Chris Warticki's Blog - Oracle Support

Welcome.

My name is Chris Warticki and I'm a Sr. Customer Support Manager
from Oracle Global Customer Support.  I've been working for Oracle Support for
over 8 years.

The Customer Support Management team exists to help our
customers maximize their Support investment and leverage the support
tools and resources available. I've been a former Support manager for
the RDBMS (Admin, Parallel Sever and Replication) and Unix (Install)
support teams.

As a member of the Customer Support Management team, Chris assists customers in leveraging their investment in Support for all 450+ products, 34 acquisitions, all
customers and internal lines of business. Chris has been a featured
presenter at OpenWorld, Collaborate,
IOUG, OAUG,  OHUG, HEUG, HIUG
and dozens of regional and local user groups.

• Are you receiving proactive alerts and notifications from MetaLink or Customer Connection? 
  
  
• Systems DBA -
  
  • Are you
    using the latest RDA and have you opened the
    report?
  • Know
    where the 300+ DBA Script Library is located?
  • Using
    the App Server and 10g DB Pre-install health checks?
    
  
  
• Apps DBA - 
  
  • Are you
    using the 175+, FREE EBusiness Diagnostics?
  • Are you
    planning an EBus Upgrade?  Have you seen the Maintenance Wizard tool to
    help?
  • PSFT/JDE - Using Change Assistant, Support Assistant, Change Impact Analyzer, Performance Monitor?
    
  
  
• Trouble finding information?
  
  • Simple
    and Advanced Searches are not the best way.  Use the KNOWLEDGE BROWSER.
    
  
  

This and much more is covered
in a Best Practices Session.

• Formal Working Effectively with Support, Advanced
  MetaLink and Diagnostic Tools sessions?
  
  
  • Scheduled bi-monthly - http://www.oracle.com/support/seminars.html
    
    
  
  
• Research - Simple searches are not the simple way to find
  solutions
  
  • Readiness on knowing how to search with Advanced Options
    - Better than simple searches
    
    
  • Readiness on the Top Tech Docs and Knowledge Browser -
    BEST
  
  
• Diagnostics Used?
  
  
• Configuration Support Manager - (MetaLink only)
  
  
  • Proactive Database Healthchecks
    
    
  
  
• Service Request / Case Entry and Lifecycle
  
  • Filling out all Template Questions
  • Adding any Personal or Departmental Template
  • Include Business Justification Template
    
    
  • Using Diagnostics and Uploading with SR
  • Web Conferencing
  
  
• Critical Issue Handling / Escalations
  
  • Understanding How to Escalate
  • Differentiating Severity Increases and Escalations