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Working Effectively with Primavera SupportHelen MattacolaSituation Manager, Oracle Primavera Support

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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 Oracle’s products remains at the sole discretion of Oracle.

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Agenda

• Support Priorities

• New Support Resources

• MyOracleSupport (MOS)

• Best Practices for Reactive Issues

• Summary

• Q&A

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Oracle Support Priorities

• Minimize system disruption through – Problem Avoidance

• Resolving configuration and data issues that would cause processes to fail

– Self Service Resolution

• Resolving problems without the need to contact Oracle Support

– Reduction in Resolution Time

• Minimizing the time spent to resolve an issue

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Oracle Premier Support Comprehensive Coverage enhanced by Proactive Support features

Service and Support

Quickly diagnose and resolve issues

Expert technical support

Rapid-response field service

Lifetime Support

Tools and Resources

Get the most of your Oracle products with

proactive features

Oracle knowledgebase

Product health checks

My Oracle Support

Product Innovation

Keep pace with change and capitalize on new

opportunities

Updates

New releases

Tools to assist with patching and upgrades

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Perceived Value of Proactive Services

Nine out of ten (93%) respondents worldwide agree it is important for IT providers to invest in product and service Innovation.

IDG Research Services "The Future of IT Services and Support.”Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan. 2010.

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New Support Resources

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Product Information Centers

• One stop shop for release specific information– Upgrade Tools and Tips– Critical Patch Updates– Announcements

• Available for:– Primavera P6 Enterprise Project Portfolio Management v7– Primavera P6 Enterprise Project Portfolio Management R8– Primavera Contract Management v13– Primavera Portfolio Management v8– Primavera Risk Analysis 8.7

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P6 v7.0 PIC

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Oracle Configuration Manager (OCM)

• 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.– Ability to define configurations and organize projects

– View of System details and changes

– Create, track and status Service Requests

– Advanced Knowledge Management capabilities

– Proactive problem avoidance with Healthchecks

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Base Content Slide

• First Level Bullet– Second level bullet

• Third level bullet

– Fourth level bullet

• Fifth level bullet

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Healthchecks

• Health Checks are a feature within MOS that are driven off of configuration data collected by the Oracle Configuration Manager– Point in time checks tests that identify critical risks to a

customer’s IT environment that have caused or may cause a security breach or service outage

– Provide advice on corrective actions

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Available Healthchecks – March 2011

Product Healthcheck Doc ID

CM Currently Running Contract Management version 13 with no Service Packs

1905739.1

P6 Primavera P6 Web Access is set up for non-native authentication using LDAP or WebSSO

1095735.1

P6 File Logger is disabled in Primavera P6 Administrator and therefore P6 Web Access messages will not be logged to the “WebAccessLogs” folder

1095734.1

P6 The “Maximum memory allocated to Java Applets” setting in the Primavera P6 Administrator is NOT set to a recommended value of 256 or greater

1095737.1

P6 Tracking is set to true (enabled) in the Primavera P6 Administrator

1095736.1

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Advisor Webcasts

• Hour long presentations given by subject matter experts on Oracle Primavera products, technologies and services

• Schedule and registration available through MOS– Doc id 740966.1

• Sessions recorded and archived after initial live session– Doc ID 740964.1

• Upcoming Webcasts– April 20: Methodologies vs. Template Projects– April 26: Introduction to P6 Web Services

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Archived Advisor Webcasts

Product Advisor Webcast TitleP6 P6 Tips and Tricks

Using P6 Web Services with Event Notification

P6 R8 Documentation, System Architecture and Components for New Installation and Upgrade

Learn About the New Features Available in P6 R8

P6 R8 Planning and Migration Considerations

Introduction to the P6 Integration API

Future Bucket Planning in P6 (planning non-linear resource usage)

CM Customizing the User Experience in Primavera Contract Management

Contract Management Application Server Security Considerations

Disaster Recovery: How to Prepare Your Contract Management Environment

Using a Content Repository to Manager Documents with Contract Management 13

Risk Analysis Importing Data into Primavera Risk Analysis and Interpreting the Results

Interpreting the Tornado Graphs in Primavera Risk Analysis

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Additional Resources

• Primavera Support Newsletter– Just launched in January 2011

– Available in MOS Doc ID 1280192.1

– To subscribe, email PRIMNEWS_us@oracle.com

• EPPM Quarterly Newsletter– Valuable information on Primavera products, events, etc.

– How to subscribe: Doc ID 1174934.1

• Fifth level bullet

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Primavera MOS Community

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My Oracle Support Tips

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Access to My Oracle Support (MOS)

• Login at https://support.oracle.com– Valid Support Identifier needed

• New Users need to register– Then, request to add Support Identifier to profile; Customer User Administrator

(CUA) will approve

• CUA - Helpful KM documents– FAQ: Customer User Administrators - Guide for new CUAs (1098714.1)– What to do if you have no Customer User Administrator for your CSI on My Oracle

Support (1235933.1)– How To Change User Privileges In My Oracle Support for Customer User Administrators

(CUA) (1071873.1)

• Questions or Problems with registering/logging in, call Global Support • US number = 1.800.223.1711

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My Oracle Support

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Using PowerViews

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

Explore Knowledge Available

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Sources Available to Search

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Recent Searches

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Service Requests

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Contact Preference

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Initial SR

Subsequent SRs

Service Request Profile

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Best Practices

for Reactive Issues

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Support Service Request Process

Once SR is assigned, to reach Engineer directly:

•Call 800.223.1711

•Press 1 for Existing Service Request

•Enter the SR Number, then #

•Press 1 to confirm SR Number

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When Working a Service Request

• Documentation is essential

• Milestones / Key Project Dates

• Request phone calls where appropriate

• Request Collaborative Support sessions when appropriate (OWC)

• Test in standard environments

• Monitor changes in SR Status and Severity

• Communicate when a change in Severity becomes necessary

• Escalate concerns via the Escalation Process

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Escalation Process

• Escalating an issue means bringing Oracle Support Management attention to your SR

• Provides a 2-way dialogue with a Manager in Support

• Escalation is not required to adjust the severity of an SR– To change the Severity up or down, simply update the SR, ask the

assigned Engineer, or call the Oracle Support line to request a change

• Asking to adjust the Severity of your SR is NOT considered an escalation– Severity increases may be discussed during an escalation dialogue with

a Manager

Escalation = Talking with a Manager

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Support Representative

Manager /Escalation Manager

Senior Manager or Director

V.P. or Executive

Customer

Call US: 800 223 1711Other Global Support Hot Lines:

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

Escalation Process

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Summary

• Check out the new Support Resources– PICs, Advisor Webcasts, OCM and Healthchecks

• Sign-up for the Oracle Primavera Support Newsletter

• Remember to use PowerViews, set your Contact Preference and save SR Profiles in MOS

• Provide key information when logging an SR

• Enjoy the rest of Collaborate 11!

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