Oracle Premier Support It s all about Customer Value
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1 <Insert Picture Here> To hear the audio portion of the meeting you must dial in to: (US and Canada) (Int l Toll) The conference code is , and the passcode is Voice/Web Streaming is not available. Oracle Premier Support It s all about Customer Value
2 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. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle.
3 Agenda Transforming Oracle Support Maintaining System Stability My Oracle Support Portal My Oracle Support Configuration Manager My Oracle Support Community Support and Diagnostic Tools Lifetime Support Support Resources Q &A
4 Oracle Support Priorities Minimize system disruption through: Problem Avoidance resolving configuration and data issues that would cause processes to fail Self Service Resolution resolving problems without the need to contact Oracle Support Reduction in Resolution Time minimizing the time spent to resolve an issue
5 Transforming the User Experience Support Maturity Model Simplifying Complexity Reactive Proactive Predictive System goes down You call Support You wait for Support to call back Support calls you back You download and install a patch System is eventually recovered Support notifies you of the latest patches You figure out which patches apply to your system You download the new patches You install the new patches System outage is averted some of the time Specific software defect is identified You are automatically notified of the potential problem & impact You re offered a remedy You implement the recommended remedy System outage is averted most of the time
6 Support Innovations My Oracle Support Next Generation Support Platform Configuration Management Support Communities Personalized Knowledge Easy to Navigate Faster and More Efficient Predictive/Proactive Support Advice Faster Problem Resolution Improved Systems Stability Integration (AIA) Real-Time Collaboration Web 2.0 Technologies Extensive Expert Network 6
7 My Oracle Support (
8 Main Dashboard Region Personalization & Options Edit Drag and Drop 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 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.
9 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: 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
10 Getting the most out of My Oracle Support
11 Getting Started Quick access to Tips and Tricks. Many customizable drop-in regions
12 Monitor System Health Graphical view of system health & critical patches based on your environment
13 Manage System Inventory Graphical view of system inventory.
14 Review System Information Systems prioritized based on which system configurations have critical issues needing attention
15 Personalized Knowledge Targeted knowledge based on your specific system configurations
16 Latest Information Latest breaking news
17 Manage Service Requests Personalized view of your service requests based on what you need to do today
18 Monitor Projects Manage your projects at a glance
19 Patch Planning Identify and review patches specific to your environment
20 Explore Available Knowledge See document id for additional information on Knowledge Home and Searching
21 My Oracle Support Community Engage Best Practices via collaborative support environment
22 My Oracle Support Community Recent content (discussions, documents, etc.) Can be accessed via the Community Tab or directly through
23 Support Tools Remote Diagnostic Agent (RDA) 300+ DBA Script Library ORA-600/7445 Lookup Tool Performance Tuning Tools (Linux and Unix only) SQL Tuning Scripts EBusiness Diagnostic Support Pack Maintenance Wizard Patch Wizard Change Assistant Change Impact Analyzer Performance Monitor Upgrade Wizard Application Deployment Manager Script Checker Utility Change Assistant Support Assistant Performance Monitor Support Assistant Net Change Analyzer
24 Oracle s Lifetime Support Policy Your Investment Protected For Life Premier Support Extended Support Sustaining Support Unlimited FROM 5 YEARS TO FOREVER
25 Lifetime Support Policy Deliverables Feature Premier Support Extended Support Sustaining Support Major Product and Technology Releases Technical Support Access to Knowledge Base Updates, Fixes, Security Alerts and Critical Patch Updates Pre-existing Only Tax, Legal and Regulatory Updates No Upgrade Scripts No Certification with existing Third Party Products/Versions Certification with New Third Party Products/Versions No No No Certification with new Oracle Products No
26 Lifecycle Advisors
27 Lifecycle Advisors
28 Upgrade Advisors
29 Patch Advisors
30 Additional Support Resources <Insert Picture Here>
31 Product Information Centers One Stop Shop for specific Release information Upgrade Tools and Tips Critical Patch Updates Announcements Localizations E-Business Suite PeopleSoft JD Edwards Siebel Fusion Middleware Database
32 Customer Success Self-Assessment Get more value out of your Oracle investment Oracle Customer Success Assessment 10-15min Complementary Online Survey on 5 Domains Strategy Process Technology People Governance Receive Personalized Benchmark Study Compares results to peers Provides advice on 25 good practice areas Recommends actions to improve practices Highlights Oracle services to assist in practice improvements Navigate Oracle s Customer Services Catalog Complete portfolio of services across the solution lifecycle (ITIL) on oracle.com
33 Oracle Customer Services Catalog Complete portfolio of services covering the entire solution lifecycle Developed to assist customers in: Reducing total cost of ownership Lowering risk Improving business value Dynamic filtering and navigation to your required services: ITIL Phase Oracle Line of Business Alphabetical Summary descriptions of all support services: Click through to further detail
34 Transfer of Information (TOIs) TOI New Features online Training Available to Oracle Supported customers at product release. These online courses provide release-specific product knowledge that enables your functional and technical teams to plan, implement/upgrade and support Oracle Applications and Technology products effectively and efficiently. Available for: Agile, Application Integration Architecture (AIA), CRM On Demand, Demantra, Hyperion Performance Management, JD Edwards EnterpriseOne, JD Edwards World, Oracle E-Business Suite, Oracle Healthcare, Oracle Life Sciences, Oracle Retail, Oracle Transportation Management (OTM), Oracle Workforce Scheduling, PeopleSoft Enterprise, Social CRM, and Siebel. Document id
35 Community Resources in Web 2.0 Connecting People to People not just People to a Portal My Oracle Support, Communities OTN Forums ( Oracle Wiki ( Oracle Blogs ( Oracle Podcasts ( Oracle Newsletters ( Oracle Mix ( AskTom ( OracleCommunity.net ( User Groups ( Knowledge Base, Conf. Paper Archives, Forums, WebEvents, CABs, SIG s, RUG s and ER Voting System
36 Support Newsletters Support Newsletters enhance the service experience with Oracle Support by proactively providing valuable information. News Technical Content Technical Updates Focuses on specific product areas View current newsletters through document id ( /index.html) Subscriptions can be received via , subscribe through
37 Customer Education Oracle University Oracle By Example Hundreds of step-by-step Tutorials Server Tech and BI only* Oracle Events ( ( ( Regional Webcasts all archived and downloadable Advisor Webcasts (document id ) My Oracle Support schedule, recorded or archived for replay Process And Tools Webcasts Technical Webcasts
38 Oracle Support Services
39 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. Take advantage of both the Technical and Process and Tools Advisor Webcasts.
40
41 Thank You!
42
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