Using My Oracle Support

My Oracle Support Essentials

Customer Management
Carlos Martín Martín
April, 21st 2021

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MOS Training Session

1 •MOS Introduction
2 •Support Best Practices
3 •SI Groups
4 •Hands on MOS

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MOS Training Session

1 •MOS Introduction
2 •Support Best Practices
3 •SI Groups
4 •Hands on MOS

Copyright © 2021, Oracle and/or its affiliates. All rights reserved. |

MOS Training Session
MOS Introduction - Discover

Oracle Technical Support Policies

Oracle Lifetime Support Policies
Support Policies - acronyms &
terminology
DISCOVER Working effectively with Support – Best
Practices

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MOS Training Session
MOS Introduction - Discover

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MOS Training Session
MOS Introduction – Discover: Policies

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MOS Training Session
MOS Introduction – Discover: Technical Support Policies
Oracle Software Technical Support Policies Oracle Financial Services Software Technical Support
http://www.oracle.com/us/support/library/057419.p Policies
df http://www.oracle.com/us/support/library/fs-
software-tech-support-policies-069179.pdf
Oracle Hardware and Systems Support Policies Oracle Exadata Technical Support Policies
http://www.oracle.com/us/support/library/hardware http://www.oracle.com/us/support/library/exadata-
-systems-support-policies-069182.pdf technical-support-policies-069177.pdf
Oracle Linux and Oracle VM Support Policies Oracle Hardware Warranty
http://www.oracle.com/us/support/library/enterpris http://www.oracle.com/us/support/library/oracle-
e-linux-support-policies-069172.pdf hardware-warranty-069192.pdf
Oracle Software as a Service Support Policies Oracle Global Customer Support Security Practices
http://www.oracle.com/us/support/library/saas- http://www.oracle.com/us/support/library/customer
support-policies-069195.pdf -support-security-practices-069170.pdf

http://www.oracle.com/us/support/policies/index.html
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MOS Training Session
MOS Introduction – Discover: Lifetime Support Policies

Simple, predictable and flexible. Oracle Lifetime

Support helps drive your business success
across your entire Oracle technology
environment.

From database to middleware to applications

and hardware, you can enjoy the benefits of
the industry’s most comprehensive support
coverage.

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 MOS Training Session
MOS Introduction – Discover: Lifetime Support Policies

http://www.oracle.com/us/support/lifetime-support/index.html

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 MOS Training Session
MOS Introduction – Discover: 3 dimensions of MOS
• Sev
• “Escalations” – Request for Management Attention
REACTIVE • Time Zone
MOS MOBILE

• Language
• 7x24

• Orachk, Healthchk Platinum

• PUMA
PROACTIVE • RDA, OCM, ASR, PAT (ORI)…
• Advisors (Upgrade&Migration, Patching &Maintenance,
Install&Configure)
• Knowledge Base (Product Information Centers,
Newsletters, Videos, Webseries…)
KNOWLEDGE • Self-service
• Communities

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MOS Training Session
MOS Introduction – Discover: MOS full Functionality

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MOS Training Session
MOS Introduction – Discover: Oracle Portal – publicly accessible
www.oracle.com
• Support - http://www.oracle.com/es/support/index.html
• Software Support -
http://www.oracle.com/us/support/premier/software/overview/index.html
• Systems Support – http://www.oracle.com/us/support/premier/servers-
storage/overview/index.html
• Lifetime Support Policy - http://www.oracle.com/us/support/lifetime-support/index.html
• Technical Support Policies - http://www.oracle.com/us/support/policies/index.html
• Support Phone Numbers - http://www.oracle.com/us/support/contact/index.html
• Platinum - http://www.oracle.com/us/support/premier/engineered-systems-
solutions/platinum-services/overview/index.html

