3-23 adv suppt tools db

8/6/2019 3-23 Adv Suppt Tools DB

1/59

- World Class, Industry Leading Customer Support

"This presentation is for informational purposes only and may not be incorporated into a contract or agreement"


2/59



Jack Malloch

Customer Support Manager

Global Support Services


3/59



Oracle Support Services

Advanced Tools & Resources


4/59



Oracle Support Services Evolution

Reactive

2M New Calls (SRs)

5%Online SRs

Call Center Internet ContentCenter

Self-Service

225K New Calls

95% New SRs Online

30% Fewer total SRs

100M web knowledgeInteractions

Customer Centric Svcs

Proactive

Problem avoidance

through Healthchecks &

Diagnostics

Closed loop feedbackto engineer better

products

Increased Cust Sat


5/59



What Sets Oracle Apart

Award-Winning SupportGlobal Reach and Size Scale Matters

in the Support Business

Technology Leadership

Advanced Support Technologies

Support of Full Technology Stack

Lifetime Support Policy

Comprehensive,

Simple and Predictable


6/59



Oracle Premier Support

Expect industry-leading support from the largest, most advanced

support organization in the world.

Continuous

Product

Enhancements

Advanced

Support

Technologies

Lifetime

Support

Technology

Leadership

Global Support

for Rapid

Resolution

Next-Generation Support

Sets the Industry Standard

Offered to Every Customer


7/59



Customer Support Managers

Continuously improve the relationshipbetween Global Product Support andour customers.

Work to effectively prepare our internaland external customers with education,knowledge, tools and resources.

Ensure rapid, effective adoption and

execution of the support programsdesigned to ensure customer success.


8/59



New MetaLink UI - Features

The Knowledge Browser

Diagnostics

Oracle Collaborative Support

Escalation Process

My Configs & Projects

Resources, Tools, And Best Practices


9/59



MetaLink Harness the Power

Value:Value:Troubleshoot your technology

product and application issues withthe latest tips and techniques to

solve your issues faster

Feature:Access to a knowledge-base with

over 400,000 solutions

All developed by Oracle experts

around the world

Includes a new interface and

powerful search engine


10/59



New and Improved

MetaLinkUser Interface


11/59



New User Interface - Features

Login/Logout capability

Tab/Subtab Hierarchy

Improved and simplified navigation

More real estate for viewing articles

Improved Quick Search capabilities


12/59



New User Interface


13/59



New User Interface


14/59



New Quick Search Capability

Value to you: Get the exact answers you need

Save time

Search in all categories (like original Basic search)

Or search in specific categories

Knowledge Base Bug Database

Technical Forums

Or by a specific ID #

Knowledge Base Document ID #

Service Request # Error Code

Patch #


15/59



New Quick Search Capability


16/59



Quick References forMetaLinkBasics

In MetaLink, first click Help

Next click Global Help


17/59



Improved Navigation, Organization, and

Structure for the Knowledge Base



18/59



Your StartingPlace Valueto you:

The most relevant information in the fastest possible time

Product Pages organized by popular categories

Continuously updated

Rich resource for research and problem solving,

including:

Electronic documentation

eTRM -Electronic Technical Reference Manual

Support Tools proactive diagnostics, business

flows, etc.

Search and filter options within product areas to further

refine your results list



19/59




Search within Product

Categories refines results

vs. using the general search


20/59



MetaLink

Support Diagnostic Tools


21/59



Diagnostic Tests

Server

Remote Diagnostic Agent (RDA) Ora-600 Lookup Utility

300+ DBA Scripts

Health Check / Validation Engine Rule Sets

Gather Detailed Information About Oracle Environments


22/59



Value to you: Check and document setups Avoid problems proactively Compare environments

Decrease setup, install, andupgrade times Identify multiple issues in one

test Increase self-service

efficiency Reduce time-to-resolution

MetaLink -> Knowledge /Knowledge Browser

Support Diagnostics


23/59



Support Diagnostics

Installation Guide for

Apps Diags, Note

167000.1, and key links

Good Overview of Apps Diags

1

2

3

All released diagnostics,

both DB & Apps, Note 178043.1


24/59



Remote Diagnostic

Agent

DB / Server Diagnostics


25/59



Remote Diagnostic Agent - Note: 314422.1 RDA is a set of scripts used to gather detailed

information from an Oracle environment.

