Oracle unveils new cloud services to boost customer success

Oracle has announced new customer success services aimed at assisting organisations in maximising the value of their cloud investments.

The newly introduced services, named Oracle Cloud Success Protection Service and Oracle Cloud Success Assurance Service, aim to provide extensive support across the entire suite of Oracle products and services including infrastructure, database, and applications. These services are designed to help customers in various industries unlock greater value and innovation from their Oracle Cloud investments.

Organisations are increasingly managing complex technology ecosystems and need a reliable partner to ensure their multicloud and hybrid cloud environments operate smoothly. To address this need, Oracle's new services, along with Oracle Cloud Assistance - the technical support embedded in every Oracle Cloud purchase - offer customers what Oracle describes as "white glove support" to help them overcome significant business challenges.

The Oracle Cloud Success Protection Service delivers personalised and proactive support for the cloud ecosystem, Oracle states. Oracle’s team of cross-functional domain experts will assist customers in optimising existing workloads with regular health checks, as well as triaging and resolving any technology issues that may arise. Additionally, customers will benefit from guided learning and training content, predefined escalation processes, and continuous health monitoring, ensuring they derive maximum value from their Oracle investments.

The Oracle Cloud Success Assurance Service offers a responsive service model designed to provide added peace of mind through enhanced escalation and expert, hands-on assistance across the entire Oracle Cloud ecosystem. This service provides access to additional resources and technical experts to tackle complex service requests.

Oracle Cloud Assistance, embedded at no additional cost with every Oracle Cloud purchase, supplies 24x7x365 technical support and service level agreements (SLAs) for incident notification. Additionally, customers can utilise Oracle Cloud Success Navigator, a new interactive digital platform from Oracle, to accelerate implementation, drive adoption, and optimise their cloud transformation efforts.

Gary Miller, Customer Success Officer and Executive Vice President of Oracle Customer Success Services, commented on the launch: “Our goal is to ensure that every Oracle customer can fully realise what's possible with Oracle Cloud and AI."

"Oracle Cloud Success Protection Service and Oracle Cloud Success Assurance Service are based on our extensive experience working with customers and ensure that we’re prepared to meet any customer need before it arises. These services are designed to provide comprehensive support across the entire Oracle Cloud ecosystem, which will help our customers unlock greater value and innovation and achieve more with less.”

These new services mark the first Oracle Customer Success Service (CSS) offerings directly available in the Oracle Cloud Console. They have also been added to the OCI Cost Calculator, allowing Chief Information Officers (CIOs) and administrators to calculate overall IT costs more efficiently.