Community Kick Off Calls

Oracle Platinum Services –Welcome Process Kick-OffWelcome Process Kick-Off

Program Agenda

� Introduction + Overview of Kick-off call

� Welcome Package Highlights

� Overview of Quick Reference Guide


� Overview of Quick Reference Guide

� Logging your own Platinum SRs

� Summary and Conclusion

Introduction and Overview


Oracle Platinum Services – CIM Welcome Process

� Welcome SR should have been received – contact from your CIM

� Reason for call:

– Importance of correct contact information

– Present welcome package

Introduction and Overview


� Individual Q&A session with your assigned CIM within 2 weeks

� You can request a more detailed presentation from your CIM

� General questions can be accommodated here to benefit all

participants – ask via conference chat

Welcome Package Highlights



� TSP – Technical Support Policies

� OASP Quick Reference

� Videos – OASP and Patching Overview

� Patch Process / What to expect document(PDF)

Welcome Package Highlights – Doc ID 1605750.1


� Patch Process / What to expect document(PDF)

� Fault Monitoring(PDF)

� Change Management(PDF)

� SR logging process (PDF)

Quick Reference Guide



� Monitoring

� Patching

� Change Management

� Oracle Advanced Support Portal (OASP)

Quick Reference Guide: Overview


� Oracle Advanced Support Portal (OASP)

� SR creation and handling

Quick Reference Guide

Platinum SRs- Handling Platinum SRs Created by Oracle

- Logging your own Platinum SRs


Oracle Platinum Services – CIM Welcome ProcessHandling Platinum SRs Created by Oracle – Key Points

• SRs created by Platinum Support can be worked in several ways:

• SR is created, EEST takes ownership and the customer is directly

involved to provide data needed towards diagnosis and resolution

• SR is created, EEST takes ownership and some diagnostic data is


• SR is created, EEST takes ownership and some diagnostic data is

retrieved to the extent that access is provided. The customer can

provide any additional data to support as needed.

• SR is created, EEST takes ownership and all accessible diagnostic

data is retrieved to effect diagnosis and resolution.

Oracle Platinum Services – CIM Welcome ProcessHandling Platinum SRs Created by Oracle – Key Points

• The level to which diagnostic data can be retrieved (if at all) for SR

resolution depends on the level of access you have granted

• Ongoing customer participation in the diagnosis, resolution and


• Ongoing customer participation in the diagnosis, resolution and

restoration activities benefits and speeds up diagnosis and resolution

Oracle Platinum Services – CIM Welcome ProcessLogging Your Own Platinum SRs – Key Points

� Platinum SRs must always be linked with an OCM configuration of the

system or host with the issue

� You should expect to collaborate with EEST in the diagnosis, resolution

and restoration activities


and restoration activities

� If requested, provide diagnostic information to facilitate resolution,

regardless of the level of access provided to Oracle

� SEV1 SRs will still be worked within the target response times Oracle

endeavors to deliver, even when created by the customer

Oracle Platinum Services – CIM Welcome ProcessLogging Your Own Platinum SRs– Key Points

• Always create your SRs with the appropriate severity

• Provide information requested promptly, as that could make the

difference between severe impact and critical impact


difference between severe impact and critical impact

• Do not hesitate to ask for a phone call or request a web session to

clarify an issue

Oracle Platinum Services – CIM Welcome ProcessLogging Your Own Platinum SRs– Key Points

• Remember to escalate an SR which is not progressing to your

satisfaction – Use the Duty Manager Escalation process

• Ask your assigned CIM for more information on the Escalation

process if you need a refresher


process if you need a refresher

• Proactively give as MUCH details as you can: critical time-sensitive

information might be lost or overwritten

Oracle Platinum Services – CIM Welcome ProcessLogging Your Own Platinum SRs– Main Steps

(1) From the main Dashboard

There are 3 ways to create Service Requests



(2) From the Service Requests Tab



(3) From the Systems tab

Sort all entries by the Level field to locate all Platinum hosts


- “Left” Click on any system where Level=Platinum to view its details (option 1)

- This shows the option to create a Service Request against that host

Oracle Platinum Services – CIM Welcome ProcessLogging Platinum SRs– Main Steps


- Right-Click on any system where Level=Platinum (option 2)

- This shows a list of options, one of which is ‘Create SR’


When using the main dashboard or SR tab, the SR Creation process defaults to the

‘Hardware’ tab. Go to the ‘Configuration’ tab.


Select a host/system from the drop down menuJor do a text search as needed


Information is auto-populated once host is selected.


Proceed with filling in the rest of the information to log the Service Request

Summary & Conclusion


Oracle Platinum Services – CIM Welcome ProcessSummary & Conclusion

� Highlight Key Areas covered

� Goal has been to present important information, to be reviewed by

customer


� To protect customer sensitive information, only generic questions can be

answered on this call

� Individual Follow-up Q&A sessions will be arranged by assigned CIM

Oracle Platinum Services – CIM Welcome ProcessSummary & Conclusion

� Next Steps:

� Download provided documents for your records

� Provide correct technical contacts to your CIM via Welcome

SRs

� Schedule Q&A calls within the next 2 weeks


Schedule Q&A calls within the next 2 weeks

� Update Welcome SRs with any questions/issues in the interim

� Following the Q&A call, your assigned Patch Coordinator will

engage with you to develop a patch profile for your system

� Any Questions? Please ask via the operator or post to the session

chat.THANK YOU!

Community Kick Off Calls

Documents

Transcript of Community Kick Off Calls