tom wright customer support manager

- World Class, Industry Leading Customer Support


Tom WrightCustomer Support Manager


My Configs & ProjectsNew Metalink Tool


My Configs & ProjectsWhy Are You Here?

• Oracle is introducing an exciting new service capability

• Improve the level of Service to our customers• Faster diagnosis/resolution of issues• Proactive problem avoidance• Online delivery of services• Understanding customer’s business needs and

providing consistent responses and service


My Configs & Projects



Accessible from Metalink

- Key projects or services- Critical information

- Configuration Details- Healthchecks

- Track Changes- Knowledge Alerts



•Define Configs–Auto Config–Manual Config




•Define Projects–Key information–Associate Configs




•Define Projects–Key information–Associated Configs

•Select Your Favorites





•Select Your Favorites•Service Requests

–Logging–Tracking–Reporting







•Where to go


My Configs & Projects Auto Configuration

Customer Configuration Data Repository

New MetaLink Services:- My Configs & Projects- Health Checks- Configuration Data- SR data capture

Existing MetaLink Services

MetaLink Portal• Leverages MetaLink as delivery vehicle


Auto ConfigurationHow It Works

• Runs local on customer machine• Collects customer configuration &

diagnostic data

• Central repository at Oracle Support

• Use for proactive and reactive support

• Enhanced MetaLink portal• Online projects, environments, and

Configs • Proactive Healthchecks based on

best practices

SupportAgent

SupportAgent

Customer RepositoryCustomer Repository

MetaLinkUIMetaLinkUI


Auto Configuration

SupportAgent

SupportAgent

Host, Storage, Network

Oracle Database

E-Business Suite

Oracle 9iAS

Internet

VPN

SupportAgent

OCCN

@Customer

VPN

CustomerRepository

OracleIntranet

MetaLinkMetaLink

Customer views ConfigsCustomer views Configsin MetaLinkin MetaLink

How it Works

Oracle Support9iAS Web 9iAS Web Servers Servers at Oracle DMZat Oracle DMZ

HTTPS

Config Data


Auto ConfigurationSupport Agent

• Features• Automatically collects configuration data for

Database, eBusiness Suite, Application Server, Host, Operating system, Network layer

• Uploads every 24 hours• Installed on each server, HP-UX, Solaris, Linux,

AIX & Tru64• Healthchecks• Fully supported• Secure


Auto Configuration Information


HealthchecksBest Practices


• “At A Glance” Health Check Summary page for all critical issues and alerts



• Database ORA-600 Tool

• Network Advisor



RDA Capture


Product Alerts


Healthchecks – Product Alerts






•Where to go



Getting Started & New Users


Support Agent Down Load


MCP – Manual Configuration


If you need SupportHow to create a SR for MC&P

• Select Product ‘OSS Support Tools’


If you need SupportHow to create a SR for MC&P

• Select Type of Problem ‘Support Agent Install Issue’ or other


Default MCP Permissions

• USERS ARE NOT GIVEN THE ABILITY TO CREATE, UPDATE, OR CLOSE CONFIGS AND PROJECTS BY DEFAULT. Unless/until you grant the "My Configs & Projects Create, Update, Delete" permission to a user that user will not be able to create configurations and projects.

• Permissions are administered by your MetaLink Administrator


Q&A

tom wright customer support manager

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