En OSE Oracle Cloud Support

Copyright © 2016 Oracle and/or its affiliates. All rights reserved

Oracle Support Essentials Series

Oracle Support Education & Training

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Oracle Cloud Support

Copyright © 2016 Oracle and/or its affiliates. All rights reserved.

Learning Objectives

Learn about where to locate training resources, support best practices, capabilities, and tools to help you work effectively with Oracle Cloud Support.

Start working with Oracle Support through the My Oracle Support Cloud Portal. Understand when and how to use Service Requests to get assistance

Maximize business value by utilizing the Get Proactive portfolio.

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2. Share your knowledge 3. Implement Best Practices 1. Learn what’s available 1. Learn what’s available


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• Please take a minute to answer the questions that will pop up on your screen.

• After submitting your answers, you can close the polling box.

POLLING

Quick questions before we proceed…


Agenda

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Oracle Support terms and acronyms

Oracle Cloud Support portal

Oracle Cloud Service Request flow

Additional Resources

Q&A

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Terms & Acronyms

Terms to know

Cloud Support Portal/ My Oracle Support Portal

Web portals to access Knowledge Base, Communities, and Service Requests.

http://support.oracle.com/

Support Identifier (SI) Sometimes also Customer Support Identifier (CSI)

Issued when subscribing to new service or product

Verifies eligibility for Support Services

Identifies licensed/subscribed products, necessary to access My Oracle Support or Cloud Support portals

Customer User Administrator (CUA)

Each SI must have at least one CUA (multiple CUAs recommended)

During subscription, buyer can dedicate 2 people as Service and System Administrators (who will be auto-provisioned)

Service Request (SR) Request for technical assistance on Cloud Support portal.

Equivalent to case, incident, or ticket.

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Agenda





Q&A

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Oracle Cloud Support Navigate to: http://support.oracle.com


Cloud Support Portal vs. My Oracle Support Portal

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Cloud Support Portal - Dashboard

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SRs logged by you

SRs logged by other

users

Switch to My Oracle

Support

My Account Settings and

Logout

Create new Service Request


• Personalization – Language

– Contact method

– Accessibility options

• My Account – Contact information

– Phone

– Time zone

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Cloud Support Portal - Settings


Cloud Support Portal – Settings: Request Access for Support Identifier

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Cloud Support Portal – Registration

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Cloud Support Portal – Settings: Administration CUAs ONLY

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Learn More: MOS Essentials – CUA: Doc ID 1540337.1 Cloud CUA Video: Doc ID 2072499.1


Cloud Support Portal – Settings: Administration CUAs ONLY

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Cloud Support Portal – Settings: Administration - Audit feature CUAs ONLY

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Cloud Support Portal – Site Alert

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Cloud Support - Service Requests

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Service Request Filters

Sortable Columns

Create new Service Request

Switch to My Oracle

Support hint

Copyright © 2016 Oracle and/or its affiliates. All rights reserved. 18

Search bar

Filters

Search Results

Cloud Support - Knowledge


Cloud Support - Knowledge

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Displayed document

Access next documents or

go back to search results

Information Center

document


• Platform to – Share information

– Post questions

– Collaborate with peers

• You may have to register to access communities hosted in the Oracle Applications Customer Connect Community.

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Cloud Support - Communities


Agenda





Q&A

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Quick questions before we proceed…

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• Please take a minute to answer the questions that will pop up on your screen.

• After submitting your answers, you can close the polling box.

POLLING


Create Service Request

• If you are unable to find solution through Knowledge Base and Communities

• For Cloud Specific Requests – P2T refresh

– Zone configuration

– Setup request

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Create Service Request button

Create SR using icon pre-populates Service

Type/Name fields


Create Service Request – Problem Description

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Easy 3-step process

Select Problem Type

Carefully

Verify contact

information

Set the Severity

Answer all mandatory

and optional questions

Proceed to next step


Create Service Request – Problem Type – Guided Solution

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Select Problem Type

Guided Solution


Create Service Request – Additional Details

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Provide additional

details

Upload screenshots, log files, etc.

