1. Jack Malloch Product Service Advisor Global Support Services

2. Oracle Support Services Evolution Reactive 2M New Calls (SRs)  5% Online SRs Call Center Internet Content Center Self-Service 225K New Calls 95% New SRs Online 30% Fewer total SRs 100M web knowledge Interactions Customer Centric Svcs Proactive Problem avoidance through Healthchecks & Diagnostics Closed loop feedback to engineer better products Increased Cust Sat

3. What Sets Oracle Apart Award-Winning Support Global Reach and Size – Scale Matters in the Support Business Technology Leadership Advanced Support Technologies Support of Full Technology Stack Lifetime Support Policy – Comprehensive, Simple and Predictable

4. Introducing Oracle Premier Support

5. Rights to Fusion Applications Global Reach Advanced Support Technologies Award-winning, world-class support Continuous Product Enhancements Global Support for Rapid Resolution Key Elements of Premier Support The largest, most advanced support organization in the world.

6. Product Service Advisors  Continuously improve the relationship between Global Product Support and our customers.  Work to effectively prepare our internal and external customers with education, knowledge, tools and resources.  Ensure rapid, effective adoption and execution of the support programs designed to ensure customer success.

7.  New MetaLink UI - Features  The Knowledge Browser Proactive Diagnostics  Database  Applications  Escalation Process Resources, Tools, And Best Practices

8. New and Improved MetaLink User Interface

9. New User Interface - Features  Login/Logout capability  Tab/Subtab Hierarchy Improved and simplified navigation More “real estate” for viewing articles  Improved “Quick Search” capabilities

10. New User Interface

12. New Quick Search Capability  Value to you: Get the exact answers you need Save time  Search in all categories (like original “Basic” search)  Or search in specific categories Knowledge Base Bug Database Technical Forums  Or by a specific ID # Knowledge Base Document ID # Service Request # Error Code Patch #

13. New Quick Search Capability

14. Quick References for MetaLink Basics Revised On Demand Seminars – due in Feb ’06 http://www.oracle.com/support/seminars.html In MetaLink, first click “Help” Next click “Global Help”

15. MetaLink Support Diagnostic Tools

16. Improved Navigation, Organization, and Structure for the Knowledge Base The Knowledge Browser

17.  Value to you: Check and document setups Avoid problems proactively Compare environments Decrease setup, install, and upgrade times Identify multiple issues in one test Increase self-service efficiency Reduce time-to-resolution  User-friendly tools available Support Diagnostics for E- Business Suite Applications Database – Remote Diagnostics Agent and Database scripts Applications Server Health Checks  MetaLink -> Knowledge / Knowledge Browser Support Diagnostics

18.  Value to you: Check and document setups Avoid problems proactively Compare environments Decrease setup, install, and upgrade times Identify multiple issues in one test Increase self-service efficiency Reduce time-to-resolution  User-friendly tools available Support Diagnostics for E-Business Suite Applications Database – Remote Diagnostics Agent and Database scripts Applications Server Health Checks  MetaLink -> Knowledge -> Knowledge Browser -> Support Tools -> Diagnostic Tools Support Diagnostics

19. Installation Guide, Note 167000.1, and key links Good Overview 1 2 3 All released diagnostics, both DB & Apps, Note 178043.1

20. Support Diagnostics Remote Diagnostic Agent

21. Remote Diagnostic Agent - Note: 314422.1  RDA is a set of scripts used to gather detailed information from an Oracle environment.  The scripts are focused to collect information, that will aid in problem diagnosis.  RDA is essential for the following types of tars: Database performance issues Installation/configuration issues ORA-600, ORA-7445, and ORA-3113 errors Upgrade, migration, and linking issues Corrective issues  Sample RDA Version 4.1RDA DB / Server Diagnostics

22. Remote Diagnostic Agent 4.1 SUN05_start.htm

23. Remote Diagnostic Agent 4.1 Select an Index item

24. Remote Diagnostic Agent 4.1 Choose a Subtopic Opens a menu of detailed reports

25. Remote Diagnostic Agent 4.1 Last Error Trace File Paste an Oracle trace file portion containing error codes and search the database for possible matches RDBMS Log/Trace Files

26. Ora-600 Error Lookup by Argument  ORA-600 errors are raised from the kernel code of the Oracle RDBMS software when an internal inconsistency is detected or an unexpected condition is met.  The ora-600 tool was developed to help users address these errors  Look up the definition based on the first argument of the ORA-600 error and have the option to search the database for possible matches.  Upload an Oracle trace file containing an ORA-600 or an ORA- 7445 error and have the option to look up the definition or search the database for possible matches DB / Server Diagnostics

