1. Working Effectively with Oracle Support Services
Evelina Károlyi
Product Support Manager
Bulgaria
Welcome everyone to the Working Effectively with Support presentation. My name is … and I have worked in Oracle Support Services for
approximately (5 years). Oracle is the proud recipient of The Service & Support Professionals Association STAR award and the WebStar Service award. Oracle also received a Stevie award for Best Support Organization. We are excited that you are interested in learning about how to work more effectively
with our award winning services.
To Ensure Your Business Success

2. Agenda
Goal: To Improve Your Working Relationship With Support and Take the Most of it
Introduction
Overview of Support Terminology
Working with Support
Severity Definitions/Settings
SR handling
Escalations
Innovative Tools: Metalink Advanced, Diagnostic tools
Oracle Web Conferencing
Q&A
First of all our agenda for today. We’re going to start with a small recap of the basics. We’ll then move on to working effectively with the support organization
- including some best practices, tools and programs to use, as well a section on escalations.
We will also be giving a short demonstration of ODC and MetaLink. An at the end, we have a Quick reference sheet that will provide some helpful URLs
and documents.
I would like to suggest that all possible upcoming questions during the presentation are noted down and kept till the end of the presentation so they can all be answered during the Q&A session at the end.

3. Global Support Centers
Reading
United Kingdom
GSC
Toronto
Colorado
Springs
India GSC
Orlando
Americas
GSC
Bangalore
Lets start at the beginning to give everyone an idea of where our support centers are located around the world. Support is truly a global organization - with centers all around the world including 6 Global Support Centers. These GSCs are located in the UK, Australia, India, Canada and the US. These centers work together to provide Oracle’s customers with support in English 24 hours a day.
In addition to the Global Support Centers there are many local support centers around the world, like the one in Belgium.
Melbourne
Australia
GSC

4. Support Terminology Support Acronyms and Terminology
What is ... / How …
A CSI Number?
Customer Service?
Contact Customer Service
A SR - SR Number – MetaLink?
Now that we have an understanding about the support centers and where they are around the world...
Before we go any further, I would like to go over some of the support terminology.
In particular… what is….
-A CSI Number?
-Customer Service?
-A SR Number?
-MetaLink ?
-an iSR?

5. CSI Numbers Your Key to Accessing Oracle Support What is a CSI Number?
CPU Support Identification Number
Why is it Important?
Used to Verify Eligibility for Support Services Requested
Allows Tracking of SRs for a Specified License
Identifies Your Account Information
Allows Tracking of Updates, Patches for a Product/License
Where do I Find it?
Packing Slip
Support Sales Representative
Customer Service
CSI number is your key to getting support -
It tells us who you are, what products you have, and what level of support you are entitled to.
It’s important to use the correct CSI - some customers have multiple CSIs that are broken down by different products or different projects…
When contacting support it is important to use the CSI number that’s appropriate for the products you’re inquiring about
If you’re not sure of your CSI, please check your packing slip or contact your Support Sales Rep. You may also contact support and select the non-technical option for Customer Service. Your PO# or order# will help us locate the CSI connected with your products.

6. Customer Service Customer Service is the organization responsible
for providing customers non-technical support
services, including:
CSI Information
Maintaining / Updating Customer Data
Other Non-Technical Info
Contacting Customer Service:
Call your local Oracle office ( )
Customer Service is the non-technical arm of Oracle Support. They have the expertise to help customers with their non-technical issues.
They help you by:
Providing CSI information,
Maintaining customer data
You can contact Customer Service by using the hotline number listed here and selecting the “non-technical issues” option.

7. SR - SR Number – MetaLink - iSR
SR (Service Request) = TAR (Technical Assistance Request)
SR Number is the tracking or reference number for an issue reported to Oracle Support (always linked to CSI Number)
MetaLink is the electronic/on-line Oracle Support Service
iSR (Internet Service Request) = a Service Request logged using Metalink
Enhancement Request – request for including a feature not initially planned in the product
Bug – code malfunction causing the product not behaving according to the documentation
The next Term I would like you to be familiar with is SR – Service Request. The acronym TAR (Technical Assistance Request) has actually been replaced with SR or Service Request as Support moves from a proprietary back-end support application to our e-business support tools. Many long-time Oracle users will continue to use these terms interchangeably. Keep in mind that there is no difference between a TAR and a SR.

8. Working Effectively With Support
Now that we’re all on the same page with Oracle’s terminology, let’s talk a little bit more about working with support.

