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Best Practices for Supporting and Maintaining Oracle Database - Session ID: CON8282

Best Practices for Supporting and Maintaining Oracle Database - Session ID: CON8282. Chris Warticki Global Customer Management https://blogs.oracle.com/support @ cwarticki.

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Best Practices for Supporting and Maintaining Oracle Database - Session ID: CON8282

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  1. Best Practices for Supporting and Maintaining Oracle Database - Session ID: CON8282 Chris WartickiGlobal Customer Management https://blogs.oracle.com/support @cwarticki

  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 • Introduction • Best Practices and Recommendations • Additional Tips and Resources • Q&A

  4. Oracle Services Enabling the success of your Oracle hardware and software investments • Oracle Experts Helping You Succeed withYour Oracle Investments Complete Support for Oracle Hardware, Software, and Engineered Systems Mission Critical Support Services for All Oracle Applications and Technologies Your Complete Training Source for Oracle Hardware and Software Extend Your Oracle Investments to the Cloud with Value, Choice, and Confidence

  5. Oracle Premier Support Comprehensive Coverage Tools and Resources Service and Support Product Innovation Quickly diagnose and resolve issues • Expert technical support • Rapid-response field service • Lifetime Support Get the most of your Oracle products with proactive services • Oracle knowledgebase • Product health checks • My Oracle Support Community Keep pace with change and capitalize on new opportunities • Updates • New releases • Tools to assist with patching and upgrades

  6. Oracle SupportBest Practices and Recommendations for Oracle Database

  7. Top Reasons for Creating Service Requests What we see the most: • Product Knowledge • No Alerts/Notifications • Research Inefficiencies

  8. Sharpen Your Technical & Functional “Saw” • Product Knowledge Training Resources • Oracle By Example • Oracle Support Advisor Webcasts

  9. Personalize MOS & Remain In The Know • Customize your Dashboard & use PowerViews • Setup Hot-Topics emails • In addition: Support and Product Newsletters

  10. Find it, the First time, FAST! • Research Efficiencies using the Knowledge Base • Product Information Centers

  11. Diagnostics, Tools & Resources • Get Proactive Portfolio • Database Upgrade Advisors • Database Patching Advisors

  12. Expand Your Circles of Influence • MOS Communities • Demonstration Viewlet • Oracle Technology Network Forums • Oracle Blogs • Oracle Optimizer • Oracle DB/EM Troubleshooting • Database Upgrades • Twitter • Oracle Podcasts • AskTom

  13. Additional Tipsand Resources

  14. Other Helpful Hints and Tips • Oracle App for iPhone / Android • Mobile My Oracle Support • Oracle Events

  15. Recap Recommendations • Continued Product Knowledge • My Oracle Support Personalization • Proactive Alerts & Notifications • Research Efficiencies • Get Proactive Portfolio • Communities, Networks & Social Media

  16. 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

  17. 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

  18. Q&A and Important Support Resources • Discover more about Get Proactive: • http://www.oracle.com/goto/proactivesupport • MOS Community: • Learning Path: • Product Information Center (PIC):Database Install, Upgrade and Migration • Upgrade/Maintenance Advisors:

  19. Thank you!

  20. Severity vs. Escalations Severity Escalation • Bring Management Attention to the Service Request Business Impact • Initate via the 800# • Escalation & Severity are different processes • Accessibility & Accountability from Support Mgmt. • Sev Increases and Sev1 are not Escalations • Escalations yield • Management Contact • Action Plan • Communication Plan

  21. Patching performed by Oracle engineers 24/7 proactive remote fault monitoring Higher support levels for Oracle stack Faster response times Available now for certified configurations on Oracle Exadata Database Machine, Oracle Exalogic ElasticCloud and Oracle SuperCluster Performance-Oriented Support for Oracle Engineered Systems ORACLE PLATINUM SERVICES • Proactive approach to maximizing system health and availability • Critical issue prevention and faster resolution • Reduced operational cost and IT staff workload No Additional Cost

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