Chris Warticki's Blog - Oracle Support

Recently, I've been on a mission to consolidate a list of helpful resources that our customers should be leveraging.  Most often, the Customer Support Management team provides best practices training to customers that have been using Oracle Support and Oracle products for well over a decade.  Unfortunately, the vast majority are still using MetaLink and Oracle Support the same way they started a decade ago.

Proactive vs. Reactive Support is the challenge.  My answer is, the best support is no Service Request. 
Therefore, I wanted to create a list of Proactive Resources, Tips and Tools that we should all be using.   Send me your comments and let me know what you use to make your life easier with Oracle Support and Oracle Products.

• �
• Oracle Community Resources (Free)
  
  
• OTN
  Forums
  
  
• Blogs.oracle.com
  
  
• Oracle
  Podcasts
• Newsletter
  Subscriptions
  
  
• UserGroups
  
  
• Oracle AppsLab, MetaLink Search
  Plugin available for IE7 and Firefox 2.0 Doc ID: 
  Note:443723.1
  
• Oracle News Aggregator Extensions for Firefox and IE
  
• Oracle
  DBA ToolBar
  
  

Diagnostics available for Server Technologies

• Remote Diagnostic Agent (RDA)  - Note:314422.1- Required
  for all Server Technologies Service Requests
• Ora-600/7445 and Call Stack Trace  Lookup Utility -  Note:
  153788.1
• 300+ DBA Scripts - Note 131704.1
• 10g DB and AS Pre-Install Health Checks - Note:250262.1
• Database Performance Tuning Scripts and Diagnostics
• OSWatcher user guide - Note 301137.1
• HANGFG user guide - Note 362094.1
• LTOM user Guide - Note 352363.1
• RACDDT 2.5 Guide - Note 360926.1
• Stackx - Note 362791.1
• PL/SQL Profiler - 243755.1
• SQLTXPLAIN- 215187.1
• TRCANLZR- 224270.1

Diagnostics available for Applications EBusiness Suite

1. Free Training available
   
2. RDA for EBus - Note:183274.1  -
   Required for all EBusiness Service Requests
1. Include any diagnostic under the category of Data
   Collection
   for the Product you are using at the time you log the Service Request.
3. Diagnostic Support Pack Installation Guide - Note:167000.1
4. List of all available 11i EBusiness Suite Diagnostics -
   Note:179661.1
5. List of all available 12i EBusiness Suite Diagnostics -
   Note:421245.1
6. Maintenance Wizard - Note:215527.1 
   

Support Tips and Recommended Resources

• Lifetime
  Support Policy
  
  
• Database and iAS Software Error Correction Policy - Note:209768.1
• Oracle
  Support Technical Support Policies
  
  
• Configuration
  Support Manager
  
• Setup Proactive Alerts and Notifications
  
• Search using the Knowledge Browser
• �Install Diagnostics
• �RDA for Database
• �EBusiness Diagnostic
  Support Pack
  for Applications
• �Use Oracle Collaborative Support
• �Fill-out Service Request Templates completely
• �Use all DataCollectors
  (RDA and others)
• �Upload reports if logging
  a Service Request
• �Implement the Escalation
  Process if
  necessary

For more information on any of these resources, support best practices, advanced support tools or efficiencies using Oracle's Support Portals, just drop an email to support-training_us@oracle.com

Any information without transformation is just information.
Chris Warticki, Sr. Customer Support Manager