Global Support Services Jack Malloch Support Customer Interface

Global Support Services Jack Malloch Support Customer Interface

Global Product Support What We Provide

Globalization of Product Support Ÿ How have we changed? • Reduced from multiple Support Delivery organizations to just 2 (East and West) • Using new standard processes implemented globally Ÿ One global process Ÿ Optimizing all known best practices • Support Engineers are reorganized to specialize in product areas • Focused on automation and standardization

What Global Product Support Provides • A global support network of over 7, 000 professionals, operating out of 6 global support centers and regional service centers on every continent • Servicing over 100, 000 customers with over 1 M transactions each year • Industry-leading web access includes over 300, 000 technical solutions, with over 30, 000 monthly updates, and innovative collaborative support features Ÿ Collaborative Support Tools - Result in faster resolution time Ÿ Engineered Tools – Provide proactive personalized support

What Global Product Support Provides Ÿ Standard Product Support (SPS) includes Software Updates • Product upgrades • Maintenance releases • Patches Ÿ SPS provides real-time 24 X 7 X 365 access to technical expertise • Access to the global knowledge database via Meta. Link Ÿ Technical repositories, alerts, FAQs, etc. Ÿ Diagnostic tools and test programs • Ability to log and track SRs on line via Meta. Link Ÿ Real time collaboration in the customer’s environment • Phone support available, with average response time of less than 3 minutes • Ability to escalate unresolved issues and problems directly with Oracle Support management

Americas Support Customer Interface Team

Americas Support Customer Interface Ÿ Modeled on a successful European example Ÿ Our team has been created within Global Product Support to function as Executive Support Interfaces or Liaisons Ÿ This program is for both external Support customers and internal customers as well (other Oracle Lines of Business)

Our Team Objectives As Support Representatives to our Customers • Communicate and promote Global Product Support processes and tools • Participate in User Groups, Customer events, Customer education activities • Monitor and encourage usage of support offerings • Address Customer issues proactively • Directly engage with customers in execution of the Escalation Process • Perform Customer Satisfaction survey follow up

Resources, Tools, And Best Practices ŸThe Knowledge Browser ŸDiagnostics ŸOracle Collaborative Support ŸEscalation Process Ÿ“My Configs & Projects” Ÿ“Maintenance Wizard” (Upgrade Assistance for 11. 5. 10)

On Demand Seminars http: //www. oracle. com/support/seminars. html

The Knowledge Browser Improved Navigation, Organization, and Structure for our Knowledge Base

The Knowledge Browser The technical content in Meta. Link has grown in both value and volume • The Knowledge Browser will help you find the most relevant information in the fastest possible time • “Top Tech Docs” now links to the Knowledge Browser index, providing: Ÿ Improved index and navigation to Browser Product Pages Ÿ Browser Product Pages organized by popular categories Ÿ Search and filter options within product areas to further refine your results list Ÿ Capability of ordering results list by last updated date, document type, minimum version, etc.

The Knowledge Browser Search within Product Categories refines results vs. using the general search

Meta. Link Diagnostic Tools

Diagnostics ŸCheck setups & avoid problems proactively ŸDocument setups ŸCompare environments ŸDecrease setup, install, and upgrade times ŸIdentify multiple issues in one test ŸIncrease self-service efficiency ŸReduce time-to-resolution ŸAutomatically collect information ŸDirect links to the Catalog and Support Diagnostic Pack – Meta. Link -> Top Tech Docs / Knowledge Browser

Diagnostics Ÿ Ÿ Our goals with Diagnostics • Reduce service request resolution time Ÿ Enable fast and accurate service request filing • Avoid the need to file Service Requests by: Ÿ Providing self service diagnostic capabilities, both reactive and proactive • Standardize individually used scripts and make them available globally • Incorporate diagnostic solutions into product to improve usability 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

Diagnostics Test Types: Ÿ Collection - A test that gathers information relevant to a particular problem Ÿ Diagnostic - A test that gathers information, examines that information, provides feedback and suggests appropriate actions Delivery Mechanisms: Ÿ Standalone - A test that runs in SQL*Plus or UNIX shell environment. Downloadable from Meta. Link. Ÿ Oracle Diagnostics (OD) - A Java test that requires the Oracle Diagnostics framework (JTF) for execution. Updated packs released monthly.

