2. - World Class, Industry Leading Customer Support

3. Tom Wright Customer Support Manager

4. - World Class, Industry Leading Customer Support My Configs & Projects New Metalink Tool

5. - World Class, Industry Leading Customer Support My Configs & Projects Why Are You Here? Oracle is introducing an exciting new service capability Improve the level of Service to our customers Faster diagnosis/resolution of issues Proactive problem avoidance Online delivery of services Understanding customer’s business needs and providing consistent responses and service

6. - World Class, Industry Leading Customer Support My Configs & Projects

7. - World Class, Industry Leading Customer Support My Configs & Projects Accessible from Metalink - Key projects or services - Critical information - Configuration Details - Healthchecks - Track Changes - Knowledge Alerts

8. - World Class, Industry Leading Customer Support My Configs & Projects Define Configs – Auto Config – Manual Config

9. - World Class, Industry Leading Customer Support My Configs & Projects Define Configs –Auto Config –Manual Config Define Projects –Key information –Associate Configs

10. - World Class, Industry Leading Customer Support My Configs & Projects Define Configs –Auto Config –Manual Config Define Projects –Key information –Associated Configs Select Your Favorites

11. - World Class, Industry Leading Customer Support My Configs & Projects Define Configs –Auto Config –Manual Config Define Projects –Key information –Associated Configs Select Your Favorites Service Requests –Logging –Tracking –Reporting

12. - World Class, Industry Leading Customer Support My Configs & Projects Define Configs –Auto Config –Manual Config Define Projects –Key information –Associated Configs Select Your Favorites Service Requests –Logging –Tracking –Reporting Where to go

13. - World Class, Industry Leading Customer Support My Configs & Projects Auto Configuration Customer Configuration Data Repository New MetaLink Services: - My Configs & Projects - Health Checks - Configuration Data - SR data capture Existing MetaLink Services MetaLink Portal Leverages MetaLink as delivery vehicle

14. - World Class, Industry Leading Customer Support Auto Configuration How It Works Runs local on customer machine Collects customer configuration & diagnostic data Central repository at Oracle Support Use for proactive and reactive support Enhanced MetaLink portal Online projects, environments, and Configs Proactive Healthchecks based on best practices Support Agent Support Agent Customer Repository MetaLink UI

15. - World Class, Industry Leading Customer Support Auto Configuration Support Agent Host, Storage, Network Oracle Database E-Business Suite Oracle 9iAS Internet VPN Support Agent OCCN @Customer VPN Customer Repository Oracle Intranet MetaLink Customer views Configs in MetaLink How it Works Oracle Support 9iAS Web Servers at Oracle DMZ HTTPS Config Data

16. - World Class, Industry Leading Customer Support Auto Configuration Support Agent Features Automatically collects configuration data for Database, eBusiness Suite, Application Server, Host, Operating system, Network layer Uploads every 24 hours Installed on each server, HP-UX, Solaris, Linux, AIX & Tru64 Healthchecks Fully supported Secure

17. - World Class, Industry Leading Customer Support My Configs & Projects

18. - World Class, Industry Leading Customer Support Auto Configuration Information

19. - World Class, Industry Leading Customer Support Auto Configuration Information

20. - World Class, Industry Leading Customer Support Healthchecks Best Practices

21. - World Class, Industry Leading Customer Support “At A Glance” Health Check Summary page for all critical issues and alerts Healthchecks Best Practices

22. - World Class, Industry Leading Customer Support Database ORA- 600 Tool Network Advisor Healthchecks Best Practices

23. - World Class, Industry Leading Customer Support RDA Capture

24. - World Class, Industry Leading Customer Support Product Alerts

25. - World Class, Industry Leading Customer Support Product Alerts

26. - World Class, Industry Leading Customer Support Product Alerts

27. - World Class, Industry Leading Customer Support Healthchecks – Product Alerts

28. - World Class, Industry Leading Customer Support Define Configs –Auto Config –Manual Config Define Projects –Key information –Associated Configs Select Your Favorites Service Requests –Logging –Tracking –Reporting Where to go My Configs & Projects

29. - World Class, Industry Leading Customer Support Getting Started & New Users

30. - World Class, Industry Leading Customer Support Support Agent Down Load

31. - World Class, Industry Leading Customer Support MCP – Manual Configuration

32. - World Class, Industry Leading Customer Support MCP – Manual Configuration

33. - World Class, Industry Leading Customer Support MCP – Manual Configuration

34. - World Class, Industry Leading Customer Support MCP – Manual Configuration

35. - World Class, Industry Leading Customer Support MCP – Manual Configuration

36. - World Class, Industry Leading Customer Support MCP – Manual Configuration

37. - World Class, Industry Leading Customer Support MCP – Manual Configuration

38. - World Class, Industry Leading Customer Support MCP – Manual Configuration

39. - World Class, Industry Leading Customer Support MCP – Manual Configuration

40. - World Class, Industry Leading Customer Support MCP – Manual Configuration

41. - World Class, Industry Leading Customer Support MCP – Manual Configuration

42. - World Class, Industry Leading Customer Support MCP – Manual Configuration

43. - World Class, Industry Leading Customer Support MCP – Manual Configuration

44. - World Class, Industry Leading Customer Support MCP – Manual Configuration

45. - World Class, Industry Leading Customer Support MCP – Manual Configuration

46. - World Class, Industry Leading Customer Support MCP – Manual Configuration

47. - World Class, Industry Leading Customer Support If you need Support How to create a SR for MC&P Select Product ‘OSS Support Tools’

48. - World Class, Industry Leading Customer Support If you need Support How to create a SR for MC&P Select Type of Problem ‘Support Agent Install Issue’ or other

49. - World Class, Industry Leading Customer Support Default MCP Permissions USERS ARE NOT GIVEN THE ABILITY TO CREATE, UPDATE, OR CLOSE CONFIGS AND PROJECTS BY DEFAULT. Unless/until you grant the "My Configs & Projects Create, Update, Delete" permission to a user that user will not be able to create configurations and projects. Permissions are administered by your MetaLink Administrator

50. - World Class, Industry Leading Customer Support Q & A