Escalation Process for Post-Provisioning Gen 2 Cloud@Customer Issues

This document provides instructions for escalating individual SRs and customer issues and to
obtain immediate attention and focus from the Product Development and Support teams.

Please note that this document applies to issues specific to cloud at customer. For generic
database issues, the standard database escalation process should be used.

Escalation of a Single SR (Managed by Customer Support Team)

If a customer is not satisfied with progress of an SR, they engage the SR escalation process.
1. SR escalation can be invoked by calling the Support 800 number and requesting an escalation.
a. The customer or their representative needs to indicate if they need a callback or just
have some action performed by Support.
b. If manager callback is requested, a Support manager will call back, listen to the
customer’s concerns, come up with an action plan and communicate it to the customer.
2. If the customer is not satisfied with the help provided by the first level manager, they can call
the 800 number again and request “next level” escalation to speak with a Support director.
3. The customer may request to go up the chain using the same “next level” process again to
engage Sr. Director or a VP in Support.
4. All communication is contained within that single SR.

War Room Calls Dedicated to Cloud@Customer

To ensure progress of escalation resolution, keep all interested parties informed of progress of
escalations and allow the field – CSMs, sales account team, etc. – to provide input into the
resolution process, Support created several War Room calls. All War Room calls use the same
standard process, but cover different services and regions. The ExaCC War Room covers both Gen
1 and Gen 2 ExaCC issues.

1. War Room Calls are attended by:

a. Permanent attendance: hosts, Support management, CloudOPS, Product Development
(including Sustaining Engineering, X-team), DEV Critical Accounts team.
b. Visitors: Escalation Managers owning current escalations on the list, CSMs, Sales, other
account advocates.
2. During the War Room, the team:
a. Reviews progress of escalation of the list maintained by the hosts.
b. Assigns action items to appropriate parties.
c. Gains input from CSMs, Sales, and other visiting participants.
d. Publishes a status report with all escalations managed by the War Room.

Cloud War Room Call Schedule

There are three calls per week to review the global list of escalations at the following times to
accommodate all regions:
 Monday Wednesday Friday

Runtime issues Runtime Issues Runtime Issues

Region: EMEA, NA Region JPAC Region: LAD, NA

Time: 8:00am (Pacific Time: 6:00pm (Pacific Time 10:00 (Pacific Time)
Time) Time)
Zoom:
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Invitation from: Hector
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Leadership and Escalation Contacts

In the event that further or immediate escalation is required outside of the standard Support
Escalation process or the frameworks provided above, below is the list of the
Responsibilities/Escalation points for specific functional or operational lifecycle areas.
If there is need for escalation and there is clarity in functional or lifecycle phase, follow the
progression below for each area:

 Gen 2 ExaCC Runtime (including Performance and DomU patching)

o 1st Level Escalations: Bob Dunsby, Barb Lundhild
o 2nd Level Escalations: Shari Yamaguchi
o 3rd Level Escalations: Binoy Sukumaran, Sujatha Srinivasa Gopalan

 Order & Install Issues

o 1st Level Escalations: Vira Goorah
o 2nd Level Escalations: Bob Thome, Amit Kanda

 OCI Operations
o 1st Level Escalations: Sravan Sunkaranam, Vrishali Hajare
o 2nd Level Escalations: Hirish Nandyala
o 3rd Level Escalations: Sri Subramaniam

Account-Level Escalation

When required, Oracle internal parties acting on behalf of a customer may request an account-
level escalation from Product Development. For a limited number of customers, we will provide
more focused, account-level escalation management from the critical escalation team.

Critical Accounts
o 1st Level Escalations: Support One Stop Shop
o 2nd Level Escalations: Calum McGregor, Khaled Kassis/Scott Jesse, Bob Dunsby
(EMEA), Barb Lundhild (NA,LAD,JAPAC), Escalation@Oraclecorp Application
o 3rd Level Escalations: Anjala Mangal, Shari Yamaguchi, Balaji Bashyam
o 4th Level Escalations: Juan Loaiza (ExaCC), Edward Screven (DBaaS Operations)