Tuesday Feb 26, 2013

"Hungarian Rhapsody" | Support-Customer Event

Last week, Budapest, Hungary played host to a remarkable customer event, to which I was invited to speak on a host of topics including Support Best Practices, Proactive Support, Platinum Services and more. The Hotel Novotel Budapest Centrum was a fabulous location and served the needs of over 80 customers and employees in attendance.

The event agenda included a welcome by Irek Hytros, Oracle Sr. Director of Customer Management. Afterwards, Country Support Leader and Customer Service Manager, Izabella Gruhala delivered an interview (pictured right) with one of Hungary's first Platinum Services Customers, Tamas Benyi from ORFK (Hungarian Police Department). Tamas provided the audience with the deliverables, benefits and successes of being a Platinum Services Customer.
Thank You Tamas!

Additionally, there were sessions from Laszlo Kiraly (right) from Oracle Consulting Services and Istvan Gere (left) from Oracle University. Both provided fantastic information from both lines of business and really communicated the benefits provided by Oracle.

Sessions were conducted by myself on the Value of Oracle Support, a walk-through of My Oracle Support Best Practices, Proactive Support, Platinum Services and the Exadata Support model. Thanks for all the wonderful questions and audience participation.  You helped to make this foreigner feel most welcome.

Overall it was a fantastic event attended by many, that without their participation would not have made it such a tremendous success.  I had a privilege of speaking to several of our customers one-on-one.  I met with Tamas Izsak from Oracle Partner AppWorks and representing the Hungarian Oracle Users Group, and also Laszlo Zoo, Oracle DBA/Developer from Invitel

Thank you all for your loyalty and business.  We appreciate our customers.

Wednesday Jan 11, 2012

Ask that Support Blogger...he'll know (Notifications)

Question: While my understanding is that customers can setup alerts, do you know if prior content includes patching information?  My customer wants to know about the release dates of  bundle patches in order for them to plan accordingly. 

I get a lot of questions asked both internally and from our customers.  I'm going to start posting the replies so that all will benefit.

Answer: First, Development rarely, if ever, posts release dates for patch sets or bundle patches, even single patches for that matter. (unless it's a Sev1)  The Knowledge Base for any Product within My Oracle Support is the collection of all support-created content (alerts, notes, bulletins, FAQ's etc).

Configuration of My Oracle Support dashboard (Knowledge Articles section) include items that are content related, either new or revised.
Therefore, if a patchset or major patch is released, then a support engineer would need to create an 'alert' or piece of content in order to be pushed to the Alerts/Knowledge Articles section of MOS.  So, support doesn't create a note or alert for every patch that is created.  That would be information overload.  For patches, they mostly just create them for high-priority patches and patchsets.

Additionally, a customer can subscribe to push email notifications within the Settings > Hot Topics Email within MOS.  Doing so, under the Product Monitoring section includes Bugs that Development is working or revised.  Upon notification a customer then logs an SR with Support, requests to be attached to the bug, and tracks the status within the Bug Summary field in the Dashboard. Then they can mark those bugs as favorites, which is another notification option in the Hot Topics Email section

For more information on configuration the MOS Dashboard and Email Notifications, click this note
Dashboard Customization (7:18 mins)
My Oracle Support Site Alerts (3:10 mins)
Hot Topic E-Mail (3:28 mins)

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

Friday Jan 06, 2012

Ask the Support Blogger....he'll know (Skills & Training)

Question:  Is there any model or definition of the skills/resources that clients should have to effectively use and support various Oracle products?  We're looking to do a gap analysis of what they need and what they have, and to show where Advanced Customer Services can fill the gaps?

I get a lot of questions asked both internally and from our customers.  I'm going to start posting the replies so that all will benefit.

Answer:  Begin by going to Oracle University and do a job role guided learning path.  There's really no model (that I know of), but I've created a decent checklist which is a good starting point for a discussion with your customer.  Check this blog article out - 8 Habits of Highly Effective Oracle Support Users

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

Thursday Jan 05, 2012

Ask the Support Blogger....he'll know (Data Collections)

Question: Are there any best practices around which files/logs should be collected and uploaded proactively for different kinds of  issues?  For instance, if it's a performance issue, they should expect to be asked for AWR reports... so they might as well upload them as early in the process as they can.

I receive lots of questions both internally and from our customers on best practices and resources.  I'm going to start posting them here for all to benefit.

Answer: By default - a customer should ALWAYS upload an RDA.  Don't wait for Support to request it. Just give it too us when the SR is logged. RDA is the most comprehensive Data Collector we have. They should run via cron job every day as a best practice anyway.  Attend my next FREE Customer Workshop on RDA and DBA Diagnostics on January 26th, 2pm EST.

With regards to Performance Data Gathering:
Have the customer begin by having EVERY DBA READ - Oracle Performance Diagnostic Guide (OPDG)
Then, determine if they need to use HANGFG User Guide, OSWatcher User Guide, or LTOM User Guide or all three.  If the customer is using a product solution like EM/Grid/Cloud Control then even better. Product solutions help prevent problems.  For some FREE training on those products, check out the Oracle Learning Library.

Also, instead of waiting for a webconference to be scheduled and coordinated - have the customer record their problem using CamStudio.  Don't log another SR without using it and uploading it at the time the SR is created.

Of course, there's Oracle Configuration Manager (gotta plug that one) and there's a host of other data collector tools listed in my post here. (see #5)

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

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
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

Search

Archives
« April 2014
SunMonTueWedThuFriSat
  
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
   
       
Today