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Global Support Services. Jack Malloch Product Service Advisor. Oracle Support Services Evolution. Call Center. Internet Content Center. Customer Centric Svcs. Proactive Problem avoidance through Healthchecks & Diagnostics Closed loop feedback to engineer better products - PowerPoint PPT Presentation
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Jack Malloch
Product Service Advisor
Global Support Services
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
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
Introducing Oracle Premier Support
Rights to Fusion Rights to Fusion ApplicationsApplications Global ReachGlobal Reach
Advanced Advanced Support Support
TechnologiesTechnologies
Award-winning, Award-winning, world-class world-class
supportsupport
Continuous Continuous Product Product
EnhancementsEnhancements
Global Support Global Support for Rapid for Rapid
ResolutionResolution
Key Elements of Premier Support
The largest, most advanced support organization in the world.
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.
New MetaLink UI - FeaturesThe Knowledge Browser
DiagnosticsOracle Collaborative Support
Escalation Process“My Configs & Projects”“Maintenance Wizard”
(Upgrade Assistance for 11.5.10)
Resources, Tools, And Best Practices
Feature:Access to a knowledge-base with over 400,000
solutions – all developed by Oracle experts around the
world. Includes a new interface and powerful search
engine.
Value:Troubleshoot your technology product and application issues with the latest tips and techniques to solve your issues faster.
MetaLink – Harness the Power
New and ImprovedMetaLink
User Interface
New User Interface - Features
Login/Logout capability Tab/Subtab Hierarchy
• Improved and simplified navigation• More “real estate” for viewing articles
Improved “Quick Search” capabilities
New User Interface
New User Interface
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 #
New Quick Search Capability
Quick References for MetaLink Basics
Revised On Demand Seminars – due in Feb ’06http://www.oracle.com/support/seminars.html
In MetaLink, first click “Help”
Next click “Global Help”
Upcoming Internet Seminarshttp://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
Improved Navigation, Organization, and Structure for the Knowledge Base
The Knowledge Browser
Your Starting Place
Value to you: • The most relevant information in the fastest possible time
Product Pages organized by popular categories Continuously updated Rich resource for research and problem solving,
including: Electronic documentation eTRM -Electronic Technical Reference Manual “Support Tools” – proactive diagnostics, business
flows, etc.• “Search” and filter options within product areas to further
refine your results list
The Knowledge Browser
The Knowledge Browser
Search within Product Categories refines results vs. using the general search
MetaLink
Support Diagnostic Tools
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
Support Diagnostics
Installation Guide, Note 167000.1, and key links
Good Overview
1
2
3
All released diagnostics, both DB & Apps, Note 178043.1
Support Diagnostics
Remote Diagnostic Agent
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 4.1
DB / Server Diagnostics
Remote Diagnostic Agent 4.1
SUN05_start.htm
Remote Diagnostic Agent 4.1
Select an Index item
Remote Diagnostic Agent 4.1
Choose a Subtopic
Opens a menu of detailed reports
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
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
DB / Server Diagnostics
1
2 3
Ora-600 Error Lookup by Argument
Insert Call Stack Trace info pulled from RDA
Ora-600 Error Lookup by ArgumentEnter ORA-600
argument
Support Diagnostics
DB Scripts
Database Scripts
DB / Server Diagnostics
Database Scripts DB / Server Diagnostics
Support Diagnostics
DB / Server Health Checks
DB / Server Diagnostics Application Server & DB Health Checks
Application ServerPre/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
Test Types: Collection - A test that gathers information relevant to a
particular problem Diagnostic - A test that gathers information, examines that
information, provides feedback and suggests appropriate actions
Delivery Mechanisms: Standalone - A test that runs in SQL*Plus or UNIX shell
environment. Downloadable from MetaLink. Oracle Diagnostics (OD) - A Java test that requires the
Oracle Diagnostics framework (JTF) for execution. Updated packs released monthly.
