Oracle Engineered Systems Oracle Support Essentials & die Tools im ExadataUmfeld Clarissa Rohrmann Oracle Support Stefan Panek Stefan Panek Systemberatung Copyright 2014, Oracle and/or its affiliates. All rights reserved.
Agenda - Oracle Support Essentials 1 2 3 4 5 Oracle Customer Services Lifetime Support Policy Oracle Support Best Practices Service Request Manager Attention Process Additional Resources 2
Oracle Premier Support & Advanced Customer Support 3
Oracle Software Support 4
Oracle Hardware Support 5
Oracle Lifecycle Services Transforming your Business Using Oracle Solutions Complete Support for Oracle Software, Hardware and Solutions Mission Critical Support Services for All Oracle Applications and Technologies Superior Oracle Product Knowledge The Power of Oracle in the Cloud 6
Lifetime Support Policy 7
Lifetime Support Policy (LSP) Lifetime Support Stages for Hardware and Operating Systems 8
Oracle Premier Support Policies http://www.oracle.com/support Access all of Oracle s support policy documentation in a single location. Find the latest Support Terms and Support Level information for your Product. Check the Lifetime Support Policies regularly for updates, and plan proactively for your projects, product upgrades, patching cycles Software, Hardware and Operating Systems Brochures 9
Support for Oracle Exadata Key Features Unlimited, 24/7 access to Oracle s software and hardware specialists Essential patches, feature enhancements, new releases, and lifetime support for covered software 2-hour onsite hardware service response (24/7)* Experienced technicians and OEM replacement parts Knowledge base access and configuration-specific update recommendations Personalized, proactive support tools Services that cover the full solution lifecycle Eligible for Oracle Platinum Services with a certified configuration *:Your system must be within an Oracle two hour service coverage area 10
Hardware Support Options Hardware Warranty Oracle Premier Support for Systems Objective Basic Recourse Business Success Operating system updates No (separate purchase) a Integrated software (such as firmware) updates Limited (fixes only) a 24/7 support and onsite hardware service No (business hours) a Rapid onsite service response No (two business days) a Proactive system health checks No a Avoidance of self-maintenance costs incurred to augment warranty coverage Avoidance of potential reinstatement fees No a Consistency of support across products No a Renewable No (one-year only) a No a 11
Oracle Support Best Practices 12
Support Policies Acronyms and Terminology What is MOS? My Oracle Support Personalized, proactive, collaborative Support portal What is a Support Identifier (SI)? (formerly known as CSI) Verifies eligibility for Support Services Identifies licensed products Necessary to access My Oracle Support Who is a Customer User Administrator (CUA) Customer is responsible for maintaining Support Identifier Each Support Identifier must have an at least one CUA Multiple CUAs are encouraged and recommended for backup purposes 13
Oracle Support Best Practices When you have a question, need, or issue... the solution may already be available. 2 Ask the Community 1 Search the Knowledge base 3 Service Request Unable to locate a solution? Submit a Service Request through My Oracle Support Visit My Oracle Support Community and seek answers from Oracle experts & industry peers. Search Find answers fast, search the Knowledge Base for a solution 14
Searching for Information My Oracle Support Knowledge Base contains all known solutions and best practices from Oracle Support My Oracle Support offers a unified search engine that searches the Knowledge Base, My Oracle Support Community, documentation, known bugs and Patches For more details in how to effectively used the knowledge base attend the Finding Answer in My Oracle Support session Doc ID 1540338.1 15
My Oracle Support Community (MOSC) OTN Other Communities Oracle Engineers MOS Search My Oracle Support Community Development My Oracle Support Users MOSC is a trusted network of supported customers, Oracle Technical Support, and Oracle employees for: Sharing ideas and knowledge Asking Questions For more details about how to use the Community attend the Using My Oracle Support Community session Doc ID 1615047.1 16
Creating Service Requests When You are unable to locate a solution through the Knowledge Base or by asking a question in My Oracle Support Community. It s time to: Log a Service Request through My Oracle Support. https://support.oracle.com 17
Proactive Opportunity Have all your information ready before you create a new SR Problem Summary Product, Version Support Identifier Problem Description Files to attach Error Codes Business impact 18
Service Request Creation Flow Problem Description and Business Impact Business Impact Example #1 Well-defined impact statement Example #2 Insufficient detail for Support WHAT Details of what is happening in your business This issue has a direct impact in our RAC production environment. One of the nodes is hanging with the errors in the attached trace files, and the machine needs to be rebooted. One of our RAC nodes is hanging daily, and we need to know the reason urgently. WHO How broad is the impact? A single user? Multiple users? Multiple global locations? Our production database has 1,100 internal users and approximately 100,000 external users via internet access. Our users are impacted WHEN How often is the problem occurring? We are facing the problem once or twice per day during business hours. RAC node is hanging daily WHY Why is this specific issue critical to your primary business functions? The impact is critical because it affects all of the system users. There is no acceptable workaround while we are waiting for a solution, and the system unavailability is impacting the company s revenue. The issue is impacting our business. 19
Service Request Severity Definitions Severity Level 4 No Business Impact No loss of service or resources Severity Level 3 Minor Business Impact Minor loss of service or resources Severity Level 2 Serious Business Impact Severe loss of service or resources w/o acceptable workaround Severity Level 1 Critical Business Impact Complete loss of service or resources Mission critical work cannot reasonably continue 24x7 20
