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Oracle Premier Support Welcome! This webinar focuses on how to work with Support and get

the most out of your support investment.

We will review the support service request process, look at the key

features within My Oracle Support and review other valuable

resources.

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Oracle Premier Support

Dawn Quinn

Global Software Support – Primavera Business Unit

Dawn.Quinn@oracle.com

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.

Agenda

• Support Priorities

• Best Practices for Support Issues

• My Oracle Support

• Knowledgebase, Managing Service Requests, Accessing Patches, Community

• Additional Support Resources

• Q &A

Oracle Support Priorities

• Minimize system disruption through:

– Problem Avoidance

– resolving configuration and data issues that would cause processes to fail

– Self Service Resolution

– resolving problems without the need to contact Oracle Support

– Reduction in Resolution Time

– minimizing the time spent to resolve an issue

Best PracticesFor

Support Issues

Search Help, Docs,

Knowledgebase My Oracle Support (http://support.oracle.com)

Support Service Request Process

Customer has Technical or Application issue

YOU

Create Service Request

WEBMy Oracle Supporthttp://support.oracle.com

OR

US

CSI

SR is created and assigned to

a Support Engineer

Once SR is assigned, call engineer’s extension via

Oracle Support Hotline

+49.180.2000.170• Press 1 for existing Service Request•Enter SR number and #• Press 1 to confirm SR number

SUPPORT HOTLINE +49.180.2000.170Customer Care Engineer

Service Request Severity Definitions

Severity Level 4

Severity Level 3

Severity Level 2

Severity Level 1

No Business Impact

Minor Business Impact

Serious Business Impact

Critical Business Impact

No loss of service or resources

Minor loss of service or resources

Severe loss of service or resources w/o acceptable workaround

Complete loss of service or resources and work cannot

reasonably continue - the work is considered “mission critical”

When Working a Service Request…

• Documentation is essential.

• Request phone calls where appropriate

• Request Collaborative Support sessions as appropriate (Oracle Web Conference/OWC).

• Test in the standard environments.

• Monitor changes in SR status and severity.

• Communicate when a change in severity becomes necessary.

• Escalate concerns via the escalation process.

Escalating an issue means bringing Oracle Support Management attention to your Service Request.

• Escalating your Service Request will provide a direct, 2-way dialogue with a

Manager in Support.

• Escalation is not required to adjust the severity of an SR.

To change SR severity up or down, simply update the SR, ask the assigned

engineer or call the Oracle support line to request a change of Severity.

• Asking to adjust the Severity of your Service Request is NOT considered an

escalation (although severity increases may be discussed during an escalation

dialogue with a manager.)

Escalation Process

Escalation = Talking with a Manager

My Oracle Support

Access to My Oracle Support (MOS)

• Login at https://support.oracle.com

– Valid Support Identifier needed

• New Users need to register– Then, request to add Support Identifier to profile; Customer User

Administrator (CUA) will approve

• CUA - Helpful KM documents

– FAQ: Customer User Administrators - Guide for new CUAs (1098714.1)

– What to do if you have no Customer User Administrator for your CSI on My Oracle Support (1235933.1)

– How To Change User Privileges In My Oracle Support for Customer User Administrators (CUA) (1071873.1)

• Questions or Problems with registering/logging in, call Global Support

• Germany number = +49.180.2000.170

• International numbers http://www.oracle.com/us/support/contact-068555.html

My Oracle Support

(https://support.oracle.com/)

Getting Started

Quick access to Tips and Tricks. Many customizable

drop-in regions

Explore Available Knowledge

See document id 603505.1 for additional information on Knowledge Home and Searching

Browse Knowledge

Using PowerViews

Sources Available to Search

View Available Sources

Search Multiple Sources

Recent Searches

Knowledgebase Resources

• My Oracle Support Speed Trainings– My Oracle Support knowledge document # 603505.1

– Brief trainings on customizing various areas within My Oracle

Support & knowledge searching

• Primavera My Oracle Support (MOS) Tips – My Oracle Support knowledge document # 1082789.1

– Tips and tricks on using MOS, including searching the

Knowledgebase, setting up power views and more.

– Contains an MS Word attachment for you to save

• My Oracle Support (MOS) Help

– Upper right hand corner of MOS

Service Requests

Contact Preference

Service Request Profile

Initial SR

Subsequent

SRs

Patch Planning

Identify and review patches specific to your environment

My Oracle Support Community

Engage Best Practices via collaborative support

environment

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Additional Support Resources

Product Information Centers

• One Stop Shop for specific Release information

– Upgrade Tools and Tips

– Critical Patch Updates

– Announcements

• Available on the Knowledge Home page, Tools and

Training section

– Primavera P6 Enterprise Project Portfolio Management R8

– Primavera P6 Enterprise Project Portfolio Management v7

– Primavera Contract Management v13

– Primavera Portfolio Management v8

– Primavera Risk Analysis 8.7

Product Information Centers

Advisor Webcasts

• Advisor Webcasts– My Oracle Support knowledge document # 548764.1

– Link to Advisor Webcasts on the Oracle Support home page

• http://www.oracle.com/us/support/index.html

– My Oracle Support schedule, recorded or archived for replay

• Current Schedule of Live Webcasts - document #740966.1

– To register, click on the ‘Abstract’ link

• Recorded Product Webcasts and Process And Tools Webcasts

(document #740964.1)

• Upcoming Primavera Webcasts– P6 System Administrator Tips and Tricks – March 2011

– Understanding the Probabilistic Cash Flow in Primavera Risk Analysis

and How Resources, Costs and Their Uncertainty Can Affect

the Results – March 2011

A few more resources…

• EPPM Quarterly Newsletter - sign up!

– Valuable information on Primavera products, events, etc.

– View knowledge document 1174934.1 for how to subscribe

• Available NOW – Support Newsletter for Primavera customers

• Knowledge document 1280192.1

• To subscribe, email PRIMNEWS_us@oracle.com

• Primavera Welcome Center

– My Oracle Support knowledge document # 888813.1

– Links to key Primavera resources and documents

– Link to recorded My Oracle Support training

• Customer Reference Guide

– Located in guides section of the

Oracle Premier Support Resource Library on www.oracle.com

– Contact Info, web addresses, My Oracle Support usage tips