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ORACLE DATA SHEET

ORACLE RIGHTNOW CX CLOUD SERVICE CUSTOMER SUPPORT PACKAGES


SUPPORT PACKAGES CUSTOMIZED KEY BENEFITS
Ensure cross-functional awareness of

business needs
Establish consistency in customer care

issues
Get flexible and responsive technical

Your customers are your most important assets. That is why you have invested in Oracle RightNow CX Cloud Service, the customer experience suite. Protect your investment with customer support packages that are tailored to meet your business needs. Two levels of support are available, along with three levels of account specialist servicesgiving you all the support you need and a single point of contact to keep your operations running smoothly.
Flexibility in Support Options
Your support needs are as individual as your business. Thats why two levels of support for Oracle RightNow CX Cloud Servicepreferred and premier are offered to keep your business running effectively and efficiently giving you choice and flexibility. Both levels of support are provided by customer care engineers who power great experiences by delivering world-class customer service. In addition, you can invest in one or more of our dedicated support options, as delivered by premium care account specialists, to obtain even more value and enhanced levels of service. These specialists become a single point of contact for you and an expert in your environment, and ensure cross-functional awareness of your business needs as well as consistency in process and channel for all customer care issues.

support
Make the upgrade process easy Receive technical migration facilitation

with higher-tier support plans


Keep top staff members informed with

Premier Support through upgrade status meetings


Benefit from high support and hosting

SLTs with all plans


Enjoy flexibility in PCAS service tiers

that can be added to support packages

Preferred Support
Preferred supportoffered through the Oracle RightNow Preferred Customer Care Package is the foundation for all customer support packages, providing stated service-level targets (SLTs) for support response and resolution as well as hosting uptime targets, availability monitoring, and service credit thresholds to ensure reliable support and a return on your investment. In addition to the self-service, Web, e-mail, and phone support available with all support packages, you are provided technical support for any Oracle RightNow-developed customizations and general support for any upgrade process questions. Preferred support also includes an option of adding one of the premium care account specialist (PCAS) tiers (see the table in this document) to further tailor your plan to your support needs.

Premier Support
Premier supportoffered through the Oracle RightNow Premier Customer Care Packageis the highest level of support for Oracle RightNow CX Cloud Service and meets customers mission-critical needs by minimizing risks through the industrys best SLTs for support response and resolution times. Premier support ensures maximum return on your investment by driving maximum system availability through best-in-class hosting uptime targets, availability monitoring, and service credit thresholds. In addition, you receive hands-on upgrade support that includes regularly scheduled status meetings. Premier support requires the purchase of one of the PCAS tiers.

ORACLE DATA SHEET

ORACLE RIGHTNOW CX CLOUD SERVICE Market-leading Oracle RightNow CX Cloud Service offers an integrated approach to customer experience. Youll be able to provide a seamless customer experience in 33 languages across multiple touchpointsfrom your knowledge foundation and contact center to your corporate Website and social communities. Deliver exceptional customer experiences that put you head and shoulders above your competitors. RELATED PRODUCTS Oracle RightNow CX Cloud Service includes these products:
Oracle RightNow Contact Center

ComparisonCustomer Support Packages


In the table below, the two customer support packages discussed above are compared.

Oracle RightNow CX Cloud Service Customer Support Packages


Preferred Support Price Web, e-mail, phone support Knowledgebase and community Major release updates General support of upgrade process questions Upgrade and technical support of Oracle RightNow-developed customizations Technical migration manager assigned to assist with upgrade Regularly scheduled upgrade status meetings Agent allocation Agent pool 18% of SW Net x x x x Premier Support 25% of SW Net x x x x

x x Agent pool and PCAS*

Experience
Oracle RightNow Engage Oracle RightNow Platform Oracle RightNow Social

Experience
Oracle RightNow Web

*Requires purchase of Assigned PCAS, Dedicated 20 PCAS, or Dedicated 40 PCAS service.

Experience

A comparison of the support-plan targets and guidelines offered through preferred and premier support is provided at the end of this document.

Introducing the Premium Care Account Specialist


There is no one-size-fits-all option when it comes to support. To further fine-tune and tailor our support to meet your unique needs, you can purchase PCAS services. PCAS packages are offered as an overlay to premier support and preferred support customers.

Assigned Premium Care Account Specialist


An assigned PCAS is the foundational level of PCAS service, including

An assigned PCAS for incident management and escalation (for Severity 1 and 2) Weekly status calls Bi-annual service reviews to help optimize and improve customer operations A single point of contact for incident and escalation management for Severity 1 and 2 technical issues Bi-annual tune-ups to help identify and mitigate risks before they become threats

Dedicated 20 Premium Care Account Specialist


With a dedicated 20 PCAS, there are additional PCAS service offerings, including

A specialist dedicated to your account 20 hours per weeka halftime remote extension of your staff Technical kickoff meeting at the customer site to meet the team and review deliverables Weekly status calls Proactive customer communication to facilitate internal change management regarding product, infrastructure, maintenance, and upgrades of Oracle RightNow CX Cloud Service Quarterly service reviews to help optimize and improve customer operations A single point of contact for incident and escalation management

ORACLE DATA SHEET

Delivery support and assistance with report development Quarterly tune-ups to help identify and mitigate risks before they become threats

Dedicated 40 Premium Care Account Specialists


With a dedicated 40 PCAS, there are still further PCAS service offerings, including

