Uwe Sachse Global Enterprise Service Delivery Manager Oracle Support Services Customer Management
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1 ,QVHUW3LFWXUH+HUH! :RUNLQJHIIHFWLYHO\ZLWK2UDFOH6XSSRUW Uwe Sachse Global Enterprise Service Delivery Manager Oracle Support Services Customer Management
2 $JHQGD Service Spectrum Incident Management (SR handling) SR Severity definitions Working hours (8x5 vs 24x7) Escalation Process Oracle Configuration Support Manager Quick reference
3 $JHQGD Service Spectrum Incident Management (SR handling) SR Severity definitions Working hours (8x5 vs 24x7) Escalation Process Oracle Configuration Support Manager Quick reference
4 6HUYLFH6SHFWUXP 2UDFOH3UHPLHU6XSSRUW $GYDQFHG&XVWRPHU 6HUYLFHV *OREDO 6XSSRUW,QIUDVWUXFWXUH $VVLVWHG 6HUYLFHV $GYDQFHG 6XSSRUW $VVLVWDQFH %XVLQHVV &ULWLFDO 6ROXWLRQ 6XSSRUW 3URGXFW 3URDFWLYH $VVLVWDQFH &HQWHU (QKDQFHPHQWV $XWRPDWHG DQG8SGDWHV 6XSSRUW /LIHWLPH 6XSSRUW 7HFKQLFDO $FFRXQW ([SHUW6HUYLFHV 0DQDJHPHQW
5 6HUYLFH6SHFWUXP 3URGXFW(QKDQFHPHQWVDQG8SGDWHV 5LJKWVWRIXWXUHSURGXFWUHOHDVHVLQFOXGLQJ2UDFOH)XVLRQ SURGXFWXSJUDGHVDQGSDWFKHVDQGIL[HV²DVZHOODVWD[OHJDO DQGUHJXODWRU\XSGDWHV Covers the full software stack: database, middleware & applications Applications Unlimited Major 8SJUDGHV and Architectural Shifts at no extra cost
6 6HUYLFH6SHFWUXP *OREDO6XSSRUW,QIUDVWUXFWXUH $ZDUGZLQQLQJJOREDOVRIWZDUHVXSSRUWRUJDQL]DWLRQOHYHUDJLQJLQGXVWU\ EHVWSUDFWLFHVIRUJOREDOUHDFKDQ\WLPHDQ\ZKHUH,QFOXGHVDUREXVW NQRZOHGJHEDVHRIEHVWSUDFWLFHVHQJLQHHUHGWRROVDQGVROXWLRQV 24x7 Mission-Critical Support Support Professionals 14,000 Software Developers 17 Support Hubs, 27 Local Languages Knowledge Base with 400,000+ solutions
7 6HUYLFH6SHFWUXP *OREDO6XSSRUW,QIUDVWUXFWXUH ORFDOODQJXDJH VXSSRUWVWDII LQ*OREDO6XSSRUW &HQWHUV VXSSRUW 0VHUYLFH UHTXHVWVILOHG HOHFWURQLFDOO\ RQOLQH FXVWRPHU.NQRZOHGJH VROXWLRQV 0ZHE NQRZOHGJHWUDQVIHUV
8 6HUYLFH6SHFWUXP 3URDFWLYH3UHYHQWDWLYH6XSSRUW &ROODERUDWLYHVXSSRUWWRSURDFWLYHO\SUHYHQWSUREOHPVDQGWR DFFHOHUDWHSUREOHPUHVROXWLRQXVLQJSURFHVVEHVWSUDFWLFHVDQG DGYDQFHGVXSSRUWWHFKQRORJLHV Configuration Support Manager HealthChecks Configuration-Specific Product and Security Alerts Maintenance Wizard Automated Testing & Assessments
9 6HUYLFH6SHFWUXP /LIHWLPH6XSSRUW 6LPSOHDQGSUHGLFWDEOHRXUVXSSRUWSROLF\FRYHUV\RXU2UDFOH WHFKQRORJ\HQYLURQPHQWIURPGDWDEDVHWRPLGGOHZDUHWRDSSOLFDWLRQV IRUWKH/LIHWLPHRI\RXUVRIWZDUHLQYHVWPHQW Continuous Applications innovation through Updates and Upgrades Supports You at Every Stage of the Applications Lifecycle Lifetime Support Policy Applications Unlimited Business drives the Upgrade
