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Updated: 7 hours 38 min ago

The investment is all about the PRODUCT, the PRODUCT, the PRODUCT.

Tue, 2015-04-21 13:46

Everyone wants to know where the 22% of the value of the Support investment goes?  I on the other hand, would like to know where the value of the 78% of the Product investment went?  It's quite easy to share with you the entire inventory of assets, resources, tools and best practices when it comes to the value of the support investment.

Let's talk Product for a moment. Take the Database for example.  Review the 40+ features in the Enterprise Edition.  How many are you using?  Most customers are using LESS THAN 10% of those features.  It's like having a very expensive excel spreadsheet one would like to call a database, and run very costly queries from it.  Are you capitalizing on the 9 Application Development Features?  Have you been running the same old SQL statements without taking advantage of the years worth of SQL improvements built-in to the the product?  Let's throw the Security card.  Nobody wants to wind up on the front page, nor on the 6 o'clock news because they just had a data breach.  But, are you utilizing the 6 Security Defense features?

Where am I headed with this?  Training.  That's where.
In the last decade, across the global economy, the first budget that was cut was training.  During my informal polls when working with our customers, they haven't taken a 3-5 day instructor-led class on the current version of the product in over 5-7 years!   I've met DBA's managing 12c the same way they installed and managed v6-7 of the RDBMS.

There is help. There are resources:

Back to the investment made in Oracle.  And, the re-investment.  2/3 of the Support investment goes back into R&D.  Billions of dollars every year.  Leverage the features and functions found within your Products.  Once you do, you gain efficiencies.  When efficiencies are gained, profitability is realized.  Oracle IS the example for using our own products, features and functions.  Oracle turned a dividend to the share holder in the company's 30th anniversary and continues to do so, in what some would term one of the most turbulent global economies ever.

The investment is in the Product, the Product, the Product.

Chris Warticki is member of the Global Customer Management team for Oracle Support Services
Tweeting @cwarticki

Request Support Management Attention (SR Attention)

Mon, 2015-04-13 11:40

In today's world, everybody wants the answer yesterday.  Everything seems to require immediate attention.  But, what is requesting support management attention all about? Do you have a Support delivery concern? Are your expectations not being met nor understood? Request for Support Management Attention will help.  The shortest path to least resistance regarding any technical service request is Support Management Attention – first and always.   Until you’ve spoken to a manager from Oracle Support, how does Oracle Support know where/when the service gap is and how to remedy it? 

Side note: (Escalation, formerly known as the Duty Manager Process, has always been defined as speaking with the manager where the Service Request resides.  Escalation has never meant immediate resolution.  It's not a check-box.  Escalation is not the solution, it's a component of the conversation.)  Does that surprise you? Read on.

Here’s how it works;

Step 1 - Insert the template below into the Service Request, including all **** lines. This will ensure correct visibility and content.
******************* Management Attention Request *******************
Reason for request, including business impact of the problem that requires management attention
Business or implementation milestone, critical date(s) (milestone date or resolve by date), along with the type of business or implementation milestone
Name of the customer requesting callback; contact information: phone number, pager, email address
******************* Management Attention Request *******************
Step 2 – Call the Global Support 800#.  You may choose #1 for Existing SR or #2 for New SR.
Step 3 – Request Support Management Attention. "The magical phrase that pays":  Here is my existing Service Request #, I would like to speak with and receive a callback from the Support Manager. This used to be called the Escalation/Duty Manager 9+ years ago.
Step 4 – Your contact information will be verified and the Support Manager will be identified and notified for callback. It’s not a hot-transfer. Oracle Support strives that the Support Manager shall respond with a sense of urgency and contact you back in 30 minutes or less.

Here’s what NOT to do:

  • Don't log a Severity 1 SR and then immediately request to speak to a Support Manager.  Give Support a chance to begin work.
  • Don’t choose the option to speak to the support engineer if your intending to speak with a manager.  Choosing that option will route you to the support engineer, or their voicemail.
  • Don’t call the 800# and request a Severity 1 or Severity increase. Severity 1 is reserved for production down 99% of the time.
  • Don’t update your Service Request to initiate escalation. This is not recommended. Oracle doesn’t have a batch job running to look for keywords in SRs. Call us!  Then, update your Service Request for your own documentation purposes.
  • Don’t call your sales team, account team, or anyone else in your rolodex of Oracle business cards. They can’t solve your technical problem. You might as well try posting to your Facebook friends. There’s no backdoor to this process.
  • Don’t request your support engineer to jump on some bridge call. Bridge calls are for managers to keep busy. Keep the technical team troubleshooting. The motto for bridge calls is; “When all is done and said, a whole lot more is said than ever done!” 
    • If you have such a requirement for a bridge call, the best practice is to document the SR with the bridge call information and then initiate Request for Support Management Attention.  Remember, the engineer is multi-tasking, they aren't waiting around to join a bridge call.  The Support Manager will respond and most likely even join the bridge call and then resource the issue as appropriate.