27. ORA-600/ORA-7445 Error Lookup by Argument  ORA-600 errors are raised from the kernel code of the Oracle RDBMS software when an internal inconsistency is detected or an unexpected condition is met.  ORA-7445 errors are raised by an Oracle server process when it has received a fatal signal from the operating system.  The ORA-600/ORA 7445 tool was developed to help users address these errors  Look up the definition based on the first argument of the ORA-600 error or failing function of the ORA-7445 error and have the option to search the database for possible matches.  Upload an Oracle trace file containing an ORA-600 or ORA-7445 error and have the option to look up the definition or search the database for possible matches DB / Server Diagnostics

28. 1 2 3 Ora-600 Error Lookup by Argument

29. Insert Call Stack Trace info pulled from RDARDA Ora-600 Error Lookup by Argument Enter ORA-600 argument

30. Support Diagnostics DB Scripts

31. Database Scripts DB / Server Diagnostics

32. Database Scripts DB / Server Diagnostics

33. Support Diagnostics DB / Server Health Checks

34. DB / Server Diagnostics Application Server & DB Health Checks

35. Application Server Pre/Post Install Healthchecks  Processor type  Processor speed  Network  Memory  Memory for MDR + IM  Memory for IM only  Memory for MDR only  Memory for J2EE  Memory for Portal  Memory for BI&Forms  Disk Space  Space for Infra  Space for J2EE  Space for Portal  Space for BI&Forms  Space for Dev Kit  Space in tmp  Swap space  Monitor colors  Operating system  Errata for RH 2.1  Kernel version  glibc version  gcc  pdksh  openmotif  sysstat  compat-glibc  libstdc++  setarch  gnome-libs  compat-gcc  compat-libstdc++  compat-libstdc++-devel  compat-gcc-c++  gcc_old  gcc and gcc++ links  hugemem kernel  Patch 3006854  perl link  fuser link  orarun package  Patch 3167528  semmsl  semmns  semopm  semmni  shmall  shmmax  shmmni  msgmax  msgmnb  msgmni  file-max  ip_local_port_range  limit processes  limit descriptors  Port 1521  Environment Variables  Domain name  IP address  DNS Lookup  /etc/hosts format  Oracle Home length

36. Support Diagnostics Tools for Applications  Support diagnostics tools is a set of tests gathering information about the technical environment, configuration and data. Some of these tests examine collected information, provide feedback on this information and suggest resolution steps to solve identified issues.

37.  Basic Characteristics No updates, inserts, or deletes Sensitive customer information is not collected or displayed Security model similar to Oracle Applications that restricts access to information based on responsibility All released tests successfully passed Oracle security review Support Diagnostics Tools for Applications

38. Oracle Diagnostics (OD) vs. Support Diagnostics  Oracle Diagnostics (OD) Part of the standard E-Business Suite software Developed and maintained by a development team Oracle Diagnostics (OD) framework is used for Support Diagnostics tools execution Product: Oracle Applications Manager  Support Diagnostics Set of support diagnostics tools Developed and maintained by Support Diagnostics team (part of Support) Usually executable through Oracle Diagnostics(OD) framework Product: Support Diagnostics Project

39.  Delivery Methods Primary delivery is the java tests included in the Oracle Support Diagnostics Patch that run in the Oracle Diagnostics (OD) framework Download from Metalink: Patches & Updates or Note: 167000.1 Installation / execution instructions – Note: 167000.1 Exceptionally, standalone tests (release 11.0, 10.7, some of AOL tests for 11.5) run in SQL*Plus or UNIX shell environment Support Diagnostics Tools for Applications

40. Types of Support Diagnostics Tools Test Types:  Setup - gathering information about setup relevant to a particular product / functionality / issue, examining that information, providing feedback and suggesting appropriate actions  Activity - gathering information about data and configuration relevant to a particular functionality / issue, examining that information, providing feedback and suggesting appropriate actions  Collection - gathering information relevant to a particular product / functionality / issue

41. New Features  Login procedure - Username password is prompted for prior to entering OD, eliminates the need to enter username/password each time a test is run  Diagnostic tools search - Search by product and entered keywords  Batch Process - Allows for multiple tests to run concurrently, multiple products and multiple tests may be selected  Upload to Oracle Support Services - Enables possibility to upload a test output directly to Oracle Support Services Enhanced Features  LogViewer - More user-friendly (user still can only view logs of his/her previous executions)  Saving Output - Simplified way to save the diagnostic tool output Features of the Latest Diagnostics 2.3

