Get the most of your Support investment by discovering the value of Oracle Support offerings and practices. Oracle Lifetime support Policies helps drive your business success by covering your entire technology environment, from database to middleware to applications , putting you in control of your upgrade strategy. Our flexible support policy stages make it easier for you to plan and budget for Oracle’s exclusive product upgrades. You’ll enjoy continued peace of mind, knowing that we’ll always be there to support your business. When it’s time to upgrade, you’ll have rights to major product releases so you can benefit from Oracle’s technology leadership and keep pace with the world of business.
Oracle provides a variety of ways to find answers to your questions, needs and issues. Chances are, an answer or solution may already exist. As a support best practice, we encourage customers to explore the Knowledge Base in My Oracle Support Portal (MOS) and visit and join MOS community.When customers encounter a question or issue, their first step should be to search the Knowledge Base for a solution. If a customer doesn’t find what they are looking for in the Knowledge Base, they can expand their search by visiting MOS Community for answers from Oracle experts and industry peers. With Oracle’s vast knowledge base of documented solutions and access to the extensive community network you can get fast answers for those ‘quick questions’ without going through the process of creating an SR. If a customer is unable to find a solution, then they should submit a Service Request through the MOS support portal.
When logging your Service Request a best practice right up front is to provide as much detail as possible about your issue. Another best practice, when you are submitting your issue – include a statement that outlines the business impact of the issue. If you can include the financial impact of the issue and quantify that impact it is extremely helpful should there be some question later in the course of the Service Request. This information particularly helps us drive the priority of the issue with Product Development. Include the Product Name and version, the OS (SW and HW) and version , as well as the product component or sub-component if the product has these distinctions. Let us know within which environment you are experiencing the problem. Is it Production? Development? Test? If you have encountered an error outline all message numbers and include the exact text.When you submit your Service Request, verify that the Severity Level was appropriately set and does represent the business impact of your issue. If this is not the case , then customers should immediately update the Service Request, letting the Support Engineer know that the Severity was not correctly targeted and needs to be changed.
Utilize the one-stop shop My Oracle Support for your tools and resource needs – it’s so much more than just opening Service Requests. My Oracle Support Portal is a One-stop shop for knowledge, community, proactive best practices, capabilities, tools, and much more. Here you can find guidance, ideas, and solutions based on real-world experience from Oracle experts and industry peers by visiting My Oracle Support Community. You get access to patches and updates, product Certifications. To Stay informed, configure email notifications to ensure you receive targeted alerts for Critical Patch Updates (CPUs), and Security Alert. and last but not least you can create, monitor, and manage Services Requests.
Maximize your time and productivity by employing the practices to stay informed and get proactive. Get started by logging into My Oracle Support. Locate the Get Proactive Portfolio, which is in document 432.1. This portfolio document was created to enable easy navigation to proactive resources for your Oracle product areas. Once you’ve already installed and initially configured your software, your software maintenance life cycle will include being proactive in Preventing problems, resolving problems that do occur and then at some point, upgrading your software to take advantage of new technologies and new functionality available to you.
Stay tuned for more on the Value of Support. We’ll continue our series with tips and tricks on how to reach faster resolutions while working with Oracle Support via Service Requests, understanding the Defect/Enhancement/Patches that you have access to with your Support agreement, and of course how to keep informed about what is new about Oracle Support related to processes, tools, webcasts and more.
Document “Working Effectively with Oracle Support – Best Practices” (Doc ID 166650.2) provides resources for learning more about Support processes and tools through short videos (How-To Video Series), live sessions (Essential Series), and KM documents. https://bit.ly/3x6ljqX
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