<Insert Picture Here> Working Effectively With Support Leveraging Oracle Support for Partners Benefit Jose Sainz Global Customer Advocacy (Global Customer Support) jose.sainz@oracle.com
Safe Harbor Statement 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 decision. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 2
Agenda Objetive: Improve the work relationship with Oracle Support Introduction: Maximize the Support Investment Lifetime Support Policy My Oracle Support (Including SUN info transition) Support Tools Working Effectively With Support Escalation Process Summary Information for Partners (Guided Learning Paths) Q & A 3
Oracle Support Services Portfolio Oracle Premier Support Global Support Infrastructure Advanced Customer Services Priority Service Advanced Support Assistance Product Enhancements and Updates Proactive, Automated Support Lifetime Support Assisted Services Assessments & Testing Business Critical Assistance Solution Support Center Ecosystem Support Technical Account Management Expert Services 4
<Insert Picture Here> The Value of the Support Investment 5
Reactive Support vs. Proactive Here you have your Products and CSI s My Oracle Support, Log Service Requests My Oracle Support Simple Query RE-query Log SR Escalate SR Renewal 6
Reactive Support vs. Proactive Here you have your Products and CSI s My Oracle Support, Log Service Requests My Oracle Support Simple Query RE-query Log SR Escalate SR Renewal Proactive Resources Alerts and Notifications Configuration Manager & Dashboards Communities Effective Searchs Knowledge Browser- Knowledge Base Diagnostics and Tool Remote Diagnostic Agent Ora-600/7445/Trace Tool 300+ DBA Script Library LTOM, OSW, HangFG, StackX PL/SQL Profiler, SQLTXPLAIN, TRCANLZR 250+ EBusiness Diagnostics Maintenance Wizard PSFT/JDE Change Assistant & Perform. Monitor Siebel Upgrade Wizard Powelful Reactive Support Configuration Manager with Systems Service Requests Free Training 7
<Insert Picture Here> Lifetime Support Policy 8
What is Lifetime Support Policy? AS LONG AS you license your Oracle products Lifetime Support Policy provides access to technical experts INDEFINITELY for ALL Oracle Products Copyright 2009, Oracle. All rights reserved. 9
Benefits of Lifetime Support Policy Our Commitment Benefits for Customers Protecting and Maximizing 1 Your 2 Investment Control of Your Upgrade Strategy Indefinite Technical Support Copyright 2009, Oracle. All rights reserved. 10
1 Control of Your Upgrade Strategy 1 Predictable Support Stages Predictable at GA timing - Premier Support 5 Years - Extended Support 3 Years - Sustaining Support Indefinite Freedom to Upgrade on Your Timetable and Business Strategy Copyright 2009, Oracle. All rights reserved. 11
2 Indefinite Technical Support 2 Tow Choices: 1. Extended Support (if offered) 2. Sustaining Support General Availability(GA) 5 Years Extended Support 3 Years Sustaining Support Continues Indefinitely Indefinite Premier Support Sustaining Support 0 5 8 Years from General Availability(GA) t Extended Support is offered for the terminal patch set release of SPECIFIC product releases. Sustaining Support is offered for ALL releases. Copyright 2009, Oracle. All rights reserved. 12
Deliverables of Indefinite Lifetime Support Key Features Premier Support Extended Support Sustaining Support Major Product and Technology Releases Technical Support Access to Support Portal Updates and Fixes * Pre-existing** Security Alerts Pre-existing** Critical Patch Updates(CPU) Pre-existing** Tax, Legal, and Regulatory Updates Pre-existing** Upgrade Scripts Pre-existing** Certification with Existing third-party Products/versions Certification with most new third-party products/versions Certification with most new Oracle products * New Updates and Fixes created during Extended Support are made downloadable only for the customers with valid Extended Support. ** Pre-existing: Any Updates, Fixes, Upgrade Scripts, Security Alerts, and Critical Patch Updates created during Premier Support. Copyright 2010, Oracle. All rights reserved. 13
