“10 Ways to help yourself BEFORE you log a Service Request with Oracle Support !”

1. “10 Ways to help yourself BEFORE you log a Service Request with Oracle Support !” Lynn Pionkowski Customer Support Manager - Global Customer Support lynn.pionkowski@oracle.com

2. Support Investment • Support Portal • My Oracle Support & Metalink3 • Support Tools • Tools, Diagnostics, Scripts • Support Resources • Web 2.0 technologies • Plug-Ins and Add-ons • Support Education • Support Best Practices

3. Support PortalMy Oracle Support / Metalink3 • Support Configuration Manager* • Proactive alerts, notifications and subscriptions • Knowledge Base = 500,000+ solutions • Patches and Product Updates • Communities Forums* • Service Requests • Creation, Reporting, Managing • WebConferencing Support capability (new user test) • Customer-controlled User Administration • Advisor Webcasts • PSFT/JDE • Oracle – Tech, FMW & EBus

4. Support Tools • Maintenance Wizard • 200+ Oracle Diagnostic Tests • 300+ DBA Scripts • Performance Tuning Tools and Scripts • Change Assistant • Change Impact Analyzer • Performance Monitor • Upgrade Wizard • Application Deployment Manager • Script Checker Utility • Change Assistant • Support Assistant • Performance Monitor • Support Assistant • Net Change Analyzer

5. Support ToolsDBA / Developer Resources & Tools • My Oracle Support Configuration Manager • Dozens of Healthchecks and Patch advisors • 10g &11g Upgrade Companion • Remote Diagnostic Agent (RDA) • 19 pre-built tests and enhanced functions • 300+ DBA script library • Performance Tuning Tools (Unix/Linux only) • LTOM – Lightweight Transaction OnBoard Monitor • OSW – Operating System Watcher • HangFG – Hang File Generator • Stackx – Stack Trace Extraction • PL/SQL Tuning Scripts • PL/SQL Profiler • SQLXPLAIN Plan • TRACANALYZER • Ora-600/7445 Tool

6. Support ToolsEBus DBA / End-User Resources & Tools • My Oracle Support Configuration Manager • Dozens of Healthchecks and Patch advisors • EBusiness Diagnostic Support Pack • 250+ Diagnostics for the EBusiness Applications • Product Setup Diagnostics • Product Activity Diagnostics • Month-End Close Scripts for Financials • US Year End – HR • Data Collection Diagnostics • Maintenance Wizard for EBusiness Upgrades • EBusiness Applications Upgrade Tool • R12 EBusiness Information Center for Best Practices • White Paper • Upgrade Guide • Install Guide

7. Support ToolsPSFT/JDE Resources & Tools • My Oracle Support Configuration Manager • Available for PeopleTools • PSFT Enterprise 8.48+ • JDE EnterpriseOne 8.97+ • Change Assistant • Product maintenance tool for fixes and patches • Both for PSFT and JDE • Performance Monitor • Both for PSFT and JDE • Change Impact Analyzer – PSFT • Setup Assistant – PSFT • Support Assistant - JDE

8. Community Resources in Web 2.0Connecting People to People not just People to a Portal • My Oracle Support, Communities (formerly Forums)* • OTN Forums • Oracle Wiki • Oracle Blogs • Oracle Podcasts • Oracle Newsletters • Oracle Mix • AskTom • OracleCommunity.net • UserGroups • Knowledge Base, Conf. Paper Archives, Forums, WebEvents, CABs, SIG’s, RUG’s and ER Voting System

9. Support Education • Oracle University • Oracle By Example • Hundreds of step-by-step Tutorials • Server Tech and BI only* • Oracle Events • Regional • Webcasts – all archived and downloadable • Advisor Webcasts • My Oracle Support schedule and archived for replay • PSFT/JDE • Oracle – Tech, FMW & EBus

10. Support Best Practices • Advisor Webcasts • Oracle My Oracle Support/Metalink – RDBMS, FMW, EBus • Oracle My Oracle Support/Metalink3 – Siebel, Hyperion, PSFT, JDE • My Oracle Support Configuration Manager* • Introduction to My Oracle Support • Introduction to MetaLink3 • Working Effectively with Support • Critical Issue Handling and Escalations • Premier Support and Lifecycle Management • Advanced Support Best Practices • Diagnostics for EBusiness Suite • DBA Tools and Diagnostics • PSFT/JDE Change Assistant and more

11. Q & A