Corporate PPT Template

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Dave MuirheadDirector of Electronic Customer
Self-Service Oracle Corporation
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Power Tools, Tips and Tricks Getting the Most
Out of Your Oracle Support Services
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OracleMetaLink

• Top Technical Documents
• Diagnostic Tools
• Oracle Support KB search including Bug database
• Patch download
• Forums or TARs?
• Oracle DirectConnect
• User Administration
• My Configs Projects

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OracleMetaLink Top Tech Docs

• Your Starting Place
• Compiled by the best and brightest
• Continuously updated
• Rich resource for research and problem solving
• Electronic documentation
• eTRM -Electronic Technical Reference Manual
• Refined/enhanced through PAA - Problem Avoidance
  Architecture
• Learning folded back into top tech docs
• Support Tools

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OracleMetaLink Top Tech Docs

• Support Tools
• ACT Applications Collection Tool
• Top Tech Docs -gt E-Business Suite -gt Diagnostic
  Tests Catalogue
• RDA Remote Diagnostic Agent
• Search for RDA or Remote Diagnostic Assistant
  (Doc ID 175853.1)
• Diagnostic Scripts

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OracleMetaLink KB Search

• General or Advanced?
• General Keywords are combined with AND
  operators.
• Advanced allows you to specify several options
• Filter by product, platform, modified date,
  document ID and chose from the different
  knowledge repositories

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OracleMetaLink Patch Download

• Find the patches you need
• Simple search
• By Patch Number
• By Product Family
• Saved Searches
• Saved searches
• Quick Links
• Advanced search

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OracleMetaLink Patch Download
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OracleMetaLink SRs or Forums?

• Forums Are
• A call for information
• A public discussion
• Customer answered, Oracle moderated
• Archived on MetaLink only
• Bulletin board/threaded format
• Viewable/searchable by other users

• iTARs Are
• For problem mgmt
• A one-to-one transaction
• Oracle support analyst answered
• Tracked/measured in Oracle call tracking system
• Problem/symptom/solution format
• Only viewable by customers who created them

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OracleMetaLinkCustomer User Administration

• Provides greater control over your companys
  MetaLink access
• Set user access and permissions
• Create/approve new accounts
• Remove existing users
• Enhances security
• All new registrations with your support
  identifier must be approved

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Oracle DirectConnect

• Accessible through OracleMetaLink
• Collaborate directly with an Oracle Support
  engineer
• A secure encrypted connection between Oracle
  Support and your system
• Available from MetaLink for resolving open SRs
• Coordinate use with the support engineer working
  your SR
• Chat/Desktop Sharing/File Transfer

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Oracle DirectConnect
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OracleMetaLinkMy Configs Projects

• Internal Code name My Support
• Global initiative to move to proactive support
• Provides new capabilities on MetaLink
• Ability to manage your support needs by project
• Ability to catalog your environments
• Ability to view configuration details on your
  environments
• Health check reports based on rules for best
  practices and supportability
• Oracle can begin to enable proactive support
  capabilities
• Attach Configurations and Projects to TARs for
  faster resolution

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OracleMetaLinkMy Configs Projects

• Configs
• Ability to catalog all your configurations
• Detailed description of business-critical
  environments
• Both manual and automated configuration
  description creation and maintenance
• Projects can also be associated to configurations
• Third-party software impact

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Configuration Details

• Support Agent Installed on each server

• Uploads every 24hrs low system impact

• View detail of configuration information

• Secure Encrypted Upload

• Stored in MetaLink Configuration Repository

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Health check reports forcritical areas

• Checks against current knowledge base

• Presents Findings, Risks Recommendations
  Warnings and Cautions!

• Key Issues Availability, Integrity, Performance

• Summary Reports give a comprehensive view of
  systems

• Fix problem areas before problems occur!

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OracleMetaLinkMy Configs Projects

• Projects
• Ability to manage your configurations by project
• View your system configurations the way you
  manage your business
• Identify Project Contacts Project Roles
• Identify milestones and critical dates
• Project Dependencies

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Next Steps.

• Attend Advanced Support Services Maximizing the
  Performance and Health of Your SystemsWednesday,
  100 p.m., Juan Jones
• Visit the MetaLink and Oracle Support Tools demo
  stations in the Oracle Campground
• Browse here for more information
• http//metalink.oracle.com
• http//www.oracle.com/support

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Reminder please complete the OracleWorld
online session surveyThank you.