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Exadata Support Model and Best Practices

Chris Warticki

Global Customer Management Blogs.oracle.com/support @cwarticki

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Agenda

Exadata Support Model

Support Terms

Hardware versus Software Issues

Working Effectively with Support

Escalations

My Oracle Support

Logging Service Requests

Support Tools

• ASR

• My Oracle Support Configuration Manager

Quick Reference

Summary

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Exadata Support Model

Flow

Oracle Confidential 3

Customer

Exadata Foundation Engineers on Other Global Software Support Teams: OEL, RAC/CRS, DB PERF

Data Warehousing, HA, EM, etc.

Global Systems Support: Exadata Hardware Support Advanced Customer

Services (ACS)

Onsite Hardware Support

Customer Services Management (CSM) MOS, Phone, Oracle WebConference Exadata Enterprise Support Team (EEST)

CIM, GCA, DM

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Exadata Support Model

Exadata Premier Support

Oracle Confidential 4

• Premier Support:

• Proactive and Break Fix

• Primary objective is to help customers have a better experience with the product and support

• By providing customers latest information on the product, best practices etc via My Oracle Support

• Prevent problems from occurring by way of Healthchecks and other Knowledge sharing (through use of Configuration Manager(OCM))

• Collaborate with development for bug fixes and product enhancements based on customer experience

• Offer Auto Service Request (ASR) functionality • Internal time-based escalations

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Exadata Support Model

Exadata Enterprise Support Team

Oracle Confidential 5

Stack

DB Other Components/Options

DB RAC

Exadata Cell Storage

OEL

Sun Hardware

All issues get routed to the EEST and EEST owns them to resolution

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Exadata Support Model

Exadata Enterprise Support Team

Oracle Confidential 6

Exadata EST engineers work on ALL Server issues

• Customer issues are routed to the team based on CSI as opposed to the product/problem type routing.

• The Exadata EST handles all product issues for RAC, ASM, Linux, Compute Node, Storage Cell, EM etc. – covering Database and the underlying software and hardware stack

• The Exadata EST owns the issue until resolution

• Hardware

• After triage by Exadata EST:

• EEST will have Active Collaboration with Exadata HW team

• Software

• Issues are worked by the owning Exadata EST engineer who may start Active Collaboration with the appropriate Support team if required

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Exadata Support Model

Active Collaboration

Oracle Confidential 7

• Active Collaboration

• A collaboration where EEST continues working on other aspects of the issue or situation, while an Exadata Foundation Engineer on another Support team works directly with the customer on the issue requiring his/her expertise.

• EEST engineer coordinates resolution process until completion. • Exadata Foundation Engineers

• The Exadata EST team has worked with both the Hardware and Software Support teams to identify named individuals for Active Collaboration.

These engineers are experts in individual components and receive training in Exadata basic architecture and patching.

• EEST engineers and Exadata Foundation Engineers comprise the extended Exadata Enterprise Support Team.

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Exadata Support Model

Accountability and Participation

Oracle Confidential 8

Active Collaboration

Exadata EST triages and works issues

Engages Hardware and Software Support teams as

required

Exadata EST coordinates with ACS, CSM and CIMs

Customer Incident Managers (CIMs) from Hub will help with

escalated accounts

Single Point of Entry for Customer

All Parties Informed and Engaged

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Exadata Support Model

Benefits of the Model

Oracle Confidential 9

• True ownership and accountability with single team

• Closer ties with Exadata customers

• Less to and fro between multiple Hardware and Software Support engineers involved in resolution of complex issues with Active Collaboration

• Exadata EST ensures that issues are handled seamlessly end-to-end, engaging Hardware Support as needed, including on-site assistance if required, and assisting in bringing system back to full functioning

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Customer Incident Manager (CIM)

The Customer Incident Manager – Named Support Contact for Exadata Introduction

• The Exadata CIM will supplement and enhance the standard Exadata service provided to our customers. CIMs do this by engaging in a set of proactive and reactive activities to ensure all customer SRs are prioritized and progressed via tight collaboration with the customer and all Oracle resources applied to their SRs.

Proactive

• Prevent escalations. Work with the customer to prioritize their backlog and ensure their SRs are progressing.

• Mentor customers in the use of Oracle Support

• Ensure WEWS session has been delivered.

• Engage with customers for 90 days starting day hardware and software is released to them from ACS.

• Weekly meeting reviews with customers to review backlog, obtain customer priorities and show the customer how to monitor and progress their SRs via MOS.

Reactive

• Monitor all customer SRs to ensure progression via tight collaboration with owner of current SR action..

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Installation, Software Release and Patching

• The Database Machine is pre-configured. Installation takes 2-3 days and then customers begin loading data.

• Storage server software is pre-installed at the factory

• Every Exadata customer runs the same database software, operating system, firmware and hardware.

