Creating Customer Value

Transcription

1 <Insert Picture Here> Creating Customer Value Milind Ambani, Manager, Global Software Support

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 Introduction to My Oracle Support Oracle Configuration Manager Upgrade Advisors Additional Support Resources Working Effectively With Support Q&A

4 Agenda Oracle Configuration Manager Upgrade Advisors Additional Support Resources Working Effectively With Support Q&A

5 My Oracle Support Single, Customisable, Unified Customer Support Portal for all products Knowledge Base with 900,000+ solutions for 3,000+ products Patches, Fixes & Version Updates Oracle Configuration Manager ( Doc ID Trainings answering How- To questions on MOS usage Personalized communities with ~80% product coverage & 323K+ members Service Request (SR) management

6 Introducing: MOS Mobile Applications available for : iphone/ipad/ipod Touch Android Launching applications very soon for: BlackBerry Symbian Search, View & Update SRs News, Events, Webcasts, Blogs and Videos can be accessed using your fingertips Future Enhancements Browse and search knowledge articles View certification data Hardware part replacement

7 Agenda Introduction to My Oracle Support Upgrade Advisors Additional Support Resources Working Effectively With Support Q&A

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44 Agenda Introduction to My Oracle Support Oracle Configuration Manager Additional Support Resources Working Effectively With Support Q&A

45 What is an Upgrade Advisor? Specially created dynamic documents intended to guide you through an upgrade lifecycle using step-by-step instructions Incorporates information from various sources and best practices collected over numerous upgrades Each upgrade advisor is specific to a particular upgrade path of a product or suite between specific versions. In depth of information available presented in multimedia formats Organized to take maximum advantage of what you need when you need it Supported via Collaborative Support through a focused community ( Updated regularly Doc ID : Oracle Customer Support Lifecycle Advisors

46 Upgrade Advisors

47 Upgrade Advisors

48 Available Upgrade Advisors DB Agile EBS Enterprise Manager FMW Oracle BI PeopleSoft Primavera JDE EPM Siebel 2010 Oracle Corporation - Proprietary and Confidential

49 Agenda Introduction to My Oracle Support Oracle Configuration Manager Upgrade Advisors Working Effectively With Support Q&A

50 Explore Available Knowledge See document id for additional information on Knowledge Home and Searching

51 Product Information Centers One Stop Shop for specific Release information Upgrade Tools and Tips Critical Patch Updates Announcements Localizations Available For: E-Business Suite PeopleSoft JD Edwards Siebel Fusion Middleware Database

52 Transfer of Information (TOIs) TOI features online Training Available to Oracle Supported customers at product release time. These online courses provide release-specific product knowledge that enables your functional and technical teams to plan, implement/upgrade and support Oracle products effectively and efficiently. Available for: Agile,Application Integration Architecture,CRM On Demand,Demantra,Hyperion,JD Edwards EnterpriseOne,JD Edwards World,Oracle EBS,Oracle Healthcare,Oracle Life Sciences,Oracle Retail,Oracle Remote Data Capture,Oracle Transportation Management,Oracle Workforce Scheduling,PeopleSoft Enterprise,Social CRM,Siebel,Oracle Pedigree and Serialization Document id

53 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 & archived newsletters through document id Subscriptions can be received via , subscribe through

54 My Oracle Support Community Can be accessed via the Community Tab or directly through Recent content (discussions, documents, etc.)

55 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 ( AskTom ( Oracle Social Media Directory (

56 Customer Education Oracle By Example ( Hundreds of step-by-step Tutorials Database, Fusion Middleware, Enterprise Manager, Jdeveloper Advisor Webcasts (document id ) My Oracle Support schedule, recorded or archived for replay Process And Tools Webcasts Technical Webcasts

57 Agenda Introduction to My Oracle Support Oracle Configuration Manager Upgrade Advisors Additional Support Resources Q&A

58 Service Request Severity Definitions Severity Level 4 No Business Impact No loss of service or resources Severity Level 3 Minor Business Impact Minor loss of service or resources Severity Level 2 Serious Business Impact Severe loss of service or resources Severity Level 1 Critical Business Impact Complete loss of service or resources Showstopper/Production down

59 Determining Service Request Severity

60 When you log a Service Request.. Enter the correct Product and Database version (e.g. V instead of V6) Environment where the problem is occurring is specified (e.g. Development, Production, Test ) Ensure the problem is clearly described, highlighting the business impact Upload relevant screenshots/log files/outpout files clearly showing the error messages/issue encountered ; upload diagnostic scripts/debug files wherever applicable - Appropriate nomenclature of files really helps Additionally include: Detailed replication steps Analysis done at your end Patchset level, environment history & recent changes,if any

61 How to work Effectively with Support Joint ownership, mutual communication aids resolution Provide complete information requested for effective diagnosis Support uses Oracle Diagnostic Methodology as an SR resolution approach Clarifies the issue with relevant data Request information with a purpose Recommend solution with justification Still see a need for closer interaction? Contact engineer/manager via Hotline! We need to partner together to be successful

62 Escalations <Insert Picture Here> Bringing Management Attention to your Service Request

63 Raising Severity vs. Escalations Severity 1 Escalation Business Impact Showstopper Critical Ownership Multiple across globe Single When to consider? Showstopper Lack of response /Critical roadblocks/project Milestones/Management attention Availability 24*7 support and customer Sev 1 SRs are worked on the highest priority During the engineer working shift Raise an escalation well in time based on your milestone/business impact Sev 3 and Sev 4 SRs can be raised to Sev 2 instead of escalating

64 Business Justification for Escalations Escalate with the clear technical/business impact of the issue Does this affect a major milestone? If yes, milestone name and milestone date? Any workaround available? Why is the workaround not acceptable? Additional comments

65 Escalation Process BSNL Toll Free : Tata Toll Free : Other Global Support Hot Lines: V.P. or Executive Senior Manager or Director Manager / Escalation Manager Support Representative Customer

66 Providing Feedback to Support We would like to hear from you. Request you to respond and provide your feedback through Customer Transaction Surveys on: Our Service Online Portal i.e. My Oracle Support Product

67 Summary Leverage Proactive Tools such as : MOS, OCM, Upgrade Advisor, Communities Catch the latest information from Knowledge Management Portal via : Product Information Centers, TOIs, Newsletters Work Effectively with Support Log SRs with complete information Collaborate and communicate Leverage Escalation process for Business Critical Situations Provide us with your feedback

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69 Thank You!

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71 Oracle s Lifetime Support Policy Your Investment Protected For Life Premier Support Extended Support Sustaining Support Unlimited FROM 5 YEARS TO FOREVER

72 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

73 Available Guided Pathways DB EBS FMW PeopleSoft JDE 10.2 to to 11.2 Exadata Upgrade from to CU2 to Technical Upgrade path (Techstack) Financials HRMS HCM FMW: OAS Forms/Reports Services to FMW 11g Forms/Reports Services FMW: OAS Portal to FMW 11g Portal HCM 8.9 to 9.1 FSCM PeopleTools 8.48/49 to 8.50 OneWorld Xe to EnterpriseOne 9.0 EnterpriseOne 8.11 to 9.0 Siebel Siebel CRM 7.8/8.0 to Oracle Corporation - Proprietary and Confidential