Working Effectively with Global Support Services OracleMetaLink                                                             To Ensure Your Business Success

Agenda Goal: To improve your working relationship with Global Product Support Support Terminology and Tools OracleMetaLink Working Effectively with Support Escalations Summary Quick Reference Q & A

Support Terminology and Tools Support Acronyms and Terminology A CSI number SR number and Severity Definitions SR Status Codes MetaLink Diagnostic Tests OCS

Service Request Severity Definitions No loss of service or resources (doc error, product enhancement request) Minor loss of service or resources (customer acceptable workaround) Severe loss of service or resources w/o acceptable workaround (restricted operations) Complete loss of service or resources regardless of environment and work cannot reasonably continue - the work is considered “mission critical” (data corruption, critical documented function unavailable, indefinite system hangs and repeated system crashes causing unacceptable/indefinite delays for resources/responses) Use MetaLink to log SRs for all Severities

SR Status Codes Support: NEW New SR ASG Assigned to a Support Engineer Customer: Development: NEW New SR ASG Assigned to a Support Engineer WIP Work In Progress RVW Review 1CB 1st Callback 2CB 2nd Callback IRR Immediate Response Required INT Awaiting Internal Response WCP Waiting for Customer to apply Patch CUS Waiting on Customer SLP Sleep until Customer Available LMS Left Message SCL Soft Close HCL Hard Close DEV Assigned to Development

SCL vs. HCL SCL is an inactive status used when a solution has been provided that should fix the problem The SCL’d SR can still be updated by the customer SCL does not signify that you are in agreement that the issue is resolved but rather that a solution has been provided The default time for a SCL SR to change automatically to HCL is 14 days. An SR in a HCL status cannot be updated via web If you need additional time before your SR moves into a HCL status, ask your Support Engineer to SCL the SR for a time period you are comfortable with.

OracleMetaLink metalink.oracle.com

Diagnostic Tests Remote Diagnostic Agent (RDA) - Server Diagnostic Support Pack - Applications Gathers detailed information about Oracle environment Enables faster, better problem routing Problem solving agents embedded in software Context sensitive problem determination and analysis Access databases for answers Capture environment that triggered issue

Oracle Collaborative Support (OCS) Faster Resolution Time On Demand Connection Instant Online Collaboration via Web Conferencing Customer access to scripts, tools and instruments Customers can join via MetaLink Proactive Service System monitoring and maintenance

Working Effectively with Global Product Support

What Does a Support Engineer Do? Works a queue of current customer issues in a variety of statuses Provides resolutions and / or workarounds Responds to new incoming SRs. Acts as liaison between customer and development Contributes to Knowledge base content in MetaLink Does not replace Education or Consulting

SR Process Engineer finds Solution

Lessons learned from our customers… Best Practices Lessons learned from our customers…   Shared ownership in resolving the issue Quality and quantity of communication Joint planning on problem resolution

Each Environment is Unique! Always test solutions BEFORE introducing them into your production environment. The data, software and hardware configurations, patch combinations, and integration points are different for every customer. We depend on our customers to manage their environments and help us understand them. Customers control the quality and quantity of information about their environment

Help Us Understand Your Environment Do you have MetaLink access? Have you tested OCS or dial-in access? For database/server technology issues, have you downloaded, executed, reviewed, and uploaded RDA output to your TAR? For application issues, have you executed, reviewed, saved, and uploaded the ACT (Applications Collection Tool) output report to your TAR? Do you have a test environment? Does your test environment mirror production? Does your schedule allow adequate time for testing? Does your team have the skills for the products installed? Do you maintain a system log book to track changes, manage patches and patch testing?

Communicating the Issue Clear problem statement: Cause & Effect All known facts Is the issue reproducible? Detailed history of environment and changes Answer all Template questions Review our knowledge base on MetaLink Top Tech Docs Forums Contact Support – iSR A problem well stated is a problem half solved

Oracle Diagnostic Methodology (ODM) Problem / Solution SR Standard Approach to problem solving Identify the Issue Determine a Cause Identify Effective Solutions Identify the Best Solution Provides a single consistent approach to solving reported problems MetaLink Note: 312789.1

Benefits of ODM

Successful Communication Minimize SR ‘tag’ or ‘pinging’ Documentation is essential Answer all questions Action plans after each update and define who owns each action Monitor changes in SR status and severity Escalate concerns via the Escalation process

Bringing Management Attention to your Service Request Escalations Bringing Management Attention to your Service Request

Raising Severity vs. Escalations Escalating an issue brings more management attention to it, and when appropriate, more resources. This does not automatically mean that the severity level of the SR will be changed. If the severity level of the SR becomes inappropriate over time, it may be raised by mutual agreement between the Oracle Support Engineer and the Customer.

Escalations Encounter critical roadblocks Communicate business issues to managers within Oracle Support   Dissatisfied with resolution or response Escalate issues in a timely manner Quality of escalation criteria is key: Project deadlines? Lost Revenue? Government reporting? Users at your door

Other Global Support Hot Lines: 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 Basically, a customer can use this process at any time they feel more resources are needed to work their SR or they are dissatisfied with the support they’ve received to date. Let’s walk through the process The most effective way to initiate the escalation is to update the SR with your escalation criteria and document your request to speak with an Escalation Manager. Use the Update feature in ML to provide as much information as you can about why you are escalating. This allows the manager to review your situation and gather some facts before he or she contacts you. This will move the process along more effectively. But keep in mind that SR updates, or email requests may not be reviewed immediately and may contribute to delays in acknowledging and handling your SR escalation. So to avoid delays in handling and acknowledging your escalation request, be sure call Support and ask to escalate your critical SR after updating the reasons via MetaLink. Again, Call the Support number (800 223 1711) to request that an Escalation Manager contact you. A phone call in to support will ensure an Escalation Manager is paged to review the issue before contacting you back within approx. 30 min. When talking to the Escalation Manager, you want to be sure to adequately convey the business impact of the issue. Understanding your business impact, project plans, and timelines are all assessed during an escalation. You and the Escalation manager will negotiate an acceptable action plan or steps to resolve the issue – which may include applying any additional available resources. If escalating to the Escalation Manager does not work, you can continue to escalate up the chain in support, provided that you escalate up your chain as well.. Directors talking with Directors, etc. Support Representative Customer

Summary Understand Support Terminology Know Severity Level Definitions Access MetaLink!! Run Diagnostic Tests Use Oracle Collaborative Support Communicate the issue effectively Implement the Escalation Process when necessary

Quick Reference MetaLink: http://metalink.oracle.com/ WEWS User Guide – Doc ID: 166650.1 Escalation Process – Doc ID: 199389.1 Diagnostic Tools Catalog – Doc ID: 178043.1 RDA Info – Doc ID: 314422.1 Oracle Diagnostics Support Pack – Doc ID: 167000.1 My Configs and Projects – Doc ID: 250434.1 Maintenance Wizard – Doc ID: 215527.1 Quarterly Critical Security Patch (10/18/05) – Doc ID: 333953.1 Oracle Apps Current Patchset Comparison Utility – Doc ID: 139684.1 Severity Definitions and Support Policies: http://www.oracle.com/support/policies.html OCS Website: https://conference.oracle.com Quick Tutorial – located in the Quicklinks box on the right

Q & Q U E S T I O N S A N S W E R S A