Tuesday Dec 13, 2011

Good example of Proactive Support from EPM/BI

Proactive Support is a huge initiative at Oracle Support. It has been for a long time.  Proactive Support doesn't just mean adding content to the knowledge base. It's not just another 'tool' to use.

The Best Support is NO Service Request!

A good example of a team that is working hard at being proactive is the EPM / BI team.  They have great information on their blog.  If you are using these products, subscribe to their blog feed.

Proactive Support is about meeting your customers where they are.  Social media is an important tool to leverage with our customer base.  Stay connected.

Chris Warticki, Global Customer Management
#Oracle News, Info and Support
Twitter

Tuesday Dec 06, 2011

Support - Advisor Webcasts December 2011

From ATGNEWS,

We want to invite you to our Advisor Webcast sessions scheduled for December 2011. These Webcasts are presented by our Experts, who will pass their experience with the Products to you and will be available for questions after the presentation.  Therefore please mark your calendars for the following Webcasts. Once you have registered for an event, a reminder E-Mail will be sent to you, 2 days and 2 hours before the event is started.

Please be aware, that these Advisor Webcasts are available for every Oracle Customer, Partner and Employee - so everybody who has a valid ID to access the My Oracle Support Portal can join our sessions. We are presenting short training sessions, which are available for you without paying any additional fee - you only need to take the time to attend.

In December we are presenting 2 Webcasts, which could be interesting for you. From the EBS Technology area we are presenting a Webcast about the 'Workflow Analyzer Healthcheck'. This is a check script which has been developed by William Burbage for the Proactive Support area. It is checking your Workflow Installation of the E-Business Suite, which creates a report with possible issues and which actions you should follow to solve them. William Burbage will be the presenter for this Webcast.
The second Webcast is presented under the Order Management area, but is also interesting for any technical oriented engineer, as it is around the Upgrade Advisor and the Patching Advisor. These are documents created to support you with your Upgrade- and your maintenance work. This Webcast will be presented by Doreen McMahon. Please see the details for these 2 sessions:

E-Business Suite – Workflow Analyzer Healthcheck

  • Workflow Analyzer Overview
  • Workflow Administration
  • Workflow Footprint
  • Workflow Concurrent Programs
  • Workflow Notification Mailer
  • Workflow Patch Levels
  • References

US Session: December 7, 2011 at 18:00 am CET / 09:00 am Pacific / 10:00 am Mountain/ 12:00 pm Eastern


E-Business Suite (EBS) Upgrade Advisor and Patching & Maintenance Advisor Overview

  • Upgrade Advisor Overview
    • Highlights of the 6 upgrade phases: Evaluate, Plan, Configure, Test, Implement, Accept
  • Patching and Maintenance Advisor Overview
    • Highlights of the 4 patching strategy phases: Evaluate, Plan, Test, Implement


Only 1 session scheduled: December 14, 2011 at 8 am PT / 9 am MT / 11 am ET


For any other Advisor Webcast scheduled for the Applications Technology Group of the E-Business Suite, please
check Note 1186338.1.

Additionally we want to point your attention to the Applications Technology Group Product Information Center Note 1160285.1

Wednesday Sep 28, 2011

Oracle Twitter List

When I speak to customers and educate them on the variety of support communities that exist, Twitter is an untapped resource by the Oracle masses.  Recently, I was in a room of over 60+ customers, none of which had a twitter account nor follow any of the Oracle Tweeters from Oracle.

Until the OracleWiki is back, I've compiled a list that should get you started. I didn't include just anyone that tweets on Oracle, just those from our major product lines and lines of business. I added some of the usergroups too.

Embrace Twitter.  It will help you filter information to the Oracle products, services and events that are of interest to you.

  • OracleHealthSci OracleHealthSciences
    Oracle is a strategic business software and hardware systems provider to the health sciences industry
  • OracleMW Oracle Middleware
    Oracle Fusion Middleware 11g is the #1 application infrastructure foundation available today.

