,
avoiding the separate subscription and upgrade license fees charged by other vendors. With

1
Your system must be within an Oracle two-hour service coverage area to receive two-hour service as a standard feature.
2
Award count over the past 10 years; primary source: Technology Services Industry Association.
ORACLE PREMIER SUPPORT FOR SYSTEMS












INTEGRATED SUPPORT WITH
SINGLE POINT OF ACCOUNTABILITY
Support for your systems is just the start.
Oracle Customer Services is your single
point of accountability for world-class
integrated support across all your Oracle
products, from applications to disk.








This is at the core
of our business.
It needs to run well
and run all the time.

access to essential updates including a) performance, stability, and functionality
improvements, b) security updates, c) bug fixes, d) interoperability updates, and e) new
releases, you have what you need to be successful.
3. Pressure to Get Maximum Value from IT Investments
With tight budgets, energy costs, and increased competition, youre constantly under pressure
to get more value from IT assets, including new systems investments. As a result, the need to
tap the absolute full potential of each server and storage system has never been greater. With
Oracle Premier Support for Systems, you do just that.
In addition to keeping your systems up and running around-the-clock, Oracle provides a
wealth of proactive support resources for you to maintain system configuration, optimize
performance, manage your Oracle system environment and leverage full product capabilities.
You also receive updates and support for product-embedded diagnostic tools, maintenance
tools, and upgrade tools. With these resources, you are able to gain maximum business value
from your Oracle systems. Only Oracle places so much focus on technology-enabled problem
prevention and system optimization and includes it in standard support coverage.
4. The Need for Operational Efficiency
Another major reason companies choose to purchase system support coverage from Oracle is
because attempting to replicate its essential services, support, technical resources, and updates
in-house would ultimately prove less effective and much more costly. By relying on Oracle
for product support, your IT staff spends less time fire fighting and more time on other
business priorities. IT leverages Oracle's core competencies so your business can fully
leverage IT.
What's more, you benefit from Oracle's accumulated knowledge and best practices based on
our daily interactions with customers all over the world. If you encounter a problem, it is
highly likely Oracle already has a solution. That solution is available to you as an Oracle
Premier Support customer, enabling near-immediate resolution. Without benefit of this
collective knowledge, your IT team is left on their owna handicap that would be difficult to
overcome regardless of staffing levels.
5. Alignment of Support to Business Objectives
A chain is only as strong as its weakest link. So its important that all elements of the
integrated IT solution stack be maintained and serviced at a level that supports your service
level requirements. Undersupporting a single element in your IT environment may lead to a
number of negative consequences including performance degradation, unplanned downtime,
and slow problem resolution. Oracle Premier Support provides a consistent level of support
across all of your Oracle hardware and software products, resulting in integrated support with
true single point of accountability.
You always have 24/7 access to technical assistance and onsite hardware service and always
with rapid response available when you need it. You always have 24/7 access to proactive
support tools and updates for covered software and integrated software (such as firmware).
You never have to wonder if you're covered or what your coverage includes.
Complete Support for Your Oracle Stack
Oracle provides the worlds most complete, open, and integrated business software and
hardware systems, with more than 400,000 customersincluding 100 of the Fortune 100
representing a variety of sizes and industries in 145 countries around the globe. Oracles
global support infrastructure offers customer services leadership in software, systems,
and solutions, with thousands of responsive engineers and services professionals dedicated
to serving you.
ORACLE PREMIER SUPPORT FOR SYSTEMS

Quick Reference: Oracle Premier Support for Systems Standard Service Features
Complete system support covering Oracle hardware, integrated software (such as firmware), and operating systems
(Oracle Solaris, Oracle Linux, and Oracle VM server virtualization software)
Award-winning Service
And Support to
Quickly Diagnose and
Resolve Issues
Global, 24/7 coverage in 28 global support centers, across 145 countries, 29 local languages
Priority technical support backed by 18,000 Oracle product specialists with an average tenure
of over eight years
Remote diagnostics and online service collaboration tools
Escalation path to Oracle engineering for bug fixes and workarounds
Established processes with other leading hardware and software providers to fast-track the
isolation of multivendor issues
Two-hour onsite hardware service
3
and automated service requests
OEM authorized, revision-controlled replacement parts
Enterprise tape analysis and data recovery services
Tools and Resources for
Proactive Maintenance and
To Get the Most of Your
Oracle Products
My Oracle Support provides a web-based point of entry for all Oracle product support and a
personalized, proactive support dashboard to track alerts, configurations, service requests,
and more
Converged hardware management solution for Oracle system environments across servers,
operating systems, firmware, virtual machines, storage, and network fabrics into a single console
with Oracle Enterprise Manager Ops Center
On-demand health checks for identifying performance improvement opportunities and proactively
mitigating risks before they can impact your business.
Collaborative network of Oracle support specialists and industry peers in 185+ communities for a
proactive exchange of Oracle best practices and knowledge
Advanced search capabilities in Oracles extensive knowledgebase to help you quickly find
answers and technical solutions
Unlimited access to technical documentation, white papers, and tips and tricks from the experts
including Knowledge Base with over one million solutions on over 4,000 products
Operating System and
Integrated Software
Updates (such as
Firmware) To Keep Current
and Capitalize on Valuable
Product Innovation
Major new releases included at no additional cost
Security updates and ongoing software assurance
Bug fixes, performance enhancements, and new product functionality
Lifetime Support so you can upgrade on your own schedule

Contact Us
As an Oracle Premier Support customer, you can also augment your support coverage through Oracle Advanced Customer Servicesgiving you
access to additional support services for the most mission-critical environments.
For more information about Oracle Premier Support, please speak with your Oracle representative or Oracle authorized partner, or visit
oracle.com/support.

Copyright 2012, Oracle and/or its affiliates. All rights reserved.
This document is provided for information purposes only and the contents hereof are subject to change without notice. This document is not warranted to be error-free, nor subject
to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties and conditions of merchantability or fitness for a particular purpose.
We specifically disclaim any liability with respect to this document and no contractual obligations are formed either directly or indirectly by this document. This document may not
be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose, without our prior written permission.
Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners.
Intel and Intel Xeon are trademarks or registered trademarks of Intel Corporation. All SPARC trademarks are used under license and are trademarks or registered trademarks of
SPARC International, Inc. AMD, Opteron, the AMD logo, and the AMD Opteron logo are trademarks or registered trademarks of Advanced Micro Devices. UNIX is a registered
trademark licensed through X/Open Company, Ltd. 0112



3
Your system must be within an Oracle two-hour service coverage area to receive two-hour service as a standard feature.