Global Support Services
Jack Malloch
Product Service
Advisor
Oracle Support Services Evolution
Call Center
Reactive
• 2M New Calls (SRs)
• 5% Online SRs
Internet Content Center Customer Centric Svcs
Self-Service
• 225K New Calls
• 95% New SRs Online
• 30% Fewer total SRs
• 100M web knowledge
Interactions
Proactive
• Problem avoidance
through Healthchecks &
Diagnostics
• Closed loop feedback
to engineer better
products
• Increased Cust Sat
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
Introducing
Oracle Premier Support
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.
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.
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
New and Improved
MetaLink
User Interface
New User Interface - Features
 Login/Logout capability
 Tab/Subtab Hierarchy
• Improved and simplified navigation
• More “real estate” for viewing articles
 Improved “Quick Search” capabilities
New User Interface
New User Interface
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 #
New Quick Search Capability
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
Upcoming Internet Seminars
http://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
Oracle
Security Patch Updates
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
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
Finding
Critical and Recommended Patches
Searching for Patches
Searching for Patches
Searching for Patches
Finding Recommended Patches
Finding Recommended Patches
Cursor over Product
Opens detail links
Maintenance Wizard
For
Upgrade Assistance
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
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
Maintenance Wizard for Upgrades
More info and links
to download the
Maintenance Wizard
Tool
Maintenance Wizard for Upgrades
Also can be found
in the Knowledge
Browser
Maintenance Wizard for Upgrades
This FAQ is frequently
updated
Maintenance Wizard for Upgrades
Frequently updated
Maintenance Wizard for Upgrades
Note 215527.1 contains
links to reference
documents and
instructional videos
Maintenance Wizard for Upgrades
The demos will walk
you through each
step in using the
Maintenance Wizard
for upgrades
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
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
Escalations
Bringing Management Attention
to your Service Request
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
Escalation Process
Note 199389.1
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
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
Oracle Support Services
oracle.com/support
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QUESTIONS
ANSWERS