  • ORCLPartnerBiz OrclPartnerServices
    We are @emiliade & @mariusavram, Social Media Leads at Oracle Partner Business Center. Have a question? Tweet and we will reply.
  • OracleEPPM Oracle Primavera
    Oracle Primavera is the #1 provider of Enterprise Project Portfolio Management Solutions
  • OracleDevTools pieter humphrey
    All around Eclipse, JDeveloper/ADF, NetBeans, GlassFish and WebLogic content guy for Oracle Fusion Middleware's Java developer tools
  • OraclePress Oracle Press
    Authoritative, comprehensive, and current references on Oracle products and technologies.
  • OracleComms Oracle Comms
    Oracle Communications delivers a complete, open, and integrated platform for the communications industry.
  • OracleSQLDev OracleSQLDeveloper
    Oracle SQL Developer Product Marketing, Management and Development Team #sqldev
  • orafaq Oracle FAQ
    Monitor what's happening on OraFAQ.com and the rest of Oracle land.
  • odtug ODTUG
    The Oracle Development Tools User Group twitter updates about all things relevant to developers using Oracle databases.
  • Oracle_Edu Oracle University.
    Learn Oracle From Oracle
  • oracleopenworld
    Get the inside scoop, important announcements, and valuable tips and tricks for making the most of your experience at Oracle OpenWorld.
  • OracleProfit Profit Online
    Stay tuned to the latest news about Oracle, IT strategy, leadership, and driving your business to success.
  • QuestUserGroup Quest International
    The learning and networking source for Oracle apps professionals
  • JDeveloper JDeveloper & ADF
    ADF is an end-to-end Java EE framework that simplifies development by providing out of the box infrastructure services and a visual and declarative development
  • OracleBlogs OracleBlogs
  • oracleEPMBI Oracle EPM & BI
    Official account for Oracle's Hyperion Enterprise Performance Management and Business Intelligence Product News, Updates, and Conversation.
  • oracleutilities Oracle Utilities
    Oracle provides utilities with the world's most complete set of software choices.
  • ORCL_Virtualize OracleVirtualization
    Oracle offers the only complete desktop-to-datacenter virtualization solution to virtualize and manage your full hardware and software stack, from apps to disk.
  • PeopleSoft_Info PeopleSoft
    PeopleSoft Information Development - Your One Stop Shop for PeopleSoft Content
  • oraclemix Oracle Mix
    Social network, idea sharing, groups and more for the Oracle community: http://mix.oracle.com
  • OracleCRM OracleCRM
    Tweets about what's new with Oracle's Complete CRM products.
  • Oracle_EMEAPR Oracle_EMEAPR
    Official news and updates from the EMEA PR team
  • oraclewebcenter Oracle WebCenter
    Oracle WebCenter is the user engagement platform for social business, connecting people and information. Stay up to date with product news, events & more.
  • HyperionUserGrp OAUG Hyperion SIG
    The purpose of the Hyperion User Group is to share resources to help leverage your investment in Oracle Hyperion Performance Management. Join Us!
  • OracleWebLogic Oracle WebLogic
    Check out our YouTube channel for videos and info about WebLogic
  • OAUG1 OAUG
    The Oracle Applications Users Group (OAUG) is a global organization that enhances the capabilities of real Oracle Applications users.
  • OracleDatabase Oracle Database
    Oracle Database news, events, learning resources, and lots more.
  • oraclemagazine Oracle Magazine
    Oracle Magazine contains technology-strategy articles, Oracle and partner news, customer features, and more.
  • Exadata Exadata PM Team
    The Oracle Exadata Storage Server is a storage product highly optimized for use with the Oracle database.
  • OracleE20 Oracle E2.0
