<Insert Picture Here> Calling Oracle Global Customer Support Customer Training
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1 <Insert Picture Here> Calling Oracle Global Customer Support Customer Training April 15, 2011
2 Agenda Oracle Global Customer Support Phone Coverage Language Support and Hours of Operation Calling Oracle Global Customer Support Existing Service Requests and Escalations New Technical Service Requests New Non-technical Service Requests Inquiring About a Dispatch Task Additional Information The purpose of this presentation is to provide you information on current practices for calling Oracle Global Customer Support.
3 Oracle Global Customer Support Phone Coverage Oracle Support provides phone numbers worldwide Access the Global Customer Support Contacts Directory at: Phone numbers or Support hotlines include: Toll-free numbers In country toll Direct Inward Dialing (DID) numbers Two-step toll free numbers with access codes These numbers can be used to Request support for Oracle s: Exadata and Exalogic Machines, Sun Hardware and Operating Systems, and Software products. Sun Support numbers have already consolidated into the single set of numbers available at:
4 Language Support and Hours of Operation Refer to or the latest policy definition for regional language support coverage Oracle Global Customer Support provides 7x24 English phone support coverage for all Exadata, Sun Hardware and Operating Systems, and Software calls. In most cases, language support coverage is limited to the local hours of operation with a few exceptions for critical support in some languages Support coverage in local languages is provided in the form of translation services by Oracle Global Customer Support Service Representatives Technical Support is available in limited local languages for Sun Hardware and Operating Systems
5 Calling Oracle Global Customer Support For the majority of countries, customers calling Oracle Support will be asked to select between their local language or English Oracle s Support phone menu has been simplified to ensure easy access to Support Engineers and Service Representatives for existing and new Service Request calls The Support phone menu separates calls by Existing Service Requests New Service Requests Phone Menu Options for New Service Requests are: Exadata and Exalogic Support Sun Hardware and Operating Systems Support Software Support
6 Existing Service Requests and Escalations Customers will need to provide the Service Request (SR) number when calling back on an existing Service Request Enter all the digits of the Service Request number (before and after the - dash symbol) Escalation Requests: You can initiate an escalation request on an existing Service Request over the phone Enter your Service Request number and select the escalation request option. You will then be routed to a Service Representative who will assist you with the escalation Non-escalated Requests: When calling on an existing open Service Request, the call is routed to the Engineer or Service Representative who owns the Service Request.
7 Existing Service Requests (continued) If the owner is not available to accept the call, you are notified and offered two options: Leave a voice mail for the Service Request owner Request the next available Service Representative for further assistance When leaving a voice mail for the Engineer or Service Representative working the SR, leave your name, number and Service Request number as part of the message Each time a customer calls on an existing SR, an update is made to the Service Request recording the time and date of the call NOTE: If the Engineer working the Service Request is not available and you require immediate attention, please select the option to speak to the next Service Representative for further assistance.
8 New Technical Service Requests Customers will need a valid Oracle Support Identifier (CSI) when requesting a new Technical Service Request for Software Support. Your Support Identifier will be validated against Oracle s database If the Support Identifier cannot be validated the call will be routed to a Service Representative for further assistance Support for New Technical Service Requests are classified as: Exadata and Exalogic Support Support for Exadata and Exalogic Machines Sun Hardware and Operating Systems Sun Hardware Support including Operating Systems, Hardware Parts, Disk, SaND, SPARC and X64 Software Support All Oracle Software product lines, Unbreakable Linux Support, SeeBeyond (Java CAPS) and MySQL
9 New Non-Technical Service Requests Customers can request assistance over the phone for nontechnical issues including: Assistance with accessing My Oracle Support Assistance locating a valid Oracle Support Identifier (CSI), Support contract, or Support Sales Representative Product upgrades and media requests included in your support agreement Oracle Software upgrades and media included in your support agreement Requests for parts A system serial number may be provided to the Global Customer Support Representative to log a non-technical SR for Sun Hardware and Operating Systems
10 Inquiring About a Dispatch Task Customers can inquire about the status of a Dispatch Task by: Selecting the Existing Service Request menu option if your task has been requested or tracked in an open Service Request Selecting New Service Request under Sun Hardware and Operating Systems Support - Non-technical Request and a Service Representative will assist you Selecting New Service Request under Sun Hardware and Operating Systems Support - Technical Service Request and your request will be logged against a new Service Request
11 Additional Information Visit us on the web at: Call Oracle Global Customer Support using the numbers available at: Visit My Oracle Support at: Visit the following link for updated technical support information:
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