When support understands your implementation project and related milestones, it allows management and engineers to work together to better support your business needs. Issues are understood in context of related timelines.
Milestone Alert SRs:
Inform us of your milestone via a new Service Request (SR) and include the word ‘Milestone Alert’ within the ‘Problem Summary’ or add an ‘Update’ on an existing SR. Include the following details within the ‘Problem Description’ or ‘Update’ in the Service Request.
Important information to include:
- What is the milestone-project? Upgrade, new implementation, adopting OCI, patching, CRP/UAT etc.
- Go-live/completion date of the milestone.
- Significant details of the milestone and what we should be aware of, i.e. running on Cloud.
- Phases of the project, current and go-to release levels, applications and/or tools releases.
Guidance for Milestone Alert SRs:
As a valued customer of Oracle, you can benefit from our proactive approach. With knowledge of upcoming milestones, Oracle Support can pre-emptively address potential issues, provide you with important product updates and notifications, and recommend best practices tailored to your specific needs.
Knowledge of an upcoming milestone allows Oracle Support to address issues, deliver important product information and inform of known issues and recommend best practices.
Milestone Alert SRs are specifically used to gather the relevant information for your project.
- For any questions or issues during a project, please follow standard support procedures by logging a Service Request (SR) specific to the problem/question and the relevant product area.
- Providing milestone information ensures that the Oracle support team is notified and can assess the impact of the issue on the project.
- The key advantage is advanced awareness, allowing the support team to proactively ensure successful outcomes and provide timely solutions.
- Early notification of milestones enables better resource allocation, a more comprehensive understanding of the project, and a higher chance of issue prevention or swift resolution.
For questions and issues encountered during the project, follow standard Support process by logging an SR specific to the problem/question and product area. With the milestone information in place, our support team will be notified of the milestone and determine the impact of the issue to the project.
Having milestone information as far in advance as possible provides us the awareness and opportunity to ensure successful outcomes.
How to Log an Apps Unlimited Milestone SR (Doc ID 3019558.1). https://bit.ly/4f4mQRn
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