Premier Support Basics Recorded Deck
-
Upload
francisco-dario-godoy-sanchez -
Category
Documents
-
view
215 -
download
0
Transcript of Premier Support Basics Recorded Deck
-
7/31/2019 Premier Support Basics Recorded Deck
1/30
Oracle Premier Support Basics
-
7/31/2019 Premier Support Basics Recorded Deck
2/30
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.
-
7/31/2019 Premier Support Basics Recorded Deck
3/30
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
-
7/31/2019 Premier Support Basics Recorded Deck
4/30
Resources
to
Stay Proactive
-
7/31/2019 Premier Support Basics Recorded Deck
5/30
My Oracle Support https://support.oracle.com
See document id 873313.1 for additional information on My OracleSupport
-
7/31/2019 Premier Support Basics Recorded Deck
6/30
Explore Available Knowledge
See document id 603505.1 for additional information on Knowledge Home andSearching
-
7/31/2019 Premier Support Basics Recorded Deck
7/30
My Oracle Support Community
Recent content (discussions, documents, etc.)
Can be accessed via the Community Tab or directly throughhttp://communities.oracle.com
-
7/31/2019 Premier Support Basics Recorded Deck
8/30
My Oracle Support Configuration Manager
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
-
7/31/2019 Premier Support Basics Recorded Deck
9/30
Support and Diagnostic Tools
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
-
7/31/2019 Premier Support Basics Recorded Deck
10/30
Support and Diagnostic Tools
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
-
7/31/2019 Premier Support Basics Recorded Deck
11/30
Best Practices
For
Reactive Issues
-
7/31/2019 Premier Support Basics Recorded Deck
12/30
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
-
7/31/2019 Premier Support Basics Recorded Deck
13/30
Creating a Service Request
Recent content (discussions, documents, etc.)
See document id 733245.5 for additional information on Service Requests
-
7/31/2019 Premier Support Basics Recorded Deck
14/30
Creating a Service Request
Recent content (discussions, documents, etc.)
-
7/31/2019 Premier Support Basics Recorded Deck
15/30
Creating a Service Request
Recent content (discussions, documents, etc.)
-
7/31/2019 Premier Support Basics Recorded Deck
16/30
Creating a Service Request
Recent content (discussions, documents, etc.)
-
7/31/2019 Premier Support Basics Recorded Deck
17/30
Creating a Service Request
Recent content (discussions, documents, etc.)
-
7/31/2019 Premier Support Basics Recorded Deck
18/30
Creating a Service Request
Recent content (discussions, documents, etc.)
-
7/31/2019 Premier Support Basics Recorded Deck
19/30
Creating a Service Request
Recent content (discussions, documents, etc.)
-
7/31/2019 Premier Support Basics Recorded Deck
20/30
Creating a Service Request
Recent content (discussions, documents, etc.)
-
7/31/2019 Premier Support Basics Recorded Deck
21/30
Creating a Service Request
Recent content (discussions, documents, etc.)
-
7/31/2019 Premier Support Basics Recorded Deck
22/30
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.
-
7/31/2019 Premier Support Basics Recorded Deck
23/30
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
-
7/31/2019 Premier Support Basics Recorded Deck
24/30
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
-
7/31/2019 Premier Support Basics Recorded Deck
25/30
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.
-
7/31/2019 Premier Support Basics Recorded Deck
26/30
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
-
7/31/2019 Premier Support Basics Recorded Deck
27/30
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 -
7/31/2019 Premier Support Basics Recorded Deck
28/30
Summary
Stay Proactive by using the following resources:
My Oracle Support Portal
My Oracle Support Knowledgebase
My Oracle Support Community
My Oracle Support Configuration Manager
Support and Diagnostic Tools
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.
-
7/31/2019 Premier Support Basics Recorded Deck
29/30
Thank You !
-
7/31/2019 Premier Support Basics Recorded Deck
30/30