best practices for maintaining primavera eppm solutions mike kieffer, sr. manager mary wiedenman,...

Best Practices for Maintaining Primavera EPPM SolutionsMike Kieffer, Sr. ManagerMary Wiedenman, Sr. Program Manager

Oracle Software SupportPrimavera Global Business UnitOctober 2, 2014

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Safe Harbor StatementThe 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.


Support Best Practices—Maximize Business Value

DISCOVERSupport Best Practices

ADOPTMy Oracle Support

MAXIMIZEPremier Support Proactive Portfolio

Oracle Premier Support


Discover: Support Best Practices

DISCOVER

Oracle Technical Support PoliciesOracle Lifetime Support PoliciesWorking Effectively with Support Best Practices


Technical Support Policies

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

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

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

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

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

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

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

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

Support terms and technical support levels

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

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


Lifetime Support Policies

Premier SupportDelivers 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 SupportOffers 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 SupportProvides 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 PortalKnowledge BaseCommunityEngineer Initiated Chat for Service Request ManagementMOS Accreditation


Adopt: Knowledgebase PowerView


Adopt: My Oracle Support CommunityActual 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 CommunitiesPrimavera – 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


Adopt: Primavera (MOSC) – 2 Subspaces

P6 and all Primavera products except

Unifier

Unifier


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

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


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

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

Adopt: My Oracle Support Accreditation

17

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 18


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.

KM Document ID 1583898.1

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


19

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

OBJECTIVE:

Coming Soon! Level 2 for Primavera


MAXIMIZE


Oracle Premier Support Delivering Value At No Extra CostGet Proactive Portfolio—an integral component of your Premier Support Contract

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


Read the Support NewsletterSign up for Hot Topics NotificationDefine a Patching & Maintenance Plan

PREVENT

Prevent Issues by Staying Informed


Prevent: Primavera Support Newsletter


Prevent: Hot Topics Notification Settings Hot Topics Email Choose your

Preferences


Prevent: Patching & Maintenance Plan for P6


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


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

Processes Policies Resources Tools Training

Doc ID 199389.1 - How To Escalate a Service Request (SR) with Oracle Support Services

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

https://support.oracle.com/rs?type=doc&id=199389.1




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

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


























best practices for maintaining primavera eppm solutions mike kieffer, sr. manager mary wiedenman,...

Documents

oracle andor

unlimited support

system support

years of support

sustaining support

extended support

oracle hardware

online support tools