Best Practices for Maintaining Primavera EPPM Solutions

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |

Support Best Practices Justin Laurie, Principal Support Engineer Matt Leeson, Sr. Principal Support Engineer Oracle Software Support Primavera Global Business Unit


Safe Harbor Statement

The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

3


Support Best Practices—Maximize Business Value

DISCOVER Support Best Practices

ADOPT My Oracle Support

MAXIMIZE Premier Support Proactive Portfolio

Oracle Premier Support


Discover: Support Best Practices

DISCOVER

Oracle Technical Support Policies

Oracle Lifetime Support Policies

Working Effectively with Support Best Practices


Technical Support Policies

Oracle Software Technical Support Policies http://www.oracle.com/us/support/library/057419.pdf

Oracle Financial Services Software Technical Support Policies http://www.oracle.com/us/support/library/fs-software-tech-support-policies-069179.pdf

Oracle Hardware and Systems Support Policies http://www.oracle.com/us/support/library/hardware-systems-support-policies-069182.pdf

Oracle Exadata Technical Support Policies http://www.oracle.com/us/support/library/exadata-technical-support-policies-069177.pdf

Oracle Linux and Oracle VM Support Policies http://www.oracle.com/us/support/library/enterprise-linux-support-policies-069172.pdf

Oracle Hardware Warranty http://www.oracle.com/us/support/library/oracle-hardware-warranty-069192.pdf

Oracle Software as a Service Support Policies http://www.oracle.com/us/support/library/saas-support-policies-069195.pdf

Oracle Global Customer Support Security Practices http://www.oracle.com/us/support/library/customer-support-security-practices-069170.pdf

Oracle Cloud for Industry Hosting and Delivery Policies (Section 6) http://www.oracle.com/us/corporate/contracts/cloud-ind-hosting-delivery-policies-1902876.pdf

Support terms and technical support levels

http://www.oracle.com/us/support/policies/index.html

http://www.oracle.com/us/corporate/contracts/cloud-ind-hosting-delivery-policies-1902876.pdf











http://www.oracle.com/us/support/policies/index.html


Lifetime Support Policies

Premier Support

Delivers full system support for your Oracle hardware, operating systems and applications software with an upfront, minimum five-year support commitment that helps you plan and budget.

Extended Support

Offers an additional three years of support for select Oracle software and operating systems for an additional fee so you can effectively manage your upgrade strategy.

Sustaining Support

Provides investment protection with unlimited support for Oracle software and operating systems. Features include access to online support tools, knowledge base, pre-existing fixes, and assistance from Oracle

technical support experts.

http://www.oracle.com/us/support/lifetime-support/index.html





Working Effectively with Support Best Practices

Find answers fast, search the Knowledge Base for a solution

Visit My Oracle Support Community and seek answers from Oracle experts & industry

peers

Unable to locate a solution? Submit a Service Request

through My Oracle Support

When you have a question, need, or issue…

ANSWERS

...chances are, an answer or solution already exists


Support Best Practices—Portal Adoption

ADOPT

My Oracle Support Portal

Knowledge Base

Community

Engineer Initiated Chat for Service Request Management

MOS Accreditation


Adopt: Knowledgebase PowerView


Adopt: My Oracle Support Community Actual user experiences and advice offer an alternate source of problem resolution

My Oracle Support Community is a multi-channel interactive community where you can post questions and find answers fast

Primavera Communities

Primavera – PRIM

Unifier - PRIM

When should I use My Oracle Support Community? If you have a low severity question or problem, need advice, or if you are interested in discovering how to do something If you have been unable to locate an answer in the Knowledge Base When you have knowledge or experiences to share with your peers

Visit My Oracle Support Community and seek answers

from Oracle experts & industry peers


Adopt: Primavera (MOSC)

Click here to view ‘How To’ Video Series

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 13

Adopt: Primavera (MOSC) – 3 Subspaces

P6 and all Primavera products except

Unifier

Unifier

Capital Planning & Investment Control (CPIC)


Key Functions

Search/Ask

Follow

Learn more in the Getting Started Community

Adopt: My Oracle Support Community

https://community.oracle.com/community/support/getting-started




Enhancement Requests & Support Communities

• Submit and share enhancements yourself – and rally peers around it

• Gain insights into all Enhancement Requests (ERs) and discussion/status

• Collaborate with others on the ER and discuss alternatives or available workarounds

• Influence releases by voting

• Interact directly with product management through ER comments

Customer Value Oracle Primavera – PRIM Community

NEW!


