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Oracle Cloud Support

Oracle Support Essentials Series

Oracle Support Education & Training

Copyright 2016 Oracle and/or its affiliates. All rights reserved

Learning Objectives

1. Learn whats available


Learn about where to locate training
resources, support best practices,
capabilities, and tools to help you
work effectively with Oracle Cloud
Support.

2. Share your knowledge


Start working with Oracle Support
through the My Oracle Support
Cloud Portal. Understand when and
how to use Service Requests to get
assistance

3. Implement Best Practices


Maximize business value by utilizing
the Get Proactive portfolio.

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Quick questions before we proceed

POLLING

Please take a minute to answer


the questions that will pop up on
your screen.
After submitting your answers,
you can close the polling box.

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Agenda

Oracle Support terms and acronyms

Oracle Cloud Support portal

Oracle Cloud Service Request flow

Additional Resources

Q&A

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Terms & Acronyms


Terms to know
Cloud Support Portal/
My Oracle Support Portal

Web portals to access Knowledge Base, Communities, and Service Requests.


http://support.oracle.com/

Support Identifier (SI)

Sometimes also Customer Support Identifier (CSI)


Issued when subscribing to new service or product
Verifies eligibility for Support Services
Identifies licensed/subscribed products, necessary to access My Oracle Support or Cloud
Support portals

Customer User Administrator Each SI must have at least one CUA (multiple CUAs recommended)
(CUA)
During subscription, buyer can dedicate 2 people as Service and System Administrators (who
will be auto-provisioned)
Service Request (SR)

Request for technical assistance on Cloud Support portal.


Equivalent to case, incident, or ticket.

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Agenda

Oracle Support terms and acronyms

Oracle Cloud Support portal

Oracle Cloud Service Request flow

Additional Resources

Q&A

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Oracle Cloud Support

Navigate to:
http://support.oracle.com

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Cloud Support Portal vs. My Oracle Support Portal

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Cloud Support Portal - Dashboard

SRs logged
by you

SRs logged
by other
users

My Account
Settings and
Logout
Switch to My
Oracle
Support

Create new
Service
Request
Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Cloud Support Portal - Settings


Personalization
Language
Contact method
Accessibility options

My Account
Contact information
Phone
Time zone

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

10

Cloud Support Portal Settings: Request Access for Support Identifier

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Cloud Support Portal Registration

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12

Cloud Support Portal Settings: Administration


CUAs ONLY

Learn More:
MOS Essentials CUA: Doc ID 1540337.1
Cloud CUA Video: Doc ID 2072499.1

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

13

Cloud Support Portal Settings: Administration


CUAs ONLY

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Cloud Support Portal Settings: Administration - Audit feature


CUAs ONLY

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

15

Cloud Support Portal Site Alert

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

16

Cloud Support - Service Requests

Service
Request
Filters

Sortable
Columns

Create new
Service
Request

Switch to My
Oracle
Support hint

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

17

Cloud Support - Knowledge

Search bar

Filters

Search
Results

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

18

Cloud Support - Knowledge


Displayed
document
Access next
documents or
go back to
search results

Information
Center
document

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

19

Cloud Support - Communities


Platform to
Share information
Post questions
Collaborate with
peers

You may have to


register to access
communities hosted
in the Oracle
Applications
Customer Connect
Community.
Copyright 2016 Oracle and/or its affiliates. All rights reserved.

20

Agenda

Oracle Support terms and acronyms

Oracle Cloud Support portal

Oracle Cloud Service Request flow

Additional Resources

Q&A

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

21

Quick questions before we proceed

POLLING

Please take a minute to answer the


questions that will pop up on your
screen.
After submitting your answers, you
can close the polling box.

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

22

Create Service Request


If you are unable to
find solution through
Knowledge Base and
Communities
For Cloud Specific
Requests
P2T refresh
Zone configuration
Setup request
Create Service
Request button

Create SR using icon


pre-populates Service
Type/Name fields
Copyright 2016 Oracle and/or its affiliates. All rights reserved.

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Create Service Request Problem Description

Easy 3-step
process

Proceed to
next step

Select
Problem Type
Carefully

Verify
contact
information

Answer all
mandatory
and optional
questions

Set the
Severity

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

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Create Service Request Problem Type Guided Solution

Select
Problem Type

Guided
Solution

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

25

Create Service Request Additional Details


Proceed to
next step

Provide
additional
details

Upload
screenshots,
log files, etc.

