JD Edwards Support & Tools Gillian Boshell Product Service Advisor, Oracle Australia Learning Objectives As a result of this presentation, you will be able to: Be aware of integration steps and support announcements Understand support fundamentals that may of changed Consider the advantages of a maintenance strategy Understand the benefits of Support Assistant and Change Assistant Presentation Agenda Oracle Integration Product Support Announcements Customer Connection Customer Care Global Support Centre Product Maintenance Support Tools Oracle Integration Current: Use PeopleSoft Support system Same support people and infrastructure In progress: Gradual integration of support organisations Adopt best practices and capabilities Minimal disruption during integration Product Support Announcements Long-Term Commitment to JD Edwards Products Product Development Roadmap: EnterpriseOne 8.12 in 2006 World ongoing enhancements every 12 to 15 months Policies remain unchanged: New Release Roadmaps Existing certification for hardware, databases and operating systems Product Support Announcements Lifetime Support Policy for JD Edwards EnterpriseOne and World - from five years to forever Xe and ERP 8.0 support extended to Dec 2013 Includes: Patches and fixes Upgrade scripts Tax and regulatory updates Product Support Announcements Customer Contacts Account Executive Client Services Manager Customer Care Global Support Centre Customer Connection Self Service Advisor Webcast User Groups Online Support Customer Care Directory GSC Directory Customer Connection Customer Care Extensive company knowledge Non-technical support Customer Connection education Product Orders Consulting inquiries Upgrade services Education Locate Information Global Support Centre GSC - Global Support Centre Support Policy Support Best Practice Process Overview Online Support Escalation GSC Support Policy Understand your Support Policy Supported Platforms Retirement Roadmap Upgrade Paths GSC - Support Best Practice Internal help desk Maintain demo environment Stay current on maintenance Troubleshooting Strategy Gather all information before logging case Correct Priority (P1/P2/P3) Provide Business Impact Case PriorityDetailTarget Response Time P1 Critical Major systems error, production down, no workaround Respond within 2 hours Provide ongoing communication P2 Urgent Major systems error, temporary workaround Respond within 6 hours P3 Standard Enhancement Problem with no significant impact to business operations Respond within 24 hours GSC Case Priorities GSC Business Impact Statement Impact on your business processes Frequency of this issue Additional resources without fix Number of impacted users Workaround available? Date fix required and why Allows us to Understand the significance of issue Prioritize Case and Incident load GSC - Process Overview GSC - Components Case Owned by GSC Priority determined by GSC/Customer Incident Owned by Development Priority + Business Impact used to prioritise workload GSC handles communication to Customer Escalation We all have part to play GSC Online Support Create New Case Online via Phone Review Case Search for Solutions Software Protection Codes (SPC) GSC - Escalations Escalate When: Issue not resolved in required time frame Decision made not to fix an incident Disagreements with case priority How to Escalate: Contacting Case Analyst / GSC Manager Provide details explaining why issue needs to be escalated Phased Decision Making process Other escalations can be referred to Account Executive Product Maintenance Selective Approach Apply only some ESUs/Service Packs Advantage: almost up to date patched Disadvantage: unique software release, difficult to support Proactive Approach (recommended) Systematically apply ALL fixes Advantage: similar release to GSC and Development Required: Trained resources Product Maintenance Short Term Guard Business From Down Time Resolve issues proactively Easier to isolate fix Easier for GSC to replicate Ability to apply urgent fixes Stay current on regulatory changes Product Maintenance Long Term Plan for product retirement Use new tools and features to your advantage Higher Quality Results Lower Cost of Ownership Global Support Centre Product Maintenance Support Tools Change Assistant Advanced query functionality Review SAR information ESU Dependencies Maintains a history ESUs applied 75% reduction maintenance effort 48% reduction in manual steps Change Assistant Support Assistant Automated profiles for common issues Gathers and documents configuration/data Add notes/attachments Single package with all detail Reduces time to diagnose problem Support Assistant Useful References Electronic Product Delivery (EPD)License CodesSupport Assistantsistant/eoquickrefguide.jsp Change Assistantocuments/ChangeAssistant.html Q & A Thank You!