Something Worth Pinning on Your Office Wall
By Graham McKendry on Sep 20, 2010
Although Oracle's acquisition of the AutoVue product family is now an ancient event in the world of software, and our groups have been fully integrated into Oracle processes and policies for quite some time, I tend to still receive a decent number of Support process-related questions from customers, partners, and even sometimes from the other teams within Oracle. Here are 3 of the most common inquiries that are still surfacing today:
- "I'm not able to log SRs. How can I fix my "CSI" (Customer Support Identifier)?"
- "How can I escalate an SR?"
- "What are the Premier Support lifetimes for my AutoVue/VueLink version?"
For those and many of the other common process questions, I'd recommend for customers and partners (at least the ones using the My Oracle Support portal) to visit/bookmark/print/memorize the following Customer Quick Reference Guide:
There's another similar quick reference with a few extra useful sections:
These quick-ref guides address many of the most common Support process topics including:
- Support Contact Information
- Severity Levels
- Logging & Managing SRs
- Escalating SRs
There are of course various processes that aren't really mentioned in the quick reference, such as where to download the latest releases (E-Delivery) and how to request hot-fix patches (see KM Note 166650.1)... Therefore as you learn the different processes, make sure to add them to your own quick reference guide and relay them to your colleagues that also access the MOS portal.
And if there's a Support process you really can't track down, we're always here to help. First step is typically to call your local Oracle Support hotline, although you're also welcome to post a comment through this blog and I'll see if I can get you in the right direction.