jack malloch product service advisor global support services
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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 Support Global Reach and Size – Scale Matters in the Support
Business Technology Leadership Advanced Support Technologies Support of Full Technology Stack Lifetime 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 MetaLink UI – Features Oracle Security Patch Updates
Finding critical and recommended Patches“Maintenance Wizard”
(Upgrade Assistance for 11.5.10)
Escalation Process
Resources, Tools, And Best Practices
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 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”
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
Oracle
Security Patch Updates
Critical Patch Update for Jan ‘06
See News & Notes in MetaLink “My Headlines”
Look for email announcements as well
Overview and FAQ documents
• Note: 343382.1 - Oracle Critical Patch Update January 2006 Advisory
• Note 343391.1 - Critical Patch Update - January 2006 FAQ
• Note 290738.1 - Critical Patch Update Program General FAQ
• Note 237007.1 - Security Alerts and Critical Patch Updates FAQ
Critical Patch Update Documentation
Documents related to CPUJan2006 - for all the key info and details
Note 343383.1: Documentation Map
Note 343385.1: Oracle CPUJan2006 Pre-Installation for Oracle Application Server
Note 343387.1: Oracle CPUJan2006 Pre-Installation for Oracle Collaboration Suite
Note 343384.1: Oracle CPUJan2006 Pre-Installation for Oracle Database
Note 343389.1: Oracle CPUJan2006 Pre-Installation for Oracle E-Business Suite
Note 343390.1: Oracle CPUJan2006 Pre-Installation for Oracle Enterprise Manager Grid Control
Note 343391.1: Oracle CPUJan2006 FAQ
Finding Critical and Recommended Patches
Searching for Patches
Searching for Patches
Searching for Patches
Finding Recommended Patches
Finding Recommended Patches
Cursor over ProductOpens detail links
Maintenance Wizard
For
Upgrade Assistance
Benefits: Guides you through the maintenance and upgrade processes Identifies prerequisite tasks, preventing any “out of order”
possibilities Critical patch identification to prevent accidental omission Automatically installs many required patches Presents maintenance and upgrades as step by step processes
• Steps can be automated• Steps are customizable based on Customer Instance or
criteria• Steps can be copied from one project to another• Validates and tracks completion of each step• Maintains a log and status
Provides a user responsibility model with assignment of tasks Confirmation and documentation of your successful upgrade
The Maintenance Wizard
Features: Oracle Application Upgrade
• 10.7, 11.0.3, 11i to 11.5.10 Oracle Database Upgrade
• 8.1.7 to 9.2.0.6• 8.1.7, 9.0.1, 9.2.0 to 10.1
Multi-Tier-Platform capability• Sun Solaris, HP, AIX, Linux, TRU-64
Secured Remote Access - Remote Shell (RSH), Secured Shell (SSH)
Define roles, assign tasks – Sysadmin, Project Admin, Engineer Live Progress Reports, Historical Data, Timing Reports, Downtime
requirement Reports Patch analysis; live updates from MetaLink; refresh an instance
from another instance
The Maintenance Wizard
Maintenance Wizard for Upgrades
More info and links to download the Maintenance Wizard Tool
Maintenance Wizard for Upgrades
Also can be found in the Knowledge Browser
Maintenance Wizard for Upgrades
This FAQ is frequently updated
Maintenance Wizard for Upgrades
Frequently updated
Maintenance Wizard for Upgrades
Note 215527.1 contains links to reference documents and
instructional videos
Maintenance Wizard for Upgrades
The demos will walk you through each step in using the
Maintenance Wizard for upgrades
Maintenance Wizard for Upgrades
This report tracks every step of the upgrade from start to finish
Tracks roles assigned, actions completed, time taken, etc. for each step
Reference:
• To download the latest version of the Maintenance Wizard from MetaLink, see Master Reference List
MetaLink Note 215527.1
• To review Frequently Asked Questions:
MetaLink Note 251253.1
The Maintenance Wizard
Escalations
Bringing Management Attention to your Service Request
Escalation Process
Support Representative
Manager /Escalation Manager
Senior Manager or Director
V.P. or Executive
Customer
Call US: 800 223 1711Other Global Support Hot Lines:
http://www.oracle.com/support/contact.html
Escalation Process
Note 199389.1
Summary
Access MetaLink Use My Headlines to keep up to date Check out the latest Security Patch Updates Use the tools in Patches & Updates to find critical and
recommended patches Take advantage of the Maintenance Wizard tool for
Applications upgrades Implement the Escalation Process when necessary Provide feedback to help us keep improving MetaLink
Quick Reference
MetaLink: http://metalink.oracle.com/ • WEWS User Guide – Doc ID: 166650.1• RDA Info – Doc ID: 314422.1• Diagnostic Tests Catalog - 232116.1 • Escalation Process – Doc ID: 199389.1
Severity Definitions and Support Policies: http://www.oracle.com/support/policies.html
OWC Website: conference.oracle.com• Quick Tutorial – located in the Quicklinks box on the right
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