jack malloch product service advisor

Jack Malloch

Product Service Advisor

Global Support Services

Oracle Support Services Evolution

Reactive• 2M New Calls (SRs)5% Online SRs

Call Center Internet Content Center

Self-Service• 225K New Calls• 95% New SRs Online• 30% Fewer total SRs• 100M web knowledge

Interactions

Customer Centric Svcs

Proactive• Problem avoidance

through Healthchecks & Diagnostics

• Closed loop feedback to engineer better products

• Increased Cust Sat

What Sets Oracle Apart

Award-Winning Support Global Reach and Size – Scale Matters in the Support

Business Technology Leadership Advanced Support Technologies Support of Full Technology Stack Lifetime Support Policy – Comprehensive,

Simple and Predictable

Introducing Oracle Premier Support

Rights to FusionRights to Fusion ApplicationsApplications Global ReachGlobal Reach

Advanced Advanced Support Support

TechnologiesTechnologies

Award-winning, Award-winning, world-class world-class

supportsupport

Continuous Continuous Product Product

EnhancementsEnhancements

Global Support Global Support for Rapid for Rapid

ResolutionResolution

Key Elements of Premier Support

The largest, most advanced support organization in the world.

Product Service Advisors

Continuously improve the relationship between Global Product Support and our customers.

Work to effectively prepare our internal and external customers with education, knowledge, tools and resources.

Ensure rapid, effective adoption and execution of the support programs designed to ensure customer success.

New MetaLink UI – Features Oracle Security Patch Updates

Finding critical and recommended Patches“Maintenance Wizard”

(Upgrade Assistance for 11.5.10)

Escalation Process

Resources, Tools, And Best Practices

New and ImprovedMetaLink

User Interface

New User Interface - Features

Login/Logout capability Tab/Subtab Hierarchy

• Improved and simplified navigation• More “real estate” for viewing articles

Improved “Quick Search” capabilities

New User Interface

New User Interface

New Quick Search Capability

Value to you:• Get the exact answers you need• Save time

Search in all categories (like original “Basic” search) Or search in specific categories

• Knowledge Base• Bug Database• Technical Forums

Or by a specific ID #• Knowledge Base Document ID #• Service Request #• Error Code• Patch #

New Quick Search Capability

Quick References for MetaLink Basics

Revised On Demand Seminars – due in Feb ’06http://www.oracle.com/support/seminars.html

In MetaLink, first click “Help”

Next click “Global Help”

Upcoming Internet Seminarshttp://www.oracle.com/support/seminars.html

24-Jan-2006 - Working Effectively with Support 25-Jan-2006 - Support Diagnostic for E-Business

Suite 11i - Basic (3 time slots available) 26-Jan-2006 - Introduction to MetaLink 01-Feb-2006 – MetaLink My Configs & Projects 07-Feb-2006 - Introduction to MetaLink 08-Feb-2006 - Support Diagnostic for E-Business

Suite 11i - Advanced (3 time slots available) 09-Feb-2006 - Working Effectively with Support 15-Feb-2006 - Advanced MetaLink

Oracle

Security Patch Updates

Critical Patch Update for Jan ‘06

See News & Notes in MetaLink “My Headlines”

Look for email announcements as well

Overview and FAQ documents

• Note: 343382.1 - Oracle Critical Patch Update January 2006 Advisory

• Note 343391.1 - Critical Patch Update - January 2006 FAQ

• Note 290738.1 - Critical Patch Update Program General FAQ

• Note 237007.1 - Security Alerts and Critical Patch Updates FAQ

Critical Patch Update Documentation

Documents related to CPUJan2006 - for all the key info and details

Note 343383.1: Documentation Map

Note 343385.1: Oracle CPUJan2006 Pre-Installation for Oracle Application Server

Note 343387.1: Oracle CPUJan2006 Pre-Installation for Oracle Collaboration Suite

Note 343384.1: Oracle CPUJan2006 Pre-Installation for Oracle Database

Note 343389.1: Oracle CPUJan2006 Pre-Installation for Oracle E-Business Suite

Note 343390.1: Oracle CPUJan2006 Pre-Installation for Oracle Enterprise Manager Grid Control

Note 343391.1: Oracle CPUJan2006 FAQ

Finding Critical and Recommended Patches

Searching for Patches

Searching for Patches

Searching for Patches

Finding Recommended Patches

Finding Recommended Patches

Cursor over ProductOpens detail links

Maintenance Wizard

For

Upgrade Assistance

Benefits: Guides you through the maintenance and upgrade processes Identifies prerequisite tasks, preventing any “out of order”

possibilities Critical patch identification to prevent accidental omission Automatically installs many required patches Presents maintenance and upgrades as step by step processes

• Steps can be automated• Steps are customizable based on Customer Instance or

criteria• Steps can be copied from one project to another• Validates and tracks completion of each step• Maintains a log and status

Provides a user responsibility model with assignment of tasks Confirmation and documentation of your successful upgrade

The Maintenance Wizard

Features: Oracle Application Upgrade

• 10.7, 11.0.3, 11i to 11.5.10 Oracle Database Upgrade

• 8.1.7 to 9.2.0.6• 8.1.7, 9.0.1, 9.2.0 to 10.1

Multi-Tier-Platform capability• Sun Solaris, HP, AIX, Linux, TRU-64

Secured Remote Access - Remote Shell (RSH), Secured Shell (SSH)

Define roles, assign tasks – Sysadmin, Project Admin, Engineer Live Progress Reports, Historical Data, Timing Reports, Downtime

requirement Reports Patch analysis; live updates from MetaLink; refresh an instance

from another instance

The Maintenance Wizard

Maintenance Wizard for Upgrades

More info and links to download the Maintenance Wizard Tool

Maintenance Wizard for Upgrades

Also can be found in the Knowledge Browser

Maintenance Wizard for Upgrades

This FAQ is frequently updated

Maintenance Wizard for Upgrades

Frequently updated

Maintenance Wizard for Upgrades

Note 215527.1 contains links to reference documents and

instructional videos

Maintenance Wizard for Upgrades

The demos will walk you through each step in using the

Maintenance Wizard for upgrades

Maintenance Wizard for Upgrades

This report tracks every step of the upgrade from start to finish

Tracks roles assigned, actions completed, time taken, etc. for each step

Reference:

• To download the latest version of the Maintenance Wizard from MetaLink, see Master Reference List

MetaLink Note 215527.1

• To review Frequently Asked Questions:

MetaLink Note 251253.1

The Maintenance Wizard

Escalations

Bringing Management Attention to your Service Request

Escalation Process

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

Note 199389.1

Summary

Access MetaLink Use My Headlines to keep up to date Check out the latest Security Patch Updates Use the tools in Patches & Updates to find critical and

recommended patches Take advantage of the Maintenance Wizard tool for

Applications upgrades Implement the Escalation Process when necessary Provide feedback to help us keep improving MetaLink

Quick Reference

MetaLink: http://metalink.oracle.com/ • WEWS User Guide – Doc ID: 166650.1• RDA Info – Doc ID: 314422.1• Diagnostic Tests Catalog - 232116.1 • Escalation Process – Doc ID: 199389.1

Severity Definitions and Support Policies: http://www.oracle.com/support/policies.html

OWC Website: conference.oracle.com• Quick Tutorial – located in the Quicklinks box on the right

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Oracle Support Servicesoracle.com/support

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