<Insert Picture Here> Exadata Support Model and Best Practices

<Insert Picture Here> Exadata Support Model and Best Practices Chris Warticki Global Customer Management Blogs.oracle.com/support @cwarticki

Agenda Exadata Support Model Support Terms Hardware versus Software Issues Working Effectively with Support Escalations My Oracle Support Logging Service Requests Support Tools ASR My Oracle Support Configuration Manager Quick Reference Summary Q&A

Exadata Support Model Flow Customer Onsite Hardware Support Customer Services Management (CSM) MOS, Phone, Oracle WebConference Advanced Customer Services (ACS) Support CIM, GCA, DM Exadata Foundation Engineers on Other Global Software Support Teams: OEL, RAC/CRS, DB PERF Data Warehousing, HA, EM, etc. Exadata Enterprise Support Team (EEST) Global Systems Support: Exadata Hardware Support Oracle Confidential 3

Exadata Support Model Exadata Premier Support Premier Support: Proactive and Break Fix Primary objective is to help customers have a better experience with the product and support By providing customers latest information on the product, best practices etc via My Oracle Support Prevent problems from occurring by way of Healthchecks and other Knowledge sharing (through use of Configuration Manager(OCM)) Collaborate with development for bug fixes and product enhancements based on customer experience Offer Auto Service Request (ASR) functionality Internal time-based escalations Oracle Confidential 4

Exadata Support Model Exadata Enterprise Support Team Stack DB Other Components/Options DB RAC Exadata Cell Storage OEL Sun Hardware All issues get routed to the EEST and EEST owns them to resolution Oracle Confidential 5

Exadata Support Model Exadata Enterprise Support Team Exadata EST engineers work on ALL Server issues Customer issues are routed to the team based on CSI as opposed to the product/problem type routing. The Exadata EST handles all product issues for RAC, ASM, Linux, Compute Node, Storage Cell, EM etc. covering Database and the underlying software and hardware stack The Exadata EST owns the issue until resolution Hardware After triage by Exadata EST: Software EEST will have Active Collaboration with Exadata HW team Issues are worked by the owning Exadata EST engineer who may start Active Collaboration with the appropriate Support team if required Oracle Confidential 6

Exadata Support Model Active Collaboration Active Collaboration A collaboration where EEST continues working on other aspects of the issue or situation, while an Exadata Foundation Engineer on another Support team works directly with the customer on the issue requiring his/her expertise. EEST engineer coordinates resolution process until completion. Exadata Foundation Engineers The Exadata EST team has worked with both the Hardware and Software Support teams to identify named individuals for Active Collaboration. These engineers are experts in individual components and receive training in Exadata basic architecture and patching. EEST engineers and Exadata Foundation Engineers comprise the extended Exadata Enterprise Support Team. Oracle Confidential 7

Exadata Support Model Accountability and Participation Exadata EST triages and works issues Single Point of Entry for Customer Engages Hardware and Software Support teams as required Active Collaboration Exadata EST coordinates with ACS, CSM and CIMs All Parties Informed and Engaged Customer Incident Managers (CIMs) from Hub will help with escalated accounts Escalation Management Oracle Confidential 8

Exadata Support Model Benefits of the Model True ownership and accountability with single team Closer ties with Exadata customers Less to and fro between multiple Hardware and Software Support engineers involved in resolution of complex issues with Active Collaboration Exadata EST ensures that issues are handled seamlessly end-to-end, engaging Hardware Support as needed, including on-site assistance if required, and assisting in bringing system back to full functioning Support delivery according to Exadata customers high expectations Oracle Confidential 9

Customer Incident Manager (CIM) The Customer Incident Manager Named Support Contact for Exadata Introduction The Exadata CIM will supplement and enhance the standard Exadata service provided to our customers. CIMs do this by engaging in a set of proactive and reactive activities to ensure all customer SRs are prioritized and progressed via tight collaboration with the customer and all Oracle resources applied to their SRs. Proactive Prevent escalations. Work with the customer to prioritize their backlog and ensure their SRs are progressing. Mentor customers in the use of Oracle Support Ensure WEWS session has been delivered. Engage with customers for 90 days starting day hardware and software is released to them from ACS. Weekly meeting reviews with customers to review backlog, obtain customer priorities and show the customer how to monitor and progress their SRs via MOS. Reactive Monitor all customer SRs to ensure progression via tight collaboration with owner of current SR action..

