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

2. 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

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

4. 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

5. 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

6. 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.

7. OracleMetaLink
metalink.oracle.com

8. 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

9. 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

10. Working Effectively with Global Product Support

11. 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

12. SR Process
Engineer finds
Solution

13. 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

14. 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

15. 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?

16. 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

17. 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:

18. Benefits of ODM

19. 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

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

21. 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.

22. 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

23. Other Global Support Hot Lines:
Escalation Process
Call US:
Other Global Support Hot Lines:
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 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 ( ) 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

24. 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

25. Quick Reference MetaLink: http://metalink.oracle.com/
WEWS User Guide – Doc ID:
Escalation Process – Doc ID:
Diagnostic Tools Catalog – Doc ID:
RDA Info – Doc ID:
Oracle Diagnostics Support Pack – Doc ID:
My Configs and Projects – Doc ID:
Maintenance Wizard – Doc ID:
Quarterly Critical Security Patch (10/18/05) – Doc ID:
Oracle Apps Current Patchset Comparison Utility – Doc ID:
Severity Definitions and Support Policies:
OCS Website:
Quick Tutorial – located in the Quicklinks box on the right

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