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MOS Training Session
MOS Introduction – Discover: Oracle Support Portal – Only for Customers
https://support.oracle.com
• MOS Dashboard - https://support.oracle.com/epmos/faces/Dashboard
• MOS Accreditation index -
https://support.oracle.com/epmos/faces/SearchDocDisplay?_adf.ctrl-
state=9dqil2j5g_455&_afrLoop=179584311502754
• MOS Proactive Support Tools -
• https://support.oracle.com/epmos/faces/DocumentDisplay?_afrLoop=179519637473448
&id=432.1&_adf.ctrl-state=9dqil2j5g_455
• MOS Product Certifications - https://support.oracle.com/epmos/faces/CertifyHome
• MOS Communities - https://community.oracle.com/community/support

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MOS Training Session

1 •MOS Introduction
2 •Support Best Practices
3 •SI Groups
4 •Hands on MOS

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MOS Training Session
Support Best Practices – Discover: Acronyms and Terminology
What is MOS?
– My Oracle Support
– Personalized, proactive, collaborative Support portal
What is a Support Identifier (SI)? (formerly known as CSI)
– Verifies eligibility for Support Services
– Identifies licensed products
– Necessary to access My Oracle Support
Who is a Customer User Administrator (CUA)
– Customer is responsible for maintaining Support Identifier
– Each Support Identifier must have an at least one CUA
– Multiple CUAs are encouraged and recommended for backup purposes

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MOS Training Session
Support Best Practices – Discover: Acronyms and Terminology
➢New Contract – Ordering Document
✓Technical Contact
✓Welcome letter
➢Support Identifier (SI)
✓Numeric value assigned
after purchasing
✓HW or SW assets from Oracle
✓HW, SW or HW&SW
➢First CUA is responsible to manage all other user access
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MOS Training Session
Support Best Practices – Adopt: Working Effectively With Support

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MOS Training Session
Support Best Practices – Adopt: Search the Knowledge Base

More than 50% of Service Requests logged by all customers can

be solved by searching the Knowledge Base and accessing
existing articles that contain a fix
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MOS Training Session
Support Best Practices – Adopt: Search the Knowledge Base

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MOS Training Session
Support Best Practices – Adopt: Ask the Community

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MOS Training Session
Support Best Practices – Adopt: Create a Service Request (SR)

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MOS Training Session
Support Best Practices – Adopt: Create a Service Request (SR)

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MOS Training Session
Support Best Practices – Adopt: Create a Service Request (SR)

How to open Platinum SRs?

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MOS Training Session
Support Best Practices – Adopt: Create a Service Request (SR)

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MOS Training Session
Support Best Practices – Adopt: Create a Service Request (SR)

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MOS Training Session
Support Best Practices – Adopt: Create a Service Request (SR), Severity Levels

Option: Business Hours

NEW!

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MOS Training Session
Support Best Practices – Adopt: Create a Service Request (SR), Severity Levels

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MOS Training Session
Support Best Practices – Adopt: Service Requests Best Practices
5 Tips for successful SR Resolution

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MOS Training Session
Support Best Practices – Adopt: Service Requests Best Practices
5 Tips for successful SR Resolution

Not to forget:
1. Time zone
2. Language
3. Manager
attention

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MOS Training Session
Support Best Practices – Adopt: Request manager Attention Process

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MOS Training Session
Support Best Practices – Adopt: Continue Your Learning Experience

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MOS Training Session
Support Best Practices – Maximize: Prevent Issues Before They Happen

https://support.oracle.com/rs?type=doc&id=432.1
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MOS Training Session
Support Best Practices – Maximize: Prevent Issues Before They Happen

https://support.oracle.com/rs?type=doc&id=432.1
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MOS Training Session
Support Best Practices – Maximize: Prevent Issues Before They Happen

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MOS Training Session
Support Best Practices – Maximize: Prevent Issues Before They Happen

Leverage configuration-based health and

risk recommendations to improve your
systems health and increase systems
uptime
Review product and security alerts
Stay informed: personalize knowledge, and
sign up for hot topics