Installation, Software Release and Patching The Database Machine is pre-configured. Installation takes 2-3 days and then customers begin loading data. Storage server software is pre-installed at the factory Every Exadata customer runs the same database software, operating system, firmware and hardware. Exadata customers benefit from the experiences of others. Severity one patches are provided as soon as possible Other patches are provided in bundle patches every 4 6 weeks Three components to patch RDBMS Grid Infrastructure (CRS and ASM) Storage Server (Cell) Software Only Oracle-permitted software should be loaded on the storage servers Customers are responsible for all patching Additional services can be purchased through Advanced Customer Services

Start with your SI and Serial Numbers What is a Support Identifier? Support Identifiers Hardware vs. Software Identifies your licensed products Required when you create a Service Request Customer access must be approved your Customer User Administrator! Where is my Serial Number? Refer to My Oracle Support Note Id 748983.1 For Serial Numbers associated with an Exadata machine

Reporting Issues Best approach is to log the Service Request via My Oracle Support https://support.oracle.com You can use the phone, but it s not recommended as the primary method Use the appropriate Support Identifier Choose the appropriate product: Oracle Exadata Storage Server Software Issues with IORM, Cell Server or CELLCLI Oracle Server Enterprise Edition Issues with Partitioning, ORA Errors, Indexing, Performance Linux OS - for any OS Issues including OS Packages Oracle Exadata Hardware Any other issues, or Not Sure Log against Oracle Exadata Software, but please be sure to include the Serial Number if it turns out to be a Hardware Issue.

Reporting Issues Keep in mind: For any issue, at any time, you can call into Oracle Support and get your issue logged and assigned to the appropriate Support Team For the appropriate Support Hotline contact number: http://www.oracle.com/support/contact.html If you know that it s a Hardware issue It is important that you accurately fill in the MOS hardware template If you have a failed hard-disk, please follow the Note Id 761868.1 and attach the output of the script to the SR Once Hardware Engineer has verified that it is a hardware issue, they will respond per the prescribed timeframes set forth in the support policies

When Calling for Exadata Support The following options will direct an Exadata call to the relevant team: Press "1" Existing Service Requests Enter Service Request# Press 1 If Engineer is available, call will connect If engineer is not available Press 1 to leave VM or, Press 2 to speak to the next available EEST engineer Press 2 to Escalate the Service Request Press 2 for New Service Requests Press 1 for Exadata or Exalogic For Technical Product Issues Press 1 For Non-Technical Issues such as My Oracle Support or Support Identifier Issues Press 2

Additional Support Resources Support Best Practices <Insert Picture Here>

When you have an issue Research for known issues Check all sources MOS Knowledge Base, OTN, Community resources Check the Health Checks for relevant issues IF needed, submit an SR Details, details, details Page 17

SR Details A complete description of the issue: Include a detailed history of the environment and any changes Can you reproduce at will? Detailed replication steps Tell us about your own troubleshooting efforts What did you try? What research did you do? Attach any supporting documents log files, trace files, screen shots Bottom line: you can NOT give us too much information

MORE Details Your environment is unique We depend on our customers to manage their environments and help us understand them Act as if we know nothing about your configuration Make sure your Configurations (Using MOS CM) are current

Other considerations Does Oracle Support know how important this problem is? HOW? How is the issue impacting your business? What is the financial impact on your company? How many users are affected? Who is affected? 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

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

When Working a Service Request Documentation is essential Answer ALL questions in every action plan completely Request phone calls where appropriate Request Collaborative Support sessions as appropriate Request Collaborative Support for any issues that are not clearly Hardware or Software Monitor changes in SR status and severity Change the Severity if the situation dictates Escalate concerns via the escalation process

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

Escalations 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?

Escalation Process Call the Support Hotline http://www.oracle.com/support/contact.html V.P. or Executive Senior Manager or Director Manager / Escalation Manager Customer Support Representative

Logging Service Requests Additional Support Resources <Insert Picture Here>

Logging Service Requests Log a Service Request via My Oracle Support The Service Request is routed to the appropriate Support Team

My Oracle Support A web portal that provides access to: Technical information and solutions Patches Bugs Support Engineers & SR s Other users in the Oracle Community Configuration Manager Benefits of My Oracle Support 24 x 7 access Repository of technical articles Diagnostic tests Interactive Forum SR Access Personalized Dashboard

Main Dashboard

Submitting A Hardware Service Request

Submitting A Hardware Service Request

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Submitting A Software Service Request

Submitting A Software Service Request

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Submitting A Software Service Request Choosing Severity

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Submitting A Service Software Request

Settings: Service Request Profiles

PowerView Resulting in exactly what you want to see You can now create/modify PowerView filters directly from the content attributes of a specific region via the Action menu.