9. SR Severity Definitions (1)
Severity Level 4 (No Business Impact)
You experience no loss of service. The result does not impede the operation of a
system.
Severity Level 3 (Minor Business Impact)
You experience a minor loss of service. The impact is an inconvenience, which may
require a workaround to restore functionality.
Severity Level 2 (Serious Business Impact)
You experience a severe loss of service. No acceptable workaround is available;
however, operation can continue in a restricted fashion.
For details check the Technical Support Policies document
Next to a tracking number for a SR, there is also a Severity number. These Severity definitions are taken from the external Oracle website from the Technical Support Policies for which the URL will be provided in the Quick Reference Sheet at the end of this session.
Severity is equally important..... as a customer you are the one most familiar with the business impact of your situation. It’s up to you to translate that business impact into support’s terminology so that the severity level is appropriately set.
Lets review the meaning of the different severity levels.
Sev 4 - No loss of service or resources. Minor error or notification of documentation error.
Sev 3 - The problem or product defect causes minimal loss of service. The impact of the problem or defect is a minor error or an inconvenience, such as a manual bypass to restore product functionality.
Sev 2 - The problem or product defect causes a severe loss of service. No customer-acceptable workaround is available, however, operations can continue in a restricted fashion.
Sev 1 - The problem or product defect causes complete loss of service and work cannot reasonably continue. The work in question is mission critical to your business and the situation is an emergency.
You can now log an iSR via MetaLink for all severities including Severity 1.
Use MetaLink iSR for all Severities

10. SR Severity Definitions (2)
Severity Level 1 (Critical Business Impact)
You experience a complete loss of service. Work cannot reasonably continue, the
operation is mission critical to the business and the situation is an emergency. A
Severity 1 SR has one or more of the following characteristics:
Data corrupted
A critical documented function is not available
System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
System crashes, and crashes repeatedly after restart attempts
24 Hour Commitment to Severity 1 SRs: OSS will work 24x7 until the issue is
resolved or as long as useful progress can be made. You must provide OSS with a
contact during this 24x7 period, either on site or by pager, to assist with data
gathering, testing, and applying fixes. You are requested to propose this
classification with great care, so that valid Severity 1 situations obtain the necessary
resource allocation from Oracle.
Use MetaLink iSR for all Severities

11. SR Severity Settings
Answering the following questions ensures your iSR is logged at the Severity you require:
Can you easily recover from, bypass or work around the problem?
(Yes/No)
Does your system or application continue normally after the problem occurs?
Are the standard features of the system or application still available; is the loss of service minor?
Severity 1 setting for an iSR is based on the Yes/No answer provided on the question: ‘Are you experiencing a mission- or business-critical loss of service that requires immediate and continuous effort to resolve?’ within the second screen or step of the Metalink iSR creation process.

12. SR Handling – how we work?
All severity 1 and 2 SRs are immediately assigned to an available expert
All severity 3 and 4 SRs are only assigned during country working hours
If your SR happens to get assigned to an expert in another timezone, and this is negatively infulencing the collaboration, you can ask for the SR to be reassigned to an Engineer in the European timezone (repatriation)
All Severity 1 SRs are served 24*7
For an escalated severity 2 SRs you can explicitely ask for 24*7 service.

13. SR Handling – what can you do?
Make sure your SR’s severity correctly reflects the seriousness of the problem. Let us know if it changes over the time
You dictate the speed
Please provide complete and objective information. Use our diagnostic tools for collecting supplementory information
Let us know your expectations and your opinion. Did you check Metalink?
Avoid reporting different problems in one SR
Be prepared for remote connection with our Engineers

14. Questions to Help Us Understand Your Environment
Do you have internet access?
Have you tested remote connection?
Do you have multiple test environments?
Do your test environments mirror production?
Does your implementation schedule allow adequate time for testing?
Do you have the skills for the products involved?
Do you maintain a system log book to track changes?
Do you have a process that manages patches and patch testing?
Equally important as knowing your environment is communicating it, and having the appropriate infrastructure in place to facilitate problem resolution
For example,
You should ensure that you have the appropriate dial in or ODC access for support before you encounter a Severity 1 SR situation, or if you are trying to
test patches supplied to you by support on your test environment, the test environment should exactly mirror your production environment.
Have you allowed enough time for adequate testing in your implementation schedule… very important but frequently left out…
Maintaining a system log book to track changes is also important. It will help you communicate all the pertinent information to support as well as internally when there are changes in project management.