• Exadata customers benefit from the experiences of others. • Severity one patches are provided as soon as possible

• Other patches are provided in bundle patches every 4 – 6 weeks • Three components to patch

• RDBMS

• Grid Infrastructure (CRS and ASM) • Storage Server (Cell) Software

• Only Oracle-permitted software should be loaded on the storage servers • Customers are responsible for all patching

Additional services can be purchased through Advanced Customer Services

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Start with your SI and Serial Numbers

• What is a Support Identifier?

• Support Identifiers – Hardware vs. Software

• Identifies your licensed products

Required when you create a Service Request

• Customer access must be approved your Customer User Administrator!

Where is my Serial Number?

• Refer to My Oracle Support Note Id 748983.1

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Reporting Issues

Best approach is to log the Service Request via My Oracle Support

https://support.oracle.com

You can use the phone, but it’s not recommended as the primary

method

Use the appropriate Support Identifier

Choose the appropriate product:

Oracle Exadata Storage Server Software

Issues with IORM, Cell Server or CELLCLI

Oracle Server – Enterprise Edition

Issues with Partitioning, ORA Errors, Indexing, Performance

Linux OS - for any OS Issues including OS Packages

Oracle Exadata Hardware

Any other issues, or Not Sure – Log against Oracle Exadata

Software, but please be sure to include the Serial Number if it turns out to be a Hardware Issue.

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Reporting Issues

Keep in mind:

For any issue, at any time, you can call into Oracle Support and get your issue logged and assigned to the appropriate Support Team

For the appropriate Support Hotline contact number:

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

If you know that it’s a Hardware issue

It is important that you accurately fill in the MOS hardware template

If you have a failed hard-disk, please follow the Note Id 761868.1

and attach the output of the script to the SR

Once Hardware Engineer has verified that it is a hardware issue, they will respond per the prescribed timeframes set forth in the support policies

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When Calling for Exadata Support…

The following options will direct an Exadata call to the

relevant team:

• Press "1" Existing Service Requests

• Enter Service Request#

• Press “1”

• If Engineer is available, call will connect

• If engineer is not available

• Press “1” to leave VM or,

• Press “2“ to speak to the next available EEST engineer

• Press “2” to Escalate the Service Request

• Press “2” for New Service Requests

• Press “1” for Exadata or Exalogic

• For Technical Product Issues Press “1”

• For Non-Technical Issues such as My Oracle Support or Support Identifier Issues Press “2”

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Additional Support Resources

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When you have an issue…

Research for known issues

Check all sources – MOS Knowledge Base, OTN,

Community resources…

Check the Health Checks for relevant issues

IF needed, submit an SR

Details, details, details…

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SR Details…

A complete description of the issue:

Include a detailed history of the environment and any

changes

Can you reproduce at will?

Detailed replication steps

Tell us about your own troubleshooting efforts

What did you try?

What research did you do?

Attach any supporting documents – log files, trace files,

screen shots

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MORE Details…

Your environment is unique

• We depend on our customers to manage their environments and help us understand them

Act as if we know nothing about your configuration

Make sure your Configurations (Using MOS CM) are

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Other considerations…

Does Oracle Support know how important this

problem is? HOW?

• How is the issue impacting your business?

• What is the financial impact on your company?

• How many users are affected?

• Who is affected?

• 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 and

represents the business impact of your issue

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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

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When Working a Service Request

Documentation is essential

• Answer ALL questions in every action plan completely

Request phone calls where appropriate

Request Collaborative Support sessions as appropriate

Request Collaborative Support for any issues that are

not clearly Hardware or Software

Monitor changes in SR status and severity

Change the Severity if the situation dictates

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Escalations

Bringing Management Attention to

your Service Request

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Escalations

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?

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Support Representative Manager / Escalation Manager Senior Manager or Director V.P. or Executive Customer

Call the Support Hotline

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

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Additional Support Resources

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Logging Service Requests

Log a Service Request via My Oracle Support

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My Oracle Support

• A web portal that provides access to:

• Technical information and solutions • Patches

• Bugs

• Support Engineers & SR’s

• Other users in the Oracle Community • Configuration Manager

• Benefits of My Oracle Support

• 24 x 7 access

• Repository of technical articles • Diagnostic tests

• Interactive Forum • SR Access

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Submitting A Software Service Request

Choosing Severity

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PowerView

Resulting in exactly what you want to see

You can now

create/modify PowerView filters directly from the content attributes of a specific region via the Action menu.