Getting Help Page-Sensitive Task Help in 4 Languages Videos, Articles, Links

Additional Support Resources ASR, Configuration Manager and Additional Support Tools <Insert Picture Here>

Automatic Service Request (ASR) Optional offering for enhanced Support experience Automatically opens service requests with Oracle for specific hardware faults Service requests filed electronically and securely Fast and accurate resolution of the hardware faults Improved availability, less downtime Can be integrated with existing monitoring tools ASR manager can send SR notifications via SNMP traps to existing monitoring tools Free - Included with Oracle Premier Support for Systems

How Does ASR Work? Customer Datacenter Oracle Support Services Fault occurs FRU replaced by Field Engineer Oracle Field Engineer Customer SR creation email notification to customer FRU dispatched by Support Engineer Oracle Support Engineer Oracle Case Management System Service Request routed to Support Engineer Product's auto-diagnosis facility sends SNMP trap to ASR Manager ASR Manager Fault telemetry securely transmitted to Oracle ASR Service Service Request (SR) created Copyright @ 2010 Oracle Corporation and/or its affiliates

ASR Fault Coverage For Exadata Included: CPU Disk controllers Disks Flash Cards Flash modules InfiniBand Cards Memory System Board Power supplies Fans Not included: InfiniBand Switches Cisco Switch KMM / KVM PDUs Batteries For the hardware components not included, plug-ins for Grid Control have been developed. http://www.oracle.com/technetwork/oem/grid-control/exadata-plug-in-bundle-188771.html Copyright @ 2010 Oracle Corporation and/or its affiliates

ASR Requirements Qualified Sun Server to run ASR Manager OEL 5.3 (or higher) or Solaris 10 update 6 (or higher) Connectivity to the management network of the Database Machine https access to extranet (i.e Oracle support) Can use an Exadata database server as the ASR manager, though not recommended Can upgrade existing ASR manager to monitor the Exadata Database Machine Exadata Storage Server Software version 11.2.1.3.1 or higher ASR Manager version 2.7 or higher Technical system administrator contact for the Database Machine registered with Oracle Support http://reg.sun.com See http://www.oracle.com/asr/ for more information Link for wiki from first bullet point http://wikis.sun.com/display/asrso/sun+products+qualified+for+asrsun Server to run ASR Manager

My Oracle Support Configuration Manager What is it? A Support capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of customer issues. 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 http://download.oracle.com/docs/cd/e18041_01/doc.103/e18036.pdf

OCM: The Big Picture My Oracle Support Config View Support SCM Oracle CCR Knowledge Management HTTPS Proxy Server Simple install/ command UI Customer Site

Configurations Data Security and Privacy Customers see the same data as Oracle Primary access is by Oracle Product Support Data is used by Product Support to improve the customer level of service Data collected is hardware, system software, and Oracle product information Data does not include business transactions, passwords, or control sensitive information

Support Tools DBA / Developer Resources & Tools My Oracle Support Configuration Manager Dozens of Healthchecks and Patch advisors Upgrade Advisors 10g &11g Upgrade Companion Remote Diagnostic Agent (RDA) 19 pre-built tests and enhanced functions 300+ DBA script library Performance Tuning Tools (Unix/Linux only) LTOM Lightweight Transaction OnBoard Monitor OSW Operating System Watcher HangFG Hang File Generator Stackx Stack Trace Extraction PL/SQL Tuning Scripts PL/SQL Profiler SQLXPLAIN Plan TRACANALYZER Ora-600/7445 Tool

My Oracle Support - Diagnostic Tools

Additional Support Resources References & Resources <Insert Picture Here>

Quick Reference My Oracle Support: WEWS User Guide Doc ID: 166650.1 RDA Info Doc ID: 314422.1 Escalation Process Doc ID: 199389.1 OWC Website: stconference.oracle.com Quick Tutorial located in the Quicklinks box on the right

Exadata Communities & Resources Communities Business Intelligence and Data Warehousing Technology Center http://www.oracle.com/technology/tech/bi/index.html Database Insider blog http://blogs.oracle.com/databaseinsider/ Oracle Exadata (IOUG SIG) on LinkedIn Exadata Community In My Oracle Support Resources Exadata Online http://www.oracle.com/database/exadata.html Premier Support http://www.oracle.com/support/premier/index.html For Oracle Support - Oracle Global Customer Support Contacts Directory http://www.oracle.com/support/contact.html - My Oracle Support Login http://support.oracle.com Customers question: How do we get our hands on Oracle Best Practices? 2008 Oracle Support survey indicated: Over 80% of our customers consider it important for Oracle to offer an online Support Community.