    Oracle Enterprise 2.0: Improve Enterprise Productivity by Connecting People, Content and Business Processes
  • OracleBPM Oracle BPM
    The Oracle BPM corporate Twitter account that covers Oracle Business Process Management offerings.
  • chriscmuir chriscmuir
    Oracle ACE Director, nuff said
  • oracleace Oracle ACE Program
  • OUM_Info OUM
    The Oracle® Unified Method (OUM) is Oracle’s standards-based method that enables the entire Enterprise Information Technology (IT) lifecycle.
  • Oracle_OnDemand Oracle_OnDemand
    Oracle On Demand helps customers control their systems to drive business performance. We deliver Oracle's cloud services - gain speed, lower cost, reduce risk.
  • Oracle Oracle
    Stay connected with all things Oracle: products, services, training, news, events, promotions, and more.
  • OracleHCM Oracle HCM Marketing
    The OracleHCM team is a group of dedicated folks at Oracle that represent E-Business Suite, PeopleSoft, and Fusion HCM product lines.
  • peoplesoftwiki PeopleSoft Wiki
  • OracleRetail Oracle Retail
    Oracle is the #1 provider of innovative and comprehensive software solutions for retailers
  • myoraclesupport My Oracle Support
    Follow the My Oracle Support Team for the latest news and information. Views expressed here are our own & do not necessarily reflect the views of Oracle.
  • OracleMiddle Oracle Middleware
    Oracle Fusion Middleware
  • soacommunity SOA Community
    Hey there! SOA Community is using Twitter. Join us to network and exchange with the community! What’s happening? Start sharing your tweets @soacommunity
  • wimcoekaerts Wim Coekaerts
    I manage Oracle Linux, Oracle VM (x86 + sparc), Virtualbox, Sunray, Oracle VDI and Secure Globlal Desktop at the big O (Oracle) along with MySQL support.
  • COLLAB_OAUG COLLABORATE - OAUG
    News on COLLABORATE 12: Technology Applications Forum for the Oracle Community - OAUG Forum! COLLABORATE is presented by IOUG, OAUG & Quest.
  • oracle_em OracleEnterpriseMgr
    Follow the news around Oracle Enterprise Manager
  • AgilePLM Oracle Agile PLM
    mo betta, fasta, cleana products: evolving your product value chain. The official tweets from the Oracle Agile PLM team.
  • oracle_biee Oracle BI
    Oracle Business Intelligence product management team. Views expressed on this Twitter feed are our own & do not necessarily reflect the views of Oracle.
  • ORCL_Linux Oracle Linux
    Oracle Linux -- fast, modern, reliable -- free to download and distribute. Oracle delivers enterprise-class, highest quality support for Linux at lower cost.
  • oraclepartners ORCL PartnerNetwork
    Oracle PartnerNetwork is Oracle's official partner program - also known as OPN Specialized.
  • theappslab Oracle AppsLab
    Small development team within Oracle WebCenter, building cool stuff and blabbing about it. 
  • OracleEvents Oracle
    This is a automated feed with Oracle Events.
  • Oracle_EBS Oracle eBusiness
  • java Java
    The official Twitterstream of the #1 programming language in the world
  • IOUG IOUG
    Independent Oracle Users Group - Database and Technology Professionals, COLLABORATE 12 Partner. Get picked up on our feeds with hashtags #IOUG and #C12!
  • OracleFS Oracle Financial Svs
    Oracle delivers a comprehensive footprint of best-of-breed applications built on open standards to meet the needs of financial services institutions worldwide
  • OracleIDM Oracle Identity Mgmt
    Oracle Identity Management offers the most complete, best in class solution for your security needs
  • otnatopenworld otnatopenworld
  • OTNArchBeat OTNArchBeat
    News and updates covering what's happening in the Oracle Technology Network architect community.
  • OracleJDEdwards  Oracle JDEdwards
    News and updates covering what's happening in the JDE community.