Applications Diagnostics
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
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
DB / Server Diagnostics
Applications Diagnostics
Applications Diagnostics
Sample Applications Report
Potential Issues
How to fix it
Sample Applications Report
Period Close Problem
How to fix it
Oracle Web Conferencing
For
Collaborative Support
A secure encrypted connection between Oracle Support and your system
Available from MetaLink for resolving open SR’s Coordinate use with the Support Rep working your SR Chat / Desktop Sharing / File Transfer
Oracle Collaborative Support Accessible
through Oracle MetaLink
Collaborate directly with an Oracle Support Engineer
Oracle Collaborative Support
Oracle Collaborative Support
For your security: your Support Identifier (CSI) is used as the meeting Password or Conference Key
Once your name, email address & Company are provided, you may join the conference
Escalations
Bringing Management Attention to your Service Request
49
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 needs to be changed
50
Escalations
When to escalate?• 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
Escalation Process
Support Representative
Manager /Escalation Manager
Senior Manager or Director
V.P. or Executive
Customer
Call US: 800 223 1711Other Global Support Hot Lines:
http://www.oracle.com/support/contact.html
Escalation Process
Note 199389.1
Escalation Process
If you do choose to request escalation via MetaLink please complete and insert the template below – including all ” **-lines** ”. This will ensure correct visibility and content.
******************* Escalation Request *******************Reason for escalation, including business impact of the problem that requires escalationBusiness or implementation milestone, critical date(s) (milestone date or resolve by date), along with the type of business or implementation milestone Name of the person requesting the escalation, contact information: phone number, pager, email addressCustomer manager escalation contact and contact information: phone number, pager, email address******************* Escalation Request *******************
Excerpt from Note 199389.1
New MetaLink Functionality
“My Configs & Projects”
Feature:
A powerful tool that automates the information exchange
between Oracle and your enterprise.
Value:• Optimization of your service requests• More proactive resolution to your issues• Faster diagnosis and problem resolution
My Configs & Projects
Also see MetaLink Note 250434.1
“Learn More About My Configs & Projects”
“Configs” Ability to catalog all your configurations
• Detailed description of business-critical environments
• Configurations are named collections of hardware, operating systems, and software running on a machine
• Both manual and automated configuration description creation and maintenance
• Projects can also be associated to configurations
• Third-party software impact
My Configs & Projects
My Configs & Projects
View detail of configuration information
Secure Encrypted Upload
Support Agent Installed on each server
Uploads every 24hrs; low system impact
Stored in MetaLink Configuration Repository
My Configs & Projects
Summary Reports give a comprehensive view of systems Fix problem areas before problems occur!
Checks against current knowledge base
Presents Findings, Risks & Recommendations: Warnings and Cautions! Key Issues: Availability, Integrity, & Performance
Health Check Reports for Critical Areas
“Projects” Ability to manage your configurations by
project• View your system configurations the way
you manage your business• Identify Project Contacts & Project Roles• Identify milestones and critical dates• Project Dependencies
My Configs & Projects
Maintenance Wizard
For
Upgrade Assistance
Benefits: Guides you through the maintenance and upgrade processes Identifies prerequisite tasks, preventing any “out of order”
possibilities Critical patch identification to prevent accidental omission Automatically installs many required patches Presents maintenance and upgrades as step by step processes
• Steps can be automated• Steps are customizable based on Customer Instance or
criteria• Steps can be copied from one project to another• Validates and tracks completion of each step• Maintains a log and status
Provides a user responsibility model with assignment of tasks Confirmation and documentation of your successful upgrade
The Maintenance Wizard
Features:
Oracle Application Upgrade• 11i to 11.5.10• 10.7, 11.0.3 to 11.5.10
Multi-Tier-Platform capability• Sun Solaris, HP, AIX, Linux, TRU-64
Secured Remote Access - Remote Shell (RSH), Secured Shell (SSH)
Define roles, assign tasks – Sysadmin, Project Admin, Engineer, etc.
Live Progress Reports, Historical Data, Timing Reports, Downtime requirement Reports
Patch analysis; live updates from MetaLink; refresh an instance from another instance
The Maintenance Wizard
Maintenance Wizard for Upgrades
This report tracks every step of the upgrade from start to finish
Tracks roles assigned, actions completed, time taken, etc. for each step
Maintenance Wizard for Upgrades
More info and links to download the Maintenance Wizard Tool
Reference:
• To download the latest version of the Maintenance Wizard from MetaLink, see Master Reference List
MetaLink Note 215527.1
• To review Frequently Asked Questions:
MetaLink Note 251253.1
The Maintenance Wizard
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 Use Oracle Web Conferencing Implement the Escalation Process when necessary Begin utilizing the new features in My Configs &
Projects when enabled Take advantage of the Maintenance Wizard tool for
Applications upgrades Provide feedback to help us keep improving MetaLink
Quick Reference
MetaLink: 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
OWC Website: conference.oracle.com• Quick Tutorial – located in the Quicklinks box on the right
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