MOS Exadata Resources Notes Database Machine and Exadata Storage Server 11g Release 2 (11.2) Supported Firmware and Software Versions Doc ID 888828.1 Oracle Technical Support Policies http://www.oracle.com/us/support/library/hardware-systemssupport-policies-069182.pdf http://www.oracle.com/support/policies.html

ACS Exa Services Installation Offerings Service Service Offering Deliverables Exadata & Exalogic Exadata Exalogic Oracle Systems Installation Service Oracle ACS Install & Configuration Service Assisted Services: Non- Standard Configuration Oracle ACS Install & Configuration Service Assisted Services: Non- Exalogic Server Configuration Site Survey Hardware Installation Network Configuration Network Gathering, Analysis and Configuration Configure Storage Server (including ASM) GRID Installation & Configuration (including ASM,CRS, RAC) Database Server Installation Customized DBM Installation Multiple Oracle Homes Rack Splits Multi-Cabling Configure Network, User, Storage Server & GRID Control Plug-in Storage Server & GRID Control Plug-in Set-up Database Connectivity and Node Manager Configure Fusion Middleware Components Configure Network, User, Storage Server & GRID Control Plug-in Storage Server & GRID Control Plug-in Set-up Database Connectivity and Node Manager Configure Fusion Middleware Components 65 Advanced Customer Services is a global business within Oracle Support dedicated to helping customers maximize the performance and value of their Oracle investments.

ACS Exa Services Sustaining Engineering Offerings The following services are available for both Exadata & Exalogic machines: Service Offerings Deliverables Oracle Startup Pack Services 1 Start-Up Advisory Service (provided by Oracle Consulting) Installation & Configuration Production Support Readiness Quarterly Patch Deployment (Proactive Bundle Patches only) Advanced Monitoring 24x7 Secure Exa Monitoring and Management Standard Service Level Agreements Flexible Delivery Model including Onsite or Hybrid Remote Onsite Expert Resources Assisted Services: Emergencies Recovery Troubleshooting & Sev1 Resolution Assisted Services: Migration Migrate Database Server to DBM Assisted Services: Performance Tuning Analyze Recommend Implement Assisted Services: Upgrade and Patching Version Software Update(s) Reactive and/or Proactive Bundle Patches 1 Each Oracle Startup Pack Service deliverable can be purchased separately 66 Advanced Customer Services is a global business within Oracle Support dedicated to helping customers maximize the performance and value of their Oracle investments.

MOS Exadata Resources Notes Exadata Storage Server Diagnostic Collection Guide Doc ID 735323.1 Please follow Knowledge Article 761868.1 to collect data required to diagnose Disk Failures Please follow Knowledge Article 1053498.1 to collect data required to diagnose issues related to Networking layer. Please follow Knowledge Article 1064019.1 to collect data required to diagnose issues related to Memory, PCI or Power Supply components. Please follow Knowledge Article 1062544.1 to collect data required to diagnose issues related to ILOM, ILO or LO100 components

Additional Components and Accessories 2 x 600 GB 15 K RPM SAS or 2 x 2 TB 7.2 K RPM SATA disks for Exadata Storage Servers 2 Sun Flash Accelerator F20 PCIe Cards 6 QSFP QDR 3 m InfiniBand passive copper cable 10 QSFP QDR 5 m InfiniBand passive copper cable 2 serial cable sets for Sun Datacenter InfiniBand Switch 36 All parts are field replaceable units. Firmware upgrades are applied via Storage Server Software patches Firmware version automatic synchronization on part replacement The spare parts list shipped is also in the DBM Owner's Guide: http://st-doc.us.oracle.com/exadata/112/media/doc/doc.112/e13874/intro.htm#sthref11

Global Customer Support Global Support Hot Lines: http://www.oracle.com/support/contact.html Global Customer Support is a highly available expert resource that resolves customers' business-related inquiries while capturing and sharing feedback to enhance the customer relationship. Responsibilities include but are not limited to: Access and navigation of Oracle Support websites (including My Oracle Support) Placing software orders Assisting with CSI questions Assisting with product or platform issues related to SR logging Locate and provide published information Create software upgrade orders

Oracle Advisor Webcasts Now Available Through My Oracle Support Go to Note 553747.1 - Welcome to the Oracle Advisor Webcast Program! Includes links to the Advisor Webcast page Instructions for registering and viewing both live and archived webcasts The current menu of scheduled webcasts to choose from

Customer Support Education Delivery Options One-on-One Customer meetings and Webcasts Support Webcasts targeting a core Customer audience Regularly scheduled free Internet Seminars Regional Support Education Workshops User Groups, SIGs, RUGs, etc. Contact us via the Support Training Community https://communities.oracle.com/portal/server.pt/community/support_training/462

Summary Overview of Support Model Understanding of Process Defined Support Terminology How to Handle Hardware versus Software Issues Working Effectively with Support Best Practices Effective Use of the Escalation Process My Oracle Support Configuration Manager Overview of My Oracle Support Logging Service Requests Additional Support Tools Quick Reference

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