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Oracle Premier Support Welcome! This webinar focuses on how to work with Support and get
the most out of your support investment.
We will review the support service request process, look at the key
features within My Oracle Support and review other valuable
resources.
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Oracle Premier Support
Dawn Quinn
Global Software Support – Primavera Business Unit
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.
Agenda
• Support Priorities
• Best Practices for Support Issues
• My Oracle Support
• Knowledgebase, Managing Service Requests, Accessing Patches, Community
• Additional Support Resources
• Q &A
Oracle Support Priorities
• Minimize system disruption through:
– Problem Avoidance
– resolving configuration and data issues that would cause processes to fail
– Self Service Resolution
– resolving problems without the need to contact Oracle Support
– Reduction in Resolution Time
– minimizing the time spent to resolve an issue
Search Help, Docs,
Knowledgebase My Oracle Support (http://support.oracle.com)
Support Service Request Process
Customer has Technical or Application issue
YOU
Create Service Request
WEBMy Oracle Supporthttp://support.oracle.com
OR
US
CSI
SR is created and assigned to
a Support Engineer
Once SR is assigned, call engineer’s extension via
Oracle Support Hotline
+49.180.2000.170• Press 1 for existing Service Request•Enter SR number and #• Press 1 to confirm SR number
SUPPORT HOTLINE +49.180.2000.170Customer Care Engineer
Service Request Severity Definitions
Severity Level 4
Severity Level 3
Severity Level 2
Severity Level 1
No Business Impact
Minor Business Impact
Serious Business Impact
Critical Business Impact
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”
When Working a Service Request…
• Documentation is essential.
• Request phone calls where appropriate
• Request Collaborative Support sessions as appropriate (Oracle Web Conference/OWC).
• Test in the standard environments.
• Monitor changes in SR status and severity.
• Communicate when a change in severity becomes necessary.
• Escalate concerns via the escalation process.
Escalating an issue means bringing Oracle Support Management attention to your Service Request.
• Escalating your Service Request will provide a direct, 2-way dialogue with a
Manager in Support.
• Escalation is not required to adjust the severity of an SR.
To change SR severity up or down, simply update the SR, ask the assigned
engineer or call the Oracle support line to request a change of Severity.
• Asking to adjust the Severity of your Service Request is NOT considered an
escalation (although severity increases may be discussed during an escalation
dialogue with a manager.)
Escalation Process
Escalation = Talking with a Manager
Access to My Oracle Support (MOS)
• Login at https://support.oracle.com
– Valid Support Identifier needed
• New Users need to register– Then, request to add Support Identifier to profile; Customer User
Administrator (CUA) will approve
• CUA - Helpful KM documents
– FAQ: Customer User Administrators - Guide for new CUAs (1098714.1)
– What to do if you have no Customer User Administrator for your CSI on My Oracle Support (1235933.1)
– How To Change User Privileges In My Oracle Support for Customer User Administrators (CUA) (1071873.1)
• Questions or Problems with registering/logging in, call Global Support
• Germany number = +49.180.2000.170
• International numbers http://www.oracle.com/us/support/contact-068555.html
Explore Available Knowledge
See document id 603505.1 for additional information on Knowledge Home and Searching
Knowledgebase Resources
• My Oracle Support Speed Trainings– My Oracle Support knowledge document # 603505.1
– Brief trainings on customizing various areas within My Oracle
Support & knowledge searching
• Primavera My Oracle Support (MOS) Tips – My Oracle Support knowledge document # 1082789.1
– Tips and tricks on using MOS, including searching the
Knowledgebase, setting up power views and more.
– Contains an MS Word attachment for you to save
• My Oracle Support (MOS) Help
– Upper right hand corner of MOS
Product Information Centers
• One Stop Shop for specific Release information
– Upgrade Tools and Tips
– Critical Patch Updates
– Announcements
• Available on the Knowledge Home page, Tools and
Training section
– Primavera P6 Enterprise Project Portfolio Management R8
– Primavera P6 Enterprise Project Portfolio Management v7
– Primavera Contract Management v13
– Primavera Portfolio Management v8
– Primavera Risk Analysis 8.7
Advisor Webcasts
• Advisor Webcasts– My Oracle Support knowledge document # 548764.1
– Link to Advisor Webcasts on the Oracle Support home page
• http://www.oracle.com/us/support/index.html
– My Oracle Support schedule, recorded or archived for replay
• Current Schedule of Live Webcasts - document #740966.1
– To register, click on the ‘Abstract’ link
• Recorded Product Webcasts and Process And Tools Webcasts
(document #740964.1)
• Upcoming Primavera Webcasts– P6 System Administrator Tips and Tricks – March 2011
– Understanding the Probabilistic Cash Flow in Primavera Risk Analysis
and How Resources, Costs and Their Uncertainty Can Affect
the Results – March 2011
A few more resources…
• EPPM Quarterly Newsletter - sign up!
– Valuable information on Primavera products, events, etc.
– View knowledge document 1174934.1 for how to subscribe
• Available NOW – Support Newsletter for Primavera customers
• Knowledge document 1280192.1
• To subscribe, email [email protected]
• Primavera Welcome Center
– My Oracle Support knowledge document # 888813.1
– Links to key Primavera resources and documents
– Link to recorded My Oracle Support training
• Customer Reference Guide
– Located in guides section of the
Oracle Premier Support Resource Library on www.oracle.com
– Contact Info, web addresses, My Oracle Support usage tips
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