Support Identifiers Your Key to Accessing Oracle Support What is a Support Identifier? Used to Verify Eligibility for Support Services Identifies your licensed products Necessary to access My Oracle Support My Oracle Support Customer User Administrator (UA) Customer is responsible for maintaining Support Identifier Each Support Identifier must be assigned at least one UA - Multiple UA s are advised for backup purposes Provides Control over your Company s My Oracle Support access Enhances Security Migrations to or consolidation of Support Identifiers Do not delete migrated Support Identifiers from your profile Allows continued access to Service Request history 14
Support Identifier Your Key to access Oracle Support SUPPORT NUMBER (PT) 21.423.52.00 OPTION 1: English OPTION 2: Portuguese 1.- TECHNICAL OPTION IN PORTUGUESE To log technical issue (SR) (in case of internet failure or not able to access My Oracle Support) or any other situation 2.- NO TECHNICAL OPTION IN PORTUGUESE To speak with Customer Care department, queries or problems about My Oracle Support. For Doftware Requests To contact Support Sales or Renewal department or issues with CSI. For any other Support Issue or Support question 15
Service Request Severity Definitions No loss of service or resources Minor loss of service or resources Severe loss of service or resources w/o acceptable workaround Complete loss of service or resources and work cannot reasonably continue - the work is considered mission critical 16
<Insert Picture Here> My Oracle Support Unified Support Portal
My Oracle Support - The Journey SupportWeb ebiz Unified Support Platform Next Generation Support Platform Customer Connection MetaLink esupport e-support Clarify Customer 1 ITS Siebel Call Centre Other Legacy Support Platforms Personalized & Proactive Services Embedded Configuration Management Extensive Knowledge Base & Communities Outcome: Customer Success 25% problems avoided 40% faster problem resolution 30% faster service request creation 97% of problems resolved quicker with targeted knowledge 18
Next Generation Support Platform Customer Communities Knowledge Management Guided Search My Oracle Support User Healthchecks Projects Service Request Reporting Configurations System View Support Engineer 19
Next Generation Support Platform Support Experience Benefits Faster problem resolution Simplified support experience Avoid known problems Improve system stability Real-time collaboration Connect with Oracle experts 20
My Oracle Support Graphical View of System Health and Critical Patches Based on Your Environment Page and Regions Refreshed Dynamically Real- Time Personalized View Of Your Service Requests Based On What You Need To Do Today Graphical View of Inventory and Usage Systems Are Prioritized Based On Which System Configurations Have Critical Issues Needing Attention Quick Access to Tips and Tricks. Many Customizable Drop In Regions Targeted Knowledge Based On Your Specific System Configurations Latest Breaking News Manage Your Projects At A Glance 21
Voice of the Customer How do we get our hands on Oracle Best Practices? Over 80% of our customers consider it important for Oracle to offer an online Support Community Highest ranking Customer requests: 1) Best Practices Exchange 2) Discussion Forums 3) Ideas Exchange 22
Real-Time Collaboration & Knowledge Sharing My Oracle Support Community Connect Discussion Forum Search Collaborate Best Practice Exchange Rewards & Recognition News Events User Reputation People Finder Communicate Tagging Private Messaging Consume My Oracle Support Knowledge Oracle Community Knowledge 3 rd party Knowledge 60+ Communities and Growing 23
My Oracle Support configuration manager VALOR Una potente capacidad de Premier Support que proporciona a los clientes una forma muchísimo más simple de gestionar sus entornos Oracle Gestion simplificada de configuraciones Resolución más rápida de los problemas Notificacón proactiva de publicaciones Rendimiento Optimizado MEJORES RESULTADOS 30% de reducción en la apertura de SR 20% más rápido el tiempo de respuesta SR 40% más rápida la resolución de problemas 25% de los problemas evitados con las Alertas y HealthChecks 24
Oracle Support Live Link O ra cle Live Link he lps O ra cle p rovide yo u tim ely a nd focused Support. A s ma ll a m ount o f inform a tio n a bo ut yo ur enviro nm e nt is sent to Oracle support to better handle your requests. T o see an exam ple of the information, select this link. Enable Oracle Live Link Disable Oracle Live Link < Back Next > Cancel Configuration Manager: The Big Picture My Oracle Support Support System View Interface Oracle CCR Knowledge Management HTTPS Proxy Server Oracle O L ive Link k Simple install/ command UI Customer Site 25
