best practices for maintaining primavera eppm solutions
TRANSCRIPT
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Support Best Practices Justin Laurie, Principal Support Engineer Matt Leeson, Sr. Principal Support Engineer Oracle Software Support Primavera Global Business Unit
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Safe Harbor Statement
The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
3
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Support Best Practices—Maximize Business Value
DISCOVER Support Best Practices
ADOPT My Oracle Support
MAXIMIZE Premier Support Proactive Portfolio
Oracle Premier Support
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Discover: Support Best Practices
DISCOVER
Oracle Technical Support Policies
Oracle Lifetime Support Policies
Working Effectively with Support Best Practices
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Technical Support Policies
Oracle Software Technical Support Policies http://www.oracle.com/us/support/library/057419.pdf
Oracle Financial Services Software Technical Support Policies http://www.oracle.com/us/support/library/fs-software-tech-support-policies-069179.pdf
Oracle Hardware and Systems Support Policies http://www.oracle.com/us/support/library/hardware-systems-support-policies-069182.pdf
Oracle Exadata Technical Support Policies http://www.oracle.com/us/support/library/exadata-technical-support-policies-069177.pdf
Oracle Linux and Oracle VM Support Policies http://www.oracle.com/us/support/library/enterprise-linux-support-policies-069172.pdf
Oracle Hardware Warranty http://www.oracle.com/us/support/library/oracle-hardware-warranty-069192.pdf
Oracle Software as a Service Support Policies http://www.oracle.com/us/support/library/saas-support-policies-069195.pdf
Oracle Global Customer Support Security Practices http://www.oracle.com/us/support/library/customer-support-security-practices-069170.pdf
Oracle Cloud for Industry Hosting and Delivery Policies (Section 6) http://www.oracle.com/us/corporate/contracts/cloud-ind-hosting-delivery-policies-1902876.pdf
Support terms and technical support levels
http://www.oracle.com/us/support/policies/index.html
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Lifetime Support Policies
Premier Support
Delivers full system support for your Oracle hardware, operating systems and applications software with an upfront, minimum five-year support commitment that helps you plan and budget.
Extended Support
Offers an additional three years of support for select Oracle software and operating systems for an additional fee so you can effectively manage your upgrade strategy.
Sustaining Support
Provides investment protection with unlimited support for Oracle software and operating systems. Features include access to online support tools, knowledge base, pre-existing fixes, and assistance from Oracle
technical support experts.
http://www.oracle.com/us/support/lifetime-support/index.html
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Working Effectively with Support Best Practices
Find answers fast, search the Knowledge Base for a solution
Visit My Oracle Support Community and seek answers from Oracle experts & industry
peers
Unable to locate a solution? Submit a Service Request
through My Oracle Support
When you have a question, need, or issue…
ANSWERS
...chances are, an answer or solution already exists
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Support Best Practices—Portal Adoption
ADOPT
My Oracle Support Portal
Knowledge Base
Community
Engineer Initiated Chat for Service Request Management
MOS Accreditation
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Adopt: Knowledgebase PowerView
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Adopt: My Oracle Support Community Actual user experiences and advice offer an alternate source of problem resolution
My Oracle Support Community is a multi-channel interactive community where you can post questions and find answers fast
Primavera Communities
Primavera – PRIM
Unifier - PRIM
When should I use My Oracle Support Community? If you have a low severity question or problem, need advice, or if you are interested in discovering how to do something If you have been unable to locate an answer in the Knowledge Base When you have knowledge or experiences to share with your peers
Visit My Oracle Support Community and seek answers
from Oracle experts & industry peers
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Adopt: Primavera (MOSC)
Click here to view ‘How To’ Video Series
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 13
Adopt: Primavera (MOSC) – 3 Subspaces
P6 and all Primavera products except
Unifier
Unifier
Capital Planning & Investment Control (CPIC)
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Key Functions
Search/Ask
Follow
Learn more in the Getting Started Community
Adopt: My Oracle Support Community
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Enhancement Requests & Support Communities
• Submit and share enhancements yourself – and rally peers around it
• Gain insights into all Enhancement Requests (ERs) and discussion/status
• Collaborate with others on the ER and discuss alternatives or available workarounds
• Influence releases by voting
• Interact directly with product management through ER comments
Customer Value Oracle Primavera – PRIM Community
NEW!