Chris Warticki, Global Customer Management
#Oracle – Daily of OpenWorld Info
#Oracle News, Info and Support
Twitter

Tuesday Aug 16, 2011

8 Habits of Highly Effective Oracle Support Users

First – The #1 investment is the product itself, therefore study the product

Oracle University
Product-specific landing pages
Oracle Learning Library aka, Oracle By Example – 1000+ Free Tutorials/Demos
Public list of all available webconferences
Advisor Webcast Current Schedule and Archives too from Support (ID 740966.1)
Oracle E-Business Suite Transfer of Information (TOI) courses (ID 807319.1)

Information about the functional changes in Release 12.1 and Release 12.1.x Release Update Packs (RUPs).

#2 – Remain In-the-Know from Oracle Support and Oracle Corporation

Setup Hot-Topics emails from My Oracle Support
Subscribe to available Newsletters from major product lines and technologies
Events & Webcasts Schedule and Archives
EBS and Database Newsletters from Oracle Support teams

#3 – Personalize My Oracle Support and Use Configuration Manager

Customize your Dashboard & use Powerviews
Install and setup Configuration Manager
Prerequisites
QuickStart Guide
Security Concerns?
Videos here

#4 – FIND it, the FIRST time, FAST!

Use the Knowledge Browser in My Oracle Support
Know what Support knows with 100% certainty whether you need to open a Service Request or not.

#5 – Leverage ALL the available Diagnostics tools and Scripts

Configuration Manager

Install - Remote Diagnostic Agent (RDA) for Database, Server Tech & other Products
Over 25 built-in tools and tests. Over 80 seeded profiles
Database Script Library
Ora-600/7445 Internal Errors Tool
Performance Diagnostics Guide and Tuning Diagnostics
PL/SQL Tuning Scripts

Install - EBusiness Diagnostic Support Pack for Applications

PSFT – Change Assistant
PSFT – Change Impact Analyzer
PSFT – Performance Monitor
PSFT – Setup Manager

JDE – Change Assistant
JDE – Configuration Assistant
JDE – Support Assistant

Guardian Resource Center

SUN Systems Mgmt & Diagnostic Tools

#6 – Engage with Oracle Support

Check Configuration Manager Healthchecks and Patch Recommendations
Fill-out Service Request Templates completely
Use all Diagnostics & Data Collectors (RDA and others)
Upload ALL reports if logging a Service Request
Leverage Oracle Collaborative Support (web conferencing)
Better Yet – Record your issue and upload it (why wait for a scheduled web conference?)
Initiate the Escalation Process as necessary

#7 – Expand your Circles of Influence

Oracle Community-wide Resources

Oracle Technology Network Forums

Blogs.oracle.com

Twitter Directory

Oracle Podcasts

OracleMix

UserGroups

AskTom

OracleCommunity

#8 – Understand Oracle Support Policies and Processes

All Technical Support Policies

Lifetime Support Policy

Oracle Support Technical Support Policies

Database, FMW, EM Grid Control and OCS Software Error Correction Policy

Ebusiness Suite Software Error Correction Policy

Thanks
- Chris Warticki
#Oracle News, Info & Support
@cwarticki

Tuesday Jul 19, 2011

#Oracle News, Info & Support

This daily is a collection of Oracle-related articles, tweets and information for individuals interested in Oracle. I hope you enjoy it. Subscribe and share with others.

Thanks
- Chris Warticki
@cwarticki

Monday Jul 18, 2011

FREE E-Bus Accounts Payables Support Webcast

Based on detailed research around most hit issues, we found that customers using the Oracle Accounts Payable product would benefit from information on TWO topics :

Topic 1 : R12 Payables Payment Process Requests

  • What is the R12 Oracle Payments module (IBY), and what is “Funds Disbursement” as opposed to “Funds Capture”?
  • Steps in the PPR process ;
  • The PPR submission form, and how to use it.

Audience :

Both for technical and functional users who are new to Oracle Payables and Payments, or need to fill gaps in their knowledge of the processes involved in paying suppliers, employee expenses, and customer refunds

Want to find out more:

Subscribe and attend the Webinars planned for 9th of AUGUST.

