Tuesday May 07, 2013

Part 1 - Are you undertaking the Essentials to enable great Systems Support?

Oracle Hardware customers who are running Oracle Solaris or Oracle Solaris x86, can improve their support experience by undertaking these three Hardware Essentials setups:

1. Download and install the Services Tools Bundle.
This bundle has: Oracle Explorer Data Collector; Oracle Remote Diagnostic Agent; Oracle Serial Number in EEPROM (SNEEP) and Oracle Automatic Crash Dump Tool (ACT). The bundle is available for Solaris and Solaris x86, release 8 onwards.

  • [ Download ] – Log into My Oracle Support and follow the links on this document to download the latest.
  • [ Learn More ] – Take a few minutes to read the Oracle Explorer Information Center. Ensure you setup the explorer so that it regularly sends data to Oracle. As it is the data from these tools that enable a faster support experience.

  • 2. Set up Oracle Explorer.
    How healthy are your Oracle Systems? Did you know that once you set up Oracle Explorer to send data to Oracle you can view two reports that will help you understand their health? The first is a mission critical report and the second is the Systems Risk Index based on the Sun Alert Program. If the Oracle explorer was correctly configured, and you have access to the same Support Identifier as the system you would like to review, then you can get started today. If you cannot view reports please verify the following setups:

    a. Validate the chassis serial number is on contract with a valid Support Identifier. Using the Assets Tab, enter the serial number if it does not come back then you don’t have access to the CSI it’s associated with or it’s not on contact.
    b. Validate in My Oracle Support, via My Account that you have the same Support Identifier associated to your account as the chassis serial number.
    c. Install Oracle Services Tools Bundle for Solaris on any system you are interested in viewing reports on.
    d. Setup Oracle Explorer ensure the serial number is entered into the appropriate Oracle Explore Data Collector Field and that it matches exactly to the Serial Number as displayed in the Assets Region of the Systems Tab on My Oracle Support.
    e. Configure the explorer output to be sent to Oracle every 30 days.
  • [ Learn More ] Review all the documentation prior to getting started.

  • 3. Enable Automatic Service Request (ASR) for known hardware issues.
    This is a secure, scalable, customer installable software solution that automatically generates a Service Request for specific hardware faults. Available for all ASR capable systems that are covered by an Oracle Support Contract.
  • [ Learn More ] – Review the ASR page for documentation and downloads.
  • These three core steps are the essential tasks that should be completed by any user who has to support and maintain Oracle Systems.

    Wednesday Feb 27, 2013

    Are you receiving the Oracle Systems Support Newsletters ?

    The Support News is a monthly publication available to anybody with My Oracle Support Access. It covers what’s new in My Oracle Support for Systems customers, covering topics such as: this months Sun Alerts, Advisor Webcasts, What are the top 10 hot documents customers are accessing, and other related content.

    There is a 30second video on the Newsletter to demonstrate how to subscribe to Hot-Topics to ensure you get an automatic notification when the document is published each month.

    Do you have questions about support that are not answered in the newsletter? If Yes, use the +/- icon on the document to send in topics or use the comments option on this blog. Any suggestions will be reviewed and included in the coming monthly releases.

    In this release March 2013:

  • Become an Oracle Support Insider!
  • Advisor Webcasts for Systems Customers
  • Welcome Xsigo Customers
  • Do you want a faster turn around time for your Service Request?
  • What's happening in the My Oracle Support Communities
  • Have you viewed the latest My Oracle Support Speed Training?
  • Are you getting the most out of your support experience?
  • Sun Alerts for February 2013
  • Did you know about supported Languages for My Oracle Support?