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

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Create Service Request Confirmation

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

27

Severity Levels and Business Impact


Partnership
Severity
Level

Business Impact
Technical Impact

Mission Critical Business


Impact

< 1 Hour (telephone preferred)

Continual Updates
24x7

Co-Owned

Serious Business Impact

Communication Preference

Multiple Updates
24-48 hours

Co-Owned

Minor Business Impact

Communication Preference

Updates 2-3
Business Days

Co-Owned

Updates 3-5
Severity if you
do not havePreference
the resources to work
No BusinessFor
Impact
Communication
Business Days

Co-Owned

1st Response

Update Frequency

Resolution
Time

7x24, uncheck it option.

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

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When working a Service Request


Documentation is essential
(complete and structured)
Action
Buttons

Monitor changes in your


Service Request and reply
promptly
Request phone calls and web
conferences where
appropriate
Call Support when a change in
severity becomes necessary

Service Request
Header Fields

Request managerial attention


concerns via the escalation
process.
Copyright 2016 Oracle and/or its affiliates. All rights reserved.

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Requesting Manager Attention to a Service Request


Engaging the Managers Attention will
facilitate the creation of an Action Plan to
resolve the issue with your Service
Request.
Request Management Attention when :
- the SR is not progressing in a manner that will
meet your project milestones, implementation
or upgrade plans
- you urgently need to communicate important
business issues to a managers
- you are dissatisfied with the resolution or
response to a Service Request

Call Support
- Find the local number to call at
www.oracle.com/support/contact.html

Speak with the analyst regarding your


specific, immediate need and any
applicable business impact
Need a call back: Request that a manager call
you back and provide your contact information
Do not need a call back: Provide detailed
information you would like conveyed to the
manager
More information is available on Document
199389.1 How to Request Management
Attention to a Service Request (SR) with Oracle
Support Services
Copyright 2016 Oracle and/or its affiliates. All rights reserved.

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My Oracle Support - How to export a list of Service Requests.


MICROS and Cloud Users.

Learn More by reviewing Service Request How To Doc ID 1544005.2


Copyright 2016 Oracle and/or its affiliates. All rights reserved.

31

Agenda

Oracle Support terms and acronyms

Oracle Cloud Support portal

Oracle Cloud Service Request flow

Additional Resources

Q&A

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

32

Use Icons To Guide Your Learning Experience

Help Documentation
at your fingertips

Oracle Support Essentials


Webcasts

My Oracle Support
How To Series

Advisor Webcast Series


for interactive learning

Get Proactive Portfolio


for your products

Oracle Support
Accreditation learning

My Oracle Support and


Cloud Support Portal
documentation. Find it
from the Help link in
the top right corner of
most pages in both
portals.

Live instruction, Q&A.


If you miss a webcast,
they are repeated. The
How To Series covers
similar content in a stepby-step approach.
Doc 553747.1

Detailed training
videos, documentation.
Latest how-to content,
webcasts, self-paced
replay. Select a feature
or role to get started.
Doc 603505.1

Review the current


schedule and archived
recording for your
product. Find a webcast
of interest.
Doc 740966.1

Check out the Get


Proactive Portfolio for
your products. Get
familiar with the top
proactive tools.
Doc 432.1

Leverage the Oracle


Support Accreditation
portfolio of portal and
product accreditations.
Get accredited today.
Doc 1583898.1

Get Proactive Events


Calendar
Stay Informed about
Upcoming Events. Doc 125716.1

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Stay Informed Using Oracle Support Blogs


Oracle Support Blogs are based on Oracle Support analysts
experience, technical knowledge, and product training.
They provide information relating to: Product news,
technical insights, how to use support tools, and other
interesting topics to enable you to get the most from your
Oracle Support Experience.
Support Blog access

Directly - https://community.oracle.com/community/support/support-blogs
Via the Support Product Index (Document 222.1)
Search for Product Support Blogs in My Oracle Support
How to subscribe to blog postings (short video)

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

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Questions

If you have questions


now is the time to ask
them.
Post your question
into the Webex Chat
feature and I will read
out the question and
provide the answer.
Copyright 2016 Oracle and/or its affiliates. All rights reserved.

35

Thank you for attending this


Oracle Support Essentials session.

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

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Copyright 2016 Oracle and/or its affiliates. All rights reserved.