jack malloch support customer interface global support services
TRANSCRIPT
Jack Malloch
Support CustomerInterface
Global Support Services
Global Product Support -
What We Provide
Globalization of Product Support
How have we changed?• Reduced from multiple Support Delivery organizations to just 2
(East and West)
• Using new standard processes implemented globally
One global process
Optimizing all known best practices
• Support Engineers are reorganized to specialize in product areas
• Focused on automation and standardization
• A global support network of over 7,000 professionals, operating out of 6 global support centers and regional service centers on every continent
• Servicing over 100,000 customers with over 1M transactions each year
• Industry-leading web access includes over 300,000 technical solutions, with over 30,000 monthly updates, and innovative collaborative support features
Collaborative Support Tools - Result in faster resolution time
Engineered Tools – Provide proactive personalized support
What Global Product Support Provides
Standard Product Support (SPS) includes Software Updates• Product upgrades• Maintenance releases• Patches
SPS provides real-time 24X7X365 access to technical expertise• Access to the global knowledge database via MetaLink
Technical repositories, alerts, FAQs, etc.
Diagnostic tools and test programs
• Ability to log and track SRs on line via MetaLink
Real time collaboration in the customer’s environment
• Phone support available, with average response time of less than 3 minutes
• Ability to escalate unresolved issues and problems directly with Oracle Support management
What Global Product Support Provides
Americas
Support Customer Interface
Team
Modeled on a successful European example
Our team has been created within Global Product Support to function as Executive Support Interfaces or Liaisons
This program is for both external Support customers and internal customers as well (other Oracle Lines of Business)
Americas Support Customer Interface
As Support Representatives to our Customers
• Communicate and promote Global Product Support processes and tools
• Participate in User Groups, Customer events, Customer education activities
• Monitor and encourage usage of support offerings
• Address Customer issues proactively
• Directly engage with customers in execution of the Escalation Process
• Perform Customer Satisfaction survey follow up
Our Team Objectives
The Knowledge BrowserDiagnostics
Oracle Collaborative SupportEscalation Process
“My Configs & Projects”“Maintenance Wizard”
(Upgrade Assistance for 11.5.10)
Resources, Tools, And Best Practices
On Demand Seminars http://www.oracle.com/support/seminars.html
Improved Navigation, Organization, and Structure for our Knowledge Base
The Knowledge Browser
The technical content in MetaLink has grown in both value and volume
• The Knowledge Browser will help you find the most relevant information in the fastest possible time
• “Top Tech Docs” now links to the Knowledge Browser index, providing:
Improved index and navigation to Browser Product Pages
Browser Product Pages organized by popular categories
Search and filter options within product areas to further refine your results list
Capability of ordering results list by last updated date, document type, minimum version, etc.
The Knowledge Browser
The Knowledge Browser
Search within Product Categories refines results vs. using the general search
MetaLink
Diagnostic Tools
Diagnostics Check setups & avoid problems
proactively
Document setups
Compare environments
Decrease setup, install, and upgrade times
Identify multiple issues in one test
Increase self-service efficiency
Reduce time-to-resolution
Automatically collect informationDirect links to the Catalog and
Support Diagnostic Pack – MetaLink -> Top Tech Docs / Knowledge Browser
Our goals with Diagnostics• Reduce service request resolution time
Enable fast and accurate service request filing• Avoid the need to file Service Requests by:
Providing self service diagnostic capabilities, both reactive and proactive
• Standardize individually used scripts and make them available globally
• Incorporate diagnostic solutions into product to improve usability
Basic characteristics• No updates, inserts, or deletes• Sensitive customer information is not collected or displayed• Security model similar to Oracle Applications that restricts
access to information based on responsibility
Diagnostics
Test Types: Collection - A test that gathers information relevant to a
particular problem Diagnostic - A test that gathers information, examines that
information, provides feedback and suggests appropriate actions
Delivery Mechanisms: Standalone - A test that runs in SQL*Plus or UNIX shell
environment. Downloadable from MetaLink. Oracle Diagnostics (OD) - A Java test that requires the
Oracle Diagnostics framework (JTF) for execution. Updated packs released monthly.
Diagnostics
Diagnostics
All released Diagnostic Tests OSS Diagnostic Tests Catalog - Note: 178043.1
Diagnostics Support Pack Installation Guide - Note: 167000.1
Oracle Web Conferencing
For
Collaborative Support
Accessible through Oracle MetaLink Collaborate directly with an Oracle
Support Representative A secure encrypted connection
between Oracle Support and your system
Available from MetaLink for resolving open SR’s
Coordinate use with the Support Rep working your SR
Chat / Desktop Sharing / File Transfer
Oracle Collaborative Support
Oracle Collaborative Support
Oracle Collaborative Support
For your security: your Support Identifier (CSI) is used as the meeting Password or Conference Key
Once your name, email address & Company are provided, you may join the conference
Escalations
Bringing Management Attention to your Service Request
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Raising Severity vs. Escalations
Escalating an issue brings more management attention to
it, and when appropriate, more resources
This does not automatically mean that the severity level
of the SR needs to be changed
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Escalations
When to escalate?• 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
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
New MetaLink Functionality
“My Configs & Projects”
Global initiative to move to proactive support
Provides new capabilities on MetaLink• Ability to manage your support needs
by project• Ability to catalog your environments• Ability to view configuration details on
your environments• Health check reports based on rules
for best practices and supportability• Attach Configurations and Projects to
TARs for faster resolution
My Configs & Projects
Also see MetaLink Note 250434.1 “Learn More About My Configs & Projects”
“Configs” Ability to catalog all your configurations
• Detailed description of business-critical environments
• Configurations are named collections of hardware, operating systems, and software running on a machine
• Both manual and automated configuration description creation and maintenance
• Projects can also be associated to configurations
• Third-party software impact
My Configs & Projects
My Configs & Projects
View detail of configuration information
Secure Encrypted Upload
Support Agent Installed on each server
Uploads every 24hrs; low system impact
Stored in MetaLink Configuration Repository
My Configs & Projects
Summary Reports give a comprehensive view of systems
Fix problem areas before problems occur!
Checks against current knowledge base
Presents Findings, Risks & Recommendations: Warnings and Cautions!
Key Issues: Availability, Integrity, & Performance
Health Check Reports for Critical Areas
“Projects” Ability to manage your configurations by
project• View your system configurations the way
you manage your business• Identify Project Contacts & Project Roles• Identify milestones and critical dates• Project Dependencies
My Configs & Projects
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• 11i to 11.5.10• 10.7, 11.0.3 to 11.5.10
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, etc.
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
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
Summary
Access MetaLink Use the Knowledge Browser Run Diagnostic Tests (proactively & reactively) Use Oracle Web Conferencing Implement the Escalation Process when necessary Begin utilizing the new features in My Configs &
Projects Take advantage of the Maintenance Wizard tool for
upgrades
Quick Reference
MetaLink: http://metalink.oracle.com/ • WEWS User Guide – Doc ID: 166650.1• RDA Info – Doc ID: 175853.1• Diagnostic Tests Catalog - 232116.1 • Escalation Process – Doc ID: 199389.1
Severity Definitions and Support Policies: http://www.oracle.com/support/index.html?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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