Uwe Sachse Global Enterprise Service Delivery Manager Oracle Support Services Customer Management

,QVHUW3LFWXUH+HUH! :RUNLQJHIIHFWLYHO\ZLWK2UDFOH6XSSRUW Uwe Sachse Global Enterprise Service Delivery Manager Oracle Support Services Customer Management

$JHQGD Service Spectrum Incident Management (SR handling) SR Severity definitions Working hours (8x5 vs 24x7) Escalation Process Oracle Configuration Support Manager Quick reference

$JHQGD Service Spectrum Incident Management (SR handling) SR Severity definitions Working hours (8x5 vs 24x7) Escalation Process Oracle Configuration Support Manager Quick reference

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6HUYLFH6SHFWUXP 3URDFWLYH3UHYHQWDWLYH6XSSRUW &ROODERUDWLYHVXSSRUWWRSURDFWLYHO\SUHYHQWSUREOHPVDQGWR DFFHOHUDWHSUREOHPUHVROXWLRQXVLQJSURFHVVEHVWSUDFWLFHVDQG DGYDQFHGVXSSRUWWHFKQRORJLHV Configuration Support Manager HealthChecks Configuration-Specific Product and Security Alerts Maintenance Wizard Automated Testing & Assessments

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

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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

$JHQGD Service Spectrum Incident Management (SR handling) SR Severity definitions Working hours (8x5 vs 24x7) Escalation Process Oracle Configuration Support Manager Quick reference

,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.

,QFLGHQW0DQDJHPHQW :RUNLQJKRXUV[YV[ Service Request reporting (24 x 7) Internet http://metalink.oracle.com (~90 %) Phone +49 (0) 180 2000 170 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.

,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

$JHQGD Service Spectrum Incident Management (SR handling) SR Severity definitions Working hours (8x5 vs 24x7) Escalation Process Oracle Configuration Support Manager Quick reference

&RQILJXUDWLRQ6XSSRUW0DQDJHU What is Configuration Support Manager? What are the key features? Where to get more informations & support?

&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

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&RQILJXUDWLRQ6XSSRUW0DQDJHU :KDWLVDFRQILJXUDWLRQ" Configurations are named collections of hardware, software, and operating system running on a machine.

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&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

&RQILJXUDWLRQ6XSSRUW0DQDJHU,I\RXQHHG6XSSRUW KRZWRFUHDWHD65IRU&602&0 Select Product OSS Support Tools

&RQILJXUDWLRQ6XSSRUW0DQDJHU,I\RXQHHG6XSSRUW KRZWRFUHDWHD65IRU&602&0 Select Type of Problem Configuration Support Manager

&RQILJXUDWLRQ6XSSRUW0DQDJHU 0HWD/LQN )RUXPIRU&60 Use CSM Forum for General Questions regarding CSM Hints & Tips Before logging a Service Request

&RQILJXUDWLRQ6XSSRUW0DQDJHU 5'$LQIRUPDWLRQ Metalink Note 314422.1 RDA V4 Getting Started

$JHQGD Service Spectrum Incident Management (SR handling) SR Severity definitions Working hours (8x5 vs 24x7) Escalation Process Oracle Configuration Support Manager Quick reference

4XLFN5HIHUHQFH MetaLink: http://metalink.oracle.com/ RDA Info Doc ID: 175853.1 Diagnostic Tests Catalog - 232116.1 Escalation Process Doc ID: 199389.1 Working Effectively With Oracle Support - Doc ID: 166650.1 Support Advisory Webcasts - Doc ID: 405149.1 Oracle Technical Support Policies: http://www.oracle.com/support/policies.html 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