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Working Effectively with Primavera Support Jennifer Woodford Sr. Director, Global Customer Support

3 The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

4 Base Content Slide First Level Bullet –Second level bullet Third level bullet –Fourth level bullet Fifth level bullet

5 Example of Title Extending to Two Lines First Level Bullet –Second level bullet Third level bullet –Fourth level bullet Fifth level bullet

6 Section Divider

7 Converting Existing Slides to the Updated Template 1.Open your presentation and view the slides in slide sorter mode. Select the slides and copy them by typing CTRL + C or choosing Edit > Copy. 2.Open this updated template, view it in slide sorter mode, and paste your slides into the updated template by typing CTRL + V or choosing Edit > Paste.

8 Agenda Support Priorities New Support Resources MyOracleSupport (MOS) Best Practices for Reactive Issues Summary Q&A

9 Oracle Support Priorities Minimize system disruption through –Problem Avoidance Resolving configuration and data issues that would cause processes to fail –Self Service Resolution Resolving problems without the need to contact Oracle Support –Reduction in Resolution Time Minimizing the time spent to resolve an issue

10 Oracle Premier Support Comprehensive Coverage enhanced by Proactive Support features Service and Support Quickly diagnose and resolve issues Expert technical support Rapid-response field service Lifetime Support Tools and Resources Get the most of your Oracle products with proactive features Oracle knowledgebase Product health checks My Oracle Support Product Innovation Keep pace with change and capitalize on new opportunities Updates New releases Tools to assist with patching and upgrades

11 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. IDG Research Services "The Future of IT Services and Support.” Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan

12 New Support Resources

13 Product Information Centers One stop shop for release specific information –Upgrade Tools and Tips –Critical Patch Updates –Announcements Available for: –Primavera P6 Enterprise Project Portfolio Management v7 –Primavera P6 Enterprise Project Portfolio Management R8 –Primavera Contract Management v13 –Primavera Portfolio Management v8 –Primavera Risk Analysis 8.7

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15 P6 v7.0 PIC

16 Oracle Configuration Manager (OCM) Support capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of issues that our customers might encounter. –Ability to define configurations and organize projects –View of System details and changes –Create, track and status Service Requests –Advanced Knowledge Management capabilities –Proactive problem avoidance with Healthchecks

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18 Healthchecks Health Checks are a feature within MOS that are driven off of configuration data collected by the Oracle Configuration Manager –Point in time checks tests that identify critical risks to a customer’s IT environment that have caused or may cause a security breach or service outage –Provide advice on corrective actions

19 Available Healthchecks – March 2011 ProductHealthcheckDoc ID CMCurrently Running Contract Management version 13 with no Service Packs P6Primavera P6 Web Access is set up for non-native authentication using LDAP or WebSSO P6File Logger is disabled in Primavera P6 Administrator and therefore P6 Web Access messages will not be logged to the “WebAccessLogs” folder P6The “Maximum memory allocated to Java Applets” setting in the Primavera P6 Administrator is NOT set to a recommended value of 256 or greater P6Tracking is set to true (enabled) in the Primavera P6 Administrator

20 Advisor Webcasts Hour long presentations given by subject matter experts on Oracle Primavera products, technologies and services Schedule and registration available through MOS –Doc id Sessions recorded and archived after initial live session –Doc ID Upcoming Webcasts –April 20: Methodologies vs. Template Projects –April 26: Introduction to P6 Web Services

21 Archived Advisor Webcasts ProductAdvisor Webcast Title P6P6 Tips and Tricks Using P6 Web Services with Event Notification P6 R8 Documentation, System Architecture and Components for New Installation and Upgrade Learn About the New Features Available in P6 R8 P6 R8 Planning and Migration Considerations Introduction to the P6 Integration API Future Bucket Planning in P6 (planning non-linear resource usage) CMCustomizing the User Experience in Primavera Contract Management Contract Management Application Server Security Considerations Disaster Recovery: How to Prepare Your Contract Management Environment Using a Content Repository to Manager Documents with Contract Management 13 Risk AnalysisImporting Data into Primavera Risk Analysis and Interpreting the Results Interpreting the Tornado Graphs in Primavera Risk Analysis

22 Additional Resources Primavera Support Newsletter –Just launched in January 2011 –Available in MOS Doc ID –To subscribe, EPPM Quarterly Newsletter –Valuable information on Primavera products, events, etc. –How to subscribe: Doc ID Fifth level bullet

23 Primavera MOS Community

24 My Oracle Support Tips

25 Access to My Oracle Support (MOS) Login at –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 ( )FAQ: Customer User Administrators - Guide for new CUAs ( ) –What to do if you have no Customer User Administrator for your CSI on My Oracle Support ( )What to do if you have no Customer User Administrator for your CSI on My Oracle Support ( ) –How To Change User Privileges In My Oracle Support for Customer User Administrators (CUA) ( )How To Change User Privileges In My Oracle Support for Customer User Administrators (CUA) ( ) Questions or Problems with registering/logging in, call Global Support US number =

26 My Oracle Support

27 Using PowerViews

28 See document id for additional information on Knowledge Home and Searching Explore Knowledge Available

29 Sources Available to Search

30 Recent Searches

31 Service Requests

32 Contact Preference

33 Initial SR Subsequent SRs Service Request Profile

34 Best Practices for Reactive Issues

35 Support Service Request Process Once SR is assigned, to reach Engineer directly: Call Press 1 for Existing Service Request Enter the SR Number, then # Press 1 to confirm SR Number Once SR is assigned, to reach Engineer directly: Call Press 1 for Existing Service Request Enter the SR Number, then # Press 1 to confirm SR Number

36 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

37 Escalation Process Escalating an issue means bringing Oracle Support Management attention to your SR Provides a 2-way dialogue with a Manager in Support Escalation is not required to adjust the severity of an SR –To change the Severity up or down, simply update the SR, ask the assigned Engineer, or call the Oracle Support line to request a change Asking to adjust the Severity of your SR is NOT considered an escalation –Severity increases may be discussed during an escalation dialogue with a Manager Escalation = Talking with a Manager

38 Support Representative Manager / Escalation Manager Senior Manager or Director V.P. or Executive Customer Call US: Other Global Support Hot Lines: Escalation Process

39 Summary Check out the new Support Resources –PICs, Advisor Webcasts, OCM and Healthchecks Sign-up for the Oracle Primavera Support Newsletter Remember to use PowerViews, set your Contact Preference and save SR Profiles in MOS Provide key information when logging an SR Enjoy the rest of Collaborate 11!

40 Other Great Support Sessions this week at Collab11 Come visit the Primavera Support Clinic Peabody Hotel – Challenger 39 Wednesday: 11am – 2:30pm Thursday: 8:30-10:30am

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