Premium Support Model - GUORS · Premium Support Model Key Elements for improved success •Well formed Service Requests –Business Case is clearly articulated –Severity Level

Premium Support ModelCollaborative Support Execution

‘Roadshow’

Paul EmhovickCustomer Services Director

Premium Support ModelKey Elements for improved successKey Elements for improved success

•Well formed Service Requests–Business Case is clearly articulated

–Severity Level accurately reflects the level of urgency for the issue logged

–Supporting data (e.g. diagnostics) is provided

• SR (Case) Monitoring !!! (Be attentive to changes in status; need for action)

–Rapid responses maintain resource continuity to work issue

–Quality and Quantity of communication is significant when engaging virtual teams

–Make every effort to minimize ‘tag’ or ‘pinging’

• Effective Escalation (review criticality)

–Support (Support not Development is ‘Front Line’ … start w/ Duty Manager)

• Single Issue – Single SR– Facilitates better resource focus, enables better tracking and cleaner metrics

• Act on Oracle Recommendations when Critical Downs• Keeps the SR at the right level of attention within Support• Facilitates faster resolution• Get it out of the “CUS” status as fast as possible

• Leverage ‘Self Service’ Standard Support Model

- Be self sufficient on SR handling procedures and Escalation procedures

- Communicate your priorities – be complete and thorough

Premium Support ModelCritical Success FactorsCritical Success Factors

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BDE(BUG DIAGNOSIS& ESCALATION)

APPS Triage - Applications

DDR ( Diagnostics andDefect Resolution) - Technology

PRODUCTGROUP(s)

SR Mgt

PrepareIssueData

CreateService Request

(SR) = TAR

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Action TBDby escalation

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SR MgtSR Mgt Audit SRs,

Bugs, &Alert Status

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Incident Management HiHi--Level Process FlowLevel Process Flow

Leverage OWC to Work SR

Leverage OWC to Work Issue/SR

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B = Oracle controlled escalation.= Oracle IM Process.= Customer Owned Process – ‘Standard Support’ = self service.A

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Close SR(EngageProductGroup)

Customer

Customer management engaged as necessary to progress/escalate SR activity. Customer management helps coordinate and participate as appropriate in periodic SR activity reviews – drive customer action to improve procedure and ensure governance of customer action in adherence with collaborative incident management process. Customer Management (incl executive layer) are engaged as part of SR escalation to their corresponding management level at Oracle e.g. Dir to Dir, VP to VP, etc.

Customer – Management

Customer resource that logs the SR via Metalink. The SR owner will collate all background information related to the issue, document the issue clearly in the SR, and provide business/revenue/project impact summary. Provides additional supporting documents on architecture/environment as required, and uploads diagnostics (RDA, ACT, trace files, dump files, etc). Works on recommended action plan and communicates in a timely manner with Oracle Support. Provides test cases as required to Support. Participates in OWC sessions and conference calls with Oracle Support. Downloads and applies recommended patches and ex ecutes the customer side of the action plan.This person is also responsible for ensuring that the SR is at the right severity level. Responsible for escalating to the Oracle Support Duty Manager in conjunction with the Customer SR management representative.This person retains ownership of the issue until SR closure and is the point person for the Oracle Support analyst for the duration of the SR.

Customer - SR owner

Key Roles Key Roles Incident Management Process Flow

Distinct product development organizations that control source code and participate in the incident management process to resolve product issues and SRs. Product Group involvement is key to addressing bugged issues and enhancement requests which have not been addressed via traditional Dev. led User Group or CAB activities.

PRODUCTGROUP(s) - Apps and Tech

Server Technology product development organization that provides bug response and resolution as identified by the Support BDE organization. This group does NOT work on enhancement requests and is solely reactive, functioning as a true product maintenance organization.

DDR ( Diagnostics andDefect Resolution) –

Technology

Support group that diagnoses and packages ‘bugged’ product issues to facilitate resolution assistance by product development. This group works on BUGGED service requests and issues only.

BDE (BUG DIAGNOSIS& ESCALATION)

Support resource that coordinates the activities of multiple Support Analysts by product area and geography. The Duty Manager is the 1st point of escalation in the incident management process given their familiarity with the issue problem area, related Products and respective queue(s). The Duty Manager works with the Support Analyst owning the SR to review any escalation request, and with the customer to develop an action plan to resolve.

DUTYMANAGER

Applications product development group that coordinates applications-based service requests AND/or enhancement request activities across the multiple applications development groups. Unlike DDR, this development organization does NOT function as a product maintenance group; but rather serves as a conduit into the applications development organization as an advocate for key Oracle customers.


Support resource that works a queue of customer issues in a variety of statuses to provide resolutions and/or workarounds. The Support Analyst maintains ownership of an SR (excl. enhancement requests), throughout the incident management process and uses defined diagnostic methodology to work issues as prioritized by severity & priority.

SUPPORT ANALYST

Key RolesKey RolesIncident Management Process Flow

Oracle

Oracle

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Support

Oracle

Oracle

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Track& Report


Clearly documenting vital pieces of information in the SR will enable the Support Analyst to more effectively prioritize & work the SR. ØClear explanation of the problem (incl. exact error

messages, logs (alert logs from previous DB start) , traces, dumps, screen shots and anyadditional relevant data – RDA.

