Professional Documents
Culture Documents
3
Agenda
• Support Priorities
• New Support Resources
• MyOracleSupport (MOS)
• Best Practices for Reactive Issues
• Summary
• Q&A
4
Oracle Support Priorities
5
Oracle Premier Support
Comprehensive Coverage enhanced by Proactive Support
features
Quickly diagnose Get the most of your Keep pace with change
and resolve issues Oracle products with and capitalize on new
proactive features opportunities
Expert technical support
Rapid-response field Oracle knowledgebase Updates
service Product health checks New releases
Lifetime Support My Oracle Support Tools to assist with patching
and upgrades
6
Perceived Value of Proactive Services
Nine out of ten (93%) respondents worldwide agree it is important for IT providers to invest in product and service Innovation.
8
Product Information Centers
9
10
P6 v7.0 PIC
11
Oracle Configuration Manager (OCM)
12
Base Content Slide
13
Healthchecks
14
Available Healthchecks – March 2011
15
Advisor Webcasts
16
Archived Advisor Webcasts
Product Advisor Webcast Title
P6 P6 Tips and Tricks
17
Additional Resources
18
Primavera MOS Community
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My Oracle Support Tips
20
Access to My Oracle Support (MOS)
• Login at https://support.oracle.com
– Valid Support Identifier needed
• New Users need to register
– Then, request to add Support Identifier to profile; Customer User Administrator (CUA)
will approve
• CUA - Helpful KM documents
– FAQ: Customer User Administrators - Guide for new CUAs (1098714.1)
– What to do if you have no Customer User Administrator for your CSI on My Oracle
Support (1235933.1)
– How To Change User Privileges In My Oracle Support for Customer User Administrators
(CUA) (1071873.1)
• Questions or Problems with registering/logging in, call Global Support
• US number = 1.800.223.1711
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My Oracle Support
22
Using PowerViews
23
Explore Knowledge Available
See document id 603505.1 for additional information on Knowledge Home and Searching
24
Sources Available to Search
25
Recent Searches
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Service Requests
27
Contact Preference
28
Service Request Profile
Initial SR
Subsequent
SRs
29
Best Practices
for Reactive Issues
30
Support Service Request Process
31
When Working a Service Request
• Documentation is essential
• Milestones / Key Project Dates
• Request phone calls where appropriate
• Request Collaborative Support sessions when appropriate
(OWC)
• Test in standard environments
• Monitor changes in SR Status and Severity
• Communicate when a change in Severity becomes necessary
• Escalate concerns via the Escalation Process
32
Escalation Process
33
Escalation Process
Senior Manager
or Director
Manager /
Escalation Manager
Support Representative
Customer
34
Summary
35
Q
&A
36
37
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