Proceed to next step


Create Service Request – Confirmation

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Partnership

Severity Levels and Business Impact

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Severity Level

Business Impact Technical Impact

1st Response Update Frequency Resolution

Time

1 Mission Critical Business Impact

< 1 Hour (telephone preferred) Continual Updates 24x7

Co-Owned

2 Serious Business Impact Communication Preference Multiple Updates 24-48 hours

Co-Owned

3 Minor Business Impact Communication Preference Updates 2-3 Business Days

Co-Owned

4 No Business Impact Communication Preference Updates 3-5 Business Days

Co-Owned For Severity if you do not have the resources to work 7x24, uncheck it option.


When working a Service Request…

Service Request Header Fields

Action Buttons

• Documentation is essential (complete and structured)

• Monitor changes in your Service Request and reply promptly

• Request phone calls and web conferences where appropriate

• Call Support when a change in severity becomes necessary

• Request managerial attention concerns via the escalation process.

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Requesting Manager Attention to a Service Request

• Engaging the Manager’s Attention will facilitate the creation of an Action Plan to resolve the issue with your Service Request.

• Request Management Attention when :

- the SR is not progressing in a manner that will meet your project milestones, implementation or upgrade plans

- you urgently need to communicate important business issues to a managers

- you are dissatisfied with the resolution or response to a Service Request

• Call Support

- Find the local number to call at www.oracle.com/support/contact.html

• Speak with the analyst regarding your specific, immediate need and any applicable business impact

₋ Need a call back: Request that a manager call you back and provide your contact information

₋ Do not need a call back: Provide detailed information you would like conveyed to the manager

• More information is available on Document 199389.1 – How to Request Management Attention to a Service Request (SR) with Oracle Support Services

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

https://support.oracle.com/rs?type=doc&id=199389.1



My Oracle Support - How to export a list of Service Requests. MICROS and Cloud Users.

• Learn More by reviewing Service Request How To Doc ID 1544005.2

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Use Icons To Guide Your Learning Experience

Help Documentation at your fingertips My Oracle Support and Cloud Support Portal documentation. Find it from the Help link in the top right corner of most pages in both portals.

Oracle Support Essentials Webcasts Live instruction, Q&A. If you miss a webcast, they are repeated. The How To Series covers similar content in a step-by-step approach. Doc 553747.1

My Oracle Support ‘How To’ Series Detailed training videos, documentation. Latest how-to content, webcasts, self-paced replay. Select a feature or role to get started. Doc 603505.1

Advisor Webcast Series for interactive learning Review the current schedule and archived recording for your product. Find a webcast of interest. Doc 740966.1

Get Proactive Portfolio for your products Check out the Get Proactive Portfolio for your products. Get familiar with the top proactive tools. Doc 432.1

Oracle Support Accreditation learning Leverage the Oracle Support Accreditation portfolio of portal and product accreditations. Get accredited today. Doc 1583898.1

Get Proactive Events Calendar Stay Informed about Upcoming Events. Doc 125716.1





https://support.oracle.com/epmos/faces/DocumentDisplay?id=1583898.1



Stay Informed Using Oracle Support Blogs

Oracle Support Blogs are based on Oracle Support analysts experience, technical knowledge, and product training.

They provide information relating to: Product news, technical insights, how to use support tools, and other interesting topics to enable you to get the most from your Oracle Support Experience.

Support Blog access

Directly - https://community.oracle.com/community/support/support-blogs

Via the Support Product Index (Document 222.1)

Search for ‘Product Support Blogs’ in My Oracle Support

How to subscribe to blog postings (short video)

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https://community.oracle.com/community/support/support-blogs









Questions

• If you have questions now is the time to ask them.

• Post your question into the Webex Chat feature and I will read out the question and provide the answer.

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Thank you for attending this Oracle Support Essentials session.

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Documents

En OSE Oracle Cloud Support