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Creating Customer Value
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 be
relied upon in making purchasing decisions.
The development, release, and timing of any
features or functionality described for Oracle’s
Agenda
•
Introduction to My Oracle Support
•
Oracle Configuration Manager
•
Upgrade Advisors
•
Additional Support Resources
•
Working Effectively With Support
Agenda
•
Oracle Configuration Manager
•
Upgrade Advisors
•
Additional Support Resources
•
Working Effectively With Support
My Oracle Support
(https://support.oracle.com/)
• Single, Customisable, Unified Customer
Support Portal for all products
• Knowledge Base with 900,000+ solutions for 3,000+ products
• Service Request (SR) management
• Patches, Fixes & Version Updates
• Oracle Configuration Manager
• Personalized
communities with ~80% product coverage &
323K+ members
• Doc ID 603505.1 -- Trainings answering ‘How-To’ questions on MOS usage
Introducing: MOS Mobile
http://support.oracle.mobi
• Applications available for :
• iPhone/iPad/iPod Touch
• Android
• Launching applications very soon for:
• BlackBerry
• Symbian
• Search, View & Update SRs
• News, Events, Webcasts, Blogs and Videos can be accessed using your fingertips
• Future Enhancements
• Browse and search knowledge articles
• View certification data
Agenda
•
Introduction to My Oracle Support
•
Upgrade Advisors
•
Additional Support Resources
•
Working Effectively With Support
Agenda
•
Introduction to My Oracle Support
•
Oracle Configuration Manager
•
Additional Support Resources
•
Working Effectively With Support
What is an Upgrade Advisor?
• Specially created dynamic documents intended to guide you through an upgrade lifecycle using step-by-step instructions
• Incorporates information from various sources and best practices collected over numerous upgrades
• Each upgrade advisor is specific to a particular upgrade path of a product or suite between specific versions.
• In depth of information available presented in multimedia formats
• Organized to take maximum advantage of what you need when you need it
• Supported via Collaborative Support through a focused community (https://communities.oracle.com/portal/server.pt/community/upgrade_advisor/441)
• Updated regularly
FMW
PeopleSoft
JDE
Siebel
Available Upgrade Advisors
©2010 Oracle Corporation - Proprietary and Confidential DB EBS EPM Primavera Oracle BI Enterprise Manager Agile
Agenda
•
Introduction to My Oracle Support
•
Oracle Configuration Manager
•
Upgrade Advisors
•
Working Effectively With Support
Explore Available Knowledge
Product Information Centers
•
One Stop Shop for specific
Release information
• Upgrade Tools and Tips• Critical Patch Updates
• Announcements
• Localizations
•
Available For:
• E-Business Suite• PeopleSoft
• JD Edwards
• Siebel
• Fusion Middleware
Transfer of Information (TOI
s
)
• TOI features online Training
• Available to Oracle Supported
customers at product release time.
• These online courses provide
release-specific product knowledge that enables your functional and technical teams to plan,
implement/upgrade and support Oracle products effectively and efficiently.
• Available for:
• Agile,Application Integration Architecture ,CRM On Demand,Demantra,Hyperion,JD Edwards EnterpriseOne,JD Edwards World,Oracle EBS,Oracle
Healthcare,Oracle Life Sciences,Oracle Retail,Oracle Remote Data Capture,Oracle Transportation Management ,Oracle
Workforce Scheduling,PeopleSoft Enterprise,Social CRM,Siebel,Oracle Pedigree and Serialization
Support Newsletters
• Support Newsletters enhance the service experience with Oracle Support by proactively providing valuable information.
• News
• Technical Content
• Technical Updates
• Focuses on specific product areas
• View current & archived
newsletters through document id 222.1
• Subscriptions can be received via email, subscribe through
My Oracle Support Community
Recent content (discussions, documents, etc.)
Community
Resources in Web 2.0
Connecting People to People not just People to a Portal
•
My Oracle Support, Communities
•
OTN Forums
(http://forums.oracle.com/main.jspa?categoryID=84)
•
Oracle Wiki
(http://wiki.oracle.com)
•
Oracle Blogs
(http://blogs.oracle.com)
•
Oracle Podcasts
(http://www.oracle.com/podcasts/index.html)
•
Oracle Newsletters
(http://www.oracle.com/newsletters/index.html)•
AskTom
(http://asktom.oracle.com)
•
Oracle Social Media Directory
(http://www.oracle.com/us/social-media/twitter/index.html)Customer Education
•
Oracle By Example
(http://www.oracle.com/technetwork/tutorials/index.html)
• Hundreds of step-by-step Tutorials
• Database, Fusion Middleware, Enterprise Manager, Jdeveloper
•
Advisor Webcasts
(document id 740966.1)• My Oracle Support schedule, recorded or archived for replay
• Process And Tools Webcasts
Agenda
•
Introduction to My Oracle Support
•
Oracle Configuration Manager
•
Upgrade Advisors
•
Additional Support Resources
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
When you log a Service Request…..