Topic 1

August 9, 2011 at 8 am PT, 9 am MT, 11 am ET, 5 pm CET

Subscribe here

Topic 2 : R12 Payables Payment Workbench

  • What is Payment Workbench – Types of Payments available on Payment Workbench.
  • Description of each Payment and how to enter Payments using each of them
  • Pay in Full functionality

Audience :

Both for technical and functional users who are new to Oracle Payables and Payments, or need to fill gaps in their knowledge of the processes involved in paying suppliers and employee expenses using Payment Workbench.

Want to find out more:

Subscribe and attend the Webinars planned for 16th of AUGUST.

Topic 2

August 16, 2011 9 am PT, 10 am MT, 12 noon ET, 6 pm CET

Subscribe here

Replay Available :

Self Service for Payables via Generic Data Fixes (GDFs) and Patching

A previous Webcast on Generic Data Fix patches, how to find them, how to detect when they are needed, and how to apply and run them is now available from the

TOPICS INCLUDED :

· How to identify and resolve known data issues pro-actively

· Avoid delay in period close by pro-actively identifying and resolving such issues

Replay

Self Service for Payables via Generic Data Fixes (GDFs) and Patching

Play here

Play a pre-recorded DEMO of Oracle Payables Generic Data Fixes and Patching

Visit our E-Business Suite: Oracle Payables Information Center [ID 1196096.1] and check out the 15 minute video under ‘News and Hot Topics’.

Or consult directly video note [ID 874903.1].

-Chris Warticki
Oracle News, Info & Support
twittering -AT-cwarticki

http://www.oracleimg.com/ocom/groups/public/@ocom/documents/digitalasset/189995.gif

Monday Jul 11, 2011

Oracle Support: E-Business Suite - Cloning Basics & AMP Cloning

We want to invite you to our Advisor Webcast sessions scheduled for July 2011. These Webcasts are presented by our experts, who will pass on their experience and will be available for questions after the presentation. 

Once you have registered for an event, a reminder E-Mail will be sent to you, 2 days and 2 hours before the event is started.

Please be aware, that these Advisor Webcasts are available for every Oracle Customer, Partner, and Employee who has a valid ID to access the My Oracle Support Portal. These are short training sessions, where you don't have to pay any fee for it. You only need to take the time to attend our sessions.

E-Business Suite - Cloning Basics & AMP Cloning
  • Cloning Overview
  • Rapidclone steps in Details
  • Rapidclone limitations
  • EM Grid Setup with AMP for Cloning
  • Advantages of Cloning with AMP
  • Cloning Procedures available with AMP
  • Monitoring Clone Operation
  • Few things to remember before Cloning 
Session Details:

EMEA / APAC session: 
  • Tuesday, 19-July-2011 at 10:00 am CET, 01:30 pm India, 05:00 pm Japan, 06:00 pm Australia
For Registration- and Dial-In Details, please log in to My Oracle Support to see Note 1327690.1

US session:
  • Wednesday, 20-July-2011 at at 17:00 UK / 18:00 CET / 09:00 am Pacific / 10:00 am Mountain / 12:00 Eastern
For Registration- and Dial-In Details, please log in to My Oracle Support to see Note 1327683.1

True Excel Templates for BI Publisher

  • Creating a simple template
  • Formatting Dates
  • Creating Functions
Global session:
  • Tuesday, 12-July-2011 at 15:00 UK / 16:00 CET / 07:00am PT / 08:00 am MT / 10:00 am ET
For Registration- and Dial-In Details, please log in to My Oracle Support to see Note 1326784.1

For any other Advisor Webcast scheduled for the Applications Technology Group of the E-Business Suite, please check Note 1186338.1.

Additionally we want to point your attention to the Applications Technology Group Product Information Center Note 1160285.1.

-Chris Warticki
twittering @cwarticki

Tuesday Jun 14, 2011

Oracle Support – EBusiness Webcasts

Our EBS Proactive Services team will be conducting the following EBS-wide webcasts.

