Monday Apr 23, 2012

Preventing outages before they become an escalation

Did you know that there was a Proactive Page available for Systems customers? 79 Individuals out of a total of 85,636 took a few minutes to see how they could improve their systems by being a little more proactive. Did you?

In a commissioned study conducted on behalf of Oracle, Forrester Consulting found that Oracle Premier Support for Systems customers are getting quantifiable benefits from:

  • Reduced downtime and associated costs of that downtime,
  • Avoiding the costs of parts inventories, and
  • Avoiding the costs of augmenting internal IT staff to provide hardware support.

The study, which analyzed the total economic impact of investing in Oracle Premier Support for Systems, demonstrated a 43% return on investment (ROI) for Oracle customers. [ Learn More]

Thursday Feb 17, 2011

Using My Oracle Support for Hardware Products

Our new seminar series, entitled "Using My Oracle Support for Hardware Products" will cover different topics each month. To see the schedule and register for a session, please review knowledge article 1282218.1 within My Oracle Support.

Throughout February, March, and April 2011, we will focus on the following topics:

  • Hardware Asset and Automated Service Request (ASR) Management

    • Support Identifiers and viewing hardware asset information

    • Managing hardware asset information

    • ASR functions and processes

    • Activating and managing ASR for your hardware assets


  • Best Practices for Knowledge Search and How to Find Firmware, Storage Updates, and Oracle Solaris Patch Sets

    • Understanding your entitlement information

    • Oracle Solaris recommended patch clusters and patch sets

    • Finding firmware for Storage and x86 product lines

    • Making the most out of search filters to improve your results

    • Searching the knowledge base for Systems, Storage and Oracle Solaris information


  • Understanding Automated Service Request (ASR), End-to-End

    • Auto Service Request installation and configuration for Oracle hardware products, including:

      • Sun Servers using ASR Manager

      • Sun Storage arrays using Common Array Manager (CAM)

      • Sun Unified Storage 7xxx

    • Managing ASR assets using My Oracle Support

    • Testing your configuration 


  • Proactive Hardware Service Portal 

    • The value of using Proactive Hardware Service Portal

    • How to download and setup your systems to be able to make use of the Proactive Hardware Service Portal

    • Reading and taking action on the information provided to you.


  • My Oracle Support - Hardware Service Request

    • When to engage the My Oracle Support Community to get answers to questions

    • How to create a hardware Service Request

    • Managing your Service Request

    • When and how to escalate your Service Request

      Oracle support experts will be on hand to present the webinar sessions, as well as answer questions about best practices in using My Oracle Support for servicing your supported hardware products.

      We hope that you take advantage of these seminars and begin using My Oracle Support to its fullest potential.

    Tuesday Aug 17, 2010

    SunSolve - August 2010 Update

    Oracle Support Services will be at Oracle OpenWorld in full force this year with 10 sessions, a Support Stars Bar, a My Oracle Support Community Meet-up event, and demos of powerful new support tools. Learn best practices for supporting and upgrading Oracle products and hear how others are getting the most of their hardware and software by tapping into all the features and entitlements of Oracle Premier Support. Come network, learn, and collaborate with us. We look forward to seeing you in San Francisco this September at Oracle OpenWorld 2010.

    S317562 - Best Practices for Supporting and Upgrading Oracle Solaris (Stream:SERVER AND STORAGE SYSTEMS; Tracks: Oracle Solaris, Sun SPARC Servers) [Learn More]
    S317567Best Practices for Supporting Sun Server and Storage Systems.(Stream: SERVER AND STORAGE SYSTEMS; Tracks: Sun SPARC servers, Storage) [Learn More]

    SunSolve Updates for August 2010

    1. Users are reminded that SunSolve will transition to MyOracleSupport by the end of 2010. Please take time to register on My Oracle Support(MOS) and review the  Help (top right hand corner of the page). To get up to speed quickly on MOS take the speed video training.

    2. Please be aware; SunSolve content now has new document numbers. By default when you are on SunSolve the application is mapping legacy document ids to the new document ids. Sometimes the document you are looking for is no longer available. Please search using keywords and if that does fail then make use of the Feedback Link to access the support team.

    3. Did you notice that the search results have changed on SunSolve? The search engine was swapped out at the end of July. The results now target the content that is in SunSolve. If you can not find an article you are looking for, make use of the Feedback Link on the right hand side of SunSolve and lets us know about your issue. Be sure to advise what you are looking for and we will help you find it.

    4. There are currently delays in the Oracle/Sun booking process which is causing issues for some customers when attempting to access patches. If you experience an access problems please use the Feedback Link to report the issue, be sure to document your Sun Online Account name and the file you are attempting to access.

    5. SunSolve outages are reported on the help site at

    My Oracle Support - Tips and Tricks for early users.

    1. Log  into MOS and then take the speed video training to fast track your knowledge about how MOS works.


    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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