jack malloch product service advisor

Jack Malloch

Product Service Advisor

Global Support Services

Oracle Support Services Evolution

Reactive• 2M New Calls (SRs)5% Online SRs

Call Center Internet Content Center

Self-Service• 225K New Calls• 95% New SRs Online• 30% Fewer total SRs• 100M web knowledge

Interactions

Customer Centric Svcs

Proactive• Problem avoidance

through Healthchecks & Diagnostics

• Closed loop feedback to engineer better products

• Increased Cust Sat

What Sets Oracle Apart

Award-Winning SupportGlobal Reach and Size – Scale Matters

in the Support BusinessTechnology LeadershipAdvanced Support TechnologiesSupport of Full Technology StackLifetime Support Policy –

Comprehensive,

Simple and Predictable

Introducing Oracle Premier Support

Rights to FusionRights to Fusion ApplicationsApplications Global ReachGlobal Reach

Advanced Advanced Support Support

TechnologiesTechnologies

Award-winning, Award-winning, world-class world-class

supportsupport

Continuous Continuous Product Product

EnhancementsEnhancements

Global Support Global Support for Rapid for Rapid

ResolutionResolution

Key Elements of Premier Support

The largest, most advanced support organization in the world.

Product Service Advisors

Continuously improve the relationship between Global Product Support and our customers.

Work to effectively prepare our internal and external customers with education, knowledge, tools and resources.

Ensure rapid, effective adoption and execution of the support programs designed to ensure customer success.

New and ImprovedMetaLink

User Interface

New User Interface - Features

Login/Logout capability Tab/Subtab Hierarchy

– Improved and simplified navigation– More “real estate” for viewing

articles Improved “Quick Search” capabilities

New User Interface

New Quick Search Capability

Value to you:– Get the exact answers you need– Save time

Search in all categories (like original “Basic” search) Or search in specific categories

– Knowledge Base– Bug Database– Technical Forums

Or by a specific ID #– Knowledge Base Document ID #– Service Request #– Error Code– Patch #

New Quick Search Capability

Quick References for MetaLink Basics

Revised On Demand Seminars – due in Feb ’06http://www.oracle.com/support/seminars.html

In MetaLink, first click “Help”

Next click “Global Help”

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

Upcoming Internet Seminarshttp://www.oracle.com/support/seminars.html

24-Jan-2006 - Working Effectively with Support 25-Jan-2006 - Support Diagnostic for E-Business

Suite 11i - Basic (3 time slots available) 26-Jan-2006 - Introduction to MetaLink 01-Feb-2006 – MetaLink My Configs & Projects 07-Feb-2006 - Introduction to MetaLink 08-Feb-2006 - Support Diagnostic for E-Business

Suite 11i - Advanced (3 time slots available) 09-Feb-2006 - Working Effectively with Support 15-Feb-2006 - Advanced MetaLink

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

MetaLinkMy Configs & Projects

My Configs & Projects

Oracle is introducing an exciting new service capability

Improve the level of Service to our customers

– Faster diagnosis/resolution of issues– Proactive problem avoidance– Online delivery of services– Understanding customer’s business needs and

providing consistent responses and service


•Accessible from MetaLink•New feature/capability

•Key projects or services•Critical information

•Detail configuration & settings•Healthchecks from best practices•Changes over time


Understanding Your Business

•Define Configs–Auto Config–Manual Config



•Define Projects–Key information–Associated Configs




•Select Your Favorites




•Select Your Favorites•Service Requests

–Logging–Tracking–Reporting






•Where to go

MetaLink Note 250434.1


Customer Configuration Data Repository

New MetaLink Services:- MyConfigs & Projects- Health Checks- Configuration Data- SR data capture

Existing MetaLink Services

MetaLink Portal Leverages MetaLink as delivery vehicle

My Configs & Projects Auto Configuration

Runs local on customer machine Collects customer configuration &

diagnostic data

Central repository at Oracle Support Use for proactive and reactive support

Enhanced MetaLink portal Online projects, environments, and Configs Proactive Healthchecks based on best

practices

SupportAgent

SupportAgent

Customer RepositoryCustomer Repository

MetaLinkUIMetaLinkUI

My Configs & Projects Auto Configuration – How It Works

Internet

VPN

HTTPS

CustomerRepository

OracleIntranet

Customer view ConfigsCustomer view Configsfrom MetaLinkfrom MetaLink

9iAS Web Servers 9iAS Web Servers at Oracle DMZat Oracle DMZ

SupportAgent

SupportAgent

SupportAgent

Configuration Data

Oracle Oracle SupportSupport

MetaLinkMetaLink

OCCN

Thin JDBCThin JDBC

Host, Storage, Network

Oracle Database

E-Business Suite

Oracle 9iAS

@Customer

SupportAgent

@Oracle

My Configs & Projects Auto Configuration – How It Works

Features– Automatically collects configuration data for Database,

eBusiness Suite, Application Server, Host, Operating system, Network layer

– Uploads every 24 hours– Installed on each server, HP-UX, Solaris, Linux, AIX &

Tru64– Healthchecks– Fully supported– Secure

My Configs & Projects Auto Configuration – Support Agent

My Configs & ProjectsAuto Configuration - Information

My Configs & ProjectsHealth Checks, Best Practices

“At A Glance” Health Check Summary page for all critical issues and alerts


Database ORA-600 Tool

Network Advisor






•Where to go


My Configs & ProjectsGetting Started & New Users

My Configs & ProjectsSupport Agent Download

My Configs & ProjectsManual Configuration

My Configs & ProjectsSR Creation

If you need SupportHow to create an SR for MC&P

Select Product ‘OSS Support Tools’

Select Type of Problem ‘Support Agent Install Issue’ or other

If you need SupportHow to create an SR for MC&P

AQ&Q U E S T I O N SQ U E S T I O N S

A N S W E R SA N S W E R S

jack malloch product service advisor

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