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

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

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

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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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Resources, Tools, And Best Practices

• New MetaLink UI Features
• Oracle Security Patch Updates
• Finding critical and recommended Patches
• Maintenance Wizard
• (Upgrade Assistance for 11.5.10)
• Escalation Process

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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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• Oracle
• Security Patch Updates

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Critical Patch Update for Jan 06

• See News Notes in MetaLink My Headlines
• Look for email announcements as well
• Overview and FAQ documents
• Note 343382.1 - Oracle Critical Patch Update
  January 2006 Advisory
• Note 343391.1 - Critical Patch Update - January
  2006 FAQ
• Note 290738.1 - Critical Patch Update Program
  General FAQ
• Note 237007.1 - Security Alerts and Critical
  Patch Updates FAQ

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Critical Patch Update Documentation

• Documents related to CPUJan2006 - for all the
  key info and details
• Note 343383.1 Documentation Map
• Note 343385.1 Oracle CPUJan2006 Pre-Installation
  for Oracle Application Server
• Note 343387.1 Oracle CPUJan2006 Pre-Installation
  for Oracle Collaboration Suite
• Note 343384.1 Oracle CPUJan2006 Pre-Installation
  for Oracle Database
• Note 343389.1 Oracle CPUJan2006 Pre-Installation
  for Oracle E-Business Suite
• Note 343390.1 Oracle CPUJan2006 Pre-Installation
  for Oracle Enterprise Manager Grid Control
• Note 343391.1 Oracle CPUJan2006 FAQ

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• Finding
• Critical and Recommended Patches

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Searching for Patches
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Searching for Patches
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Searching for Patches
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Finding Recommended Patches
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Finding Recommended Patches
Cursor over Product Opens detail links
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• Maintenance Wizard
• For
• Upgrade Assistance

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The Maintenance Wizard

• Benefits
• Guides you through the maintenance and upgrade
  processes
• Identifies prerequisite tasks, preventing any
  out of order possibilities
• Critical patch identification to prevent
  accidental omission
• Automatically installs many required patches
• Presents maintenance and upgrades as step by step
  processes
• Steps can be automated
• Steps are customizable based on Customer Instance
  or criteria
• Steps can be copied from one project to another
• Validates and tracks completion of each step
• Maintains a log and status
• Provides a user responsibility model with
  assignment of tasks
• Confirmation and documentation of your successful
  upgrade

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The Maintenance Wizard

• Features
• Oracle Application Upgrade
• 10.7, 11.0.3, 11i to 11.5.10
• Oracle Database Upgrade
• 8.1.7 to 9.2.0.6
• 8.1.7, 9.0.1, 9.2.0 to 10.1
• Multi-Tier-Platform capability
• Sun Solaris, HP, AIX, Linux, TRU-64
• Secured Remote Access - Remote Shell (RSH),
  Secured Shell (SSH)
• Define roles, assign tasks Sysadmin, Project
  Admin, Engineer
• Live Progress Reports, Historical Data, Timing
  Reports, Downtime requirement Reports
• Patch analysis live updates from MetaLink
  refresh an instance from another instance

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Maintenance Wizard for Upgrades
More info and links to download the Maintenance
Wizard Tool
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Maintenance Wizard for Upgrades
Also can be found in the Knowledge Browser
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Maintenance Wizard for Upgrades
This FAQ is frequently updated
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Maintenance Wizard for Upgrades
Frequently updated
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Maintenance Wizard for Upgrades
Note 215527.1 contains links to reference
documents and instructional videos
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Maintenance Wizard for Upgrades
The demos will walk you through each step in
using the Maintenance Wizard for upgrades
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Maintenance Wizard for Upgrades
Tracks roles assigned, actions completed, time
taken, etc. for each step
This report tracks every step of the upgrade from
start to finish
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The Maintenance Wizard

• Reference
• To download the latest version of the Maintenance
  Wizard from MetaLink, see Master Reference List
• MetaLink Note 215527.1
• To review Frequently Asked Questions
• MetaLink Note 251253.1

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• Escalations
• Bringing Management Attention to your Service
  Request

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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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Escalation Process
Note 199389.1
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Summary

• Access MetaLink
• Use My Headlines to keep up to date
• Check out the latest Security Patch Updates
• Use the tools in Patches Updates to find
  critical and recommended patches
• Take advantage of the Maintenance Wizard tool for
  Applications upgrades
• Implement the Escalation Process when necessary
• Provide feedback to help us keep improving
  MetaLink

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Quick Reference

• MetaLink http//metalink.oracle.com/
• WEWS User Guide Doc ID 166650.1
• RDA Info Doc ID 314422.1
• Diagnostic Tests Catalog - 232116.1
• Escalation Process Doc ID 199389.1
• Severity Definitions and Support Policies
  http//www.oracle.com/support/policies.html
• OWC Website conference.oracle.com
• Quick Tutorial located in the Quicklinks box on
  the right

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Oracle Support Services
oracle.com/support
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