Making The EBS Upgrade from 11.5.10 Easier - Part I, 28-Jun-2011

Making The EBS Upgrade from 11.5.10 Easier - Part II, 12-Jul-2011

Making The EBS Upgrade from 11.5.10 Easier - Part III, 19-Jul-2011

Each one-hour session is recommended for technical users who are responsible for upgrading their E-Business Suite applications from Release 11.5.10 to Release 12.1.x.

A successful upgrade requires careful planning, correct upgrade processing, detailed testing, and user (re)training prior to upgrade. There are a number of tools available via My Oracle Support and as part of the E-Business Suite product offerings to assist customers in a successful upgrade. To learn more about these tools and how to use them, join us for a three part webcast series, Making The EBS Upgrade from 11.5.10 Easier.

Topics for Part I will include:

  • Overview of Tools Available for Upgrading
  • Upgrade versus Re-implementing
  • Upgrade Community
  • Upgrade Product Information Center Page
  • Detailed Look at Upgrade Advisors

Part II will provide a detailed look at the Maintenance Wizard and Patch Wizard tools.

Part III will review best practices for using the upgrade tools.

-Chris Warticki
twittering @cwarticki

Tuesday Feb 22, 2011

Important AP Patch for R12 Customers

[Read More]

Wednesday Jan 26, 2011

Oracle Support: Advisor Webcasts for EBS

[Read More]

Tuesday Dec 07, 2010

SUNsetting of legacy support apps to My Oracle Support

[Read More]

Monday May 10, 2010

SUN Customers and Partners, preview My Oracle Support

[Read More]

Wednesday Apr 14, 2010

Long Running Service Request or COLD CASE?

[Read More]

Wednesday Feb 24, 2010

Support Synchronization - Best Practices

[Read More]

Tuesday Feb 23, 2010

Support Blog: Moved to My Oracle Support Community

[Read More]

Thursday Feb 04, 2010

If MOS is down, then what?

[Read More]

Wednesday Feb 03, 2010

My Oracle Support – Priority Handling Expands

[Read More]

Monday Jan 04, 2010

Oracle Support – New Year – Back to Best Practices

[Read More]

Tuesday Dec 08, 2009

eTRM now available on My Oracle Support!

[Read More]

Friday Nov 13, 2009

Top Issues for My Oracle Support migration - FAQ Released

[Read More]

My Oracle Support Customer Message-Statement

[Read More]

Wednesday Nov 11, 2009

Oracle Support Customers – I do apologize.

[Read More]

Tuesday Nov 10, 2009

My Oracle Support - Migration Update

[Read More]

Monday Nov 09, 2009

Classic MetaLink:Na,na,na,Nah,na,na. Hey hey Goodbye

[Read More]

Friday Oct 23, 2009

Got Feedback? about My Oracle Support

[Read More]

Friday Sep 11, 2009

PSFT, JDE, Hyperion, Siebel Customer Feedback Requested

[Read More]

Wednesday Aug 19, 2009

Support Escalation Process....Again!

Escalation Process Explained:

This is by far thee most misunderstood process. Do you have a Support delivery concern? Are your expectations not being met or understood? Use the Escalation Process. The shortest path to least resistance to the resolution of any technical service request is escalation – first and always. Until you’ve spoken to a Manager from Oracle Support, an escalation has not occurred. Does that surprise you? Read on.

Here’s how it works;

Step 1 – Call the Global Support 800#. The phone menu has changed.  You can choose #1 for Existing SR or #2 for New SR. 
If you choose #1, you will be presented with the option to either Escalate or speak to an engineer. If you choose to speak to the engineer, most often you’ll get voicemail. Don’t leave a voicemail if you desire escalation.  Rather, choose the Escalation option.  You’ll be routed to Global Customer Care
If you choose #2, you then have to select #2 again, and #2 again to get to non-technical support. If you choose the option for non-technical issue, Global Customer Care will receive your request to escalate the SR.