10 /LIHWLPH6XSSRUW3ROLF\ 3UHPLHU 6XSSRUW ([WHQGHG 6XSSRUW 6XVWDLQLQJ 6XSSRUW 8QOLPLWHG )520<($5672)25(9(5
11 6HUYLFH6SHFWUXP $GYDQFHG&XVWRPHU6HUYLFHV$&6 ([SHUWVHUYLFHVWKDWSURYLGH\RXZLWKWDUJHWHGVNLOOVDQGSURDFWLYH JXLGDQFHWRKHOS\RXPDQDJH\RXU2UDFOHVROXWLRQV Align your technology strategy with your business priorities Accelerate your IT efficiency for higher system availability Achieve more efficient management of costs, risks, and upgrades
12 $JHQGD Service Spectrum Incident Management (SR handling) SR Severity definitions Working hours (8x5 vs 24x7) Escalation Process Oracle Configuration Support Manager Quick reference
13 ,QFLGHQW0DQDJHPHQW 65VHYHULW\GHILQLWLRQV 6HYHULW\/HYHO 1R%XVLQHVV,PSDFW 1RORVVRIVHUYLFHRUUHVRXUFHV 6HYHULW\/HYHO 0LQRU%XVLQHVV,PSDFW 0LQRUORVVRIVHUYLFHRUUHVRXUFHV 6HYHULW\/HYHO 6HULRXV%XVLQHVV,PSDFW 6HYHUHORVVRIVHUYLFHRUUHVRXUFHVZRDFFHSWDEOHZRUNDURXQG 6HYHULW\/HYHO &ULWLFDO%XVLQHVV,PSDFW &RPSOHWHORVVRIVHUYLFHRUUHVRXUFHVDQGZRUNFDQQRWUHDVRQDEO\ FRQWLQXH WKHZRUNLVFRQVLGHUHG³PLVVLRQFULWLFDO In severity level 1 situations customer is required to arrange a 24x7 contact person to co-operate with support resolving the issue. To request severity change for a open SR simply update the SR via Metalink with a request and reason or call to support.
14 ,QFLGHQW0DQDJHPHQW :RUNLQJKRXUV[YV[ Service Request reporting (24 x 7) Internet (~90 %) Phone +49 (0) Service Request working hours at Oracle Support Severity Routed 1 (1[ Worked (1[ 2 3 (1[ (1[ (1[ (1[ (*) Oracle engineers normal working hours, Sev1 = worked 24x7 4 (1[ (1[ Note: Local language SRs will be worked only within local Oracle Office working hours, because translation is needed for those.
15 ,QFLGHQW0DQDJHPHQW (VFDODWLRQ3URFHVV Available 24x7 Preferred method: Phone the technical product support phone number Ask for an SR to be escalated (give number) Pass business case and contact info Receiving engineer will ensure SR gets escalated Other method: Update in the SR via MetaLink with request to escalate, business case and contact info. The owning engineer will make sure the SR gets escalated Combination of both methods
16 $JHQGD Service Spectrum Incident Management (SR handling) SR Severity definitions Working hours (8x5 vs 24x7) Escalation Process Oracle Configuration Support Manager Quick reference
17 &RQILJXUDWLRQ6XSSRUW0DQDJHU What is Configuration Support Manager? What are the key features? Where to get more informations & support?
