IOUC Committees and Community Leaders

    Committee Director: Pat Dues (OAUG)

    Objectives 

    Under the auspices of the IOUC, represent Oracle applications and technology customers to Oracle Support by:

    • Reviewing and responding to proposals and initiatives of Oracle
    • Providing feedback as requested by Oracle
    • Inform Oracle Support of member concernsAssist members and customers in understanding Oracle Support services by:
      • Presenting sessions at national and regional user group meetings
      • Polling members on issues relating to support 
      • Suggest best practices for customer internal support organizations
        Activities & Goals
        • Work with Oracle to establish and publish service level agreements and performance metrics
        • Work with Oracle on quality improvement initiatives as appropriate
        IOUC Committee Member Responsibilities
        • Represent current user group member base on global support issues
        • Poll user group member base to solicit input as needed
        • Identify support problems experienced by customers and suggest ways to solve
        • Publish information for user group membership on support issues
        • Disseminate information provided by Oracle Support to user group members
        • Provide feedback to Oracle on the results of Quality Assurance initiatives
        • Respect the confidentiality of the information shared by Oracle Support with the Committee, and ensure that confidential information is not disseminated outside of the Committee.
        • Oracle Responsibilities

          • Assign primary contacts from Support and Development as appropriate
          • Educate Committee members on services and information currently available
          • Review new support initiatives with Committee prior to implementation
          • Participate in discussions on how to improve support
          • Develop programs to address concerns of customers on support issues
          • Develop and present service level metrics to the Committee

            Frequency and Duration of Meetings

            Members must attend a minimum of 1 call/meeting every three months via

            • Teleconference calls
            • On site at Oracle headquarters
            • On site at North American Conferences

             Member Profile

            • Represent companies/organizations from various range of industries and locations
            • Represent companies with average to complex business requirements
            • Member is on board of one of the affiliated IOUC user groups

            Global Support Committee Files


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