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Oracle® SL8500 StorageTek Modular Library System Systems Assurance Guide E24254-08 |
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# 5 Systems Assurance

The system assurance process is the exchange of information between the customer and Oracle representatives to ensure that no aspects of the sale, order, installation and implementation for the SL8500 library are overlooked. This process promotes an error-free installation and contributes to the overall customer satisfaction.

The system assurance team members (the customer and Oracle) ensure that all aspects of the process are planned carefully and performed efficiently. This process begins when the customer accepts the sales proposal. At this time, an Oracle representative schedules the system assurance planning meetings.

## System Assurance Planning Meetings

The purpose of the system assurance planning meetings are to:

- Introduce the customer to the SL8500 library.

- Explain the system assurance process and establish the team.

- Identify and define the customer requirements and configurations.

- Complete the order.

- Prepare for the installation and implementation.

## Engagement Methodology

In addition to system assurance, Oracle has standardized and implemented a delivery methodology that provides continuity and quality assurance in the engagement and delivery approach. This suggested methodology is:

- Assess

- Design

- Implement

- Manage

This methodology consists of a defined path of action exchange of information. A series of templates and checklists found in a site survey document on My Oracle. This document can assist with the systems assurance process. These templates and checklists document the necessary information to ensure that the proposed solution can be delivered and supported to achieve Oracle's customer satisfaction requirements.

The methodology is designed for Oracle marketing, sales, and engagement personnel (such as Systems Engineers and Professional Services Engineers, plus qualified and approved partners). Following this methodology allows all members to work together, provide consistent documentation for each engagement and to ensure both customer satisfaction and overall sales success. The information in this document is intended to help insure that an SL8500 library is successfully installed.

### Actions for Sales Personnel

Sales personnel should do the following to ensure customer satisfaction:

- Ask the right questions

- Design the right solution

- Determine if the customer needs assistance migrating currently owned equipment, networks, and media

- Make sure the site is ready to receive the SL8500 library

- Order, install, and implement that solution

- Make sure the customer knows how to use the library

- Provide qualified service and support

- Follow-up: make sure the solution meets the customers expectations

#### Key Resources

For more information refer to the following resources:

- Chapter 6, "Site Planning"

- Chapter 7, "Installation Planning"

- Chapter 8, "Ordering"

- The site survey, found at: `http://my.oracle.com/site/pd/sss/products/tape/index.html`

- SL8500 Modular Library System Site Survey

- SL8500 Best Practices Guide

- SL8500 User's Guide