Oracle Engineered Systems

1 Copyright 2014, Oracle and/or its affiliates. All rights reserved. Oracle Engineered SystemsOracle Support Essentials & die Tools im ExadataUmfeldClarissa RohrmannOracle SupportStefan PanekCopyright 2014, Oracle and/or its affiliates. All rights reserved. |Agenda - Oracle Support Essentials Oracle Customer Services Lifetime Support Policy Oracle Support Best Practices Service Request Manager Attention ProcessAdditional Resources123435 Copyright 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Premier Support & Advanced Customer Support4 Copyright 2014, Oracle and/or its affiliates.

2 All rights reserved. | Oracle Software Support5 Copyright 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Hardware Support6 Copyright 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Lifecycle Services7 Transforming your Business Using Oracle SolutionsComplete Support for Oracle Software, Hardware and SolutionsMission Critical Support Services for All Oracle Applications and TechnologiesSuperior Oracle Product KnowledgeThe Power of Oracle in the CloudCopyright 2014, Oracle and/or its affiliates. All rights reserved. |Lifetime Support Policy8 Copyright 2014, Oracle and/or its affiliates.

3 All rights reserved. |9 Lifetime Support Policy (LSP)Lifetime Support Stages for Hardware and Operating SystemsCopyright 2014, Oracle and/or its affiliates. All rights reserved. | Access all of Oracle s support policy documentation in a single location. Find the latest Support Terms and Support Level information for your Product. Check the Lifetime Support Policies regularly for updates, and plan proactively for your projects, product upgrades, patching cycles Software, Hardware and Operating Systems BrochuresOracle Premier Support Policies10 2014, Oracle and/or its affiliates. All rights reserved.

4 |Key FeaturesSupport for Oracle Exadata11 Unlimited, 24/7 access to Oracle s software and hardware specialists Essential patches, feature enhancements, new releases, and lifetime support for covered software 2-hour onsite hardware service response (24/7)* Experienced technicians and OEM replacement parts Knowledge base access and configuration-specific update recommendations Personalized, proactive support tools Services that cover the full solution lifecycle Eligible for Oracle Platinum Services with a certified configuration*:Your system must be within an Oracle two hour service coverage areaCopyright 2014, Oracle and/or its affiliates.

5 All rights reserved. |Hardware Support OptionsHardware WarrantyOracle PremierSupport for SystemsObjectiveBasic RecourseBusiness SuccessOperating system updatesNo (separate purchase)aIntegratedsoftware (such as firmware)updatesLimited (fixes only)a24/7 support and onsite hardware serviceNo (business hours)aRapid onsite service responseNo (two business days)aProactive system health checksNoaAvoidance of self-maintenance costs incurred to augment warranty coverageNoaAvoidance of potential reinstatementfeesNoaConsistency of support across productsNoaRenewableNo (one-year only)a12 Copyright 2014, Oracle and/or its affiliates.

6 All rights reserved. | Oracle Support Best Practices13 Copyright 2014, Oracle and/or its affiliates. All rights reserved. |Support PoliciesWhat is MOS? My Oracle Support Personalized, proactive, collaborative Support portalWhat is a Support Identifier (SI)? (formerly known asCSI) Verifies eligibility for Support Services Identifies licensed products Necessary to access My Oracle SupportWho is a Customer User Administrator (CUA) Customer is responsible for maintaining Support Identifier Each Support Identifier must have an at least one CUA Multiple CUAs are encouraged and recommended for backup purposesAcronyms and Terminology14 Copyright 2014, Oracle and/or its affiliates.

7 All rights reserved. |Visit My Oracle Support Community and seek answers from Oracle experts & industry to locate a solution? Submit a Service Request through My Oracle SupportSearchFind answers fast, search the Knowledge Base for a solution 3 Service Request2 Ask the Community1 Search the Knowledge baseOracle Support Best PracticesWhen you have a question, need, or the solution may already be available. 15 Copyright 2014, Oracle and/or its affiliates. All rights reserved. | My Oracle Support Knowledge Base contains all known solutions and best practices from Oracle Support My Oracle Support offers a unified search engine that searches the Knowledge Base, My Oracle Support Community, documentation, known bugs and Patches Searching for Information16 For more details in how to effectively used the knowledge base attend the Finding Answer in My Oracle Support session Doc ID Copyright 2014, Oracle and/or its affiliates.

8 All rights reserved. |My Oracle Support CommunityMOS SearchOTN Other CommunitiesMy Oracle Support UsersOracle EngineersDevelopmentMy Oracle Support Community (MOSC)MOSC is a trusted network of supported customers, Oracle Technical Support, and Oracle employees for: Sharing ideas and knowledge Asking Questions17 For more details about how to use the Community attend the Using My Oracle Support Community session Doc ID 2014, Oracle and/or its affiliates. All rights reserved. |Creating Service RequestsWhen You are unable to locate a solution through the Knowledge Base or by asking a question in My Oracle Support s time to: Log a Service Request through My Oracle 2014, Oracle and/or its affiliates.

9 All rights reserved. |Proactive OpportunityHave all your information ready before you create a new SR19 Problem SummaryProblem DescriptionError CodesProduct, VersionSupport Identifier Files to attachBusiness impactCopyright 2014, Oracle and/or its affiliates. All rights reserved. |Service Request Creation FlowProblem Description and Business Impact20 Business ImpactExample #1 Well-defined impact statementExample #2 Insufficient detail for SupportWHATD etails of what is happening in your businessThis issue has a direct impact in our RAC production environment. One of the nodes is hanging with the errorsin the attached trace files, and the machine needs to be rebooted.

10 One of our RAC nodes is hanging daily, and we need to know the reason broad is the impact?A single user? Multiple users? Multiple global locations?Our production database has 1,100 internal users andapproximately 100,000 externalusers viainternet access. Ourusers are impactedWHENHow often is the problem occurring?We are facing the problem once or twiceperday during business hours. RAC node is hanging dailyWHYWhy is this specific issuecritical to your primary business functions?The impact is critical because it affects all of the system users. There is no acceptable workaround while we are waiting for a solution, and the system unavailability is impacting the company s revenue.