42. How To Install And Set Oracle Diagnostics And Support Diagnostics  Oracle Diagnostics are part of the standard product and so they are automatically installed BUT it is necessary to install the Support Diagnostics Patch to get all available support diagnostics tools.  When the Support Diagnostics Patch is installed, Oracle Diagnostics 2.3 are installed as well  Before first Support Diagnostics Patch installation, patch 3636980 MUST be installed to register Support Diagnostics in Oracle Applications  NO setup steps are necessary to have Oracle Diagnostics and Support Diagnostics up and running  All details are described in Note: 167000.1

43. Support Diagnostics Updates  Support Diagnostics Patch is released every other month  To get newest version of support diagnostics tools download and install the latest released Support Diagnostics Patch  Current patch number can be found in the Note: 167000.1  The Support Diagnostics Patch always contains OD 2.3. If it was installed previously, OD 2.3 installation steps will be automatically skipped.

44. How To Execute Support Diagnostics Tools  All details how to execute Support Diagnostics tools are described in Note: 167000.1  Execution steps: Start Oracle Diagnostics by navigating to the URL where the Diagnostics have been installed (example – production environment) Login into Oracle Diagnostics framework using Oracle Applications username / password Choose the application for which you want to run a test, from the drop-down list of values Click on the tab ‘Advanced’ Click on the test you want to run Enter input parameters Click on the button ‘Run Test’ To open the test output click on the ‘Report’ icon in the status line

45. ApplicationsApplications DiagnosticsDiagnostics Applications DiagnosticsDiagnostics

46. Sample Applications Report Potential Issues How to fix it

47. Sample Applications Report Period Close Problem How to fix it

48. Supporting Documentation - Note: 167000.1  Tab Diagnostic Overview General information about Support Diagnostics Oracle Diagnostics 2.3 new & enhanced features summary  Tab Diagnostic Catalog List of all currently available support diagnostics tools Description of all currently available support diagnostics tools  Tab Installation Instructions Detailed instructions how to install Support Diagnostics Patch  Tab Execution Instructions Detailed instructions how to execute support diagnostics tools  Tab FAQ Solutions of currently known issue Answers on frequently asked questions

49. Supporting Documentation  When To Go Where Before first installation and execution  Check all information under the tab Installation Instructions Installation / Execution related question  Check the tab FAQ Installation / Execution related issue  Check the tab FAQ  Verify all installation steps were done as described under the tab Installation Instructions / Execution Instructions

50. Support Diagnostics Tools Support Process  Support Diagnostics Tools are supported the same as any other Oracle product  In case of an installation / execution issue, a Service Request (SR) for product Support Diagnostics Project should be logged

51. Escalations Bringing Management Attention to your Service Request

52. Escalation Process Support Representative Manager / Escalation Manager Senior Manager or Director V.P. or Executive Customer Call US: 800 223 1711 Other Global Support Hot Lines: http://www.oracle.com/support/contact.html

53. Escalation Process Note 199389.1

54. Summary  Access MetaLink  Use My Headlines to keep up to date  Use the Knowledge Browser  Run Diagnostic Tests for DB, Server, and Applications both proactively & reactively  Implement the Escalation Process when necessary  Provide feedback to help us keep improving MetaLink  Take advantage of upcoming free webcast seminars

55. Upcoming Internet Seminars http://www.oracle.com/support/seminars.html http://www.oracle.com/support/seminars.html  24-Jan-2006 - Working Effectively with Support  25-Jan-2006 - Support Diagnostic for E-Business Suite 11i - Basic (3 time slots available)  26-Jan-2006 - Introduction to MetaLink  01-Feb-2006 – MetaLink My Configs & Projects  07-Feb-2006 - Introduction to MetaLink  08-Feb-2006 - Support Diagnostic for E-Business Suite 11i - Advanced (3 time slots available)  09-Feb-2006 - Working Effectively with Support  15-Feb-2006 - Advanced MetaLink

56. Quick Reference  MetaLink: http://metalink.oracle.com/ http://metalink.oracle.com/ WEWS User Guide – Doc ID: 166650.1 RDA Info – Doc ID: 314422.1 Diagnostic Tests Catalog - 232116.1 Escalation Process – Doc ID: 199389.1  Severity Definitions and Support Policies: http://www.oracle.com/support/policies.html http://www.oracle.com/support/policies.html  OWC Website: conference.oracle.com conference.oracle.com Quick Tutorial – located in the Quicklinks box on the right

57. 57 Oracle Support Services oracle.com/support

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