The scripts are focused to collect information, that will

aid in problem diagnosis. RDA is essential for the following types of tars:

Database performance issues

Installation/configuration issues

ORA-600, ORA-7445, and ORA-3113 errors

Upgrade, migration, and linking issues

Corrective issues

Sample RDA Version 4.1



26/59



Remote Diagnostic Agent 4.1

_start.htm


27/59




Select an Index item


28/59



Remote

DiagnosticAgent 4.1

Choose a Subtopic

Opens a menu of

detailed reports


29/59




Last Error Trace File

Paste an Oracle

trace file portion

containing error

codes and search

the database for

possible matches

RDBMS Log/Trace Files


30/59



Ora-600E

rror Lookup

by Argument ORA-600 errors are raised from the kernel code of the

Oracle RDBMS software when an internal inconsistencyis detected or an unexpected condition is met.

The ora-600 tool was developed to help users addressthese errors

Look up the definition based on the first argument of theORA-600 error and have the option to search thedatabase for possible matches.

Upload an Oracle trace file containing an ORA-600 oran ORA-7445 error and have the option to look up thedefinition or search the database for possible matches



31/59



1

2

3

Ora-600 Error Lookup by Argument


32/59



Insert Call Stack Trace

info pulled from RDA

Ora-600 Error Lookup by Argument

Enter ORA-600

argument


33/59



DB Scripts



34/59



Database Scripts



35/59



Database

Scripts


36/59



DB / Server Health Checks



37/59




Application

Server

&

DB

Health

Checks


38/59



Application Server

Pre/Post Install Healthchecks

Processor type Processor speed

Network

Memory

Memory for MDR + IM

Memory for IM only

Memory for MDR only

Memory for J2EE

Memory for Portal

Memory for BI&Forms

Disk Space

Space for Infra

Space for J2EE

Space for Portal

Space for BI&Forms

Space for Dev Kit

Space in tmp

Swap space

Monitor colors

Operating system

Errata for RH 2.1

Kernel version

glibc version

gcc

pdksh

openmotif

sysstat

compat-glibc

libstdc++

setarch

gnome-libs

compat-gcc

compat-libstdc++

compat-libstdc++-devel

compat-gcc-c++

gcc_old

gcc and gcc++ links

hugemem kernel

Patch 3006854

perl link

fuser link

orarun package

Patch 3167528

semmsl

semmns

semopm

semmni

shmall

shmmax

shmmni

msgmax

msgmnb

msgmni

file-max

ip_local_port_range

limit processes

limit descriptors

Port 1521

Environment Variables

Domain name

IP address

DNS Lookup

/etc/hosts format

Oracle Home length


39/59



OracleWeb Conferencing

ForCollaborative Support


40/59



connection between Oracle Support and your system

Available from MetaLink for resolving open SRs Coordinate use with the Support Rep working your SR

Chat / Desktop Sharing / File Transfer

Oracle Collaborative Support Accessible

through OracleMetaLink

Collaborate

directly with an

Oracle Support

Engineer

A secure

encrypted


41/59





42/59




For your security:your SupportIdentifier (CSI) isused as the meetingPassword or

Conference Key

Once your name,email address &Company are

provided, you mayjoin the conference


43/59



Escalations

Bringing Management Attentionto your Service Request


44/59



Customers believe that Severity 1 issues or Increases in

Severity are Escalations this is not true.

Escalating an issue means bringing management attention

to your Service Request, and when appropriate, moreresources.