Proactive and Automatized Support Configuration manager HealthChecks Configuration-Specific Product and Security Alerts Maintenance Wizard Automated Testing & Assessments Avoid Problems before it appears fix once/fix many 26
<Insert Picture Here> Working Effectively With Support 27
Oracle Collaborative Support (OCS) and DITO (Demo It To Oracle) Faster Resolution Time On Demand connection Instant online collaboration Customer access to scripts, tools and instruments Join via My Oracle Support Expectations Used for observation, validation, and problem verification Engineers will not start a session to install or train on the product, nor demonstrate product functionality Web Conferences typically last no longer than 20 minutes 28
Best Practices Lesson s learned from our customers. Shared ownership in resolving the issue Quality and quantity of communication Joint Planning on problem resolution 29
Problem Communication DocumentacióClear documentation about the Problem. Cause and Effect Reply all the questions when logging SR Review My Oracle Support Knowledge Database Knowledge Browser Comunidades Contact with Oracle isr (My Oracle Support) Ensure that the IMPACT is really understood 30
Success Communication Minimize updates and ping-pong Documentation is Key Monitor status and priority changes Use Escalation Process when needed 31
Escalation Process <Insert Picture Here> Bringing Management Attention to your Service Request 32
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. 33
Escalation Process When to escalate? Encounter critical roadblocks Communicate business issues to managers within Oracle Support Dissatisfied with resolution or response Escalate issues in a timely manner Quality of escalation criteria is key: Project deadlines? Lost Revenue? Government reporting? Users at your door 34
Escalation Process Support Phone: 21.423.52.00 Other Support Hotlines: http://www.oracle.com/support/contact.html V.P. or Executive Senior Manager or Director Manager / Escalation Manager Support Representative Customer 35
Partner SMART Partner-specific training path Many recorded training sessions already available A new topic covered each month Example sessions include: Apps Diagnostics, Maintenance Wizard, RDA, Change Assistant, Performance Monitor, etc. For more information: Log into OPN (http://oraclepartnernetwork.oracle.com) Click on SUPPORT (Left hand column) Look under Get Trained 36
Partner Support Guidance OPN Self guided, Self service Guided Learning Paths for enablement, assessments, and tracking Covers basics of Support through Advanced skills Support Champion list published Live Events Participation in A&C led events including OPN Day, new Partner Boot camps, Training Sessions Support led events such as Partner Support Day Targeted training sessions on specific topics Webcasts, E-seminars Support Webcasts to Partner Community as part of Advisory Webcasts Customer Support Program Awareness R12 Monitoring Peoplesoft 9 early adoption JDE 8.12 Siebel 8.0 (Updated quarterly) 37
OPN Support Tab 38
Purpose: OPN Online Training Support Guided Learning Paths (GLP) The Support Guided Learning Paths form part of the general OPN GLP structure to promote training and certification upon assessment completion. Support Guided Learning Paths are the first step in creating a Superior Ownership Experience for our Oracle partners and their customers. How does this benefit the Partner? Knowledge: Increases support-related knowledge for our partners Consistency: Ensures we have consistent trained & certified partners resulting in more successful engagements between our Partners and their customers Customer Satisfaction: Helps to minimize escalations that improves both Customer and Partner satisfaction 39
Summary Understand support terminology Know severity level definitions Access My Oracle Support!! Run Diagnostic Tests Use Oracle Collaborative Support Set up Configuration Manager Communicate the issue effectively Engage the escalation process when necessary 40
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Thank You! 42