My Oracle Support Portal

Transcription

1 <Insert Picture Here> My Oracle Support Portal Fuad Samara Customer Service Manager Global Customer Management

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 My Oracle Support Portal My Oracle Support Configuration Manager My Oracle Support Community Support and Diagnostic Tools Best Practices For Reactive Issues The Escalation Process Summary Q &A

4 My Oracle Support Portal <Insert Picture Here>

5 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 5

6 My Oracle Support (

7 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.

8 Getting Started Quick access to Tips and Tricks. Many customizable drop-in regions

9 Monitor System Health Graphical view of system health & critical patches based on your environment

10 Manage System Inventory Graphical view of system inventory.

11 Review System Information Systems prioritized based on which system configurations have critical issues needing attention

12 Personalized Knowledge Targeted knowledge based on your specific system Targeted knowledge based on your specific system configurations

13 Latest Information Latest breaking news

14 Manage Service Requests Personalized view of your service requests based on what you need to do today

15 Monitor Projects Manage your projects at a glance

16 Patches and Updates Tab Identify and review patches specific to your environment

17 Patches and Updates Tab Patch Search

18 Patches and Updates Tab Quick Links Download Oracle Products and patches Article ID Set of Recommendations to make it easier to obtain and deploy fixes for known critical issues View the latest Patch View the latest Patch Packs

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

20 Knowledge Browsing Refer to Searching and Browsing Video in Note #

21 Knowledge Browsing Refer to Searching and Browsing Video in Note #

22 My Oracle Support Configuration Manager <Insert Picture Here>

23 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 Service Request Priority Handling (Pilot Program for customers submitting Database, PSFT, Siebel, FMW, and EBS SRs.)

24 Getting the most out of My Oracle Support

25 My Oracle Support Community <Insert Picture Here>

26 My Oracle Support Community Engage Best Practices via collaborative support environment

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

28 Support and Diagnostic Tools <Insert Picture Here>

29 Support and Diagnostic Tools 10g and 11g Upgrade Companion Remote Diagnostic Agent (RDA) 300+ DBA Script Library ORA-600/7445 Lookup Tool Performance Tuning Tools (Linux and Unix only) SQL Tuning Scripts Maintenance Wizard EBusiness Diagnostic Support Pack R12 Ebusiness Information Center Upgrade Wizard Application Deployment Manager Script Checker Utility

30 Support and Diagnostic Tools Change Assistant Change Impact Analyzer Performance Monitor Change Assistant Support Assistant Performance Monitor Change Assistant Net Change Analyzer

31 Support and Diagnostic Tools

32 <Insert Picture Here> Best Practices For Reactive Issues

33 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 w/o acceptable workaround Severity Level 1 Critical Business Impact Complete loss of service or resources and work cannot reasonably continue - the work is considered mission critical

34 When you have an issue First, search the knowledge base for a possible solution Log your Service Request through My Oracle Support Associate your Service Request with a Configuration this will significantly reduce the questions you need to answer When not using the Configuration Manager you will need to provide as much detail as possible when logging your Service Request including: Product and version (e.g. V instead of V6) Database and version Client Operating System Environment where the problem is occurring (e.g. Development, Production, Test) Product Area (e.g. Assignment Manager, Installation, Configuration, etc) Relevant error numbers, if any, and text exactly as it appears.

35 Additionally include A complete description of the issue: Include as many details as possible Include a detailed history of the environment and any changes Is the issue reproducible Detailed replication steps Troubleshooting steps Did you try any suggested solutions document these as well along with their results Attach any supporting documents log files, trace files, screen shots

36 Other considerations Help us understand your environment! The data, software, and hardware configurations, patch combinations, and integration points are different for every customer. Ensure that the business impact of the issue is well understood How is the issue impacting your business? What is the financial impact on your company? Include details to back up the requested Severity. The more you can quantify the impact the more leverage support has to ensure the issue is worked appropriately! Verify that the Severity Level is set appropriately and represents the business impact of your issue

37 When Working a Service Request Documentation is essential Answer all questions the support engineer is asking Ensure there is an action plan after each update and define who owns each action Ensuring you provide what is requested or an explanation of why it was not provided. Request phone calls where appropriate Request Collaborative Support sessions as appropriate (OWC). Test in the standard environments. Monitor changes in SR status and severity. Communicate when a change in severity becomes necessary. Escalate concerns via the escalation process.

38 The Escalation Process <Insert Picture Here>

39 Escalations Defined Asking to increase the Severity of your Service Request is NOT an escalation. Escalating an issue means bringing Oracle Support Management attention to your Service Request. Escalating your Service Request will provide a direct, 2-way dialogue with a Manager in Support. Severity increases can be discussed during this dialogue.

40 Escalation Process Call : Other Global Support Hot Lines: V.P. or Executive Senior Manager or Director Manager / Escalation Manager Support Representative Customer XXXX

41 Summary <Insert Picture Here>

42 Summary Priority Handling Personalized Dashboard Service Request Management Knowledge Base Configuration Management Health Checks & Recommendations Patch Advice & Recommendations Business Intelligence 75K+ Members Peer Community Web 2.0 Capabilities Oracle Expert Community Community Knowledge Seamless Enterprise Manager Integration Services Integration

43 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. Consider the Service Request Best Practices and take the advantage of The Escalation Process

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