This direct, 2-way dialogue with a Manager in Support is

where the next action plan will come from.

Severity increases will be discussed during this dialogue.

Raising Severity vs. Escalations


45/59



Escalations

When to escalate?

Encounter critical roadblocks

Communicate business issues to managers within

Oracle Support

Dissatisfied with resolution or response

Escalate issues in a timely manner

Quality of escalation criteria is key:

Project deadlines?

Lost Revenue? Government reporting?

Users at your door


46/59



Escalation Process

Support Representative

Manager /

Escalation Manager

Senior Manageror Director

V.P. or

Executive

Customer

Call US: 800 223 1711Other Global Support Hot Lines:

http://www.oracle.com/support/contact.html


47/59



Escalation Process

Note 199389.1


48/59



Escalation Process

If you do choose to request escalation via MetaLink please complete and

insert the template below including all **-lines** . This will ensure

correct visibility and content.

******************* Escalation Request *******************

Reason for escalation, including business impact of the problem that

requires escalation

Business or implementation milestone, critical date(s) (milestone date or

resolve by date), along with the type of business or implementation

milestone

Name of the person requesting the escalation, contact information: phone

number, pager, email address

Customer manager escalation contact and contact information: phonenumber, pager, email address

******************* Escalation Request *******************

Excerpt from Note 199389.1


49/59



New MetaLink Functionality



50/59



Feature:

A powerful tool that automates the information exchange

between Oracle and your enterprise.

Value:

Optimization of your service requests

More proactive resolution to your issues

Faster diagnosis and problem resolution


Also see MetaLink Note

250434.1

Learn More About MyConfigs & Projects


51/59



Configs Ability to catalog all your configurations

Detailed description of business-criticalenvironments

Configurations are named collections of

hardware, operating systems, and softwarerunning on a machine

Both manual and automated configurationdescription creation and maintenance

Projects can also be associated toconfigurations

Third-party software impact



52/59




View detail of

configurationinformation

Secure

Encrypted

Upload

Support Agent

Installed on

each server

Uploads every

24hrs; low

system impact

Stored inMetaLink

Configuration

Repository


53/59




Summary Reportsgive a comprehensive

view of systems

Fix problem areas

before problems occur!

Checks against

current knowledge

base

Presents Findings,

Risks &

Recommendations:

Warnings andCautions!

Key Issues:

Availability, Integrity,

& Performance

Health Check Reports for Critical Areas


54/59


55/59



Upcoming Internet Seminarshttp://www.oracle.com/support/seminars.html

23-MAR-2006 MetaLink My Configs and Projects 23-MAR-2006 Introduction to MetaLink

29-MAR-2006 Support Diagnostic forE-Business Suite (2 times)

02-APR-2006 MetaLink My Configs and Projects

04-APR-2006 Introduction to MetaLink


06-APR-2006 Working Effectively with Support 06-APR-2006 MetaLink My Configs and Projects

12-APR-2006 Advanced MetaLink


18-APR-2006 Introduction to MetaLink



20-APR-2006 Working Effectively with Support



56/59



Summary

Access MetaLink Use My Headlines to keep up to date

Use the Knowledge Browser

Run Diagnostic Tests for DB/Server both proactively &

reactively Use OracleWeb Conferencing

Implement the Escalation Process when necessary

Begin utilizing the new features in My Configs &

Projects when enabled Provide feedback to help us keep improving MetaLink


57/59



Quick Reference

MetaLink: http://metalink.oracle.com/ WEWS User Guide Doc ID: 166650.1

RDA Info Doc ID: 314422.1

Diagnostic Tests Catalog - 232116.1

Escalation Process Doc ID: 199389.1 Severity Definitions and Support

Policies:http://www.oracle.com/support/policies.html

OWCWebsite: conference.oracle.com Quick Tutorial located in the Quicklinks box on

the right


58/59



Oracle Support Servicesoracle.com/support


59/59



3-23 adv suppt tools db

Documents