A specialist dedicated to your account 40 hours per weeka full-time remote extension of your staff Technical kickoff meeting at the customer site to meet the team and review deliverables Weekly status calls Proactive customer communication to facilitate internal change management regarding product, infrastructure, maintenance, and upgrades of Oracle RightNow CX Cloud Service Quarterly service reviews to include members of the Oracle RightNow executive team to help optimize and improve customer operations. A single point of contact for incident and escalation management Monthly tune-ups to help identify and mitigate risks before they become threats One hosted Oracle corporate visit coordinated during duration of PCAS contract

Features and Benefits of Premium Care Account Specialist Service Options Feature
Incident and escalation management

Benefit
Single point of contact for communication regarding Oracle RightNow CX Cloud Service technical issues

Assigned PCAS

Dedicated 20 PCAS
Included

Dedicated 40 PCAS
Included

Severity 1 and 2

Trusted advisor

Extension of customers support staff

Support for 8 designated support contacts and 6 customer sites

Support for 12 designated support contacts and 6 customer sites Included in quarterly service review (QSR) Quarterly tune-ups

Support for 12 designated support contacts and 6 customer sites

Regular service reviews

Proactive engagement to review incident trends and service-level achievement and to optimize and improve customer operations Helps identify and mitigate risks before they become threats Drives RCA process as necessary to determine if business processes, implementation customizations, or training opportunities should be reviewed and revised Appropriate coverage to ensure customer business goals are achieved by aligning resources to handle the customers technical needs Holds meetings with customer stakeholders and internal teams in specified regionsNorth America (NA); Europe, the Middle East, and Africa (EMEA); and Asia-Pacific (APAC)to assess and review incidents/technical issues and plan for projects

Bi-annually

Monthly

Health checks and implementation review

Bi-annual tune-ups

Monthly tune-ups

Root cause analysis (RCA) accountability

Included

Included

Included

Strategic resource allocation

Shared designated contact in one region (1 PCAS: 5 accounts)

Designated contact (1 PCAS: 2 accounts); 20 hours per week

Designated contact (1 PCAS: 1 account); 40 hours per week

Regional core team liaison

Weekly per region

Weekly per region

Weekly per region

ORACLE DATA SHEET

Voice of Customer (VOC) Upgrade lifecycle oversight Payment Card Industry Data Security Standards (PCI DSS) guidance

Internal voice of customer for product enhancements and resource requests Drives appropriate attention and care throughout the upgrade Oversight of initial migration to PCI DSScertified cloud operations and annual certification audit Brings commercial understanding to internal teams to ensure satisfactory delivery of cross-functional support activities Communicates proactively with the customer to facilitate change management regarding product, infrastructure, maintenance, and upgrades PCAS technical onsite kickoff meeting to meet team, review team deliverables One hosted Oracle corporate visit coordinated during duration of PCAS contract to meet with Oracle RightNow executives and customer care management, and tour campus and global support center

Included 1 per year Included if sold with PCI DSS support

Included 2 per year Included if sold with PCI DSS support

Included 4 per year Included if sold with PCI DSS support

Delivery support

Included

Included

Product advisor

Included

Included

Onsite kickoff and technical review meeting

Included

Included

Oracle corporate visit

Included

Support Plan Targets and Guidelines


The tables below list the support and hosting service-level targets, along with the guidelines for escalation and follow-up on support issues.

Preferred Support Targets and Guidelines


Service-Level Targets Severity Severity 1: Site down Severity 2: Major functionality impairment Severity 3: Some business impact Severity 4: No business impact Coverage 7 x 24 x 365* Target Response 1 hour Target Resolve 4 hours** Escalation/Follow-Up Guidelines First Responders 4 hours Primary Support 5 days Escalation Support Until resolution Until resolution Follow-Up Frequency Daily

7 x 24 x 365*

4 hours

72 hours**

3 days

10 days

2 times a week

5 x 24 business day (BD) 5 x 24 BD

24 hours

Reasonable Commercial Effort (RCE) RCE

5 days

Until resolution*** Until resolution***

1 time a week

72 hours

10 days

1 time a week

Hosting Service-Level Targets Uptime Targets 99.9% Credits Threshold 99.5% Availability Monitoring 5-minute increments

*Excludes Oracle RightNow Analytics Cloud Service. **Oracle RightNow customization issues not included. ***Unless it is an Oracle RightNow-supported customization issue, which will reside with escalation support until resolution.

ORACLE DATA SHEET

Premier Support Targets and Guidelines


Service-Level Targets Severity Severity 1: Site down Severity 2: Major functionality impairment Severity 3: Some business impact Severity 4: No business impact Coverage 7 x 24 x 365* Target Response 15 Minutes Target Resolve 1 hour** Escalation/Follow-Up Guidelines First Responders 1 hour Primary Support 1 day Escalation Support Until resolution Until resolution Follow-Up Frequency Daily

7 x 24 x 365*

1 hour

24 hours**

24 hours

5 days

Every other day

5 x 24 BD

24 hours

RCE

5 days

Until resolution*** Until resolution***

2 times a week 2 times a week

5 x 24 BD

72 hours

RCE

10 days

Hosting Service-Level Targets Uptime Targets 99.95% Credits Threshold 99.9% Availability Monitoring 1-minute increments

*Excludes Oracle RightNow Analytics Cloud Service. **Oracle RightNow customization issues not included. ***Unless it is a Oracle RightNow-supported customization issue, which will reside with escalation support until resolution.

Contact Us
For more information about Oracle RightNow CX Cloud Service, visit oracle.com/rightnowcx or call +1.800.ORACLE1 to speak to an Oracle representative.

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