premier support basics recorded deck

7/31/2019 Premier Support Basics Recorded Deck

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Oracle Premier Support Basics


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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 berelied 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.


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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


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Resources

to

Stay Proactive


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

See document id 873313.1 for additional information on My OracleSupport


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Explore Available Knowledge

See document id 603505.1 for additional information on Knowledge Home andSearching


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Recent content (discussions, documents, etc.)

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


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A Support capability that automates configuration information exchange between Oracleand our customers enabling faster resolution and proactive detection of issues that ourcustomers might encounter. My Oracle Support utilizes core configuration managementcapabilities 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


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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 andTraining


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Change Assistant Support Assistant Performance Monitor

Change Assistant Change Impact Analyzer Performance Monitor

Change Assistant Net Change Analyzer

Can be accessed via the Knowledge Tab and selecting Tools andTraining


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Best Practices

For

Reactive Issues


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Service Request Severity Definitions

Severity Level 4

Severity Level 3

Severity Level 2

Severity Level 1

No Business Impact

Minor Business Impact

Serious Business Impact

Critical Business Impact

No loss of service or resources

Minor loss of service or resources

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


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See document id 733245.5 for additional information on Service Requests


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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 asmuch 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.


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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


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Other considerations

Help us understand your environment!

The data, software, and hardware configurations, patchcombinations, 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 andrepresents the business impact of your issue


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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 whoowns each action

Minimize SR tag or pinging by ensuring you provide what isrequested 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 becomesnecessary.

Escalate concerns via the escalation process.


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Asking to increase the Severity of your Service Request isNOT 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.

Escalations Defined


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Support Representative

Manager /

Escalation Manager

Senior Manageror Director

V.P. or

Executive

Customer

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

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

Escalation Process
http://www.oracle.com/support/contact.htmlhttp://www.oracle.com/support/contact.html


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Summary

Stay Proactive by using the following resources:

My Oracle Support Portal

My Oracle Support Knowledgebase




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.


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Thank You !


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premier support basics recorded deck

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