oracleevent.com/16783/pdf/support-day-mos.pdf · the following is intended to outline our general...
TRANSCRIPT
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My Oracle Support Portal
Fuad Samara
Customer Service Manager
Global Customer Management
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The following is intended to outline our general
product direction. It is intended for information
purposes only, and may not be incorporated into any
contract. It is not a commitment to deliver any
material, code, or functionality, and should not be
relied upon in making purchasing decisions.relied upon in making purchasing decisions.
The development, release, and timing of any
features or functionality described for Oracle’s
products remains at the sole discretion of Oracle.
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Agenda
• My Oracle Support Portal
• My Oracle Support Configuration Manager
• My Oracle Support Community
• Support and Diagnostic Tools
• Best Practices For Reactive Issues• Best Practices For Reactive Issues
• The Escalation Process
• Summary
• Q &A
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My Oracle Support Portal
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Next Generation
Support Platform
Support
Communities
Configuration
Management
Support Innovations – My Oracle Support
5
Integration (AIA)
Personalized Knowledge
Easy to Navigate
Faster and More Efficient
Predictive/Proactive Support Advice
Faster Problem Resolution
Improved Systems Stability
Real-Time Collaboration
Web 2.0 Technologies
Extensive Expert Network
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My Oracle Support
(https://support.oracle.com/)
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Main Dashboard – Region Personalization & Options
Setting Region Display Attributes The pencil icon (available on most regions) allows you to specify what content is displayed in a region. For instance, in the Service Request region, you can modify the title,
number of items displayed, filter by created by me, and filter by
Edit
Drag and Drop
number of items displayed, filter by created by me, and filter by
support identifier.
• Minimize or Maximize regions
• Expand Region to full screen
Displaying tabular information, you can sort information by any column, as well as change the width of columns. Some regions also provide the option of selecting which columns are displayed as well as allowing you to copy the content of a region to the
system clipboard.
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Getting Started
Quick access to Tips and Tricks. Many customizable drop-in regions
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Monitor System Health
Graphical view of system health & critical patchesbased on your environmentGraphical view of system health & critical patchesbased on your environment
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Manage System Inventory
Graphical view of system inventory.
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Review System Information
Systems prioritized based on which system configurations have critical issues needing attention
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Personalized Knowledge
Targeted knowledge based on your specific system Targeted knowledge based on your specific system configurations
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Latest Information
Latest breaking news
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Manage Service Requests
Personalized view of your service requests based on what you need to do today
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Monitor Projects
Manage your projects at a glance
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Patches and Updates Tab
Identify and review patches specific to your environment
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Patches and Updates Tab – Patch Search
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Patches and Updates Tab – Quick Links
Article ID 756388.5
Set of Recommendations to make it easier to obtain and deploy fixes for
known critical issues
Download Oracle Products and patches
View the latest Patch View the latest Patch Packs
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Explore Available Knowledge
See document id 603505.1 for additional information on Knowledge Home and Searching
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Knowledge Browsing
Refer to Searching and Browsing Video in Note #603505.1
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Knowledge Browsing
Refer to Searching and Browsing Video in Note #603505.1
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My Oracle Support
Configuration ManagerConfiguration Manager
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My Oracle Support Configuration Manager
A Support capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of issues that our customers might encounter. My Oracle Support utilizes core configuration management capabilities available from Oracle Enterprise Manager and provides:available from Oracle Enterprise Manager and provides:
• The ability to define configurations and organize projects
• A view of System details and changes
• Create, track, and status Service Requests
• Advanced Knowledge Management capabilities
• Proactive problem avoidance with HealthChecks
• Proactive Product and Security Alerts
• Service Request Priority Handling • (Pilot Program –for customers submitting Database, PSFT, Siebel, FMW, and EBS SRs.)
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Getting the most out of My Oracle Support
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My Oracle Support
CommunityCommunity
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My Oracle Support Community
Engage Best Practices via collaborative support environment
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My Oracle Support Community
Recent content (discussions, documents, etc.)