ØExplanation of the steps taken to troubleshoot theproblem and the findings (exact times).

ØReplication steps to reproduce the problem.

ØBusiness Impact of this issue

PrepareIssueData

Customer

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Incident Management HiHi--Level Process FlowLevel Process FlowLeverage OWC to Work SR


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ØSelect the correct CSI (Customer Support Identifier) number.

ØThe SR creation process entails a series of questions and RFIs. Take time and select the best available issue type template.

ØIf SR is Severity 1 provide key contact info (Mgt) to progress issue. Alert Mgt.

ØSingle issue single SR.

ØConsider requesting Oracle Web Conferencing (OWC) session to facilitate better understanding of issue.

ØEngage Oracle as soon as appropriate in customer activities to resolve the issue (e.g. conference calls, meetings).

[Reminder: MetaLink has extensive knowledge base – 55% of


(SR) = TARCustomer

Key ‘Take Aways’Handling SRs based on severityHandling SRs based on severity

• Severity 1 SRs will be assigned immediately to the first available analyst and worked 24X7, provided the SR is entered in English. SR will be handed off as analyst shifts required and as highlighted. Requires 24X7 customer contacts availability.

• Severity 1 SRs which are not entered in English, and SRs of all other severities (2, 3 & 4), will be assigned and worked to a support analyst during normal business hours in owning country.

Use MetaLink to log SRs for all Severities

No loss of service or resources

Minor loss of service or resources

Severe loss of service or resources w/o acceptable workaround

Complete loss of service or resources and work cannot reasonably continue - the work is considered “mission critical”

Service Request (SR)Severity DefinitionsSeverity Definitions

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Track& Report


ØProficiency in Duty Manager escalation is essential. The standard support model is self service.

ØNegotiate Action plan with Duty Manager. Once action plan is completed, escalation is closed.

ØA well defined BUSINESS CASE IS CRUCIAL to escalation as it allows Oracle management to effectively and promptly assign or predispose resources to resolve the issue. Incl. impact of issue (milestones, dates and cost impact if implementation project)

ØOracle Standard Product Support is a self service modelself service model and requires YOU to escalate issue and bring SR to the Duty Manager’s attention in a timely manner --allowing Oracle adequate time to respond.

Routinely escalating non-critical issues or consistently overstating the criticality of escalated SR may result in a misunderstanding of the importance or critical impact of a future escalation. Prudent use of the escalation routine enables Oracle to accurately prioritize your critical issue.

ESCALATE?

Customer

Escalating Service Requests• Escalating an issue means bringing management attention to the SR

• When to escalate- Key/critical milestone at risk … significant business impact - Need to communicate business issues to Support/Dev management- Unhappy with the response or speed of response from Oracle

•Effective escalation:- As appropriate i.e. earlier is better- Mgmt layers ‘aligned’ as engagedOracle/Customer e.g. Dir to Dir, VP to VP

- Adhere to process, no ‘end arounds’(Support Mgmt coordinates forOracle X-LOB)

Support Engineer

Manager /Escalation Manager

Senior Manager or Director

V.P. or Executive

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Track& Report

Close SR(EngageProductGroup)When the Duty Manager contacts you, tell the manager what action(s)

you need to be taken on your SR - review the issue in detail, including the business impact, and provide relevant contact(s).

Before you hang up, get the Duty Manager’s name; make sure youunderstand the next steps (action plan), who owns them and the timeframes (if appropriate) for next steps to be completed. Ask to have the action plan documented in the SR

Once the action plan is completed the escalations is complete.


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MONITOR THE SERVICE REQUEST … be attentive to changes in status, the need for customer actionØProvide all error codes, logs, traces, dumps, screen shots

and any additional relevant data – All occurrances

ØConsider requesting Oracle Web Conferencing (OWC)

session to affect teaming to progress activity to resolvethe issue.

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B = Oracle controlled escalation.= Oracle IM Process.= Customer Owned Process – ‘Standard Support = self service.A

Track& Report


MONITOR THE SERVICE REQUEST … analysts work multiple SRs; rapid responses maintain resource continuity to work the issue

ØDocumentation is essential – answer all questions and record action plans

after each update with clear ownership of activities/tasks

ØQuality and quantity of communication is significant – make every effort to

minimize SR ‘tag’ or ‘pinging’

ØIssues are commingled with those of other customers in the standard

support SR stream, as prioritized by severity & priority

ØGCS does not provide RCA

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B = Oracle controlled escalation.= Oracle IM Process.= Customerl Owned Process – ‘Standard Support’ = self service.A

Track& Report


Audit SRs,Bugs, &

Alert Status

ØThe routine monitoring of higher severity SRs and key issues provides additional focus on Customer issues

ØStay ‘up to date’ with alert status will promote action in advance of product de-support notices

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ØTracking and reporting raises the level of management awareness to customer product issues

Track& Report

Customer

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This seminar will give you an opportunity to learn all the details about Support Diagnostics for E-Business Suite 11i, including a live demonstration using real examples. This 90-minute seminar is directed towards E-Business Suite 11i users who log Service Requests with Support and DBA's who will be installing and maintaining Support Diagnostics.

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Documents

Premium Support Model - GUORS · Premium Support Model Key Elements for improved success •Well formed Service Requests –Business Case is clearly articulated –Severity Level