Partner Infoline & Service Portal
- by uwes
As an EMEA-wide team we're supporting the daily work of our
partners.
Our team consists of 24 sales consultants, one third is
specialized on the Partner Infoline.
Partner Infoline's main focus is to deliver
actively and reactively technical pre sales knowledge about the
Oracle hardware portfolio to our partners.With infoline we assist
our partners in their daily work, furthermore we help to educate our
partners to be self sufficient in all aspects and questions about
hardware configurations and hardware quotes. For our Infoline Service
we use a ticketing system called Service Portal
which is widely used within Oracle and delivers a good and stable
functionality and availability. Our Infoline-Service provides answers
to questions concerning technical pre-sales matters that are related
to hardware and the corresponding hardware related software.*
You can address these types of questions by sending them to our
mailing list: [email protected]
The serviceportal will send you an auto-reply including a unique
reference number, which will be the identification for your request
until it is closed.
Depending on the complexity of the request, it might be necessary
to forward it to our specialists (servers, storage, tape, Solaris
etc.) located whole over Europe. In order to make the whole process
smooth here are some recommendations:
write your request in English;
saves translation-time, when it has to be forwarded to the
specialists
stating clearly in the title your
interest area, like for example "memory in M4000 server".
one request/one subject; makes it easier to maintain and keep
the correspondence clear and simple.
The rule of the service is to provide an answer quick, which means
the vast majority of the requests are answered within a couple of
hours.
However please keep in mind that some requests may need extra work
by involving the appropriate person within Europe or even in US.
Therefore there is no official SLA for this service.
* This excludes Oracle "classic" products and post-sales
support. The latter should still be addressed through MOS
(http://support.oracle.com)