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MOS Training Session
Support Best Practices – Maximize: Prevent, Diagnostic Tools

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MOS Training Session
Support Best Practices – Maximize: Prevent, Diagnostic Tools

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MOS Training Session
Support Best Practices – Oracle Toolbox

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MOS Training Session
Support Best Practices – Maximize: Resolve issues with the right tools and knowledge

Visit Product Information Centers, a one-

stop shop for important resources
Utilize auto-detect capabilities to dispatch
assistance for known issues
Participate in our vibrant online Support
Community and find answers quickly
Explore the powerful My Oracle Support
Knowledge Base

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MOS Training Session
Support Best Practices – Maximize: Upgrade, Create a Reliable and Repeatable Process

Review and verify your products are

certified
Utilize Upgrade Advisors with best
practices by product, business process,
version and phase
Deploy patch and upgrade plan
validations

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MOS Training Session
Support Best Practices – Maximize: Upgrade, Create a Reliable and Repeatable Process

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MOS Training Session
Support Best Practices – Maximize: Upgrade

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MOS Training Session

1 •MOS Introduction
2 •Support Best Practices
3 •SI Groups
4 •Hands on MOS

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MOS Training Session
Support Identifiers Groups (SIGs)

Three important concepts around Support Identifiers:

1. Default Support Identifier

2. Auto approved Support Identifier

3. Support Identifier Groups

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MOS Training Session
Support Identifiers Groups (SIGs)

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MOS Training Session My Oracle Support How to Create and Manage Support
Identifier Groups (SI Groups or SIGs) (Doc ID 1569482.2)
Support Identifiers Groups (SIGs)

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MOS Training Session
Support Identifiers Groups (SIGs)

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MOS Training Session
Support Identifiers Groups (SIGs)

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MOS Training Session
Support Identifiers Groups (SIGs)

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MOS Training Session
Support Identifiers Groups (SIGs)

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MOS Training Session

1 •MOS Introduction
2 •Support Best Practices
3 •SI Groups
4 •Hands on MOS

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MOS Training Session
Support Best Practices – Adopt: Using My Oracle Support Portal
User privileges and options

User versus administrator roles

Users can be granted independent access to My Oracle Support
Community and the Knowledge Base to facilitate reduction of
internal support tickets
Service Request access can be restricted
Patch Download access can be restricted and/or limited
Knowledge preferences and PowerViews can be defined to tailor
user experience and improve search results

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MOS Training Session
Support Best Practices – Adopt: My Oracle Support Portal
One-stop shop

One-stop shop for knowledge, community, proactive best practices,

capabilities, tools, and much more
Guidance, ideas, and solutions based on real-world experience from Oracle
experts and industry peers
Access to patches and updates, product certifications, and reporting
Stay informed, configure email notifications to ensure you receive targeted alerts for
Critical Patch Updates (CPUs), Security Alerts, and Third Party Bulletin updates
Direct access to Advanced Customer Services and Proactive Hardware
Services
Create, monitor, and manage Services Requests

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MOS Training Session
Hands on MOS – things to show

Configure the Dashboard and Proactive Alerts & Notifications

Use of Power Views
Search the Knowledge Base effectively
My Oracle Support Community
Patching and Patch Recommendations
Review and verify Product Certifications
Service Request Management
Support Identifier Groups

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Platinum SRs

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Platinum SRs
Create SR button on (1)Dashboard tab Service Requests widget, or (2)Service Requests tab, or preferred

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Platinum SRs

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Platinum SRs

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Platinum SRs

www.oracle.com/us/support/library/platinum-services-faq-1653259.pdf

https://www.oracle.com/support/premier/engineered-systems/index.html

https://www.oracle.com/support/premier/engineered-systems/platinum-services.html

https://support.oracle.com/epmos/faces/DocumentDisplay?_afrLoop=197246623238266&id=1554139.1

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Platinum SRs

Volver
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