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Oracle Premier Support Basics

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 Oracles products remains at the sole discretion of Oracle.

Agenda

Resources to stay Proactive

My Oracle Support Portal My Oracle Support Knowledgebase My Oracle Support Community My Oracle Support Configuration Manager Support and Diagnostic Tools

Best Practices for Reactive Issues

Severity Definitions Creating a Service Request Working a Service Request The Escalation Process

Summary

Resources to Stay Proactive

My Oracle Support https://support.oracle.com

See document id 873313.1 for additional information on My Oracle Support

Explore Available Knowledge

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

My Oracle Support Community

Can be accessed via the Community Tab or directly through http://communities.oracle.com (discussions, documents, etc.) Recent content

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 Health Checks Proactive Product and Security Alerts Service Request Priority Handling (Pilot Program for customers submitting Database, PFST, Siebel, FMW, and EBS SRs.)

Can be accessed via the More Tab and selecting Collector

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

Can be accessed via the Knowledge Tab and selecting Tools and Training

Support and Diagnostic Tools

Change Assistant Change Impact Analyzer Performance Monitor

Change Assistant Support Assistant Performance Monitor

Change Assistant Net Change Analyzer

Can be accessed via the Knowledge Tab and selecting Tools and Training

Best Practices For Reactive Issues

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

Creating a Service Request

See document id 733245.5 for additional information on Service Requests

Recent content (discussions, documents, etc.)

Creating a Service Request

Recent content (discussions, documents, etc.)

Creating a Service Request

Recent content (discussions, documents, etc.)

Creating a Service Request

Recent content (discussions, documents, etc.)

Creating a Service Request

Recent content (discussions, documents, etc.)

Creating a Service Request

Recent content (discussions, documents, etc.)

Creating a Service Request

Recent content (discussions, documents, etc.)

Creating a Service Request

Recent content (discussions, documents, etc.)

Creating a Service Request

Recent content (discussions, documents, etc.)

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. 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 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? 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 Minimize SR tag or pinging by 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.

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.

Escalation Process
Call US: 800 223 1711
Other Global Support Hot Lines: http://www.oracle.com/support/contact.html V.P. or Executive Senior Manager or Director Manager / Escalation Manager Support Representative Customer

Summary

Stay Proactive by using the following resources:

My Oracle Support Portal My Oracle Support Knowledgebase My Oracle Support Community My Oracle Support Configuration Manager Support and Diagnostic Tools

Use the following guidelines when working on a Service Request

Understand the severity definitions. Take ownership of your Service Request by providing complete and accurate information, and monitoring status changes. Understand and engage the escalation process when necessary.

Thank You !