Primavera – PRIM Enhancement Request Community

View all captured ERs

Over 1,300 Active Users in the Community

Click on an ER to vote


Primavera – PRIM Enhancement Request Community

Use the up arrow to cast your vote

For more information, review KM Document ID 1995605.1 Oracle Primavera Product Enhancement Request to My

Oracle Support Community FAQ


Adopt: Engineer Initiated Chat

• Enables Oracle Support engineers to contact customers instantly online to discuss an open Service Request (SR)

• Available to all MOS Customer Portal users

• Support engineers may use chat on an open SR to: –provide a status update

–ask clarifying questions

–share detailed commands and troubleshooting information

–confirm issue is resolved

For Existing Service Requests


Adopt: Engineer Initiated Chat Settings

• Customers control their chat availability with a new status setting in My Oracle Support. The default is set as “Available”.

• When the Support engineer assigned sees the customer is “Available”, he or she can initiate a chat. Note: Customer needs to be the primary or alternate contact on the SR.

• Chat invitation pops up and customer can accept/decline the invitation.

Chat Settings


Adopt: My Oracle Support Accreditation

Oracle Confidential – Restricted 20

Deliver a targeted learning experience designed to increase your expertise with My Oracle Support core functions and build skills to help you leverage solutions, tools, and knowledge available to you as part of Oracle Premier Support

OBJECTIVE:

KM Document ID 1583898.1

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 21


3. Start the accreditation by clicking ‘Play’ for each

video.

4. Click ‘Take the Exam’ to complete the exam and get your Completion Certificate.

1. Use the Series Index to learn about the program, review FAQ and determine if

accreditation is right for you.

2. Locate Level 1 MOS path and click ‘Start’ to access the

path page.




Oracle Confidential – Restricted 22

Deliver a targeted learning experience designed to increase your expertise in supporting Primavera P6 products by increasing your knowledge of Primavera specific tools, resources and best practices

OBJECTIVE: Level 2 for Primavera P6 Products



MAXIMIZE


Oracle Premier Support Delivering Value At No Extra Cost

Get Proactive Portfolio—an integral component of your Premier Support Contract

See Primavera’s Get Proactive Portfolio – KM Document ID 1389083.1


Read the Support Newsletter

Sign up for Hot Topics Notification

Define a Patching & Maintenance Plan

PREVENT

Prevent Issues by Staying Informed


Prevent: Primavera Support Newsletter

Latest support news including: • My Oracle Support (MOS)

updates & changes • New product releases • Upcoming events • Links to key Knowledgebase

resources


Prevent: Hot Topics Notification Settings Hot Topics Email Choose your

Preferences


Prevent: Patching & Maintenance Plan for Primavera


Visit Product Information Centers, a one-stop shop for important resources

NEW Guided Resolution

RESOLVE

Find Answers Fast With The Right Tools And Knowledge


Resolve: P6 Product Information Center


Resolve: NEW in My Oracle Support - Guided Resolution

• Streamlines the process for solving common Primavera P6 issues. More to come for other Primavera products.

• Guides you to a technical resolution for known issues by using fact-driven logic based on your specific situation and/or configurations.

• Provides access to Oracle Primavera best practices for diagnosing issues while retaining the flexibility of filing an SR in the event that a solution is not found.

• In those cases where an SR is created, the feature is designed to record your feedback so that an Oracle Support Engineer can leverage your insight to help characterize, diagnose and resolve your issue.

32


Demo of Guided Resolution


Take Advantage of Oracle Support Best Practices

• Don’t leave value on the table

• Lower overall organizational costs through preventative maintenance

• Reduce risks and maximize uptime

• Achieve resolution faster

• Streamline and simplify your daily operation


Support Processes, Policies, Resources, Tools, Training

Policies Resources Tools Training

Oracle Technical Support Policies http://www.oracle.com/support/policies.html

Doc ID 166650.1 - Working Effectively with Support Best Practices

Doc ID 793436.1 - Use My Oracle Support Hot Topics Email and Never Miss an Important Update

Doc ID 553747.1 - Get Proactive Essentials Webcast Series - Schedule

Oracle Lifetime Support Policies http://www.oracle.com/us/support/lifetime-support/index.html

Doc ID 1486951.1 - Primavera Product Information Center Index

Oracle Premier Support: Get Proactive! (Doc ID 1389083.1)

Doc ID 603505.1 – Discover how to use My Oracle Support Video Series

Quick Reference Links

http://www.oracle.com/support/policies.html

http://www.oracle.com/support/policies.html

https://support.oracle.com/rs?type=doc&id=166650.1












































Available Search Sources

Best Practices for Maintaining Primavera EPPM Solutions

Business

Transcript of Best Practices for Maintaining Primavera EPPM Solutions