Can be accessed via the Community Tab or directly through http://communities.oracle.com
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Support and Diagnostic Tools
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Support and Diagnostic Tools
• 10g and 11g Upgrade Companion
• Remote Diagnostic Agent (RDA)
• 300+ DBA Script Library
• ORA-600/7445 Lookup Tool
• Performance Tuning Tools (Linux and Unix only)
• SQL Tuning Scripts
• Maintenance Wizard
• EBusiness Diagnostic Support Pack
• R12 Ebusiness Information Center
• Upgrade Wizard
• Application Deployment Manager
• Script Checker Utility
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Support and Diagnostic Tools
• Change Assistant
• Change Assistant
• Change Impact Analyzer
• Performance Monitor
• Change Assistant
• Support Assistant
• Performance Monitor
• Change Assistant
• Net Change Analyzer
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Support and Diagnostic Tools
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Best Practices
ForFor
Reactive Issues
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Service Request Severity Definitions
Severity Level 4
Severity Level 3
Severity Level 2
No Business Impact
Minor Business Impact
No loss of service or resources
Minor loss of service or resources
Severity Level 2
Severity Level 1
Serious Business Impact
Critical Business Impact
Severe loss of service or resources w/o acceptable workaround
Complete loss of service or resources and work cannot
reasonably continue - the work is considered “mission critical”
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When you have an issue…
• First, search the knowledge base for a possible solution
• Log your Service Request through My Oracle Support
• Associate your Service Request with a Configuration – this will
significantly reduce the questions you need to answer
• When not using the Configuration Manager you will need to provide as
much detail as possible when logging your Service Request including:much detail as possible when logging your Service Request including:
• Product and version (e.g. V6.0.2.2 instead of V6)
• Database and version
• Client Operating System
• Environment where the problem is occurring (e.g. Development,
Production, Test)
• Product Area (e.g. Assignment Manager, Installation, Configuration, etc)
• Relevant error numbers, if any, and text exactly as it appears.
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Additionally include…
• A complete description of the issue:
• Include as many details as possible
• Include a detailed history of the environment and
any changes
• Is the issue reproducible
• Detailed replication steps• Detailed replication steps
• Troubleshooting steps
• Did you try any suggested solutions – document
these as well along with their results
• Attach any supporting documents – log files, trace
files, screen shots
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Other considerations…
• Help us understand your environment!• The data, software, and hardware configurations, patch
combinations, and integration points are different for every
customer.
• Ensure that the business impact of the issue is well understood• How is the issue impacting your business?• How is the issue impacting your business?
• What is the financial impact on your company?
• Include details to back up the requested Severity.
• The more you can quantify the impact the more leverage support has to ensure the issue is worked appropriately!
• Verify that the Severity Level is set appropriately and represents the business impact of your issue
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When Working a Service Request…
• Documentation is essential• Answer all questions the support engineer is asking
• Ensure there is an action plan after each update and define who owns each action
• Ensuring you provide what is requested or an explanation of why it was not provided.
• Request phone calls where appropriate
• Request Collaborative Support sessions as appropriate • Request Collaborative Support sessions as appropriate (OWC).
• Test in the standard environments.
• Monitor changes in SR status and severity.
• Communicate when a change in severity becomes necessary.
• Escalate concerns via the escalation process.
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The Escalation Process
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• Asking to increase the Severity of your Service Request is
NOT an escalation.
• Escalating an issue means bringing Oracle Support
Management attention to your Service Request.
Escalations Defined
• Escalating your Service Request will provide a direct, 2-way
dialogue with a Manager in Support.
• Severity increases can be discussed during this dialogue.
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Senior Manager
or Director
V.P. or
Executive
Call : 04 390 90 40Other Global Support Hot Lines:
http://www.oracle.com/support/contact.html
Escalation Process
Support Representative
Manager /
Escalation Manager
or Director
Customer
3-171969XXXX
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Summary
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Service Request Management
Priority
Handling
Knowledge Base
Health Checks & Recommendations
Patch Advice & Recommendations
Configuration Management
Business Intelligence
Personalized
Dashboard
Summary
Web 2.0
Capabilities
Oracle Expert CommunityPeer Community
75K+ Members
Services IntegrationSeamless Enterprise Manager Integration
Community Knowledge
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Summary• Get the most from My Oracle Support by using the Configuration
Manager and taking advantage of it’s proactive features including
healthchecks, alerts, patch advice, targeted knowledge, and
priority handling of your Service Request when you do experience
an issue.
• Customize your dashboard in the My Oracle Support portal to
view the information of most interest you every time you log in.
• Become involved in the My Oracle Support Community
• Explore the many Support Resources available today, including
the Support and Diagnostic Tools we reviewed today.
• Understand how the information in the Knowledge Base is
organized in order to find what you need more quickly and easily.
• Consider the Service Request Best Practices and take the
advantage of The Escalation Process
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