Jack Malloch Product Service Advisor

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Jack Malloch Product Service Advisor
Global Support Services
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Oracle Support Services Evolution
Call Center
Internet Content Center
Customer Centric Svcs

• Proactive
• Problem avoidance through Healthchecks
  Diagnostics
• Closed loop feedback to engineer better products
• Increased Cust Sat

• Reactive
• 2M New Calls (SRs)
• ?5 Online SRs

• Self-Service
• 225K New Calls
• 95 New SRs Online
• 30 Fewer total SRs
• 100M web knowledge Interactions

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What Sets Oracle Apart

• Award-Winning Support
• Global Reach and Size Scale Matters in the
  Support Business
• Technology Leadership
• Advanced Support Technologies
• Support of Full Technology Stack
• Lifetime Support Policy Comprehensive,
• Simple and Predictable

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Introducing Oracle Premier Support
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Key Elements of Premier Support
Rights to Fusion Applications
Global Reach
Continuous Product Enhancements
Global Support for Rapid Resolution
Advanced Support Technologies
Award-winning, world-class support
The largest, most advanced support organization
in the world.
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Product Service Advisors

• Continuously improve the relationship between
  Global Product Support and our customers.
• Work to effectively prepare our internal and
  external customers with education, knowledge,
  tools and resources.
• Ensure rapid, effective adoption and execution of
  the support programs designed to ensure customer
  success.

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New and Improved MetaLink User Interface
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New User Interface - Features

• Login/Logout capability
• Tab/Subtab Hierarchy
• Improved and simplified navigation
• More real estate for viewing articles
• Improved Quick Search capabilities

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New User Interface
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New User Interface
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New Quick Search Capability

• Value to you
• Get the exact answers you need
• Save time
• Search in all categories (like original Basic
  search)
• Or search in specific categories
• Knowledge Base
• Bug Database
• Technical Forums
• Or by a specific ID
• Knowledge Base Document ID
• Service Request
• Error Code
• Patch

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New Quick Search Capability
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Quick References for MetaLink Basics
In MetaLink, first click Help
Next click Global Help
Revised On Demand Seminars due in Feb
06 http//www.oracle.com/support/seminars.html
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Upcoming Internet Seminarshttp//www.oracle.com/
support/seminars.html

• 24-Jan-2006 - Working Effectively with Support
• 25-Jan-2006 - Support Diagnostic for E-Business
  Suite 11i - Basic (3 time slots available)
• 26-Jan-2006 - Introduction to MetaLink
• 01-Feb-2006 MetaLink My Configs Projects
• 07-Feb-2006 - Introduction to MetaLink
• 08-Feb-2006 - Support Diagnostic for E-Business
  Suite 11i - Advanced (3 time slots available)
• 09-Feb-2006 - Working Effectively with Support
• 15-Feb-2006 - Advanced MetaLink

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MetaLinkMy Configs Projects
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My Configs Projects

• Oracle is introducing an exciting new service
  capability
• Improve the level of Service to our customers
• Faster diagnosis/resolution of issues
• Proactive problem avoidance
• Online delivery of services
• Understanding customers business needs and
  providing consistent responses and service

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My Configs Projects
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My Configs Projects
My Configs Projects

• Accessible from MetaLink
• New feature/capability

• Key projects or services
• Critical information

• Detail configuration settings
• Healthchecks from best practices
• Changes over time

Understanding Your Business
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My Configs Projects

• Define Configs
• Auto Config
• Manual Config

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My Configs Projects

• Define Configs
• Auto Config
• Manual Config
• Define Projects
• Key information
• Associated Configs

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My Configs Projects

• Define Configs
• Auto Config
• Manual Config
• Define Projects
• Key information
• Associated Configs
• Select Your Favorites

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My Configs Projects

• Define Configs
• Auto Config
• Manual Config
• Define Projects
• Key information
• Associated Configs
• Select Your Favorites
• Service Requests
• Logging
• Tracking
• Reporting

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My Configs Projects

• Define Configs
• Auto Config
• Manual Config
• Define Projects
• Key information
• Associated Configs
• Select Your Favorites
• Service Requests
• Logging
• Tracking
• Reporting
• Where to go

MetaLink Note 250434.1
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My Configs Projects Auto Configuration

• Leverages MetaLink as delivery vehicle

MetaLink Portal

• New MetaLink Services
• MyConfigs Projects
• Health Checks
• Configuration Data
• SR data capture

Existing MetaLink Services
Customer Configuration Data Repository
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My Configs Projects Auto Configuration How
It Works
Support Agent

• Runs local on customer machine
• Collects customer configuration diagnostic
  data
• Central repository at Oracle Support
• Use for proactive and reactive support
• Enhanced MetaLink portal
• Online projects, environments, and Configs
• Proactive Healthchecks based on best practices

Customer Repository
MetaLinkUI
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My Configs Projects Auto Configuration How
It Works
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My Configs Projects Auto Configuration
Support Agent

• Features
• Automatically collects configuration data for
  Database, eBusiness Suite, Application Server,
  Host, Operating system, Network layer
• Uploads every 24 hours
• Installed on each server, HP-UX, Solaris, Linux,
  AIX Tru64
• Healthchecks
• Fully supported
• Secure

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My Configs Projects
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My Configs ProjectsAuto Configuration -
Information
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My Configs ProjectsAuto Configuration -
Information
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My Configs ProjectsHealth Checks, Best
Practices
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My Configs ProjectsHealth Checks, Best
Practices

• At A Glance Health Check Summary page for all
  critical issues and alerts

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My Configs ProjectsHealth Checks, Best
Practices

• Database ORA-600 Tool
• Network Advisor

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My Configs ProjectsHealth Checks, Best
Practices
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My Configs Projects

• Define Configs
• Auto Config
• Manual Config
• Define Projects
• Key information
• Associated Configs
• Select Your Favorites
• Service Requests
• Logging
• Tracking
• Reporting
• Where to go

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My Configs ProjectsGetting Started New Users
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My Configs ProjectsSupport Agent Download
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsManual Configuration
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My Configs ProjectsSR Creation
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My Configs ProjectsSR Creation
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If you need SupportHow to create an SR for MCP

• Select Product OSS Support Tools

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If you need SupportHow to create an SR for MCP

• Select Type of Problem Support Agent Install
  Issue or other

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