Working Effectively with Primavera Support

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Working Effectively with Primavera Support
Jennifer Woodford Sr. Director, Global Customer
Support
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• 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 Oracles
  products remains at the sole discretion of Oracle.

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Agenda

• Support Priorities
• New Support Resources
• MyOracleSupport (MOS)
• Best Practices for Reactive Issues
• Summary
• QA

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Oracle Support Priorities

• Minimize system disruption through
• Problem Avoidance
• Resolving configuration and data issues that
  would cause processes to fail
• Self Service Resolution
• Resolving problems without the need to contact
  Oracle Support
• Reduction in Resolution Time
• Minimizing the time spent to resolve an issue

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Oracle Premier Support Comprehensive Coverage
enhanced by Proactive Support features
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Perceived Value of Proactive Services
Nine out of ten (93) respondents worldwide agree
it is important for IT providers to invest in
product and service Innovation.
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New Support Resources
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Product Information Centers

• One stop shop for release specific information
• Upgrade Tools and Tips
• Critical Patch Updates
• Announcements
• Available for
• Primavera P6 Enterprise Project Portfolio
  Management v7
• Primavera P6 Enterprise Project Portfolio
  Management R8
• Primavera Contract Management v13
• Primavera Portfolio Management v8
• Primavera Risk Analysis 8.7

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P6 v7.0 PIC
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Oracle Configuration Manager (OCM)

• Support capability that automates configuration
  information exchange between Oracle and our
  customers enabling faster resolution and
  proactive detection of issues that our customers
  might encounter.
• Ability to define configurations and organize
  projects
• View of System details and changes
• Create, track and status Service Requests
• Advanced Knowledge Management capabilities
• Proactive problem avoidance with Healthchecks

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Base Content Slide

• First Level Bullet
• Second level bullet
• Third level bullet
• Fourth level bullet
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Healthchecks

• Health Checks are a feature within MOS that are
  driven off of configuration data collected by the
  Oracle Configuration Manager
• Point in time checks tests that identify critical
  risks to a customers IT environment that have
  caused or may cause a security breach or service
  outage
• Provide advice on corrective actions

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Available Healthchecks March 2011
Product Healthcheck Doc ID
CM Currently Running Contract Management version 13 with no Service Packs 1905739.1
P6 Primavera P6 Web Access is set up for non-native authentication using LDAP or WebSSO 1095735.1
P6 File Logger is disabled in Primavera P6 Administrator and therefore P6 Web Access messages will not be logged to the WebAccessLogs folder 1095734.1
P6 The Maximum memory allocated to Java Applets setting in the Primavera P6 Administrator is NOT set to a recommended value of 256 or greater 1095737.1
P6 Tracking is set to true (enabled) in the Primavera P6 Administrator 1095736.1
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Advisor Webcasts

• Hour long presentations given by subject matter
  experts on Oracle Primavera products,
  technologies and services
• Schedule and registration available through MOS
• Doc id 740966.1
• Sessions recorded and archived after initial live
  session
• Doc ID 740964.1
• Upcoming Webcasts
• April 20 Methodologies vs. Template Projects
• April 26 Introduction to P6 Web Services

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Archived Advisor Webcasts
Product Advisor Webcast Title
P6 P6 Tips and Tricks
P6 Using P6 Web Services with Event Notification
P6 P6 R8 Documentation, System Architecture and Components for New Installation and Upgrade
P6 Learn About the New Features Available in P6 R8
P6 P6 R8 Planning and Migration Considerations
P6 Introduction to the P6 Integration API
P6 Future Bucket Planning in P6 (planning non-linear resource usage)
CM Customizing the User Experience in Primavera Contract Management
CM Contract Management Application Server Security Considerations
CM Disaster Recovery How to Prepare Your Contract Management Environment
CM Using a Content Repository to Manager Documents with Contract Management 13
Risk Analysis Importing Data into Primavera Risk Analysis and Interpreting the Results
Risk Analysis Interpreting the Tornado Graphs in Primavera Risk Analysis
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Additional Resources

