oracleevent.com/16783/pdf/Support-Day-MOS.pdf · The following is intended to outline our general product direction. It is intended for information purposes

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My Oracle Support Portal

Fuad Samara

Customer Service Manager

Global Customer Management

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.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.

Agenda

• My Oracle Support Portal

• My Oracle Support Configuration Manager

• My Oracle Support Community

• Support and Diagnostic Tools

• Best Practices For Reactive Issues• Best Practices For Reactive Issues

• The Escalation Process

• Summary

• Q &A


My Oracle Support Portal

Next Generation

Support Platform

Support

Communities

Configuration

Management

Support Innovations – My Oracle Support

5

Integration (AIA)

Personalized Knowledge

Easy to Navigate

Faster and More Efficient

Predictive/Proactive Support Advice

Faster Problem Resolution

Improved Systems Stability

Real-Time Collaboration

Web 2.0 Technologies

Extensive Expert Network

My Oracle Support

(https://support.oracle.com/)

Main Dashboard – Region Personalization & Options

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

Edit

Drag and Drop

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.

Getting Started

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

Monitor System Health

Graphical view of system health & critical patchesbased on your environmentGraphical view of system health & critical patchesbased on your environment

Manage System Inventory

Graphical view of system inventory.

Review System Information

Systems prioritized based on which system configurations have critical issues needing attention

Personalized Knowledge

Targeted knowledge based on your specific system Targeted knowledge based on your specific system configurations

Latest Information

Latest breaking news

Manage Service Requests

Personalized view of your service requests based on what you need to do today

Monitor Projects

Manage your projects at a glance

Patches and Updates Tab

Identify and review patches specific to your environment

Patches and Updates Tab – Patch Search

Patches and Updates Tab – Quick Links

Article ID 756388.5

Set of Recommendations to make it easier to obtain and deploy fixes for

known critical issues

Download Oracle Products and patches

View the latest Patch View the latest Patch Packs

Explore Available Knowledge

See document id 603505.1 for additional information on Knowledge Home and Searching

Knowledge Browsing

Refer to Searching and Browsing Video in Note #603505.1

Knowledge Browsing

Refer to Searching and Browsing Video in Note #603505.1


My Oracle Support

Configuration ManagerConfiguration Manager

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: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.)

Getting the most out of My Oracle Support


My Oracle Support

CommunityCommunity

My Oracle Support Community

Engage Best Practices via collaborative support environment

My Oracle Support Community

Recent content (discussions, documents, etc.)

Can be accessed via the Community Tab or directly through http://communities.oracle.com


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


• Change Assistant


• Change Impact Analyzer

• Performance Monitor


• Support Assistant

• Performance Monitor


• Net Change Analyzer



Best Practices

ForFor

Reactive Issues

Service Request Severity Definitions

Severity Level 4

Severity Level 3

Severity Level 2

No Business Impact

Minor Business Impact

No loss of service or resources

Minor loss of service or resources

Severity Level 2

Severity Level 1

Serious Business Impact

Critical Business Impact

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”

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:much detail as possible when logging your Service Request including:

• Product and version (e.g. V6.0.2.2 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.

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• 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

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?• 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

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 • 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.


The Escalation Process

• 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.

Escalations Defined

• Escalating your Service Request will provide a direct, 2-way

dialogue with a Manager in Support.

• Severity increases can be discussed during this dialogue.

Senior Manager

or Director

V.P. or

Executive

Call : 04 390 90 40Other Global Support Hot Lines:

http://www.oracle.com/support/contact.html

Escalation Process

Support Representative

Manager /

Escalation Manager

or Director

Customer

3-171969XXXX


Summary

Service Request Management

Priority

Handling

Knowledge Base

Health Checks & Recommendations

Patch Advice & Recommendations

Configuration Management

Business Intelligence

Personalized

Dashboard

Summary

Web 2.0

Capabilities

Oracle Expert CommunityPeer Community

75K+ Members

Services IntegrationSeamless Enterprise Manager Integration

Community Knowledge

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

oracleevent.com/16783/pdf/Support-Day-MOS.pdf · The following is intended to outline our general product direction. It is intended for information purposes

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