{"id":26704,"date":"2022-09-13T18:34:44","date_gmt":"2022-09-13T23:34:44","guid":{"rendered":"https:\/\/staging.btmglobal.com\/?p=26704"},"modified":"2022-09-13T19:13:13","modified_gmt":"2022-09-14T00:13:13","slug":"what-to-know-about-level-1-oracle-retail-stores-support","status":"publish","type":"post","link":"https:\/\/staging.btmglobal.com\/what-to-know-about-level-1-oracle-retail-stores-support\/","title":{"rendered":"What to Know about Level 1 Oracle Retail Stores Support"},"content":{"rendered":"<h2><span style=\"font-size: 22pt;\">What to Know about Level 1 Oracle Retail Stores Support <\/span><\/h2>\n<p><em>Kimberly Berneck, COO<\/em><\/p>\n<p>We love helping our clients implement, integrate and launch transformational Oracle Retail technology projects. But now that Oracle Retail is discontinuing Level 1 stores support, those companies with an Oracle Retail stores product will need to search for a new support partner.<\/p>\n<p style=\"text-align: center;\"><a href=\"\/oracle\/\">From Strategy to Support, See all of our Oracle Retail Services<\/a><\/p>\n<p><strong>What is Level 1 Stores Support?<\/strong><br \/>\nThere are several tiers of stores support, and the exact definitions may vary. Here at BTM, our Level 1 stores support serves small, mid-sized and large retailers.<\/p>\n<p>Level 1 tech support responds to minor requests such as basic help desk questions, troubleshooting or triage. We also offer Level 2 support for Oracle Retail products, which requires more in-depth solution and technical knowledge. Our Level 3 tech support services respond to problems that require code changes to fix a bug or issue. We can also provide enhancements to support your business needs.<\/p>\n<p>Within BTM Global\u2019s Level 1 stores support for Oracle Retail products, we deliver four tiers of responses and timelines based on the issue\u2019s severity. The most critical and urgent support needs often include:<\/p>\n<ul>\n<li>System failure<\/li>\n<li>Major system disruption<\/li>\n<li>Major disruption in business-critical system operability or functionality<\/li>\n<li>Inability to complete sales or service for your customers in a timely manner<\/li>\n<\/ul>\n<p>Examples of critical needs would be a complete lack of system availability, a critical function that isn\u2019t available or data corruption.<\/p>\n<p style=\"text-align: center;\"><a href=\"mailto:Kimberly.Berneck@btmglobal.com?subject=Inquiry:%20Oracle%20Retail%20Tech%20Support\">Click here to ask us about Oracle Retail Store Support Services<\/a><\/p>\n<p>Lesser issues \u2013 but still Level 1 in severity \u2013 may include restricted or unavailable functionality (that isn\u2019t business critical); usability errors; and screen or report errors that don\u2019t materially affect the quality of function, use or results.<\/p>\n<p><img decoding=\"async\" class=\"lazyload aligncenter size-full wp-image-26711\" src=\"https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_1.png\" data-orig-src=\"https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_1.png\" alt=\"\" width=\"800\" height=\"300\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27800%27%20height%3D%27300%27%20viewBox%3D%270%200%20800%20300%27%3E%3Crect%20width%3D%27800%27%20height%3D%27300%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_1-200x75.png 200w, https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_1-300x113.png 300w, https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_1-400x150.png 400w, https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_1-600x225.png 600w, https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_1-768x288.png 768w, https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_1.png 800w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 800px) 100vw, 800px\" \/><\/p>\n<p><strong>What is Offered in Level 2 and Level 3 Store Support Services?<\/strong><br \/>\nBTM Global offers Level 2 and 3 support for all Oracle Retail Stores clients. We\u2019ll dig into the root cause of your issues (allowing your team to focus on other work); provide issue resolutions; retrofit and deliver Oracle support patches, enhancements, knowledge transition and more.<\/p>\n<p>We have deep experience with Oracle Retail Point-of-Sale (Xstore), Oracle Retail Customer Engagement (ORCE), Oracle Retail Order Broker (OROB), EMV Payment enablement and Integrations (from Store 21 through the present version) as well as the Cloud version offerings of these solutions. In other words, our support team really covers the full spectrum of issues!