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Best Practices for Maintaining Oracle Communications Solutions

Best Practices for Maintaining Oracle Communications Solutions. Bob Johnson Senior Director – Communications Support. 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.

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Best Practices for Maintaining Oracle Communications Solutions

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  1. Best Practices for Maintaining Oracle Communications Solutions Bob JohnsonSenior Director – Communications Support

  2. 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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

  3. Program Agenda • Proactive Support • Introduction • Value Proposition • Discovery • Network Grade Support

  4. Introduction Get Proactive

  5. What is ‘Get Proactive’ all about? • Avoid the unexpected. GET PROACTIVE! • Prevent is about staying healthy, detecting and solving issues before they have an impact on your software and systems • Resolve is about detection capabilities and diagnostic tools to help you implement the right corrective actions • Upgrade is about doing it right the very first time, ultimately creating a streamlined, reliable, and repeatable process • Want even more? • Connection is a key enabler for advanced proactive capabilities. • Look for this image throughout the presentation as we identify specific Oracle proactive support capabilities unlocked when you ‘Get Connected’

  6. Value Proposition Get Proactive

  7. Oracle Premier Support Delivering Value Prevent Resolve Upgrade • Proven lifecycle advisors • Patch and upgrade plan validations • Platform Certifications • Implementation best practices • Health and Patch recommendations & validation • Expert Network • Powerful Knowledge Base

  8. DiscoveryGet Proactive

  9. Maintain Systems Health and Availability • Review product and security alerts • Identify recommended patches • Stay informed: Personalize Knowledge, and sign up for hot topics PREVENT

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

  11. Stay Informed • Newsletters keep you informed with the latest product news • Follow Oracle Premier Support through social media channels • Configure email 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

  12. Communications GBU Newsletter • Latest information on Communications GBU Product releases • Top Knowledge articles. • Relevant feature articles

  13. Find Answers Fast With the Right Tools and Knowledge • Visit Product Information Centers, a one-stop shop for important resources • Participate in our vibrant online Support Community and find answers quickly • Explore the powerful My Oracle Support Knowledge Base RESOLVE

  14. Product Information Centers • Dynamic Information Centers cover common tasks required for the installation, maintenance, and management of Communications Products

  15. Product Information Centers

  16. Knowledge Base • Find targeted answers and resources to resolve issues and/or perform common tasks

  17. Remote Diagnostic Agent (RDA) • Remote Diagnostic Agent (RDA) streamlines the gathering of diagnostic data • Faster resolution time achieved with well formed service requests

  18. RDA: Health Checks • Documented suggestions on implementation best practices. • Identified potential environmental issues which may be encountered. • Checks run verifying the health of the applications • Proactively check environment health and avoid issues from appearing • Improved service request resolution time.

  19. My Oracle Support Community • Join an extended network of Oracle professionals and industry peers. • Exchange knowledge and find answers fast

  20. Do you Have 60 Minutes? • Learn how to resolve like a My Oracle Support power user • New series of live and on-demand webcasts • Webcasts teach skills and knowledge to effectively leverage relevant proactive resources • Learn through real-world scenarios, live product demonstrations, hands-on labs, and Q&A with subject matter experts • Register for Webcast: Resolve—Find Answers Fast

  21. Advanced Customer ServicesNetwork Grade Support

  22. Network Grade Support for Communications • 24x7 Support for Mission Critical Environments • Dedicated engineers with customer specific configuration knowledge • Response, Restore, and Resolution SLAs • Outage prevention during peak periods Proactive Support Preventative Support SLA’s Configuration Support Technical Product Support

  23. Network Grade Support for Communications • Time saved • Access to known ACS Experts in minutes • Experts begin working on the issue immediately • Stability • Post-mortem analysis performed to avoid problems repetitions • Performance problems thoroughly investigated to return to normal level • Latest patch levels increase the environment's stability and supportability • Commitment • Service levels for Time to Respond, Resolve and Restore

  24. Wrap UP

  25. 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

  26. While You’re at Oracle OpenWorld… • Support Stars BarMoscone West, Level 2 • Oracle experts • Live demos • Mini-briefings • Videos • Support Breakout Sessions • Oracle Database • Oracle E-Business Suite • SQL Tuning • Oracle Exadata • Siebel CRM • PeopleSoft • JD Edwards • Oracle Business Analytics • Oracle Fusion Middleware • Oracle Solaris • Oracle RAC Cluster • Oracle Communications Solutions • Sun Server and Storage Systems

  27. 4th Annual My Oracle Support Community Meet Up Event • Monday, September 23 • 6:30 – 9:30 pm • Join us for fun, networking, beverages and appetizers • Meet fellow Community members and Oracle moderators • Admission is free but registration is required • Details and registration at: • www.bit.ly/MeetUpEvent2013

  28. Q&A and Important Support Resources

  29. Thank you!

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