Global Support Committee    

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