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My Oracle SupportService Request Priority Handling

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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.

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Priority Handling of Service RequestsWith an associated configuration

What this means: • Oracle will give a higher priority to your Service

Requests when associated with a configuration• Provides better information to our Support Engineers • Troubleshooting is easier and faster than the same

type of issue without an associated configuration

Who is eligible?• Oracle is piloting the program with all 10g r1, 10g r2,

11g r1 Database, E-Business Suite, Fusion Middleware, Siebel and Peoplesoft Premier Support customers

Bottom line: Better information, Faster Resolution!!!

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Overview of Collector Getting started with configuration management

Configuration Manager is a capability that automates the information exchange between Oracle and our customers.

• Enables faster resolution and proactive detection of issues

• Small piece of software that is deployed at the customers site.

• Uploads configuration information and provides our customers with:

• Targeted Knowledge

• Healthchecks

• Patch Advice

• And now Priority Handling

• Allows customers to log service requests directly against an uploaded configuration

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Overview of Collector Getting started with configuration management

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Overview of Collector Getting started with configuration management

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Configuration DashboardSee the benefits right away!

• Reduce Service Request log time by auto-populating configuration fields in the SR template.

• Reduce environmental discovery time

• By providing Product Support secure access to your customer configuration information

• Reducing cycles with Oracle Support to understand your environment

• Receive Priority Handling of all Services Requests with configurations

Once you have deployed the Configuration Manager

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Configurations and Service RequestsHow to make the association

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Configurations and Service RequestsHow to make the association

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End ResultA Win for You and Oracle

• My Oracle Support - Experience the full potential• Get higher priority for your Service Requests

• Use Configuration Manager

• Automate Information exchange • Enable faster resolution

• Experience desired Proactive Support• Through Healthchecks, Patch Advice, and Targeted

Knowledge

• Start using the Configuration Manager today

Better information, Faster Resolution, Reduced IT costs!!!

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Thank You !

12Oracle Confidential