<\/p>\n<p>Outsourcing Oracle Retail tech support can be a helpful, valuable way to replace the sunsetting Oracle Retail contract you currently have or as a way to augment your current IT team to free up their time for more strategic business initiatives.<\/p>\n<p><strong>What should I Expect from a Level 1 Stores Support Partner?<\/strong><br \/>\nThe partner should be responsive and deeply experienced in your specific Oracle Retail products. They should understand the retail environment and solutions inside and out, and be aligned with your business goals.<\/p>\n<p>&nbsp;<\/p>\n<p><img decoding=\"async\" class=\"lazyload alignright size-full wp-image-26714\" src=\"https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_2.jpg\" data-orig-src=\"https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_2.jpg\" alt=\"\" width=\"300\" height=\"200\" srcset=\"data:image\/svg+xml,%3Csvg%20xmlns%3D%27http%3A%2F%2Fwww.w3.org%2F2000%2Fsvg%27%20width%3D%27300%27%20height%3D%27200%27%20viewBox%3D%270%200%20300%20200%27%3E%3Crect%20width%3D%27300%27%20height%3D%27200%27%20fill-opacity%3D%220%22%2F%3E%3C%2Fsvg%3E\" data-srcset=\"https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_2-200x133.jpg 200w, https:\/\/staging.btmglobal.com\/wp-content\/uploads\/2022\/09\/oracle_retail_inset_2.jpg 300w\" data-sizes=\"auto\" data-orig-sizes=\"(max-width: 300px) 100vw, 300px\" \/>Remember: You don\u2019t want to hire a partner to play Whack-a-Mole! Choose a vendor that you trust, will listen to you and with whom you can build a long-term relationship. They should have a culture of strategic, proactive support so they can solve your issues while keeping their eye on the ball: Knowing where you want to go, not just where you are today. Ideally, your partner will have skills beyond support, such as new implementations and upgrades. By having deep expertise in the solutions and technology as they evolve, the support team can give you a more valuable, long-term partnership and guidance \u2013 not just short-term issue status count.<\/p>\n<p>As you and your Level 1 stores support partner prepare to work together, you\u2019ll want to give your partner context and background to help equip them for service on Day 1. This could include:<\/p>\n<ul>\n<li>Providing them with your top 10 most frequent Help Desk tickets.<\/li>\n<li>Recent ticket details and metrics<\/li>\n<li>Common\/Issues\/Support Resolution documents that you\u2019ve created<\/li>\n<li>Understanding of key business challenges or obstacles in your store operations\/support needs<\/li>\n<\/ul>\n<p>In addition to the daily support, your partner will provide regular reports that should include things like the number of tickets logged and closed, critical issues that require management\u2019s attention, updates to the Common Issues document, updates to the Support Process, Knowledge Transition or overviews to increase your team\u2019s knowledge, and any other metrics you discuss and agree upon. Ask about your partner\u2019s quality control program and how you can be part of those reviews.<\/p>\n<p><strong>BTM Global is your Level 1 Tech Support Partner!<\/strong><br \/>\nNow is the time to transition to a Level 1 Stores Support partner for Oracle Retail solutions. You can go <a href=\"\/case-studies\/\">here to learn about our Oracle Retail customers stories<\/a>. When you\u2019re ready to discuss next steps, <a href=\"mailto:Kimberly.Berneck@btmglobal.com?subject=Inquiry:%20Oracle%20Retail%20Tech%20Support\">we\u2019re here to support you<\/a>!<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Oracle Retail is ending Level 1 store support services. Here\u2019s what retailers should know about choosing a new Level 1 Oracle Retail Stores Support partner. <\/p>\n","protected":false},"author":1,"featured_media":26709,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[47],"tags":[87],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v22.2 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>What to Know about Level 1 Oracle Retail Stores Support - BTM Global<\/title>\n<meta name=\"description\" content=\"Oracle Retail is ending Level 1 store support services. 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