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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