15. Framing the Issue Clear problem statement: object/defect
Is the problem reproducible?
Test and Production?
Review recent changes that were implemented
Review Templates and gather all information required
Review our knowledge content on MetaLink
Forums
Top Tech Docs
Contact Support – iSR
Another tactic that successful customers utilize is what we refer to as “framing the issue”. This involves the assumption that Support knows nothing at all about your problem. Regardless of the severity, the time to SR resolution is decreased if you, as the customer, open your Service Request in as comprehensive a manner as possible.
The way to do that is outlined in this slide.
It is extremely important to properly state your problem as clearly as possible including both the object and the defect
Additionally, you should gather all the pertinent information and fill out the templates in MetaLink as thoroughly as possible when logging the SR. Sooner or later all of of the questions will need to be answered, so you can save yourself valuable time by answering them initially.
Another useful technique is to gather additional information by asking investigative questions on the Forums in MetaLink or searching the knowledge base. If you have found any information there and tried it, you’ll want to inform your Support Representative know as well.
Equally important is to check if the problem occurs in both the test and production environment. This is something you will be asked and it will save time if you have the answer ready.
In summary, the more thorough you are up front in the research, documentation, and description of your problem, the more quickly support can start focusing on identifying the root cause of your problem. This gets the partnership off to a good start.
A problem well stated is a problem half solved

16. SR Handling – how do you feel about our service?
SR Survey mail notification sent to you when the SR gets hard closed – your opinion on the service received on that particular SR
Helps Support Management to evaluate and take actions accordingly

17. How to get extra help when you need it…
Escalations
How to get extra help when you need it…
I would like to outline the procedures for customers to follow when you have done all of this and you still do not seem to be getting the support you need?
What can you do to get extra help? When and how to escalate?
This next section is all about escalations, what they are and how the process works.

18. Why escalate?
In some cases the SR resolution process may not match your business needs
Some examples
Project milestone is within 1 week and is on critical path, with concern about problem resolution by this date
Erroneous functionality is causing major extra work / costs for the business and more progress in the resolution is required
In such cases you can escalate your Service Request
Examples:
- Project milestone is within 1 week and is on critical path, with concern about problem resolution by this date
- Erroneous functionality is causing major extra work / costs for the business and more progress in the resolution is required

19. Raising Severity vs. Escalations
Escalating an issue brings more attention to it, and when appropriate, more resources. This does not automatically mean that the Severity level of the SR will be changed.
If the Severity level of the SR becomes inappropriate over time, it may be raised by mutual agreement between the Oracle Support Representative and the Customer.
To clarify before I go further, I want to bring something up that I think causes a lot of confusion to customers.
Escalation means bringing management attention to your issue. It does not automatically mean that the Severity level of the SR will be raised.
It is important to understand that there is a difference... raising the severity means that the business impact is different than originally assessed and by changing that severity, the Support Rep can properly prioritize the SR in his/her queue. It does not mean that a Manager in support has become involved in the resolution of the SR.

20. Managing Escalations Escalate issues in a timely manner
Quality and timeliness of information is key:
Support relies on the customer to communicate the relative importance of critical issues
What is your escalation criteria?
Project deadlines?
Lost Revenue?
Government reporting?
Users at your door (CIO/CFO)
A couple of key points to remember about escalating:
Escalate in a timely manner.
Escalations are not a bad thing, it is a way of communicating your business needs to Oracle.
Quality and timeliness of information is key.
Just as we suggest that you stay on top of the progress of your SR, it’s equally important to stay on top of the progress of your Escalation.
Another thing we like to suggest is to Use MetaLink as much as possible. For example, if you are going to escalate a SR, use the Update feature in ML to provide as much information as you can about why you are escalating. This allows the manager to review your situation and gather some facts before he or she contacts you. This will move the process along more effectively.
Keep in mind that SR updates, voice mail or requests may not be reviewed immediately and may contribute to delays in acknowledging and handling your SR escalation. To avoid delays in handling and acknowledging your escalation request, call Support and ask to escalate your critical SR after updating the reasons via MetaLink.

