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Exadata Support Model and Best Practices
Chris Warticki
Global Customer Management Blogs.oracle.com/support @cwarticki
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
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
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
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
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
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.
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
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
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..
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
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
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.
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
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
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…
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
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
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
Service Request Severity Definitions
Severity Level 4 Severity Level 3 Severity Level 2 Severity Level 1 No Business ImpactMinor 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
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
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?
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
Logging Service Requests
• Log a Service Request via My Oracle Support
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
Submitting A Software Service Request
Choosing Severity
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.
•
Page-Sensitive “Task Help” in 4 Languages
•
Videos , Articles, Links
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Additional Support Resources
ASR, Configuration Manager and
Additional Support Tools
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
How Does ASR Work?
Customer Datacenter Customer Oracle Field Engineer FRU replaced by Field Engineer Fault occursOracle 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
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 • BatteriesCopyright @ 2010 Oracle Corporation and/or its affiliates
For the hardware components not included, plug-ins for Grid Control have been developed.
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
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?
Support HTTPS Customer Site Simple install/ command UI Knowledge Management Proxy Server
OCM: The Big Picture
My Oracle Support
SCM
Config View
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
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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Additional Support Resources
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
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.
• 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:
•
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
• 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
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:
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