Oracle announce the Platinum Services
- Providing the highest level of service in the industry, Oracle Platinum Services offer:
- 5 minute severity 1 issue Response
- 15 minute restoration or escalation to development
- 30 minute joint debugging A 24×7 escalation process and hotline ensures customers are routed to specialized product experts for immediate access to advanced support and development engineers
- 24/7 monitoring Covered components are monitored for faults remotely around-the-clock, providing a single point of accountability for the Oracle stack
- Quarterly patching and system updates Customers gain fast access to improvements and new innovations, helping ensure better system performance
- Proactive services to anticipate, identify and remediate issues
- Available now for Exadata, Exalogic, SPARC Supercluster and Oracle Cloud. These Platinum configurations are engineered together, tested together and supported together.
- Issues requiring development resources are escalated to the Oracle team that built the product.
- To access Oracle Platinum Services, customers install a patented, secure monitoring gateway which extends the Oracle Support Cloud into their environment.
- Oracle Platinum Services are available immediately, at no additional cost, to qualifying Oracle customers as part of their standard Premier Support contract