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Page-Sensitive “Task Help” in 4 Languages

Videos , Articles, Links

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Additional Support Resources

ASR, Configuration Manager and

Additional Support Tools

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Automatic Service Request (ASR)

Optional offering for enhanced Support experience

Automatically opens service requests with Oracle for

specific hardware faults

• Service requests filed electronically and securely

• Fast and accurate resolution of the hardware faults

• Improved availability, less downtime

Can be integrated with existing monitoring tools

• ASR manager can send SR notifications via SNMP traps to existing monitoring tools

Free - Included with Oracle Premier Support for

Systems

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How Does ASR Work?

Customer Datacenter Customer Oracle Field Engineer FRU replaced by Field Engineer Fault occurs

Oracle Support Services

Oracle Support Engineer FRU dispatched by Support

Engineer Request Service routed to Support Engineer Oracle Case Management System Service Request (SR) created ASR Service Product's auto-diagnosis facility sends SNMP trap to ASR Manager SR creation email notification to customer Fault telemetry securely transmitted to Oracle ASR Manager

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ASR Fault Coverage For Exadata

Included: • CPU • Disk controllers • Disks • Flash Cards • Flash modules • InfiniBand Cards • Memory • System Board • Power supplies • Fans Not included: • InfiniBand Switches • Cisco Switch • KMM / KVM • PDUs • Batteries

Copyright @ 2010 Oracle Corporation and/or its affiliates

For the hardware components not included, plug-ins for Grid Control have been developed.

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ASR Requirements

Qualified

Sun Server to run ASR Manager

• OEL 5.3 (or higher) or Solaris 10 update 6 (or higher)

• Connectivity to the management network of the Database Machine

• https access to extranet (i.e Oracle support)

• Can use an Exadata database server as the ASR manager, though not recommended

• Can upgrade existing ASR manager to monitor the Exadata Database Machine

Exadata Storage Server Software version 11.2.1.3.1 or higher

ASR Manager version 2.7 or higher

Technical system administrator contact for the Database

Machine registered with

Oracle Support

http://reg.sun.com

See

http://www.oracle.com/asr/

for more information

• Link for wiki from first bullet point

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My Oracle Support Configuration Manager

A Support capability that automates configuration information exchange

between Oracle and our customers enabling faster resolution and proactive detection of customer issues. My Oracle Support utilizes core configuration management capabilities 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 HealthChecks

Proactive Product and Security Alerts

http://download.oracle.com/docs/cd/E18041_01/doc.103/e18036.pdf

What is it?

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Support HTTPS Customer Site Simple install/ command UI Knowledge Management Proxy Server

OCM: The Big Picture

My Oracle Support

SCM

Config View

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Configurations

Data Security and Privacy

• Customers see the same data as Oracle

• Primary access is by Oracle Product Support

• Data is used by Product Support to improve the customer level of service

• Data collected is hardware, system software, and Oracle product information

• Data does not include business transactions, passwords, or control sensitive information

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Support Tools

DBA / Developer Resources & Tools

• My Oracle Support Configuration Manager

• Dozens of Healthchecks and Patch advisors

• Upgrade Advisors

• 10g &11g Upgrade Companion • Remote Diagnostic Agent (RDA)

• 19 pre-built tests and enhanced functions

• 300+ DBA script library

• Performance Tuning Tools (Unix/Linux only)

• LTOM – Lightweight Transaction OnBoard Monitor

• OSW – Operating System Watcher

• HangFG – Hang File Generator

• Stackx – Stack Trace Extraction

• PL/SQL Tuning Scripts

• PL/SQL Profiler

• SQLXPLAIN Plan

• TRACANALYZER

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<Insert Picture Here>

Additional Support Resources

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Quick Reference

My Oracle Support:

• WEWS User Guide – Doc ID: 166650.1

• RDA Info – Doc ID: 314422.1

• Escalation Process – Doc ID: 199389.1

OWC Website:

stconference.oracle.com

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Exadata Communities &

Resources

Communities

Business Intelligence and Data Warehousing Technology Center

– http://www.oracle.com/technology/tech/bi/index.html

Database Insider blog

– http://blogs.oracle.com/databaseinsider/

Oracle Exadata (IOUG SIG) on LinkedIn

Exadata Community In My Oracle Support Resources

Exadata Online

– http://www.oracle.com/database/exadata.html

Premier Support

– http://www.oracle.com/support/premier/index.html

For Oracle Support

- Oracle Global Customer Support Contacts Directory

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

- My Oracle Support Login

http://support.oracle.com

Customers question:

“How do we get our hands on Oracle Best Practices?”

2008 Oracle Support

survey indicated: Over 80% of our customers consider it important for Oracle to offer an online Support Community.