• Primavera Support Newsletter
• Just launched in January 2011
• Available in MOS Doc ID 1280192.1
• To subscribe, email PRIMNEWS_us_at_oracle.com
• EPPM Quarterly Newsletter
• Valuable information on Primavera products,
  events, etc.
• How to subscribe Doc ID 1174934.1
• Fifth level bullet

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Primavera MOS Community
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My Oracle Support Tips
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Access to My Oracle Support (MOS)

• Login at https//support.oracle.com
• Valid Support Identifier needed
• New Users need to register
• Then, request to add Support Identifier to
  profile Customer User Administrator (CUA) will
  approve
• CUA - Helpful KM documents
• FAQ Customer User Administrators - Guide for new
  CUAs (1098714.1)
• What to do if you have no Customer User
  Administrator for your CSI on My Oracle Support
  (1235933.1)
• How To Change User Privileges In My Oracle
  Support for Customer User Administrators (CUA)
  (1071873.1)
• Questions or Problems with registering/logging
  in, call Global Support
• US number 1.800.223.1711

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My Oracle Support
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Using PowerViews
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Explore Knowledge Available
See document id 603505.1 for additional
information on Knowledge Home and Searching
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Sources Available to Search
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Recent Searches
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Service Requests
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Contact Preference
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Service Request Profile
Initial SR
Subsequent SRs
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Best Practices for Reactive Issues
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Support Service Request Process

• Once SR is assigned, to reach Engineer directly
• Call 800.223.1711
• Press 1 for Existing Service Request
• Enter the SR Number, then
• Press 1 to confirm SR Number

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When Working a Service Request

• Documentation is essential
• Milestones / Key Project Dates
• Request phone calls where appropriate
• Request Collaborative Support sessions when
  appropriate (OWC)
• Test in standard environments
• Monitor changes in SR Status and Severity
• Communicate when a change in Severity becomes
  necessary
• Escalate concerns via the Escalation Process

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Escalation Process
Escalation Talking with a Manager

• Escalating an issue means bringing Oracle Support
  Management attention to your SR
• Provides a 2-way dialogue with a Manager in
  Support
• Escalation is not required to adjust the severity
  of an SR
• To change the Severity up or down, simply update
  the SR, ask the assigned Engineer, or call the
  Oracle Support line to request a change
• Asking to adjust the Severity of your SR is NOT
  considered an escalation
• Severity increases may be discussed during an
  escalation dialogue with a Manager

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Escalation Process
Call US 800 223 1711 Other Global Support Hot
Lines http//www.oracle.com/support/contact.html
V.P. or Executive
Senior Manager or Director
Manager / Escalation Manager
Support Representative
Customer
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Summary

• Check out the new Support Resources
• PICs, Advisor Webcasts, OCM and Healthchecks
• Sign-up for the Oracle Primavera Support
  Newsletter
• Remember to use PowerViews, set your Contact
  Preference and save SR Profiles in MOS
• Provide key information when logging an SR
• Enjoy the rest of Collaborate 11!

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Other Great Support Sessions this week at
Collab11
TUESDAY Later Wednesday Early Wednesday Later
Meet your Support Engineers Come meet the faces behind the SRs Tues _at_ 315 Using P6 Event Notification Messaging with Web Services in Primavera Wed _at_ 800 E-Business Suite Best Practices for Patching Maintaining Release 12 Wed _at_ 100
Hyperion Support and Best Practices Tue _at_ 315 JDE Upgrade or Best Practices Wed _at_ 915 Leveraging Oracle Technology within your Contract Management Environment Wed _at_ 215
Working Effectively with Primavera Support Wed _at_ 315 Concepts and Best Practices for the Risk Register in Primavera Risk Analysis Wed _at_ 915a PeopleSoft Upgrade and Best Practices   Wed _at_ 215
Exadata Support and Best Practices Tues _at_ 430 Middleware Upgrade or Best Practices Wed _at_ 1030 Oracle E-Business Suite Diagnostics Health Checks Wed _at_ 430
Come visit the Primavera Support Clinic Peabody
Hotel Challenger 39 Wednesday 11am
230pm Thursday 830-1030am
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