• Enter the correct
• Product and Database version (e.g. V6.0.2.2 instead of V6)
• Environment where the problem is occurring is specified (e.g. Development, Production, Test )
• Ensure the problem is clearly described, highlighting the business impact
• Upload relevant screenshots/log files/outpout files clearly showing the error messages/issue encountered ; upload diagnostic scripts/debug files wherever applicable
- Appropriate nomenclature of files really helps
• Additionally include:
• Detailed replication steps
• Analysis done at your end
How to work Effectively with Support
•
Joint ownership, mutual communication aids resolution
•
Provide complete information requested for effective
diagnosis
•
Support uses Oracle Diagnostic Methodology as an SR
resolution approach
• Clarifies the issue with relevant data
• Request information with a purpose
• Recommend solution with justification
•
Still see a need for closer interaction? Contact
engineer/manager via Hotline!
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Escalations
Bringing Management Attention to
your Service Request
Raising Severity vs. Escalations
Severity 1 Escalation
Business Impact Showstopper Critical Ownership Multiple across
globe
Single
When to consider? Showstopper Lack of response /Critical roadblocks/Project
Milestones/Management attention
Availability 24*7 – support and customer
During the engineer working shift
•Sev 1 SRs are worked on the highest priority
•Raise an escalation well in time based on your milestone/business impact
Business Justification for Escalations
•
Escalate with the clear technical/business impact of the
issue
•
Does this affect a major milestone? If yes, milestone
name and milestone date?
•
Any workaround available?
•
Why is the workaround not acceptable?
Escalation Process
Support Representative Manager / Escalation Manager Senior Manager or Director V.P. or Executive CustomerBSNL Toll Free : 1.800.4258.448 Tata Toll Free : 000.800.100.7534
Other Global Support Hot Lines:
Providing Feedback to Support
• We would like to hear from you….
• Request you to respond and provide your feedback through Customer Transaction Surveys on:
• Our Service
• Online Portal i.e. My Oracle Support
Summary
•
Leverage Proactive Tools such as :
•
MOS, OCM, Upgrade Advisor, Communities
•
Catch the latest information from Knowledge Management
Portal via :
•
Product Information Centers, TOIs, Newsletters
•
Work Effectively with Support
•
Log SRs with complete information
•
Collaborate and communicate
•
Leverage Escalation process for Business Critical Situations
Oracle’s Lifetime Support Policy
Your Investment Protected For Life
FROM 5 YEARS TO FOREVER
0 1 2 3 4 5 6 7 8 9 10
Sustaining Support Extended Support Premier Support Unlimited
Lifetime Support Policy Deliverables
Feature Premier
Support
Extended Support
Sustaining Support
Major Product and Technology Releases
Technical Support
Access to Knowledge Base
Updates, Fixes, Security Alerts and Critical Patch
Updates
Pre-existing Only
Tax, Legal and Regulatory Updates No
Upgrade Scripts No
Certification with existing Third Party
Products/Versions
No
Certification with New Third Party
Products/Versions
No No
Certification with new Oracle Products No
• 10.2 to 11.2
• 9.2 to 11.2
• Exadata Upgrade from 11.2.0.1 to 11.2.0.2
DB
• 11.5.10 CU2 to 12.1.2
• Technical Upgrade path (Techstack)
• Financials
• HRMS HCM
EBS
• FMW: OAS 10.1.2 Forms/Reports Services to FMW 11g Forms/Reports Services
• FMW: OAS 10.1.2 Portal to FMW 11g Portal
FMW
• HCM 8.9 to 9.1
• FSCM 8.9 – 9.1
• PeopleTools 8.48/49 to 8.50
PeopleSoft
• OneWorld Xe to EnterpriseOne 9.0
• EnterpriseOne 8.11 to 9.0
JDE
• Siebel CRM 7.8/8.0 to 8.1.1
Siebel