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Database Machine and Exadata Storage Server 11g Release 2 (11.2) Supported Firmware and Software Versions

• Doc ID 888828.1

• Oracle Technical Support Policies –

• http://www.oracle.com/us/support/library/hardware-systems-support-policies-069182.pdf

• http://www.oracle.com/support/policies.html

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ACS Exa Services

Installation Offerings

Service Service Offering Deliverables

Exadata & Exalogic Oracle Systems Installation Service • Site Survey • Hardware Installation • Network Configuration Exadata Oracle ACS Install &

Configuration Service

• Network Gathering, Analysis and Configuration • Configure Storage Server (including ASM)

• GRID Installation & Configuration (including ASM,CRS, RAC) • Database Server Installation

Assisted Services: Non-Standard Configuration

• Customized DBM Installation • Multiple Oracle Homes • Rack Splits

• Multi-Cabling Exalogic Oracle ACS Install &

Configuration Service

• Configure Network, User, Storage Server & GRID Control Plug-in • Storage Server & GRID Control Plug-in

• Set-up Database Connectivity and Node Manager • Configure Fusion Middleware Components

Assisted Services: Non-Exalogic Server

Configuration

• Configure Network, User, Storage Server & GRID Control Plug-in • Storage Server & GRID Control Plug-in

• Set-up Database Connectivity and Node Manager • Configure Fusion Middleware Components

Advanced Customer Services is a global business within Oracle Support dedicated to helping customers maximize the performance and value of their Oracle investments.

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ACS Exa Services

Sustaining Engineering Offerings

Service Offerings Deliverables

Oracle Startup Pack Services1 • Start-Up Advisory Service (provided by Oracle Consulting)

• Installation & Configuration • Production Support Readiness

• Quarterly Patch Deployment (Proactive Bundle Patches only) Advanced Monitoring • 24x7 Secure Exa Monitoring and Management

• Standard Service Level Agreements • Flexible Delivery Model including

• Onsite or Hybrid Remote • Onsite Expert Resources Assisted Services: Emergencies • Recovery

• Troubleshooting & Sev1 Resolution Assisted Services: Migration • Migrate Database Server to DBM Assisted Services: Performance Tuning • Analyze  Recommend  Implement Assisted Services: Upgrade and Patching • Version Software Update(s)

• Reactive and/or Proactive Bundle Patches

Advanced Customer Services is a global business within Oracle Support dedicated to helping customers maximize the performance and value of their Oracle investments.

The following services are available for both Exadata & Exalogic machines:

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Exadata Storage Server Diagnostic Collection Guide

Doc ID 735323.1

Please follow Knowledge Article

761868.1

to collect

data required to diagnose Disk Failures

Please follow Knowledge Article

1053498.1

to collect

data required to diagnose issues related to

Networking layer.

Please follow Knowledge Article

1064019.1

to collect

data required to diagnose issues related to Memory,

PCI or Power Supply components.

Please follow Knowledge Article

1062544.1

to collect

data required to diagnose issues related to ILOM, ILO

or LO100 components

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2 x 600 GB 15 K RPM SAS or 2 x 2 TB 7.2 K RPM SATA disks for Exadata Storage Servers

2 Sun Flash Accelerator F20 PCIe Cards

6 QSFP QDR 3 m InfiniBand passive copper cable

10 QSFP QDR 5 m InfiniBand passive copper cable

2 serial cable sets for Sun Datacenter InfiniBand Switch 36

All parts are field replaceable units.

Firmware upgrades are applied via Storage Server Software patches

Firmware version automatic synchronization on part replacement

The spare parts list shipped is also in the DBM Owner's Guide:

http://st-doc.us.oracle.com/exadata/112/media/doc/doc.112/e13874/intro.htm#sthref11

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Global Customer Support

Global Customer Support is a highly available expert

resource that resolves customers' business-related

inquiries while capturing and sharing feedback to

enhance the customer relationship.

Responsibilities include but are not limited to:

• Access and navigation of Oracle Support websites (including My Oracle Support) • Placing software orders

• Assisting with CSI questions

• Assisting with product or platform issues related to SR logging • Locate and provide published information

• Create software upgrade orders

Global Support Hot Lines:

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Oracle Advisor Webcasts

Now Available Through My Oracle Support

Go to Note 553747.1 - Welcome to the Oracle Advisor

Webcast Program!

• Includes links to the Advisor Webcast page

• Instructions for registering and viewing both live and archived webcasts

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Customer Support Education

Delivery Options

One-on-One Customer meetings and Webcasts

Support Webcasts – targeting a core Customer

audience

Regularly scheduled free Internet Seminars

Regional Support Education Workshops

User Groups, SIGs, RUGs, etc.

Contact us via the Support Training Community

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Summary

Overview of Support Model

Understanding of Process Defined

Support Terminology

How to Handle Hardware versus Software Issues

Working Effectively with Support – Best Practices

Effective Use of the Escalation Process

My Oracle Support Configuration Manager

Overview of My Oracle Support

Logging Service Requests

Additional Support Tools

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References

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