21. How do you request escalation?
Updating the SR with requesting escalation
Calling Support to request escalation
A combination of the above two methods *
In all of the cases, be prepared to provide your business justification
* We encourage you to call Support. Check for your local Support contact number on the Support page on Our new Support hotline number:
To clarify before I go further, I want to bring something up that I think causes a lot of confusion to customers.
Escalation means bringing management attention to your issue. It does not automatically mean that the Severity level of the SR will be raised.
It is important to understand that there is a difference... raising the severity means that the business impact is different than originally assessed and by changing that severity, the Support Rep can properly prioritize the SR in his/her queue. It does not mean that a Manager in support has become involved in the resolution of the SR.

22. What can you expect?
The Support Manager becoming the escalation owner will call you in abt 30 minutes to:
Agree on proposed action plan, including identifying owners for each action
Ensure customer milestones and/or implementation dates are clearly understood
Agree the date and time for the next update
Agree the de-escalation criteria with Product Support
and will ensure these are documented in the SR
To clarify before I go further, I want to bring something up that I think causes a lot of confusion to customers.
Escalation means bringing management attention to your issue. It does not automatically mean that the Severity level of the SR will be raised.
It is important to understand that there is a difference... raising the severity means that the business impact is different than originally assessed and by changing that severity, the Support Rep can properly prioritize the SR in his/her queue. It does not mean that a Manager in support has become involved in the resolution of the SR.

24. Escalations: Still Progress Unsatisfactory?
You can consider escalating to the next Management level –
The one corresponding to the level the issue is
escalated at your organization
Vice President
Director
Senior Manager
So now that we’re clear on the difference, let’s talk about the escalation process.
Basically, a customer can use this process at any time they feel more resources are needed to work their SR or they are dissatisfied with the support they’ve received to date.
Let me give an example:
Sev 2 SR - open for 2 weeks - support has been helpful and some progress has been made - but you’ve got a deadline in 10 days time that you have to meet and you’re concerned you’re not going to make it…. This is a perfect example of when you would use the escalation process…
To initiate the escalation, you would notify the Support Rep that you wish to speak to the Manager. The Manager would review the issue before calling you back in about 30 minutes.
When talking to the Manager, you want to be sure to adequately convey the business impact of the issue. You and the Manager or escalation owner will negotiate an acceptable action plan or steps to resolve the issue - which may include applying any additional available resources.
If escalating to the Manager does not work, you can continue to escalate up the chain in support, provided that you escalate up your chain as well.. Directors talking with Directors, etc.
A couple of other examples of when you might escalate include: difficulty with a particular analyst or lack of responsiveness from support.
How to request for escalation?
- Update the SR with the request for escalation. The owning engineer will pick up your update and action upon.
If you are unable to get in touch with your Support Representative working your issue, call Oracle Support Services and select one of the options from
the technical menu. When you reach a Support Representative, provide the SR number and ask for the SR to be escalated. The Support Representative will then engage the necessary people (Managers) who will work with you to develop an action plan.
Manager
Support Representative

25. SR Status Codes Support: NEW New SR WIP Work In Progress RVW Review
Customer:
Development:
NEW New SR
WIP Work In Progress
RVW Review
1CB 1st Callback
2CB 2nd Callback
IRR Immediate Response Required
INT Awaiting Internal Response
WCP Waiting for Customer to apply Patch
CUS Waiting on Customer
SLP Sleep until Customer Available
LMS Left Message
SCL Soft Close
HCL Hard Close
DEV Assigned to Development
… MetaLink is where you would find that information and what you would be looking for is the status currently assigned to your SR.
When you look at the SR in MetaLink you will actually see the status spelled out as you see here in the column on the right, occasionally a support representative may refer to the status by its abbreviation since that’s how they see the status internally.
The ones that you want to pay the closest attention to are the ones in blue because these indicate that the ball is in the customer’s court.
<review - wcp, cus, slp, lms, scl, hcl - clarify difference btw hcl/scl>
Soft Close
We use Soft Close as an inactive status when a solution has been provided that should fix the problem. The Service Request can be continued by putting an update in the SR. The Soft Close status is not intended to signify that you are in agreement that the issue is resolved but rather that a solution has been provided. The default time for a soft closed SR to change automatically to hard close is 14 days. Once the SR is in a HCL status you will be unable to reopen that particular service request. If you need additional time before your SR moves into a hard close status, ask your Support Representative to soft close the SR for a time period you are comfortable with.
Although these are not all the codes, the ones listed at the top in the Support section reflect the most commonly used codes. Just to be clear, the 1CB and 2CB refer to customer attempts to contact support whether it be by telephone or by an update in MetaLink.
The DEV status means that Development is involved. Most of the time that means that a bug has been filed. Once a bug has been filed, the appropriate way to track the status of that bug is through the bug database in MetaLink rather than the Service Request section.

