Tom Wright Customer Support Manager
description
Transcript of Tom Wright Customer Support Manager
- World Class, Industry Leading Customer Support
- World Class, Industry Leading Customer Support
Tom WrightCustomer Support Manager
- World Class, Industry Leading Customer Support
My Configs & ProjectsNew Metalink Tool
- World Class, Industry Leading Customer Support
My Configs & ProjectsWhy Are You Here?
• Oracle is introducing an exciting new service capability
• Improve the level of Service to our customers• Faster diagnosis/resolution of issues• Proactive problem avoidance• Online delivery of services• Understanding customer’s business needs and
providing consistent responses and service
- World Class, Industry Leading Customer Support
My Configs & Projects
- World Class, Industry Leading Customer Support
My Configs & Projects
Accessible from Metalink
- Key projects or services- Critical information
- Configuration Details- Healthchecks
- Track Changes- Knowledge Alerts
- World Class, Industry Leading Customer Support
My Configs & Projects
•Define Configs–Auto Config–Manual Config
- World Class, Industry Leading Customer Support
My Configs & Projects
•Define Configs–Auto Config–Manual Config
•Define Projects–Key information–Associate Configs
- World Class, Industry Leading Customer Support
My Configs & Projects
•Define Configs–Auto Config–Manual Config
•Define Projects–Key information–Associated Configs
•Select Your Favorites
- World Class, Industry Leading Customer Support
My Configs & Projects
•Define Configs–Auto Config–Manual Config
•Define Projects–Key information–Associated Configs
•Select Your Favorites•Service Requests
–Logging–Tracking–Reporting
- World Class, Industry Leading Customer Support
My Configs & Projects
•Define Configs–Auto Config–Manual Config
•Define Projects–Key information–Associated Configs
•Select Your Favorites•Service Requests
–Logging–Tracking–Reporting
•Where to go
- World Class, Industry Leading Customer Support
My Configs & Projects Auto Configuration
Customer Configuration Data Repository
New MetaLink Services:- My Configs & Projects- Health Checks- Configuration Data- SR data capture
Existing MetaLink Services
MetaLink Portal• Leverages MetaLink as delivery vehicle
- World Class, Industry Leading Customer Support
Auto ConfigurationHow It Works
• Runs local on customer machine• Collects customer configuration &
diagnostic data
• Central repository at Oracle Support
• Use for proactive and reactive support
• Enhanced MetaLink portal• Online projects, environments, and
Configs • Proactive Healthchecks based on
best practices
SupportAgent
SupportAgent
Customer RepositoryCustomer Repository
MetaLinkUIMetaLinkUI
- World Class, Industry Leading Customer Support
Auto Configuration
SupportAgent
SupportAgent
Host, Storage, Network
Oracle Database
E-Business Suite
Oracle 9iAS
Internet
VPN
SupportAgent
OCCN
@Customer
VPN
CustomerRepository
OracleIntranet
MetaLinkMetaLink
Customer views ConfigsCustomer views Configsin MetaLinkin MetaLink
How it Works
Oracle Support9iAS Web 9iAS Web Servers Servers at Oracle DMZat Oracle DMZ
HTTPS
Config Data
- World Class, Industry Leading Customer Support
Auto ConfigurationSupport Agent
• Features• Automatically collects configuration data for
Database, eBusiness Suite, Application Server, Host, Operating system, Network layer
• Uploads every 24 hours• Installed on each server, HP-UX, Solaris, Linux,
AIX & Tru64• Healthchecks• Fully supported• Secure
- World Class, Industry Leading Customer Support
My Configs & Projects
- World Class, Industry Leading Customer Support
Auto Configuration Information
- World Class, Industry Leading Customer Support
Auto Configuration Information
- World Class, Industry Leading Customer Support
HealthchecksBest Practices
- World Class, Industry Leading Customer Support
• “At A Glance” Health Check Summary page for all critical issues and alerts
HealthchecksBest Practices
- World Class, Industry Leading Customer Support
• Database ORA-600 Tool
• Network Advisor
HealthchecksBest Practices
- World Class, Industry Leading Customer Support
RDA Capture
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Product Alerts
- World Class, Industry Leading Customer Support
Product Alerts
- World Class, Industry Leading Customer Support
Product Alerts
- World Class, Industry Leading Customer Support
Healthchecks – Product Alerts
- World Class, Industry Leading Customer Support
•Define Configs–Auto Config–Manual Config
•Define Projects–Key information–Associated Configs
•Select Your Favorites•Service Requests
–Logging–Tracking–Reporting
•Where to go
My Configs & Projects
- World Class, Industry Leading Customer Support
Getting Started & New Users
- World Class, Industry Leading Customer Support
Support Agent Down Load
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
MCP – Manual Configuration
- World Class, Industry Leading Customer Support
If you need SupportHow to create a SR for MC&P
• Select Product ‘OSS Support Tools’
- World Class, Industry Leading Customer Support
If you need SupportHow to create a SR for MC&P
• Select Type of Problem ‘Support Agent Install Issue’ or other
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Default MCP Permissions
• USERS ARE NOT GIVEN THE ABILITY TO CREATE, UPDATE, OR CLOSE CONFIGS AND PROJECTS BY DEFAULT. Unless/until you grant the "My Configs & Projects Create, Update, Delete" permission to a user that user will not be able to create configurations and projects.
• Permissions are administered by your MetaLink Administrator
- World Class, Industry Leading Customer Support
Q&A