Diagnostics Ÿ All released Diagnostic Tests OSS Diagnostic Tests Catalog - Note: 178043. 1 Ÿ Diagnostics Support Pack Installation Guide - Note: 167000. 1

Oracle Web Conferencing For Collaborative Support

Oracle Collaborative Support Ÿ Accessible through Oracle Meta. Link Ÿ Collaborate directly with an Oracle Support Representative Ÿ A secure encrypted connection between Oracle Support and your system Ÿ Available from Meta. Link for resolving open SR’s Ÿ Coordinate use with the Support Rep working your SR Ÿ Chat / Desktop Sharing / File Transfer

Oracle Collaborative Support

Oracle Collaborative Support ŸFor your security: your Support Identifier (CSI) is used as the meeting Password or Conference Key ŸOnce your name, email address & Company are provided, you may join the conference

Escalations Bringing Management Attention to your Service Request

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 24

Escalations Ÿ When to escalate? • • • Encounter critical roadblocks Communicate business issues to managers within Oracle Support Dissatisfied with resolution or response Ÿ Escalate issues in a timely manner Ÿ Quality of escalation criteria is key: • • Project deadlines? Lost Revenue? Government reporting? Users at your door 25

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

New Meta. Link Functionality “My Configs & Projects”

My Configs & Projects Also see Meta. Link Note 250434. 1 “Learn More About My Configs & Projects” Ÿ Ÿ Global initiative to move to proactive support Provides new capabilities on Meta. Link • Ability to manage your support needs by project • Ability to catalog your environments • Ability to view configuration details on your environments • Health check reports based on rules for best practices and supportability • Attach Configurations and Projects to TARs for faster resolution

My Configs & Projects “Configs” Ÿ 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 ü Support Agent Installed on each server ü Uploads every 24 hrs; low system impact View detail of configuration information ü ü Secure Encrypted Upload ü Stored in Meta. Link Configuration Repository

My Configs & Projects Health Check Reports for Critical Areas ü Checks against current knowledge base ü Presents Findings, Risks & Recommendations : Warnings and Cautions! ü Key Issues: Availability, Integrity, & Performance ü Summary Reports give a comprehensive view of systems ü Fix problem areas before problems occur!

My Configs & Projects “Projects” Ÿ 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

Maintenance Wizard For Upgrade Assistance

The Maintenance Wizard Benefits: Ÿ Ÿ Ÿ Ÿ 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: Ÿ Ÿ Ÿ Oracle Application Upgrade • 11 i 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 Meta. Link; refresh an instance from another instance

The Maintenance Wizard Reference: • To download the latest version of the Maintenance Wizard from Meta. Link, see Master Reference List ŸMeta. Link Note 215527. 1 • To review Frequently Asked Questions: ŸMeta. Link Note 251253. 1

Summary Ÿ Ÿ Ÿ Access Meta. Link Use the Knowledge Browser Run Diagnostic Tests (proactively & reactively) Use Oracle Web Conferencing Implement the Escalation Process when necessary Begin utilizing the new features in My Configs & Projects Ÿ Take advantage of the Maintenance Wizard tool for upgrades

Quick Reference Ÿ Meta. Link: http: //metalink. oracle. com/ • • WEWS User Guide – Doc ID: 166650. 1 RDA Info – Doc ID: 175853. 1 Diagnostic Tests Catalog - 232116. 1 Escalation Process – Doc ID: 199389. 1 Ÿ Severity Definitions and Support Policies: http: //www. oracle. com/support/index. html? policies. html Ÿ OWC Website: • conference. oracle. com Quick Tutorial – located in the Quicklinks box on the right

Oracle Support Services oracle. com/support 39

Q& A QUESTIONS ANSWERS