26. Innovative Tools and Programs
Let us help you solve the problem faster…
Oracle also has tools available that will assist support in viewing customer data so that they can quickly identify the problem and perhaps provide a faster resolution. We’ll be discussing the Remote Diagnostic Agent and Oracle Direct Connect in the next couple of slides…

27. Metalink Advanced Techniques
Demo: metalink.oracle.com
Knowledge Browser (Top Tech Docs)
Advanced Search and Quick Links
Certify & Availability
Patches
User Profile
You might also choose to view our Advanced Metalink recorded web-sessions at:
And off course , there is Metalink:
You can increase your support alternatives by searching the Knowledge Base for information that could possibly solve your problem.
Use the Forums to ask general product questions and receive feedback from oracle Support. You can also share information and ideas with other Oracle users in the Forums.
You can download Patches and Patch sets directly from MetaLink
Users can save time and work at their convenience by viewing, logging or updating SRs via MetaLink instead of calling into Oracle Support.
You can search for Bugs by bug number or by other search criteria such as product, product version, platform, or status.
It’s very quick and convenient and most importantly you have 24 x 7 access.
e-Business is the future!

28. Diagnostic Tools Diagnostic Tools Demo: metalink.oracle.com
Two types of tests:
Collection
Diagnostic
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
Principles:
Diagnostic tests do not perform any changes on the data and do not list company-sensitive information
And off course , there is Metalink:
You can increase your support alternatives by searching the Knowledge Base for information that could possibly solve your problem.
Use the Forums to ask general product questions and receive feedback from oracle Support. You can also share information and ideas with other Oracle users in the Forums.
You can download Patches and Patch sets directly from MetaLink
Users can save time and work at their convenience by viewing, logging or updating SRs via MetaLink instead of calling into Oracle Support.
You can search for Bugs by bug number or by other search criteria such as product, product version, platform, or status.
It’s very quick and convenient and most importantly you have 24 x 7 access.
e-Business is the future!

29. Oracle Web Conferencing
OWC Demo: metalink.oracle.com
And off course , there is Metalink:
You can increase your support alternatives by searching the Knowledge Base for information that could possibly solve your problem.
Use the Forums to ask general product questions and receive feedback from oracle Support. You can also share information and ideas with other Oracle users in the Forums.
You can download Patches and Patch sets directly from MetaLink
Users can save time and work at their convenience by viewing, logging or updating SRs via MetaLink instead of calling into Oracle Support.
You can search for Bugs by bug number or by other search criteria such as product, product version, platform, or status.
It’s very quick and convenient and most importantly you have 24 x 7 access.
e-Business is the future!

30. “Collaborative Support” – Vision
3rd Party / Partner
Support Personnel
Development
Better Support Faster Bring all the right resources to the problem
Consulting /
Implementers
Advanced
Support
Global Product
Support
Customer’s
Support Personnel
Connectivity
Tools
Customer
Information

31. Oracle Web Conferencing
Next generation of Oracle Direct Connect - hosted by Oracle and part of Collaboration Suite
Easy to launch directly from the MetaLink homepage
Multi-user enabled - all involved parties can participate to help diagnose your issue
OWC sessions can be recorded - vital info can be shared within Oracle once captured
Screenshots can be captured on the fly

32. Oracle Web Conferencing
Increased security
Hosted by Oracle
Uses Secured Socket Layer with 128-bit data encryption
SR and CSI numbers required to collaborate
MetaLink access is needed to collaborate
Only standard outbound HTTP and HTTPS ports (port 80 and port 443) are used
Default mode is Oracle seeing Customers screen
Customer can decide to allow Oracle mouse/keyboard control
Customer can share desktop, application or individual windows – Sharing only required information

33. Oracle Web Conferencing
For more details click the OWC button on metalink.oracle.com and examine the Quicklink documents:

34. Why this direction? To resolve issues faster
To improve customer satisfaction
Move closer to vision of proactive support
To facilitate a better knowledge of our customer base and to develop more personal relationships

35. Benefits of Collaborative Support
Resolution time is reduced
Less SRs are re-opened
SRs are less likely to be escalated
Eliminates time lost waiting on serial communications through the SR/MetaLink
From data already collected the use of ODC is reducing resolution time by an average of 26%. ODC is still not being used by a large number of engineers, and a higher number still do not use ODC regularly. The potential overall saving in resolution time are huge.
When ODC has been used it enables the support engineer and the customer to build a shared vision of the issue and to come to a common understanding about what will happen to that SR next. SRs closed after ODC use are re-opened less frequently.
Tin Cans and String effect we mentioned earlier results in unclear communication, both ways, between the engineer and the customer. This results in a large number of status changes on each SR. Using ODC reduces the number of status changes requiring less attention by support.
Instead of requesting an update from a customer (which may take up to 7 days for the customer to reply to) ODC allows us to gather the answers to our questions immediately. This helps eliminate the customer element of total resolution time.
Since we moved away from telephone support our interaction with customers has become less personal. ODC give us the opportunity to start getting closer to our customers again.

36. When might Oracle Support want to use OWC to assist you?
To confirm information provided
To see the issue before attempting to replicate the problem
To answer simple questions
When multiple potential solutions exist
To verify that a solution works
Whenever it is the most effective form of communication
Multiple OWC sessions per SR may be necessary

37. Access from MetaLink
Arrange time for OWC session with Support Engineer through SR
Log into Metalink
Click on Oracle Collaborative Support button in lower left corner

38. Join your Conference
Clicks Conference Title matching TAR/SR number

39. Join your Conference - Problems
To see your Conference Title you may need to use Filter by Conference Title where Conference Title = SR number
If there is a problem click on New User sub tab under the Home tab and then click the “Test” button to run a series of tests. This test will point out any issues along with the resolution required.
If you still have problems, run the Diagnostic Tool under Quicklinks & send your Oracle engineer the report

40. Enter your Details
For your security: your unique Customer Service Identification (CSI) is used as the meeting Password or Conference Key
Once your name, address & Company are provided, you may join conference

41. Initial Screens First see Initialization screen, then
Invitation to present your issue to Oracle Support

42. Sharing Modes Select 4th icon from left to begin Desktop Sharing Mode
Share an Application
Stop Sharing
Share an Area
Share Entire Desktop
Select 4th icon from left to begin Desktop Sharing Mode
To present an application, click the Share an Application icon
To present an area of your desktop, click the Share an Area icon or for entire desktop, click the Share Entire Desktop icon

43. Sharing experience with experts
Voice Streaming
Record Session
To resolve complex issues, Engineer & Customer may need to share their findings with Oracle Development or system experts, not present.
Record on screen activity and/or conversation if acceptable to customer
Recorded sessions are password protected for security only to be seen by participants and designated persons

44. Mediation Controls
Host or presenter can grant authority to any attendee
Presenter rights, click the blue (person) icon next to the attendee’s name
Shared control, click the yellow (mouse) icon next to the attendee’s name

45. Exit Survey
Exit survey information is collected

46. System Requirements
Windows 98, Windows ME, Windows NT 4.0 SP 4 or higher, Windows 2000, Windows XP
Browser—Internet Explorer 5.5 or higher
Java—Enabled
Make sure Java Virtual Machine is installed, with following steps:
In Internet Explorer, select Tools and then Internet Options.
Select the Advanced tab.
Select all check boxes under Microsoft VM
Resolution—1024 x 768 pixels

47. Resolving Problems Click on New User if experiencing problems
Then Test to check system compatibility

48. Quick Reference Sheet MetaLink: http://metalink.oracle.com/
WEWS User Guide – Doc ID:
RDA (Remote Diagnostics Agent) Info – Doc ID:
Apps RDA (Remote Diagnostics Agent) Info – Doc ID:
PDA (Portal Diagnostics Agent) Info – Doc ID:
Escalation Process – Doc ID:
Patch Set Policy – Doc ID:
Severity Definitions and Support Policies:
ODC Website & Additional Info:
eSeminars: WEWS – Advanced Metalink:
I would like to finish with providing some helpful websites and useful documents……
MetaLink.oracle.com is another way you can log-in and register for MetaLink. The Doc ID’s listed here can be found in MetaLink.
The WEWS User Guide provides a comprehensive overview of working with Oracle Support Services.
You can reference the RDA and ODC Doc ID’s for further information as well as the escalation process document.
…also listed are the URL’s for Support Policies and the ODC Website.

49. Q
&
Q U E S T I O N S
A N S W E R S A

50. Thank you for the attention!
For contacts: