Got your request declined by Oracle Support but not in a hurry to contact Consulting Services?

Time to renew your Support Agreement but you just don't feel like saying goodbye to tens of thousands of dollars (per CPU)?

Find out how...

These UCM clients saved buckets of cash by... PROCRASTINATING!

Dear UCM Client

If you, like many other UCM clients, have been "referred" to a consulting vendor by Oracle Support - because you have some "unsupported customizations" ... or your Support Agreement is due for renewal and you just not sure if that would be a good investment for you - this could well be the most important short article you ever read.

I'm Dmitri Khanine, the Sr. Architect at ECM Solutions, and I've just discovered a shortcut that not only makes it easy for you to keep your Oracle UCM up and running, but is also sure to leave buckets of cash unused in your budget, ready to be spent on your other pressing needs. 

Here's what I've discovered: Oracle UCM is a kind of system that doesn't do very much right out of the box. While it can (and it often does) bring killer ROI to its business clients, it only does that after it was configured and customized.

Unfortunately, a large chunk of these customizations is not covered by your Oracle Support Agreement

Listen to this:

The product is designed to be customized, but almost none of the customizations are supported!

How did it feel to be referred to Consulting Services ... after paying anywhere between $25,300.00  and $37,950.00 every year for support? Oracle Support will only help you if you have a problem with the "core product functionality". That doesn't include any of these important changes.... Changes, that nearly every client has implemented - just to fit their copy of the UCM into enterprise:

I think you get the idea.

So here's what a typical Oracle UCM system looks like (in terms of support):

Chart shows that only a small subset of functionality is supported

And who supports the customizations and how do you keep the system up and running after your consulting vendor's warranty has expired? And what if you end up losing that "genius" developer on your team?

The following quote is a sad, but very true statement:

"Almost any UCM client has experienced a system downtime due to an 'unsupported' issue"

When that happens - what kind of "heat" will you be taking from your Business Clients and your Management? How long will it take for you to find the right (and available) internal resource or bring in an external vendor?

And if internal resources fail to resolve the issue - how long will the vendor approvals or internal purchasing approvals take - so these guys can actually start fixing things?

Wouldn't it be nice to always have a helping hand just an email away - so that downtime never happens and you never be the one in charge of the "red status" project on that weekly meeting and never have to "respond with ETA" to these emails where 25 people are copied on a "critical" issue, including the CIO and your bosses boss?

Wouldn't it be nice to always have that help available - without having to pay outrageous amounts to consulting vendors?

And since you might already be paying tens of thousands of dollars a year for support - wouldn't it be nice to have them support your entire system, not just a small subset of "core functionality"?

And, like the most of our clients....

If you too are forced to count your money and cannot afford to risk frequent or unpredictable downtime - you will be really glad to see this:

Here's something that will let you truly benefit from every single penny you pay. And this is just as simple as  a phone card, that lets you spend hours on the phone talking to some remote location with a five dollar card, while Bell would've stomped you with a fifty dollar charge for half of this time.

Once minimal formalities are taken care of, we guarantee that a knowledgeable support specialist (backed by experienced and responsive team) will respond to your enquiry the same business day. We compliment (or replace) Oracle support. Not only our cost is a lot lower...

We help you troubleshoot and support your customizations, not just the standard Stellent features

The prices are as follows:

8 .. 20 hours - $150/hr
21 .. 40 hours - $120/hr
41 hours and up - $95/hr

Prepaid hours do not expire and there is no fixed annual fee. You simply purchase the number of hours you need as you go.

And you always keep full control of where every one of your support hours goes! You literally see every penny working hard for you, giving you the level of comfort and the protection against downtime you need.

No more finger pointing, no escalation, no stress!

Now isn't that just another form of consulting? And how would that save you buckets of cash?

Its really quite simple... Wait, I need to tell you one thing before I show you the numbers. Its very important. I'm not asking you to stop paying for Oracle Support right now! Decisions like that should not be made in a hurry.

That said, I still must reveal the truth to you.

Just take a look at your My Oracle Support account. How many support tickets have you opened in the last year? Unless you're struggling to support a new installation without any outside help, you shouldn't see more then 24 support requests a year. Most organizations I've seen actually have a lot less. So how much is it actually worth to you?

24 requests is 2 support requests every month. Now let's say, that every support request resulted in anywhere from 2 to 8 hours spent on communication and issue resolution. On average, let's say Oracle spent 5 hours on every single issue you've reported...

5 hours?

Both you and I know, they usually spent minutes, not hours on most!

Never mind. Let's just go with that number.

Now what would all these support hours cost you - if you ended up paying for the actual time you spent?

24 issues * 5 support hours per issue = 120 support hours a year * $ 95 / hr = $ 11,400 - your total for entire year.

And most clients will almost certainly end up spending a lot less time with Support!

According to current Oracle Technology Global Price List, you should be spending no less then $25,300.00 in annual support costs. ($37,950.00 if you have Enterprise Content Management Suite)

And that's just to support your core UCM system. None of your customizations are included!

Our clients, that use us to replace Oracle Support, have their $25,300 last them for 3 years worth of support... and that's including support of all their customizations!

Now why are we asking you to pre-purchase your support hours?

Because when you need support - you need it NOW.  You don't want the time wasted on invoicing, obtaining approvals and following up with accounting! You want your support just one email away.

Contact us today - to get full support of your entire UCM deployment, not just the small subset of "supported functionality". Don't wait until your system is down, Business People and Management are screaming in your office and your team is scrambling to resolve the issue.

Just send us an email to support@stellentexperts.com saying how many support hours you feel you'll need and we'll send you an electronic invoice. You'll be able to take care of it online with any major credit card.

"Even if you have a consulting vendor and Oracle Support in place - getting a small number of support hours will work as a great insurance policy for you"

I hope you'll never need it, but if something does happen, you'll be glad you did.

8 hours of support will cost you less then one day of 2 of your senior engineers or just one consultant from your vendor! But when you use these 8 hours up - you'll end up saving many days, if not weeks worth of effort. I wish you can make that kind of money on a stock market! Getting those support hours is like having your money triple, right before your eyes.

Send us an email at support@stellentexperts.com and let's get started.

So be proactive. Do your math. Get your support hours - even if you don't value the peace of mind, its simply is a smart investment to make!

Sincerely,

Dmitri Khanine, Oracle ACE

P.S. If you ever had Oracle Support refer you to Consulting Services because of "unsupported" functionality or you don't want to be in that situation, if you don't want to experience downtime and be scrambling for help or if you value your dollars and are not in a hurry to say goodbye to tens of thousands - without clearly understanding the value you get in return - this new, revolutionary support model will give you the piece of mind you seek, while saving you buckets of cash.

So be proactive. Do your math. Get your support hours - even if you don't value the peace of mind, its simply is a smart investment to make!

P.P.S. Still not convinced? Then follow this link to check out our client list