Oracle Support – New Year – Back to Best Practices

Oracle Support Best Practices. 

  1. Stay on top of the technology.  Check out Oracle UniversityOracle by Example on OTN (free)
    • There are DBA’s managing Oracle 11g like they did v5, v6 & v7, without leveraging the numerous features and functions of the product. Value of your investment is found in the product.
  2. Subscribe to proactive product notifications in My Oracle Support, alerts and newsletters
  3. Leverage the numerous tools and diagnostics for DBA’s and Developers and End-Users
  4. Use Configuration Manager to log SRs and receive faster response from Support
  5. Initiate the Escalation process as necessary.
    • This is still the most misunderstood process in the customer community.

I’ll be adding more of these throughout the year and expanding on others.

Keep your comments and feedback positive, healthy and happy for the new year!

-Chris Warticki

twittering @cwarticki
Join one of the Twibes - http://twibes.com/OracleSupport or http://twibes.com/MyOracleSupport

Comments:

Happy new year Chris. I reckon you win the prize for the most entertaining blog of last year.

Posted by Kevin on January 04, 2010 at 09:36 AM EST #

Yes, most entertaining indeed. ;-) ~CW

Posted by chris.warticki on January 05, 2010 at 01:46 AM EST #

Here is a best practice. Ensure that support website is up. Today POS is completely down and we can't open an SR calling in either because internal and external sites are down. Brilliant start to New Year!! Happy New Year!!

Posted by Anonymous on January 29, 2010 at 01:48 AM EST #

Chris, Why are you blogging about 'Best Practices' when the 'Basic Practices' are not functional? MOS is unreliable, hard to use and does not deliver consistency in either results or access. I think it is time to go back to the basics as MOS is down for a fair number of people today (4 Feb 2010). As for staying positive - that is simply unrealistic. If all you and Oracle want to hear is positive, then you will consistently fail to deliver a usable product. I have been witness to far too many systems/upgrades/projects that fail because management only wants to hear positive. You should be asking us to stay constructive. Constructive is often negative, but you learn most from those who disagree with you. When will Oracle acknowledge that MOS is not delivering the expected and acceptable service? The perception of MOS and Oracle would be greatly enhanced by Oracle saying "We are having problems. We know that the problems are deeper than training and validation of single sign on. We know that the problems are not the fault of the users, but are the fault of Oracle. We are truly listening...here is the url independent of Oracle support to post issues and get updates." Acknowledging a problem - That's the core Best Practice. Regards, Daniel Fink

Posted by Daniel Fink on February 04, 2010 at 02:52 AM EST #

Dan, I'm aware that MOS has been unavailable. I Twitter such statuses when I can (@cwarticki) Thanks for the constructive feedback. Really. I value it. I'm on the side of the customer. Always have been. I blog about best practices with every intent on helping the customer. Who else is out there from Support in the blogging, twitter, Mix, Linked-In and other communities doing anything similar? I'm trying to make a difference. I'm not asking for just 'positive', happy-go-lucky, everything-is-peachy posts. I'm not asking for some the hate mail that I've received, anonymous or otherwise. I work on a team that channels customer feedback back to support management with every intent on improving the customer experience. Here is the URL to post feedback to My Oracle Support Community and the MOS blog. - https://communities.oracle.com/portal/server.pt/community/using_my_oracle_support/221 - http://blogs.oracle.com/supportportal/ Oracle is truly listening. ~CW

Posted by chris.warticki on February 04, 2010 at 03:13 AM EST #

So I went to the https://communities.oracle.com/portal/server.pt/community/support/219# site you refer to above and (apart from the fact that it wants me to put in yet another plugin of some sort - "MSXML 5.0") where do I go to say "I'm mad as **** and what are you guys thinking???" I don't see a simple feedback button or anything. We have a production problem this morning, and during a brief interval when I could log on to MOS I found a note that may solve our problem (and luckily I printed it). But now the site is toast again and we can't do any further research on the subject before our 12:30 outage to try to correct the problem. If the initial procedure doesn't work, we will have to be on the phone - because the research we could have done for ourselves is impossible to do. This is absolutely appalling. The old support site never behaved like this.

Posted by Diane Balmer on February 04, 2010 at 03:55 AM EST #

Diane, Sorry about the wrong URL. I fixed it. The correct community that will put you in direct contact with the My Oracle Support program office is https://communities.oracle.com/portal/server.pt/community/using_my_oracle_support/221 (By the way, the 'Chris' that is listed as the moderator for that community, is not me) ~CW

Posted by chris.warticki on February 04, 2010 at 04:02 AM EST #

Chris, Thank you for your response. Hate mail and personal attacks are reprehensible and simply detract from the core issues. Nothing is accomplished and energy is wasted. I know that Twitter and other networking avenues are quite the fashion and all the rage...but they do not reach 100% of your customers. In my opinion, the first place to start is at www.oracle.com. At the very least, there should be a MOS status indicator on http://www.oracle.com/us/support/index.html. This should also be THE site for Oracle to communicate. And please don't candy coat it for your customers...we know there are problems. I speak only for myself, but Oracle would gain a tremendous amount of good will by posting a letter to the official support site (not behind MOS) acknowledging the issues. Customers can handle bad news. What we cannot accept is the perception that we are being ignored and/or not being told the whole truth.

Posted by Daniel Fink on February 04, 2010 at 04:20 AM EST #

Agreed 100% on all points I like the status indicator on Oracle.com/support. Great idea! ~CW

Posted by chris.warticki on February 04, 2010 at 04:37 AM EST #

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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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