Step 2 – Initiate Escalation: Here is my existing Service Request#, I would like to speak with and receive a callback from the Escalation Manager. This used to be called the Duty Manager 5+ years ago.

Step 3 – Your contact information will be verified and the Escalation Manager will be identified and notified for callback. It’s not a hot-transfer. Oracle strives that the Escalation Manager will contact you back in 30 minutes or less.

Here’s what NOT to do:

  • Don’t choose the option for existing Service Request and then choose to speak to your support engineer. You will most likely go to voicemail because they are multitasking.
  • Don’t call the 800# and request a Severity 1 or Severity increase. Severity 1 and Escalations are totally different.
  • Don’t update your Service Request to initiate escalation. This is not recommended. Oracle doesn’t have a batch job running to look for key words in SRs. Call us! Then, update your Service Request for your own documentation purposes.
  • Don’t call your sales team, account team, or anyone else in your Rolodex of Oracle business cards. They can’t solve your technical problem. You might as well try calling your parents. There’s no backdoor to this process.
  • Don’t request your support engineer to jump on some bridge call. Bridge calls are for managers to keep busy. Keep the technical team troubleshooting. The motto for bridge calls is; “When all is done and said, a whole lot more is said than done!”

Here’s how it plays out:

  • A manager will call you back to discuss the technical details and review the Service Request with you.
  • At this time, discuss any concerns you have. (time to respond, time to resolve, technical direction, key milestones at risk, etc.) Nobody is getting in trouble here. Let us know how we can serve you better.
  • Work up an agreed upon action plan
  • As a customer, document the action plan in the Service Request. Write, “I just spoke to so-n-so and we agreed to the following” The manager should be doing the same.
  • Know when the next follow-up will be. Is follow up necessary? Discuss it.

Managers have control of the resources and time of the support engineers. They may reassign it to someone else on the team. They may free up the time of the current engineer to devote more time to your problem. They will review what can and can’t be accommodated. That’s why you shouldn’t call anyone else.

DON’T HANG UP with any manager until you know these 3 things:

1-The Manager’s name

2-A piece of contact information from that manager (office phone, cell phone, or email address) Go direct to the source for updates

3-The details of the action plan.

If your boss asks you about that Service Request and you tell them that you escalated it, remember that they can reply with;

Oh, you escalated it, then who did you speak too? What’s their name?

Better yet, let’s contact them and find out the status of what we need to know.

Or, come into my office and let’s crack open the Service Request and see the details of what you spoke about.

What if the Service Request has a Bug Associated with it?

Good question. Still use the Escalation Manager to get in touch with Development Management. Remove the engineers and developers from the mix and go direct to the managers who control both of these resources. Let Development know how this bug is affecting your business and that Development Manager will give it to you straight if a fix is feasible or not.

What if I’ve done what you’ve prescribed and it didn’t work?

Nobody is perfect. Oracle strives to achieve 100% satisfaction.

Simply call the 800# again, state either the escalation manager you’ve spoken too isn’t able to help you, or the escalation call wasn’t returned, then request to RE-escalate the issue to the next level of management (Sr. Manager, Director and then VP level if necessary)

It should be that simple. Really, it is. As a former manager from Database support, we take a lot of pride in, and hold ourselves accountable to this valuable process.

There are two other articles I’ve written on this subject.

1- Escalation vs. Severity Increases

2 - Hey Oracle Support – Escalate THIS!

Chris Warticki is Tweeting @cwarticki

Friday Aug 14, 2009

MetaLink3 upgrade to My Oracle Support

[Read More]

Wednesday Jul 22, 2009

Oracle Support FASTPASS for Database customers

[Read More]

Friday Jul 17, 2009

Why is Classic MetaLink being retired?

[Read More]
About

Chris Warticki
Support Specialist, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

Chris has been working for Oracle for over 15 years. Chris educates customers how to maximize their Support investment and leverage the support tools and available resources as part of Premier Support.

Chris works for Global Customer Management and speaks with customers on all topics regarding Oracle support services

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