Oracle Onsite Support Advanced Expertise

By attaining this Advanced Expertise, your company will be recognized for the ability to provide technical support services to end users of specific Oracle hardware products. This Expertise is only available in indirect delivery countries where Oracle does not have Hardware Support delivery presence and cannot hold a Premier Support for Systems contract directly with an end user.

Please review both the initial Expertise Qualifiers as well as the Expertise Renewal Qualifiers for your continued participation. Partners must meet certification requirements for each corresponding Oracle hardware product they intend to support. Each entity (Principal or Associate) must attain the Expertise by meeting the appropriate Qualifiers with consultants residing in each respective country.

Resources

Expertise Qualifiers
Expertise Renewal Qualifiers

Pre-Requisites

OPN Member with a valid OPN Agreement

Full Use Distribution Addendum to the Master Distribution Agreement

Sell Expertise aligned to hardware system intended to support

 

Hardware Revenue Metric

Meet minimum hardware revenue based on country. Indirect countries have been classified into tiers for each region. If you meet the hardware revenue metric for your country, please start the qualification process by submitting your application.

 

Training

If you meet the hardware revenue metric, then you will be provided with the appropriate training links;
Support Renewal Sales Training
2 Individuals must complete:
Oracle Support Renewal Sales Guided Learning Path We recommend that consultants who complete this training should be those who sell Support to end users.

 

Help Desk and Field Delivery Support Consultants

Depending on the family of products intended to support, partners may choose from one of the below paths.



Option 1: Systems/IT Infrastructure



2 Individuals Certified as Oracle Help Desk Support Consultants in all the following: My Oracle Support (MOS) Level 1 Accreditation
SPARC S-Series and SPARC T-Series Servers
Sun x86 Intel-based Servers
Sun ZFS Storage Appliance
StorageTek Entry-Level & Midrange Tape Libraries
Oracle Database Appliance

This training is aimed towards familiarizing the Help Desk Consultant with My Oracle Support (MOS) as well as troubleshooting technical issues remotely (Level 1, Level 2 phone support).

2 Individuals Certified as Oracle Field Delivery Support Consultants in all the following: SPARC S-Series and SPARC T-Series Servers
Sun x86 Intel-based Servers
Sun ZFS Storage Appliance
StorageTek Entry-Level & Midrange Tape Libraries
Oracle Database Appliance

This training is aimed towards technicians who will be going on site and performing part replacements.

Option 2: Enterprise Communications



2 Individuals Certified as Oracle Help Desk Support Consultants: Enterprise Communications (Acme/Talari)

This training is aimed towards familiarizing the Help Desk Consultant with My Oracle Support (MOS) as well as troubleshooting technical issues remotely (Level 1, Level 2 phone support).

2 Individuals Certified as Oracle Field Delivery Support Consultants: Enterprise Communications (Acme/Talari)

This training is aimed towards technicians who will be going on site and performing part replacements.

Important Notes:Field Delivery Support Consultants cannot be the same individuals as the Help Desk Support Consultants.
All training must be completed no later than 6 months from when the links are provided.

 

Partner Agreements

Field Delivery Support Provider Schedule to the Full Use Distribution Addendum to the MDA

Once you have completed all certification training you will be asked to sign the Field Delivery Support Provider Schedule. This includes all the terms and conditions for your provision of authorized help desk and onsite support services to end users.
Once the Field Delivery Support Provider Schedule is activated, you will receive your Onsite Support Advanced Expertise logo and certificate.

 

Note:

All above Qualifiers must be met for each respective partner entity.

Expertise Renewal Qualifiers

To renew the Expertise for another year, Partners must meet or have a positive performance trend for the following:

Sales and Delivery Performance Targets (Key Performance Indicators) as detailed in the Field Delivery Support Provider Schedule
Premier Support Contract Base Metric as defined by Country
At least 5 Oracle Customer Satisfaction Survey for Onsite Support Advanced Expertise (8.0 or above)

 

Note:

All above Qualifiers must be met for each respective partner entity.