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Multi-Vendor Support Program (MVSP)

Rhonda Cordonnier Larry Jewell Sr. Program Manager Partner Support Operations Sr. Program Manager Partner Support Operations

What is the Oracle Multi-Vendor Support Program (MVSP)?

Program that facilitates collaboration between Global Customer Support (GCS) and our 3rd party vendors Consists of OPN, OEM, TSANet agreements
Includes strategic closed agreements

Customer

Oracle Support

Managed by Global Partner Support Operations Engaged by GCS and our 3rd party vendors support engineers to collaborate when resolving mutual customer support issues

Vendor

Vendor

Vendor Vendor

Collaboration

What is the business reason for the new offering?

To address the realities of the multi-vendor support impact: Customer environments and issues more complex Increasing volume for multi-vendor support issues

On average, issues take 4 times longer to resolve

Need the means to service profitably

Key Benefits of having a MVSP

Consistent, repeatable methodology Enhances Customer/Partner/Oracle satisfaction Value-add to vendor partnership program Low cost, scaleable option for collaboration Reduced costs by not having to create and maintain traditional cooperative support agreements (CSAs) Reduced training commitment by not having to pursue indepth training on Oracle products you do not support Practices that align with many industry support certifications Addresses participants demands for collaboration Competitive advantage - market benefits of MVSP Enhances Oracles Support Leadership position

Tailoring MVSP - Enhance the Customer Experience

Current types of agreements requiring Vendor-to-Vendor support collaboration include:

OEM (Original Equipment Manufacturer) usually involves

embedded vendor product with contractual support delivery requirements on the embedded product

TSANet (Technical Support Alliance Network) utilizes the

TSANet tools, infrastructure and relationships (e.g. Standard, MCC, Closed Group for Strategic Partners)

OPN MVSP (Oracle Partner Network MVSP) - Available to all OPN partner levels (Partner/CP/CAP) as a value-added support benefit

Key Messages

The Multi-Vendor Support Program (MVSP) is a program within Oracle that facilitates seamless collaboration between Oracle Global Customer Support and our Partners to resolve mutual customer support related issues, that may involve more than one vendors product. The program strives to eliminate any finger pointing when a mutual Customer raises a support issue that may involve a multi-vendor solution, thus improving the overall focus on Customer satisfaction. In order to utilize industry best practices and eliminate the costs and time-consuming effort associated with creating separate Cooperative Support Agreements (CSAs) between us and our Partners, Oracle has included our industry leading, Multi-Vendor Support Program as a valueadded service benefit for our Partners that are a member of our OPN.

What is TSANet?
Technical Support Alliance Network (TSANet) Established in 1993 Oracle a founding member Independent, not-for-profit, membership organization Global alliance run by and for its members Industry recognized standard for vendor collaboration Key components:
Industry standard legal framework for cooperative support Underlying Code-of-Conduct signed by all members Flexible community memberships open or customized Established service level parameters by community Portal infrastructure containing member-created processes and procedures for collaboration

What is the Oracle PartnerNetwork MVSP Benefit?

Expansion of the Multi-Vendor Support Program (MVSP) which leverages the OPN infrastructure Value-added benefit to existing OPN membership with no additional fees

Provides collaboration process for valued partners who are not members of TSANet
All partner types can participate however targeted for ISVs, Hardware/Platform Partners

Value Proposition
Whats in it for Partners? Industry-recognized collaborative support process Consistent, collaborative support process by which to engage with Oracle Support Services Gives partners ability to deliver seamless, comprehensive support to mutual end customers Reduced costs by not having to create and maintain traditional cooperative support agreements Reduced training commitment by not having to pursue in-depth training on Oracle products you do not support Practices that align with many industry support certifications Prevent frustration and enhance customer satisfaction Meets Oracle demands for multi-vendor collaboration

Value Proposition
Whats in it for the Customer?
Enhanced support value for multi-vendor implementations Accelerate time to implementation for multi-vendor solutions

Reduce the risk/costs associated with owning multi-vendor solutions

Improve response by having all parties involved in the collaboration Prevent frustration of finger-pointing and improve overall satisfaction Improved time to delivery of support services Addresses Customer demands for multi-vendor collaboration

MVSP Benefits For Support Engineers

Standard program with established methodology (both inbound and outbound) for dealing with multi-vendor support Service Requests clear, consistent, single starting point for all multi-vendor interactions Prevents the Customer (and engineer) from getting caught in the middle and reduces associated frustration Reduces time to resolve Service Requests involving other partner technology Improves response by having all parties involved in collaboration Reduces the need for partner technology training and in-house resources Supports mutual goal of increased customer satisfaction

Requirements for Participation

What are the requirements for participation? Partner must be a current OPN member in good standing Partner must apply and received confirmation of acceptance for use of this benefit Partner must be accepted into the Product Focus Area(s) for the product on which they wish to collaborate Partner must have a published profile in OPN Solutions Catalog Partner must have a customer that has an active Oracle support agreement Why would a partner be declined? Unable to meet required criteria for participation or collaboration

Requirements for Collaboration

Partner must agree to collaborate with Oracle Partner must follow specific inbound Contact Instructions

Partner must use their MVSP support identifier number assigned

Partner must provide the mutual Customers support ID number Partner must respond to all request by Oracle based on the following Severity levels:
Severity 1 within Severity 2 within Severity 3 within Severity 4 within 1 hour 2 hours the next business day the next business day

Partner must provide and maintain standard contact information

Partner must provide and maintain escalation instructions

Inbound Collaboration under the MVSP

Vendor Support Engineer receives Service Request (SR)

Determines it involves Oracle technology with mutual Customer

Vendor logs SR per the web site instructions

Oracle Engineer receives the SR and collaborates with Vendor to resolve issue

Inbound process for MVSP is seamless to the Support Engineers because it leverages the standard processes for opening a service request

Solution Given to Vendor

Mutual Customer SR resolved

Inbound Process

Outbound Collaboration under the MVSP

Oracle Support Engineer receives Service Request (SR)

Determines it involves vendor technology with mutual Customer

Outbound Process for MVSP is made efficient through the use of Oracles MVSP intranet site

Engineer logs SR using internal web site instructions

Vendor Engineer takes the SR and collaborates with Oracle to resolve issue

Solution Given to Oracle

Mutual Customer SR resolved

Outbound Process

How to engage with Oracle

Log onto Oracle PartnerNetwork (OPN) Go to Support and select MVSP Elect the MVSP benefit (Apply Now) Complete the Dialogue
Will receive the acceptance notification and sign on information (Within 15 business days Be proactive!)

Register your Support Identification Number and add additional contacts Access appropriate product line instructions
Via Oracle PartnerNetwork portal

Follow instructions for engaging for collaboration

Where OPN Partners Connect to MVSP

Conclusion
Comprehensive program offering collaboration process for valued partners
Where possible, we utilize standard Service Request handling process

Practices that align with many industry support certifications

Addresses Customer/Partner/Oracle demands for multi-vendor collaboration Accelerate time to implementation for multi-vendor solutions Improves the level of satisfaction for customers and partners with multi-vendor collaboration needs