18 &RQILJXUDWLRQ6XSSRUW0DQDJHU :KDWLVLW A MetaLink capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of customer issues. Configuration Support Manager utilizes core configuration management capabilities available from Oracle Enterprise Manager and provides: The ability to define configurations and organize projects A view of Configuration details and changes Improved Service Request tracking and submission Proactive problem avoidance with HealthChecks Proactive Product and Security Alerts
19 &RQILJXUDWLRQ6XSSRUW0DQDJHU &RYHULQJWKH2UDFOH7HFKQRORJ\6WDFN )XWXUH 6XSSRUWHG 6RIWZDUH &ROODERUDWLRQ6XLWH KLJKHU 'DWDEDVH KLJKHU (%XVLQHVV6XLWH KLJKHU $SSOLFDWLRQ6HUYHU KLJKHU 3HRSOHVRIW 6LHEHO KLJKHU 6XSSRUWHG 3ODWIRUPV 6XQ63$5& 6RODULV /LQX[ $6 +38;,%0$,; :LQGRZV,QWHO$0',WDQLXP 7UX E 2&0LVODVWUHOHDVHZLWK7UXDVDFROOHFWLRQWDUJHW 2&0LVODVWUHOHDVHZLWK+38;DVDFROOHFWLRQWDUJHW
20 &RQILJXUDWLRQ6XSSRUW0DQDJHU :KDWLVDFRQILJXUDWLRQ" Configurations are named collections of hardware, software, and operating system running on a machine.
21 $XWR&RQILJXUDWLRQV
22 &RQILJXUDWLRQ6XSSRUW0DQDJHU 5'$JHQHUDWHGFRQILJXUDWLRQV
23 &RQILJXUDWLRQ6XSSRUW0DQDJHU 6HUYLFHVE\FRQILJXUDWLRQW\SH 6HUYLFH)HDWXUH $XWR&RQILJXUDWLRQ 2UDFOH&RQILJXUDWLRQ 0DQDJHU 5'$*HQHUDWHG &RQILJXUDWLRQ 6HUYLFH5HTXHVW 6XEPLVVLRQ ; ; 6HUYLFH5HTXHVW 7UDFNLQJ ; ; &RQILJXUDWLRQ9LHZ ; ; 'HWDLOHG&RQILJXUDWLRQ 9LHZ ; 3URGXFW$OHUWV ; ; +HDOWK&KHFNV ;
24 &RQILJXUDWLRQ6XSSRUW0DQDJHU 3URMHFWV
25 &RQILJXUDWLRQ6XSSRUW0DQDJHU 0RUHLQIRUPDWLRQV You can find additional information on Configuration Support Manager and the Oracle Configuration Manager collection tool by clicking on Help, Learn More and Download Collector
26 &RQILJXUDWLRQ6XSSRUW0DQDJHU,I\RXQHHG6XSSRUW KRZWRFUHDWHD65IRU&602&0 Select Product OSS Support Tools
27 &RQILJXUDWLRQ6XSSRUW0DQDJHU,I\RXQHHG6XSSRUW KRZWRFUHDWHD65IRU&602&0 Select Type of Problem Configuration Support Manager
28 &RQILJXUDWLRQ6XSSRUW0DQDJHU 0HWD/LQN )RUXPIRU&60 Use CSM Forum for General Questions regarding CSM Hints & Tips Before logging a Service Request
29 &RQILJXUDWLRQ6XSSRUW0DQDJHU 5'$LQIRUPDWLRQ Metalink Note RDA V4 Getting Started
30 $JHQGD Service Spectrum Incident Management (SR handling) SR Severity definitions Working hours (8x5 vs 24x7) Escalation Process Oracle Configuration Support Manager Quick reference
31 4XLFN5HIHUHQFH MetaLink: RDA Info Doc ID: Diagnostic Tests Catalog Escalation Process Doc ID: Working Effectively With Oracle Support - Doc ID: Support Advisory Webcasts - Doc ID: Oracle Technical Support Policies: Download PDF for information regarding Support Terms, Support Levels, and Severity Definitions OCS Website: conference.oracle.com Quick Tutorial located in the Quicklinks box on the right
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