Jack Malloch Product Service Advisor

1. Global Support Services Jack MallochProduct Service Advisor

2. Oracle Support Services Evolution Call Center Internet Content Center Customer Centric Svcs • Proactive • Problem avoidance through Healthchecks & Diagnostics • Closed loop feedback to engineer better products • Increased Cust Sat • Self-Service • 225K New Calls • 95% New SRs Online • 30% Fewer total SRs • 100M web knowledge Interactions • Reactive • 2M New Calls (SRs) • 5% Online SRs

3. What Sets Oracle Apart • Award-Winning Support • Global 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

4. Introducing Oracle Premier Support

5. Key Elements of Premier Support Rights to Fusion Applications Global Reach Continuous Product Enhancements Global Support for Rapid Resolution Advanced Support Technologies Award-winning, world-class support The largest, most advanced support organization in the world.

6. Product Service Advisors • Continuously improve the relationship between Global Product Support and our customers. • Work to effectively prepare our internal and external customers with education, knowledge, tools and resources. • Ensure rapid, effective adoption and execution of the support programs designed to ensure customer success.

7. Resources, Tools, And Best Practices New MetaLink UI - Features The Knowledge Browser Diagnostics Oracle Collaborative Support Escalation Process “My Configs & Projects” “Maintenance Wizard” (Upgrade Assistance for 11.5.10)

8. MetaLink – Harness the Power 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. Value: Troubleshoot your technology product and application issues with the latest tips and techniques to solve your issues faster.

9. New and Improved MetaLink User Interface

10. New User Interface - Features • Login/Logout capability • Tab/Subtab Hierarchy • Improved and simplified navigation • More “real estate” for viewing articles • Improved “Quick Search” capabilities

11. New User Interface

12. New User Interface

13. 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 #

14. New Quick Search Capability

15. Quick References for MetaLink Basics In MetaLink, first click “Help” Next click “Global Help” Revised On Demand Seminars – due in Feb ’06 http://www.oracle.com/support/seminars.html

16. Upcoming Internet Seminarshttp://www.oracle.com/support/seminars.html • 24-Jan-2006 - Working Effectively with Support • 25-Jan-2006 - Support Diagnostic for E-Business Suite 11i - Basic (3 time slots available) • 26-Jan-2006 - Introduction to MetaLink • 01-Feb-2006 – MetaLink My Configs & Projects • 07-Feb-2006 - Introduction to MetaLink • 08-Feb-2006 - Support Diagnostic for E-Business Suite 11i - Advanced (3 time slots available) • 09-Feb-2006 - Working Effectively with Support • 15-Feb-2006 - Advanced MetaLink

17. The Knowledge Browser Improved Navigation, Organization, and Structure for the Knowledge Base

18. The Knowledge Browser Your Starting Place • Value to 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. The Knowledge Browser Search within Product Categories refines results vs. using the general search

20. MetaLink Support Diagnostic Tools

21. Support Diagnostics • Value to you: • Check and document setups • Avoid problems proactively • Compare environments • Decrease setup, install, and upgrade times • Identify multiple issues in one test • Increase self-service efficiency • Reduce time-to-resolution • User-friendly tools available • Support Diagnostics for E-Business Suite Applications • Database – Remote Diagnostics Agent and Database scripts • Applications Server Health Checks • MetaLink -> Knowledge / Knowledge Browser

22. Support Diagnostics 1 All released diagnostics, both DB & Apps, Note 178043.1 Installation Guide, Note 167000.1, and key links 3 Good Overview 2

23. Support Diagnostics Remote Diagnostic Agent

24. DB / Server Diagnostics 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

25. Remote Diagnostic Agent 4.1 SUN05_start.htm

26. Remote Diagnostic Agent 4.1 Select an Index item

27. Remote Diagnostic Agent 4.1 Opens a menu of detailed reports Choose a Subtopic

28. Remote Diagnostic Agent 4.1 Paste an Oracle trace file portion containing error codes and search the database for possible matches RDBMS Log/Trace Files Last Error Trace File

29. DB / Server Diagnostics Ora-600 Error Lookup by Argument • ORA-600 errors are raised from the kernel code of the Oracle RDBMS software when an internal inconsistency is detected or an unexpected condition is met. • The ora-600 tool was developed to help users address these errors • Look up the definition based on the first argument of the ORA-600 error and have the option to search the database for possible matches. • Upload an Oracle trace file containing an ORA-600 or an ORA-7445 error and have the option to look up the definition or search the database for possible matches

30. DB / Server Diagnostics Ora-600 Error Lookup by Argument 1 2 3

31. Ora-600 Error Lookup by Argument Enter ORA-600 argument Insert Call Stack Trace info pulled from RDA

32. Support Diagnostics DB Scripts

33. DB / Server Diagnostics Database Scripts

34. DB / Server Diagnostics Database Scripts

35. Support Diagnostics DB / Server Health Checks

36. DB / Server Diagnostics Application Server & DB Health Checks

37. Application ServerPre/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

38. Applications Diagnostics Test Types: • Collection - A test that gathers information relevant to a particular problem • Diagnostic -A test that gathers information, examines that information,provides feedback and suggests appropriate actions Delivery Mechanisms: • Standalone -A test that runs in SQL*Plus or UNIX shell environment. Downloadable from MetaLink. • Oracle Diagnostics (OD) -A Java test that requires the Oracle Diagnostics framework (JTF) for execution. Updated packs released monthly.

39. Oracle Diagnostics (OD) vs. Support Diagnostics • Oracle Diagnostics (OD) • Part of the standard E-Business Suite software • Developed and maintained by a development team • Oracle Diagnostics (OD) framework is used for Support Diagnostics tools execution • Product: Oracle Applications Manager • Support Diagnostics • Set of support diagnostics tools • Developed and maintained by Support Diagnostics team (part of Support) • Usually executable through Oracle Diagnostics(OD) framework • Product: Support Diagnostics Project

40. Features of the Latest Diagnostics 2.3 New Features • Login procedure - Username password is prompted for prior to entering OD, eliminates the need to enter username/password each time a test is run • Diagnostic tools search - Search by product and entered keywords • Batch Process - Allows for multiple tests to run concurrently, multiple products and multiple tests may be selected • Upload to Oracle Support Services - Enables possibility to upload a test output directly to Oracle Support Services Enhanced Features • LogViewer - More user-friendly (user still can only view logs of his/her previous executions) • Saving Output - Simplified way to save the diagnostic tool output

41. Applications Diagnostics Applications Diagnostics DB / Server Diagnostics

42. Sample Applications Report Potential Issues How to fix it

43. Sample Applications Report Period Close Problem How to fix it

44. Oracle Web Conferencing For Collaborative Support

45. Oracle Collaborative Support • Accessible through Oracle MetaLink • Collaborate directly with an Oracle Support Engineer • A secure encrypted connection between Oracle Support and your system • Available from MetaLink for resolving open SR’s • Coordinate use with the Support Rep working your SR • Chat / Desktop Sharing / File Transfer

46. Oracle Collaborative Support

47. Oracle Collaborative Support • For your security: your Support Identifier (CSI) is used as the meeting Password or Conference Key • Once your name, email address & Company are provided, you may join the conference

48. Escalations Bringing Management Attention to your Service Request

49. Raising Severity vs. Escalations • Escalating an issue brings more management attention to it, and when appropriate, more resources • This does not automatically mean that the severity level of the SR needs to be changed

50. 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