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Best Practices for Supporting and Maintaining Oracle Database - Session ID: CON8282. Chris Warticki Global Customer Management https://blogs.oracle.com/support @ cwarticki.

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best practices for supporting and maintaining oracle database session id con8282
Best Practices for Supporting and Maintaining Oracle Database - Session ID: CON8282

Chris WartickiGlobal Customer Management

https://blogs.oracle.com/support

@cwarticki

slide3

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.

program agenda
Program Agenda
  • Introduction
  • Best Practices and Recommendations
  • Additional Tips and Resources
  • Q&A
oracle services
Oracle Services

Enabling the success of your Oracle hardware and software investments

  • Oracle Experts Helping You Succeed withYour Oracle Investments

Complete Support for Oracle Hardware, Software, and Engineered Systems

Mission Critical Support Services for All Oracle Applications and Technologies

Your Complete Training Source for Oracle Hardware and Software

Extend Your Oracle Investments to the Cloud with Value, Choice, and Confidence

oracle premier support
Oracle Premier Support

Comprehensive Coverage

Tools and Resources

Service and Support

Product Innovation

Quickly diagnose and resolve issues

  • Expert technical support
  • Rapid-response field service
  • Lifetime Support

Get the most of your Oracle products with proactive services

  • Oracle knowledgebase
  • Product health checks
  • My Oracle Support Community

Keep pace with change and capitalize on new opportunities

  • Updates
  • New releases
  • Tools to assist with patching and upgrades
top reasons for creating service requests
Top Reasons for Creating Service Requests

What we see the most:

  • Product Knowledge
  • No Alerts/Notifications
  • Research Inefficiencies
sharpen your technical functional saw
Sharpen Your Technical & Functional “Saw”
  • Product Knowledge Training Resources
    • Oracle By Example
    • Oracle Support Advisor Webcasts
personalize mos remain in the know
Personalize MOS & Remain In The Know
  • Customize your Dashboard & use PowerViews
  • Setup Hot-Topics emails
  • In addition: Support and Product Newsletters
find it the first time fast
Find it, the First time, FAST!
  • Research Efficiencies using the Knowledge Base
  • Product Information Centers
diagnostics tools resources
Diagnostics, Tools & Resources
  • Get Proactive Portfolio
  • Database Upgrade Advisors
  • Database Patching Advisors
expand your circles of influence
Expand Your Circles of Influence
  • MOS Communities
    • Demonstration Viewlet
  • Oracle Technology Network Forums
  • Oracle Blogs
    • Oracle Optimizer
    • Oracle DB/EM Troubleshooting
    • Database Upgrades
  • Twitter
  • Oracle Podcasts
  • AskTom
other helpful hints and tips
Other Helpful Hints and Tips
  • Oracle App for iPhone / Android
  • Mobile My Oracle Support
  • Oracle Events
recap recommendations
Recap Recommendations
  • Continued Product Knowledge
  • My Oracle Support Personalization
  • Proactive Alerts & Notifications
  • Research Efficiencies
  • Get Proactive Portfolio
  • Communities, Networks & Social Media
while you re at oracle openworld
While You’re at Oracle OpenWorld…
  • Support Stars BarMoscone West, Level 2
    • Oracle experts
    • Live demos
    • Mini-briefings
    • Videos
  • Support Breakout Sessions
    • Oracle Database
    • Oracle E-Business Suite
    • SQL Tuning
    • Oracle Exadata
    • Siebel CRM
    • PeopleSoft
    • JD Edwards
    • Oracle Business Analytics
    • Oracle Fusion Middleware
    • Oracle Solaris
    • Oracle RAC Cluster
    • Oracle Communications Solutions
    • Sun Server and Storage Systems
4 th annual my oracle support community meet up event
4th Annual My Oracle Support Community Meet Up Event
  • Monday, September 23
  • 6:30 – 9:30 pm
  • Join us for fun, networking, beverages and appetizers
  • Meet fellow Community members and Oracle moderators
  • Admission is free but registration is required
  • Details and registration at:
  • www.bit.ly/MeetUpEvent2013
slide19

Q&A and Important Support Resources

  • Discover more about Get Proactive:
  • http://www.oracle.com/goto/proactivesupport
  • MOS Community:
  • Learning Path:
  • Product Information Center (PIC):Database Install, Upgrade and Migration
  • Upgrade/Maintenance Advisors:
severity vs escalations
Severity vs. Escalations

Severity

Escalation

  • Bring Management Attention to the Service Request

Business Impact

  • Initate via the 800#
  • Escalation & Severity are different processes
  • Accessibility & Accountability from Support Mgmt.
  • Sev Increases and Sev1 are not Escalations
  • Escalations yield
    • Management Contact
    • Action Plan
    • Communication Plan
performance oriented support for oracle engineered systems

Patching performed by Oracle engineers

24/7 proactive remote fault monitoring

Higher support levels for Oracle stack

Faster response times

Available now for certified configurations on Oracle Exadata Database Machine, Oracle Exalogic ElasticCloud and Oracle SuperCluster

Performance-Oriented Support for Oracle Engineered Systems

ORACLE PLATINUM SERVICES

  • Proactive approach to maximizing system health and availability
  • Critical issue prevention and faster resolution
  • Reduced operational cost and IT staff workload

No Additional Cost