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?

  • Tuesday May 01, 2012

    The Oracle Solaris, Systems, and Storage Newsletter for May is now available.

    Interested in what we are doing at Oracle to improve your support experience?
    Firstly, check out the newsletter for top documents, new documents the x86 team have created, take a survey and what how to find patches. Once you log into My Oracle Support either search for document 1363390.1 or follow the link under the document number.

    Secondly, check out the new portal experience accessed via http://supporthtml.oracle.com. On the default home page of My Oracle Support (support.oracle.com) there is a new toggle switch to enable you to check the html version or the flash version. The switch remembers your setting between sessions.

    Finally, Stay Proactive... New releases of AutoServiceRequest will be available on May 7th, take time to upgrade release. The patch is available in My Oracle Support -> Patches and Updates -> Product/Family Advanced Search -> Enter in Auto S as the product and select, then select the latest release from the version option and download.


    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]

    Sunday Apr 01, 2012

    Product Support News for Oracle Solaris, Systems, and Storage

    Hi System Support Customers,

    April Newsletter is now available

    The April, 2012 Newsletter for Oracle Solaris, Systems, and Storage is now available via document 1363390.1 *Requires a My Oracle Support account to access.

    Please take a few minutes to read the newsletter. The newsletter is the primary method of communication about what we in support would like you to be aware of. If you are not receiving the newsletter, it could be due to:
    (a) Your Oracle profile does not have the allow Oracle Communication selected (on oracle.com Sign In, or if logged in select "Account" and under your Job Role, check you have selected this box : [ ] Yes, send me e-mails in Oracle Products....
    (b) you have not logged a service request during the last 12 months.
    Oracle is working to improve the distribution process and changes are coming and once they are ready I will write more about that. But today if you don't automatically receive the newsletter all you can do is save it as a favorite within My Oracle Support and come back on the 2nd of each month to check out the changes.

    This month I am really interested to find out from you is the Newsletter providing you the type of items that you are interested in. To gather some data on that, I have a small 2minute survey running on the newsletter or you can access it [ here ]

    Finally, if you think I am missing a topic in the Newsletter, let me know by taking the survey or suggesting a topic via this blog.

    Get Proactive

    Don't forget about being Proactive. The latest updates for Systems and Solaris pages in the Get Proactive area are now available. Check out document 432.1 and learn what proactive features are available for Systems and Solaris.

    Sunday Mar 25, 2012

    What's hot in Oracle Premier Support News for Solaris, Storage and Systems - How to Patch!

    Struggling with locating patches for Sun products?

    Can't find your Oracle System Drivers? This question has been raised many times by customers and was the source of a short video in the Oracle System Support Newsletter in February 2012. The transition between SunSolve and My Oracle Support is to change how you think about the type of patch your looking for. For example, in SunSolve you might have typed e1000g if looking for an Enternet Driver.. but entering e1000g will not find anything in My Oracle Support -> Patches and Update Menu. As you need to use the Product (Advanced) search which is driven of the Product Name, therefore you need to type "Ethernet" and select the ethernet product you are looking for to locate the patches for this product.

    Just to recap that video: If you are looking for the e1000g Ethernet Driver - You need to use Advance Search and search for Enternet

    1. Log into My Oracle Support -> Select Patches and Updates -> Select Product or Family (Advanced Search).
    2. In the product line enter: Ethernet and select the product name from the menu.
    3. Check remove supersede patches - that ensure you only get relevant current patches in the results.
    4. Select Search and the results are displayed.

    Now you have more options to include the platform (Solaris,Linux etc.) if want to further narrow the search.

    Need more information?

    Log into My Oracle Support and what a short 90sec video I put together. View the 7 minute Video using Firefox/chrome – It shows searching for individual patches, Solaris, Firmware etc.

    If you are not receiving the Oracle System Support Newsletter:
    Option (a) Within My Oracle Support, make document id: 1363390.1 a favourite and revisit it on the 2nd of each month for the latest content.
    Option (b) By default the Newsletter  is sent to all customers who have logged a Service Request on an Oracle Systems Hardware Product during the last 12months, unless you have opted out to receiving Oracle Communications on your profile on http://oracle.com

    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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