Best Practices for Maintaining Primavera EPPM Solutions Mike Kieffer, Sr. Manager Mary Wiedenman, Sr. Program Manager Oracle Software Support Primavera Global Business Unit October 2, 2014 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |

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Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Support Best Practices—Maximize Business Value DISCOVER Support Best Practices ADOPT My Oracle Support MAXIMIZE Premier Support Proactive Portfolio Oracle Premier Support

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Discover: Support Best Practices DISCOVER Oracle Technical Support Policies Oracle Lifetime Support Policies Working Effectively with Support Best Practices

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Technical Support Policies Support terms and technical support levels

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Lifetime Support Policies Premier Support Delivers full system support for your Oracle hardware, operating systems and applications software with an upfront, minimum five-year support commitment that helps you plan and budget. Extended Support Offers an additional three years of support for select Oracle software and operating systems for an additional fee so you can effectively manage your upgrade strategy. Sustaining Support Provides investment protection with unlimited support for Oracle software and operating systems. Features include access to online support tools, knowledge base, pre-existing fixes, and assistance from Oracle technical support experts.

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Working Effectively with Support Best Practices Find answers fast, search the Knowledge Base for a solution Visit My Oracle Support Community and seek answers from Oracle experts & industry peers Unable to locate a solution? Submit a Service Request through My Oracle Support When you have a question, need, or issue… ANSWERS...chances are, an answer or solution already exists

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Support Best Practices—Portal Adoption ADOPT My Oracle Support Portal Knowledge Base Community Engineer Initiated Chat for Service Request Management MOS Accreditation

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Adopt: Knowledgebase PowerView

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Adopt: My Oracle Support Community Actual user experiences and advice offer an alternate source of problem resolution My Oracle Support Community is a multi-channel interactive community where you can post questions and find answers fast Primavera Communities Primavera – PRIM Unifier - PRIM My Oracle Support Community is a multi-channel interactive community where you can post questions and find answers fast Primavera Communities Primavera – PRIM Unifier - PRIM When should I use My Oracle Support Community? If you have a low severity question or problem, need advice, or if you are interested in discovering how to do something If you have been unable to locate an answer in the Knowledge Base When you have knowledge or experiences to share with your peers Visit My Oracle Support Community and seek answers from Oracle experts & industry peers

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Adopt: Primavera (MOSC) Click here to view ‘How To’ Video Series

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |13 Adopt: Primavera (MOSC) – 2 Subspaces P6 and all Primavera products except Unifier Unifier

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Key Functions  Search/Ask  Follow  Learn more in the Getting Started CommunityGetting Started Community Adopt: My Oracle Support Community

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Adopt: Engineer Initiated Chat Enables Oracle Support engineers to contact customers instantly online to discuss an open Service Request (SR) Available to all MOS Customer Portal users Support engineers may use chat on an open SR to: – provide a status update – ask clarifying questions – share detailed commands and troubleshooting information – confirm issue is resolved For Existing Service Requests

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Adopt: Engineer Initiated Chat Settings Customers control their chat availability with a new status setting in My Oracle Support. The default is set as “Available”. When the Support engineer assigned sees the customer is “Available”, he or she can initiate a chat. Note: Customer needs to be the primary or alternate contact on the SR. Chat invitation pops up and customer can accept/decline the invitation. Chat Settings

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Adopt: My Oracle Support Accreditation Oracle Confidential – Restricted17  Deliver a targeted learning experience designed to increase your expertise with My Oracle Support core functions and build skills to help you leverage solutions, tools, and knowledge available to you as part of Oracle Premier Support OBJECTIVE : KM Document ID

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted18 Adopt: My Oracle Support Accreditation 3. Start the accreditation by clicking ‘Play’ for each video. 4. Click ‘Take the Exam’ to complete the exam and get your Completion Certificate. 1. Use the Series Index to learn about the program, review FAQ and determine if accreditation is right for you. 2. Locate Level 1 MOS path and click ‘Start’ to access the path page. KM Document ID

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Adopt: My Oracle Support Accreditation Oracle Confidential – Restricted19 Deliver a targeted learning experience designed to increase your expertise in supporting Primavera products by increasing your knowledge of Primavera specific tools, resources and best practices OBJECTIVE : Coming Soon! Level 2 for Primavera

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | MAXIMIZE

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Premier Support Delivering Value At No Extra Cost Get Proactive Portfolio—an integral component of your Premier Support Contract See Primavera’s Get Proactive Portfolio – KM Document ID

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Read the Support Newsletter Sign up for Hot Topics Notification Define a Patching & Maintenance Plan PREVENT Prevent Issues by Staying Informed

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |23 Prevent: Primavera Support Newsletter

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |24 Prevent: Hot Topics Notification  Settings  Hot Topics  Choose your Preferences

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |25 Prevent: Patching & Maintenance Plan for P6

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Visit Product Information Centers, a one- stop shop for important resources NEW Guided Resolution RESOLVE Find Answers Fast With The Right Tools And Knowledge

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |27 Resolve: P6 Product Information Center

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |28 Resolve: P6 Product Information Center

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Resolve: NEW in My Oracle Support - Guided Resolution Streamlines the process for solving common Primavera P6 issues. More to come for other Primavera products. Guides you to a technical resolution for known issues by using fact-driven logic based on your specific situation and/or configurations. Provides access to Oracle Primavera best practices for diagnosing issues while retaining the flexibility of filing an SR in the event that a solution is not found. In those cases where an SR is created, the feature is designed to record your feedback so that an Oracle Support Engineer can leverage your insight to help characterize, diagnose and resolve your issue. 29

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Demo of Guided Resolution

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Demo of Guided Resolution

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Demo of Guided Resolution

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Demo of Guided Resolution

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Demo of Guided Resolution

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Demo of Guided Resolution

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Demo of Guided Resolution

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Take Advantage of Oracle Support Best Practices Don’t leave value on the table Lower overall organizational costs through preventative maintenance Reduce risks and maximize uptime Achieve resolution faster Streamline and simplify your daily operation

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Support Processes, Policies, Resources, Tools, Training ProcessesPoliciesResourcesToolsTraining Doc ID How To Escalate a Service Request (SR) with Oracle Support Services Oracle Technical Support Policies - upport/policies.html upport/policies.html Doc ID Working Effectively with Support Best Practices Doc ID Use My Oracle Support Hot Topics and Never Miss an Important Update Doc ID Get Proactive Essentials Webcast Series - Schedule Oracle Lifetime Support Policies - us/support/lifetime- support/index.html us/support/lifetime- support/index.html Doc ID Primavera Product Information Center Index Oracle Premier Support: Get Proactive! (Doc ID ) Doc ID – Discover how to use My Oracle Support Video Series Quick Reference Links

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted39