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Oracle press release on Customer Support

This is a powerful press release from Oracle and really demonstrates their commitment to driving a next generation of support services.

As you can see, they are embracing many of the concepts in the book. Things like: “help ensure outstanding customer experience and business results” and “the move from reactive to proactive support” and “share Oracle Customer Services best practices and help customers get the most value from their Oracle investments” are the right kinds of wording and intention. Nowhere in there do I see the words ‘uptime’ or ‘availability’ or ‘continuity’. Good for them. Still a long way from truly being VAS but definitely positive.
As I am sure you know, Oracle has a special need to reinforce the value of support since they are taking a hard line on support discounting. Nonetheless, I like the messaging and hope more companies take an aggressive stance on promoting the value of their services.

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