Exadata Support Model Exadata Enterprise Support Team (EEST) Exadata EST engineers work on ALL Server issues SRs are currently routed by CSI as opposed to product/problem type. Soon they will be routed by the Exadata choice of the Engineered Systems flag for Software SRs (automatically set by choosing an Exadata serial number on Hardware SRs). The Exadata EST handles all product issues involving the Exadata environment The Exadata EST owns the issue until resolution
Contact Us = Non-Technical Service Request Use the Contact Us link to open a non-technical SR to give feedback to Support, report login issues, SI questions, privileges, etc. Problem Type May trigger a guided resolution flow with additional questions Contact Us Non technical Service Request for non product related issues. 22
Mobile My Oracle Support Manage and Update your Service Requests when away from your desk Locate SRs via Searching Click SR Header to view SR in MOBIL MOS Click Update to add in your comments Scroll down to view your SRs (0) shows the number of Actions needing updates https://support.oracle.mobi 23
Accessing the Get Proactive Portfolio Document 432.1 Get Started by selecting a Product from the side navigation OR the Choose Product Area 24
Get Proactive with Exadata 25
Service Request Manager Attention Process Managing Critical Issues 26
Requesting Manager Attention to a Service Request Engaging the Manager s Attention will facilitate the creation of an Action Plan to resolve the issue with your Service Request. Request Management Attention when : - the SR is not progressing in a manner that will meet your project milestones, implementation or upgrade plans - you urgently need to communicate important business issues to a managers - you are dissatisfied with the resolution or response to a Service Request Call Support - Find the local number to call at www.oracle.com/support/contact.html Speak with the analyst regarding your specific, immediate need and any applicable business impact Need a call back: Request that a manager call you back and provide your contact information Do not need a call back: Provide detailed information you would like conveyed to the manager More information is available on Document 199389.1 How to Request Management Attention to a Service Request (SR) with Oracle Support Services 27
Severity versus Manager Attention (aka Escalation) Service Requests (SR) are worked according to their severity levels A distinction must be made between raising SR severity and request for manager attention Severity Used to classify the business impact of the issue Manager Attention Used to engage support management to ensure proper attention within Severity 28
Additional Information For questions related to Service Requests Escalations follow the instructions under: https://blogs.oracle.com/support/entry/support_management_assistance_request_sr How To Request Management Attention to a Service Request (SR) with Oracle Support Services (Doc ID 199389.1) 29
Additional Resources & Learning Options 30
Oracle Exadata Communities & Resources Communities Business Intelligence and Data Warehousing Technology Center http://www.oracle.com/technology/tech/bi/index.html Oracle Database Insider blog http://blogs.oracle.com/databaseinsider/ Oracle Exadata (IOUG SIG) on LinkedIn Oracle Engineered Systems Communities in My Oracle Support https://communities.oracle.com/portal/server.pt/community/engineered_systems/359 Resources Oracle Exadata Online http://www.oracle.com/database/exadata.html Oracle Premier Support http://www.oracle.com/support/premier/index.html For Oracle Support Oracle Global Customer Support Contacts Directory http://www.oracle.com/support/contact.html My Oracle Support Login http://support.oracle.com 31
Use Icons To Guide Your Learning Experience Help Documentation at your fingertips Oracle Support Essentials Webcasts My Oracle Support How To Series Advisor Webcast Series for interactive learning Get Proactive Portfolio for your products Oracle Support Accreditation learning My Oracle Support and Cloud Support Portal documentation. Find it from the Help link in the top right corner of most pages in both portals. Live instruction, Q&A. If you miss a webcast, they are repeated. The How To Series covers similar content in a stepby-step approach. Doc 553747.1 Detailed training videos, documentation. Latest how-to content, webcasts, self-paced replay. Select a feature or role to get started. Doc 603505.1 Review the current schedule and archived recording for your product. Find a webcast of interest. Doc 740966.1 Check out the Get Proactive Portfolio for your products. Get familiar with the top proactive tools. Doc 432.1 Leverage the Oracle Support Accreditation portfolio of portal and product accreditations. Get accredited today. Doc 1583898.1 Additional helpful information in MOS: How to Change, Increase or Lower the Severity of a Service Request (SR) (Doc ID 1080475.1) Managing Severity 1 Service Requests (Doc ID 1495338.1) Working Effectively With Oracle Support - Best Practices (Doc ID 166650.1) Get Proactive Events Calendar Stay Informed about Upcoming Events. Doc 125716.1
Oracle Support Accreditation Access Accreditation Series Index Select Your Accreditation Open and Review the Study Guide Click Play to start the first module When ready, click Take the Exam 33
Use Icons To Guide Your Learning Experience My Oracle Support Community The My Oracle Support Community is populated with Spaces and Subspaces that are product and functionality based. My Oracle Support generic questions are asked in the Using My Oracle Support Community. My Oracle Support Blog Access the Blog to stay informed about latest features and functionality available in My Oracle Support or Cloud Support Portal My Oracle Support Twitter Follow My Oracle Support, for the latest updates and information. Download Collateral this icon is used on Support Training pages within My Oracle Support and Cloud Support portal to indicate PDF downloads available. Patching Within training materials this icon represents, patching, updates, fixes etc.
Questions 35
SR Automation Automated Diagnosis - Email To ---------------- maria.mustermann@musterfirma.de Email Subject ------------------------------ SR #3-xxxxxxxxx: Server out of memory due to Oracle processes activity. Email Body ---------------------- Hello Maria, File Validation Message: We have added an action plan to the SR giving details of files/evidence to collect. If the request is not clear, or we have mis-understood your issue, please update the SR.