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Primavera – PRIM Enhancement Request Community
View all captured ERs
Over 1,300 Active Users in the Community
Click on an ER to vote
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Primavera – PRIM Enhancement Request Community
Use the up arrow to cast your vote
For more information, review KM Document ID 1995605.1 Oracle Primavera Product Enhancement Request to My
Oracle Support Community FAQ
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Adopt: Engineer Initiated Chat
• Enables Oracle Support engineers to contact customers instantly online to discuss an open Service Request (SR)
• Available to all MOS Customer Portal users
• Support engineers may use chat on an open SR to: –provide a status update
–ask clarifying questions
–share detailed commands and troubleshooting information
–confirm issue is resolved
For Existing Service Requests
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Adopt: Engineer Initiated Chat Settings
• Customers control their chat availability with a new status setting in My Oracle Support. The default is set as “Available”.
• When the Support engineer assigned sees the customer is “Available”, he or she can initiate a chat. Note: Customer needs to be the primary or alternate contact on the SR.
• Chat invitation pops up and customer can accept/decline the invitation.
Chat Settings
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Adopt: My Oracle Support Accreditation
Oracle Confidential – Restricted 20
Deliver a targeted learning experience designed to increase your expertise with My Oracle Support core functions and build skills to help you leverage solutions, tools, and knowledge available to you as part of Oracle Premier Support
OBJECTIVE:
KM Document ID 1583898.1
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 21
Adopt: My Oracle Support Accreditation
3. Start the accreditation by clicking ‘Play’ for each
video.
4. Click ‘Take the Exam’ to complete the exam and get your Completion Certificate.
1. Use the Series Index to learn about the program, review FAQ and determine if
accreditation is right for you.
2. Locate Level 1 MOS path and click ‘Start’ to access the
path page.
KM Document ID 1583898.1
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Adopt: My Oracle Support Accreditation
Oracle Confidential – Restricted 22
Deliver a targeted learning experience designed to increase your expertise in supporting Primavera P6 products by increasing your knowledge of Primavera specific tools, resources and best practices
OBJECTIVE: Level 2 for Primavera P6 Products
KM Document ID 1985617.1
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
MAXIMIZE
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Oracle Premier Support Delivering Value At No Extra Cost
Get Proactive Portfolio—an integral component of your Premier Support Contract
See Primavera’s Get Proactive Portfolio – KM Document ID 1389083.1
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Read the Support Newsletter
Sign up for Hot Topics Notification
Define a Patching & Maintenance Plan
PREVENT
Prevent Issues by Staying Informed
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 26
Prevent: Primavera Support Newsletter
Latest support news including: • My Oracle Support (MOS)
updates & changes • New product releases • Upcoming events • Links to key Knowledgebase
resources
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 27
Prevent: Hot Topics Notification Settings Hot Topics Email Choose your
Preferences
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 28
Prevent: Patching & Maintenance Plan for Primavera
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Visit Product Information Centers, a one-stop shop for important resources
NEW Guided Resolution
RESOLVE
Find Answers Fast With The Right Tools And Knowledge
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 30
Resolve: P6 Product Information Center
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 31
Resolve: P6 Product Information Center
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Resolve: NEW in My Oracle Support - Guided Resolution
• Streamlines the process for solving common Primavera P6 issues. More to come for other Primavera products.
• Guides you to a technical resolution for known issues by using fact-driven logic based on your specific situation and/or configurations.
• Provides access to Oracle Primavera best practices for diagnosing issues while retaining the flexibility of filing an SR in the event that a solution is not found.
• In those cases where an SR is created, the feature is designed to record your feedback so that an Oracle Support Engineer can leverage your insight to help characterize, diagnose and resolve your issue.
32
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Demo of Guided Resolution
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Demo of Guided Resolution
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Demo of Guided Resolution
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Demo of Guided Resolution
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Demo of Guided Resolution
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Demo of Guided Resolution
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Demo of Guided Resolution
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Take Advantage of Oracle Support Best Practices
• Don’t leave value on the table
• Lower overall organizational costs through preventative maintenance
• Reduce risks and maximize uptime
• Achieve resolution faster
• Streamline and simplify your daily operation
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Support Processes, Policies, Resources, Tools, Training
Policies Resources Tools Training
Oracle Technical Support Policies http://www.oracle.com/support/policies.html
Doc ID 166650.1 - Working Effectively with Support Best Practices
Doc ID 793436.1 - Use My Oracle Support Hot Topics Email and Never Miss an Important Update
Doc ID 553747.1 - Get Proactive Essentials Webcast Series - Schedule
Oracle Lifetime Support Policies http://www.oracle.com/us/support/lifetime-support/index.html
Doc ID 1486951.1 - Primavera Product Information Center Index
Oracle Premier Support: Get Proactive! (Doc ID 1389083.1)
Doc ID 603505.1 – Discover how to use My Oracle Support Video Series
Quick Reference Links
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 42
Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |
Available Search Sources