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Global Support Services. Jack Malloch Product Service Advisor. Oracle Support Services Evolution. Call Center. Internet Content Center. Customer Centric Svcs. Proactive Problem avoidance through Healthchecks & Diagnostics Closed loop feedback to engineer better products
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Global Support Services Jack MallochProduct Service Advisor
Oracle Support Services Evolution Call Center Internet Content Center Customer Centric Svcs • Proactive • Problem avoidance through Healthchecks & Diagnostics • Closed loop feedback to engineer better products • Increased Cust Sat • Reactive • 2M New Calls (SRs) • 5% Online SRs • Self-Service • 225K New Calls • 95% New SRs Online • 30% Fewer total SRs • 100M web knowledge Interactions
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
Key Elements of Premier Support Rights to Fusion Applications Global Reach Continuous Product Enhancements Global Support for Rapid Resolution Advanced Support Technologies Award-winning, world-class 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 Improved MetaLink 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 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 #
Quick References for MetaLink Basics In MetaLink, first click “Help” Next click “Global Help” Revised On Demand Seminars – due in Feb ’06 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
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
My Configs & Projects My Configs & Projects • 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
My Configs & Projects • Define Configs • Auto Config • Manual Config
My Configs & Projects • Define Configs • Auto Config • Manual Config • Define Projects • Key information • Associated Configs
My Configs & Projects • Define Configs • Auto Config • Manual Config • Define Projects • Key information • Associated Configs • Select Your Favorites
My Configs & Projects • Define Configs • Auto Config • Manual Config • Define Projects • Key information • Associated Configs • Select Your Favorites • Service Requests • Logging • Tracking • Reporting
My Configs & Projects • Define Configs • Auto Config • Manual Config • Define Projects • Key information • Associated Configs • Select Your Favorites • Service Requests • Logging • Tracking • Reporting • Where to go MetaLink Note 250434.1
Leverages MetaLink as delivery vehicle My Configs & Projects Auto Configuration MetaLink Portal • New MetaLink Services: • MyConfigs & Projects • Health Checks • Configuration Data • SR data capture Existing MetaLink Services Customer Configuration Data Repository
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 My Configs & Projects Auto Configuration – How It Works Support Agent Customer Repository MetaLinkUI
CustomerRepository SupportAgent SupportAgent SupportAgent SupportAgent OracleIntranet Customer view Configsfrom MetaLink MetaLink Thin JDBC Configuration Data Internet HTTPS OCCN 9iAS Web Servers at Oracle DMZ VPN Oracle Support Host, Storage, Network @Oracle @Customer Oracle Database E-Business Suite Oracle 9iAS My Configs & Projects Auto Configuration – How It Works
My Configs & Projects Auto Configuration – Support Agent • 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 & ProjectsHealth Checks, Best Practices • “At A Glance” Health Check Summary page for all critical issues and alerts
My Configs & ProjectsHealth Checks, Best Practices • Database ORA-600 Tool • Network Advisor
My Configs & Projects • Define Configs • Auto Config • Manual Config • Define Projects • Key information • Associated Configs • Select Your Favorites • Service Requests • Logging • Tracking • Reporting • Where to go
