Get Proactive With Oracle Support. Denis Jaume Senior Director Software Support

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1 Get Proactive With Oracle Support Denis Jaume Senior Director Software Support

2 Safe Harbor Statement 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 decision. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. 2

3 Oracle Support Updates Proactive Strategy & Portfolio My Oracle Support New Features My Oracle Support Accreditation 3

4 Oracle Support Proactive Strategy & Portfolio 4

5 Delivering Value Based on Customer Expectations Customer Expectations It should work right the first time It should continue to work with little effort on my part If it breaks, it should fix itself If it can't fix itself, I want to fix it with little effort on my part If I can't fix it, I want it fixed quickly Prevention Diagnosis Resolution Easy, error-free implementation Best Practices, Lifecycle Advice System Health Health & Patch Recommendations and Validation Faster Detection & Resolution Auto Service Request Expert Network -- Efficient selfsolve, community -solve Rapid response / resolution cycles Well formed SRs SR Automation Customer Value 5

6 Achieve Success With Oracle Support Best Practices Lower Cost Preventative System Maintenance Higher Business Value Maximize System Performance Reduced Risk Boost Uptime 6

Oracle Premier Support Delivering Value Prevent

problems Error-free implementation best practices

40% faster problem resolution Faster detection &

Dramatically streamlined upgrades Proven lifecycle

7 Oracle Premier Support Delivering Value Prevent Resolve Upgrade Improve uptime with up to 25% fewer problems Error-free implementation best practices Health and Patch recommendations & validation Up to 40% faster problem resolution Faster detection & resolution Auto Service Request Expert Network Dramatically streamlined upgrades Proven lifecycle advisors Patch and upgrade plan validations Platform Certifications 7

8 My Oracle Support Get Proactive Portfolio 8 support.oracle.com Doc ID 432.1

9 DISCOVER MORE Get Proactive 9

increase uptime Review product and security alerts Identify recommended

10 Maintain System Health and Availability Leverage configuration-based health and risk recommendations to improve your system health and increase uptime Review product and security alerts Identify recommended patches Stay informed: Personalize Knowledge and sign up for Hot Topics PREVENT 10

against your collection and any known issues or risks found are

11 Health and Risk Recommendations Enable Oracle's Software Health Check and Oracle Sun System Analysis capabilities Rules are run against your collection and any known issues or risks found are made available via Health Recommendations or Risk Analysis Report 11

12 Product and Security Alerts Oracle issues Alerts for Critical Patch Updates (CPUs) or when critical product and/or security issues are found Configure notifications to ensure you receive targeted alerts for your products 12

13 Recommended Patch Advisor Quickly identify recommended patches for your product or products in your technology stack that you use together 13

14 Stay Informed Newsletters keep you informed with the latest product news Follow Oracle Premier Support through social media channels Configure notifications to ensure you receive targeted alerts for Critical Patch Updates (CPUs), Security Alerts and Third Party Bulletin updates Participate in Advisor Webcasts and hear from Oracle Premier Support subject matter experts who offer methods and solutions to help you avoid potential pitfalls 14

Find Answers Fast With the Right Tools and Knowledge Visit Product Information Centers, a one-stop shop for important resources Utilize auto-detect capabilities to dispatch assistance for known

15 Find Answers Fast With the Right Tools and Knowledge Visit Product Information Centers, a one-stop shop for important resources Utilize auto-detect capabilities to dispatch assistance for known issues Participate in our vibrant online Support Community and find answers quickly Explore the powerful My Oracle Support Knowledge Base RESOLVE Troubleshoot with the Configuration Change History capability 15

16 Product Information Centers One-Stop Product Shop Comprehensive best practices, tools and knowledge Targeted content to assist you with troubleshooting and error resolution 16

17 My Oracle Support Community Join an extended network of Oracle professionals and industry peers and find answers fast 17

Automated Service Request (ASR) Utilize auto-detect capabilities Problem resolution can be expedited through automated service request generation for qualified Oracle Sun

18 Automated Service Request (ASR) Utilize auto-detect capabilities Problem resolution can be expedited through automated service request generation for qualified Oracle Sun Server, storage, Exadata and Exalogic systems, when specific hardware faults occur Configuration and diagnostic data can also be collected to accelerate problem resolution 18

Create a Reliable and Repeatable Process Review and verify your products are certified Utilize Upgrade Advisors with best practices by product,

19 Create a Reliable and Repeatable Process Review and verify your products are certified Utilize Upgrade Advisors with best practices by product, business process, version and phase Deploy patch and upgrade plan validations Leverage the Inventory Report to help plan your upgrade UPGRADE 19

20 Certification Verify certification of any combination of Oracle, third-party products and operating systems that Oracle has tested and confirmed work together 20

21 Upgrade Advisors Access best practices and step-by-step instructions and upgrade with confidence 21

22 Patching and Maintenance Advisors Plan and execute a viable patching and maintenance strategy Includes a complete project patch plan specific to your environment 22

