Oracle Corp. and EMC Corp. announced on Monday the opening of a service center that will provide support and quicker problem resolution for the companies’ shared customers, according to the firms.
The Joint Service Centre, located in Hopkinton, Mass., is staffed with engineers from both companies. It will provide both proactive and reactive services including collaborative analysis and issue resolution to over 20,000 shared customers around the world, the companies said. Customers will receive assistance to simplify complex operational issues surrounding management and maintenance of the enterprise applications on Oracle’s database and EMC’s networked storage products, the companies said in a statement.
Support engineers based in the center will be able to create and mirror customer environments, proactively identifying potential problem areas and fixing them to prevent customer downtime and service level degradation.
“The Oracle and EMC Joint Service Centre not only provides better and faster service support for our customers, it creates an environment for uncovering and developing new product integration and support best practices,” said Juan Jones, Redwood Shores, Calif.-based vice-president of systems platforms division at Oracle, in a statement.
The center will also provide an environment where best practices, solution sets and methodologies can all be created to assist customers, simplify design, implementation and management of complex networked storage and database infrastructure, the companies said.