Key Features of Oracle Platinum Service:

1. 24/7 Remote Monitoring:
   • Oracle Platinum Service includes continuous 24/7 remote monitoring of the customer’s Oracle environment. Oracle proactively monitors and manages the health of the system to detect and resolve issues before they impact business operations.
2. Automated Patch Deployment:
   • Oracle automates the deployment of patches for the software, firmware, and operating systems on eligible Oracle products.
   • This helps ensure that the environment is always up to date with the latest fixes and improvements, reducing the risk of security vulnerabilities and performance issues.
3. Quarterly Patch Updates:
   • Customers receive quarterly patch updates, ensuring that their systems remain secure and optimized.
   • Oracle handles the testing and implementation of these patches, reducing the burden on IT teams.
4. High-Level SLA (Service Level Agreement):
   • The service comes with strict SLAs, guaranteeing very high availability.
   • For example, the SLAs may guarantee a resolution time of under 15 minutes for critical issues, ensuring minimal downtime for mission-critical applications.
5. Dedicated Support Team:
   • Customers of Oracle Platinum Service have access to Oracle’s most experienced support engineers, who specialize in Oracle Engineered Systems. This includes priority access to experts and faster resolution of issues.
6. Proactive Services:
   • Oracle offers proactive services such as system assessments, performance tuning, and best practice recommendations to help customers optimize their Oracle systems.

Benefits of Oracle Platinum Service:

• Increased System Availability: By proactively monitoring and managing the systems, Oracle helps to prevent downtime and improve system availability.
• Reduced Administrative Overhead: Automated patching and monitoring reduce the need for in-house resources to manage these tasks.
• Faster Issue Resolution: The combination of 24/7 monitoring and access to Oracle’s advanced support teams ensures quicker resolution of issues, minimizing business impact.
• Security and Compliance: Regular patching ensures that the systems remain secure and compliant with the latest standards.

Oracle Platinum Service is typically targeted at large enterprises with mission-critical Oracle deployments that require the highest levels of performance, availability, and support.

Here is an example scenario that illustrates how Oracle Platinum Services might work for a company using Oracle Exadata, one of Oracle’s Engineered Systems.

Example Scenario: Financial Services Company Using Oracle Exadata

Company Background:
ABC Financial Services is a large financial institution that handles millions of transactions daily. They rely on Oracle Exadata to power their critical database infrastructure, supporting real-time financial processing, risk management, and customer account management. Downtime or performance issues could result in significant financial losses and reputational damage.

How Oracle Platinum Service Supports ABC Financial:

1. 24/7 Remote Monitoring:
   • Oracle continuously monitors the ABC Financial’s Exadata system for issues like hardware failures, software errors, or performance bottlenecks.
   • If Oracle detects a problem (e.g., a disk drive failure), it immediately alerts the support team and takes corrective action before the failure impacts the production system.
   • Example: One night, Oracle’s monitoring detects a degradation in disk performance on one of the storage nodes. Without any intervention from ABC’s IT staff, Oracle automatically raises a service request, dispatches a replacement part, and resolves the issue before it affects the company’s ability to process transactions.
2. Automated Patch Deployment:
   • Every quarter, Oracle reviews, tests, and deploys the latest patches to the Exadata system without requiring ABC Financial’s IT team to manage this process.
   • This includes patches for the database, operating system, firmware, and networking components.
   • Example: Oracle identifies a critical security vulnerability affecting Exadata environments,within days, Oracle deploys a security patch across ABC Financial’s system during a pre-agreed maintenance window, ensuring that the environment is secure without causing disruption to business operations.
3. High-Level SLA:
   • Oracle Platinum Service guarantees a response time of 15 minutes for critical issues. This includes automated diagnostic gathering and case escalation to Oracle’s advanced support engineers.
   • Example: During peak trading hours, a performance issue arises due to high query loads. Oracle’s automated system alerts the support team, which diagnoses the issue as a configuration problem. Within the 15-minute SLA, Oracle provides a solution, restoring optimal performance before any significant business impact occurs.
4. Proactive Health Checks and Assessments:
   • Oracle regularly performs system assessments to ensure ABC Financial’s Exadata system is running efficiently. They provide recommendations for optimizing performance and scaling resources to meet future growth needs.
   • Example: After a quarterly health check, Oracle identifies that ABC Financial’s database workload is expected to increase by 30% due to a new product launch. Oracle recommends scaling the storage capacity and implementing database tuning best practices, which the IT team follows to ensure continued high performance.
5. Dedicated Support Team:
   • ABC Financial has a dedicated Oracle support team that understands the specifics of their environment and can quickly address complex issues.
   • Example: When planning a major upgrade of their Exadata system, ABC Financial’s IT team works closely with Oracle’s dedicated engineers to ensure that the upgrade is executed smoothly, with minimal downtime and no impact on business-critical processes.

Benefits for ABC Financial:

• Increased Uptime: Continuous monitoring and proactive issue resolution prevent downtime, which is critical for the financial services industry.
• Reduced Operational Burden: Automated patching and expert support allow ABC Financial’s internal IT team to focus on strategic initiatives rather than routine maintenance.
• Faster Resolution of Critical Issues: The guaranteed response time ensures that any major issue is addressed before it impacts customer service or financial operations.
• Security Compliance: Regular patching ensures that the systems are compliant with the latest security regulations, reducing the risk of data breaches.

This example demonstrates how Oracle Platinum Service helps organizations like ABC Financial maximize the performance, availability, and security of their Oracle Engineered Systems while reducing the operational burden on internal IT staff.

Oracle Platinum Services

Oracle Platinum Services Frequently Asked Questions