23 DISCOVER MORE Get Connected 23

Connection Types Unleash the value of Oracle Premier Support advanced proactive

configuration and diagnostic data through Oracle Enterprise Manager (recommended) or

Auto Service Request, Explorer, and Oracle Services Tools Bundle for Sun Systems

Tools Bundle Support your Solaris standard operating systems and architectures with

configuration information based on your Oracle technology stack Oracle Auto Service

24 Connection Types Unleash the value of Oracle Premier Support advanced proactive capabilities, Get Connected For software customers, connection is achieved by sharing configuration and diagnostic data through Oracle Enterprise Manager (recommended) or Oracle Configuration Manager For Hardware customers, connection is achieved through Auto Service Request, Explorer, and Oracle Services Tools Bundle for Sun Systems Oracle Enterprise Manager Upload configuration data through the EM harvester Service Tools Bundle Support your Solaris standard operating systems and architectures with the Self-extracting installer bundle Oracle Configuration Manager Centralized configuration information based on your Oracle technology stack Oracle Auto Service Request Generate auto service request s on qualified Oracle systems when specific hardware faults occur 24

25 My Oracle Support New Features 25

26 Knowledge Management InQuira Knowledge Base Search Grammatically rich queries and longer searches will now work and provide better precision Sources list is now fixed and will allow immediate switching between sources without having to navigate the entire tree 26

27 Knowledge Management Multi-Language Enhancements External Customer/Partner View Drop-down list shows when document has translations 27

28 Cloud Support Portal Improved navigation between Cloud Portals Users with profiles containing System Identifier (SI) for both Cloud and SW/HW choose which portal will open after login User selects preferred portal to open 28

29 Cloud Support Portal Improved navigation between Cloud Portals ü Cloud users can access functions and features on MOS Cloud Portal that are not yet provided through Cloud Support Portal ü Quick one-click Navigation between portals MOS Cloud Portal user can quickly switch to Cloud Support Portal Cloud Support Portal user can quickly switch to MOS Cloud Portal 29

30 New File Upload for My Oracle Support Oracle is enhancing methods for uploading Customer files What to do now: Continue using normal MOS File Upload for files < 2GB Use new FTPS and HTTPS transports for reactive file uploads > 2GB New requirement for My Oracle Support single sign on (SSO) being associated with the CSI Use SFT for scheduled proactive explorer uploads Stop using these soon-to-be retired methods supportfiles.sun.com & ftp.oracle.com & sftp.oracle.com Discover More at Oracle Support Document Oracle Diagnostic File Upload 30

31 My Oracle Support Accreditation 31

My Oracle Support Accreditation My Oracle Support

(Sept 2013): Level 1 My Oracle Support Level 2

Partners: Validate existing knowledge Add key best practices

32 My Oracle Support Accreditation My Oracle Support Accreditation is a new step by step support training program (Sept 2013): Level 1 My Oracle Support Level 2 Product-specific paths Targeted to experienced Customers and Partners: Validate existing knowledge Add key best practices and recommendations to ensure you are fully leveraging core tools and capabilities 32

33 Why get accredited? Results My Oracle Support Accreditation Easy-to-track modules Consume at your pace Enhanced Reputation & Skills Increased productivity More time spent on your primary job Stay current on support tools and best practices 33

34 Accreditation 34

Accreditation Path (Level 1) Customer interface easy-to-use interface delivers

35 Customer experience 1 Accreditation Series Index Program home page value proposition, overview, FAQ for common questions, link to Early Adopter program 2 My Oracle Support Accreditation Path (Level 1) Customer interface easy-to-use interface delivers simple, integrated experience to complete course content, provide feedback, and take exam 35

36 Get Proactive With Oracle Support SUMMARY 36

37 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 operations Get even more through connection 37

Get Proactive Discover More I want to Resource DISCOVER more about Support Best Practices ACT Get Proactive STAY INFORMED with the Get Proactive Blog

at My Oracle Support (Article ID 432.1) Get Proactive The Insider Track https://blogs.oracle.

38 Get Proactive Discover More I want to Resource DISCOVER more about Support Best Practices ACT Get Proactive STAY INFORMED with the Get Proactive Blog Support Best Practices Access best practices, capabilities, and tools available for your products by visiting the Get Proactive portfolio product pages at My Oracle Support (Article ID 432.1) Get Proactive The Insider Track CONTACT the Get Proactive team today for help getting started CONNECT using new File Upload method get-proactive_ww@oracle.com Oracle Support Document Oracle Diagnostic File Upload 38

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Oracle Premier Support Get Ahead. Stay Ahead. 1 Copyright 2012, Oracle and/or its affiliates. All rights reserved.

Oracle Premier Support Get Ahead. Stay Ahead. 1 DISCOVER ADOPT MAXIMIZE Support Best Practices 2 Support Best Practices Maximize Business Value DISCOVER Support Best Practices ADOPT My Oracle Support MAXIMIZE