  • Monday Sep 10, 2012

    Resolve Oracle Service Requests Faster Using ASR

    Oracle Auto Service Request (ASR) can reduce the time needed to resolve hardware problems. Learn how ASR works and how to implement it in your environment. ASR, a feature of Oracle hardware warranty and Oracle Premier Support for Systems, can improve system availability through expedited diagnostics and priority Service Request handling.
    Date: Sep 11, 9AM MT : Register

    Monday Mar 19, 2012

    Get Proactive! Proactive Capability Portfolio

    Unleash Oracle Premier Support’s Advanced Proactive Capabilities

    Where do you go to solve technical problems? Better yet, where do you find out how to prevent them? Oracle Premier Support’s proactive capability portfolio can help Support customers prevent, resolve, and upgrade.


    Join thousands of Oracle customers who are already taking advantage of proactive support.

    Are You Ready To Get Proactive?

    Bookmark the proactive capabilities portfolio and start exploring Oracle Premier Support's proactive support capabilities. Search "Get Proactive" in My Oracle Support to view the knowledge, tools and communities available through product specific pages. Act now to get started!

    Questions? Contact Oracle’s "Get Proactive" team today.

    Thursday Mar 15, 2012

    Automate your Hardware Support Experience

    Oracle understands that optimizing support interactions helps your business to stay efficient and competitive - especially when it comes to known technical issues. Our Oracle Auto Service Request (ASR) capability gives you a clear advantage by eliminating unnecessary phone calls for support on a broad spectrum of system events.  ASR works by automatically notifying Oracle  -- 24 hours a day, 7 days a week, 365 days a year -- when a qualifying event occurs. 

    Built-in diagnostics help to further streamline the support process and accelerate our ability to dispatch any needed parts or resources directly to your data center site.  The one-way event notification engine ensures that all communications go directly from your system to ours, thereby eliminatingany security concerns you may have.

    During the month of March, 2012 we will be reaching out to customers with a short 2-4minute survey to enable you to tell Oracle about your Auto Service Request experience. Please take a few minutes to answer the survey questions as your feedback will drive improvements.

    Learn More about Auto Service Request by watching this 2minute video

    Get Started today at @ oracle.com/asr

    Thursday May 19, 2011

    Are you getting the most out of your system support experience?

    It has been a while since I blogged about SunSolve and Sun Support and now the Sun Blogs have moved over to Oracle, I thought I would let System Support customers know how to get the most out of their Support Experience.

    Firstly have you taken time to turn Auto Service Request on? If you have not heard about Auto Service request watch the 3 minute video. If you want to hear what a customer has to say about Auto Service Request watch this  video. If you are ready to get started, then review http://oracle.com/asr. Setting up ASR is a three step process, lets review those here and you can access the installation guide for more detailed information.

  • Do the pre-work as outlined in the installation guide and setup your ASR Manager (Install and turn on is fast and simple).

  • Check which systems in your environment are ASR Capable and you have an Oracle Support *Identifier which covers the System. Run the ASR activate command as per the installation guide for your system (Note: *Support Identifiers are sent to the technical contact when the Support Contract is signed with Oracle)

  • Now log in to My Oracle Support, if you have already registered and have the CSI associated navigate to the More -> Settings and Select -> Assets. And look for your newly activated assets by clicking the heading on the “ASR Status” field heading, this will sort the ASR Status field entries. Select the serial number for the pending status, add a contact and validate the address and time zone and select “Save”

  • Each release of My Oracle Support will include minor changes and improvements to this process and I will blog about those as they become available. Interested and have some questions, post questions on Auto Service Request Community. Looking for a little more than the video above and would like to attend a free webinar training session? Register today.

    So why go to the trouble of installing and activating Auto Service Request ? Remove the pain of creating Service Requests for known hardware faults and events, let the system do it for you and enable Oracle to determine if something is wrong and call you.

    Follow My Oracle Support on Twitter @myoraclesupport


    This blog is focused on assisting Systems and Sun customers get the most out of their My Oracle Support Experience. Topics covered included but are not limited to: getting proactive, staying informed, support video's tips, finding content, finding patches, accessing the My Oracle Support Community, upcoming training events and to enable users to stay informed.


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