Here’s how it plays out:  DON’T HANG UP with any manager until you know these 3 things:

  • Management Contact:
    • Once identified, the Support Manager, for the team where the SR resides, will call you back to discuss the technical details and review the Service Request with you.
      • Don't hang up until you have the manager's contact information. (name, email address, office phone)
  • Action Plan:
    • Work up an agreed upon action plan (WHO is going to do WHAT, by WHEN)
    • At this time, discuss any concerns you have. (time to respond, time to resolve, technical direction, key milestones at risk, etc.) Nobody is getting in trouble here. Let us know how we can serve you better.
    • Discuss current status and if the situation deems escalated or not.
    • Discuss appropriate severity
    • As a customer, document the action plan in the Service Request.
      Document, “I just spoke to so-n-so and we agreed to the following”
      The support manager should be doing the same.
  • Communication Plan:
    • Know when the next follow-up will be. Is follow up necessary? Discuss it.

There are two things the Support Manager can do that nobody else in Oracle can - Support Managers have control of the resources and time of the support engineers. They may reassign it to someone else on the team. They may free up the time of the current engineer to devote more time to your problem. They will review what can and can’t be accommodated. That’s why you shouldn’t call anyone else.

If your boss asks you about that Service Request and you tell them that you requested Support Management Attention, remember that they can reply with; Oh, you requested management attention, then who did you speak too? What’s their name? Better yet, let’s contact them and find out the status of what we need to know. Or, come into my office and let’s crack open the Service Request and see the details of what you spoke about.

What if the Service Request has a Bug Associated with it?

Good question. While discussing your Action Plan, request from the Support Manager to coordinate a call with Development Management. Remove the engineers and developers from the mix and go direct to the managers who control both of these resources. Let Development Management know how this bug is affecting your business. That Development Manager will give it to you straight if a fix is feasible or not. Please don't do this for enhancement requests.  Utilize the UserGroups, the ER Voting System and associated CABs and SIGs.

What if I’ve done what you’ve prescribed and it didn’t work?

Nobody is perfect. Oracle strives to achieve 100% satisfaction.

Simply call the 800# again, state either the support manager you’ve spoken too isn’t able to help you, or the request for callback wasn’t returned, then request to speak to the next level of management (Sr. Manager, Director and then VP level, if necessary)

It should be that simple. Really, it is. As a former manager from Database support, we take a lot of pride in, and hold ourselves accountable to this valuable process.

Chris Warticki is member of the Global Customer Management team for Oracle Support Services
Tweeting @cwarticki

My Oracle Support Essentials Webcasts - March

Tue, 2015-03-03 07:26
Oracle Product Support Advisor Webcasts March 2015
shadow1

This Month:


Oracle Support Advisor Webcast Series for March 2015 shadow1 dial Dear Valued Support Customer,
We are pleased to invite you to our Advisor Webcast series for March 2015. Subject matter experts prepare these presentations and deliver them through WebEx. Topics include information about Oracle support services and products. To learn more about the program or to access archived recordings, please follow the links.

There are currently two types of Advisor Webcasts;
If you prefer to read about current events, Oracle Premier Support News provides you information, technical content, and technical updates from the various Oracle Support teams. For a full list of Premier Support News, go to My Oracle Support and enter Document ID 222.1 in Knowledge Base search.

Sincerely,
Oracle Support

shadow2 shadow3 pen March Featured Webcasts by Product Area: Database Materialized view basics,architecture and internal working March 24 Enroll E-Business Suite Overview of Accounting for Across Organization Transaction Cycles Part 3 of 3 March 10 Enroll E-Business Suite Demantra, Are you importing Legacy data in Ascii flat files or Oracle Tables? March 11 Enroll E-Business Suite Advanced Supply Chain Planning, Collaborative Planning, and iSupplier Flow and Demonstration March 12 Enroll E-Business Suite Inventory Sales Order Flow and Troubleshooting – R12 March 18 Enroll E-Business Suite Understanding &Troubleshooting Receipts APIs In Oracle Accounts Receivable March 19 Enroll E-Business Suite Use of Forecasting in Enterprise Asset Management (eAM) March 19 Enroll E-Business Suite Understanding Lead Times in Oracle Work In Process March 25 Enroll JD Edwards JD Edwards World: Understanding Multi-Currency Intercompany Entries in A/P a! nd A/R March 10 Enroll JD Edwards JD Edwards World A9.x Language Upgrade March 17 Enroll JD Edwards JD Edwards EnterpriseOne: Overview of Voucher Match Automation March 18 Enroll JD Edwards JD Edwards World: Introduction to Sleeper March 19 Enroll JD Edwards JD Edwards World A9.3 Security - Play it Safe. Don’t let your Environment be a Target. March 24 Enroll JD Edwards JD Edwards EnterpriseOne: Getting to know the NEW Distribution Mobile Applications (Introduction) March 31 Enroll JD Edwards EnterpriseOne EnterpriseOne Table Conversion information and Troubleshooting for Upgrades March 3 Enroll JD Edwards EnterpriseOne JD Edwards EnterpriseOne: Working with Change Requests March 4 Enroll JD Edwards EnterpriseOne Benefit Enrollment Fundamentals: Setting Up Enrollment Parameters, Dates Codes and Defining Eligibility March 11 Enroll JD Edwards EnterpriseOne JD Edwards EnterpriseOne:The 5 Essentials Keys To Understanding Fiscal/Anniversary Rollover (Leave Balance Rollover) March 25 Enroll JD Edwards EnterpriseOne JD Edwards EnterpriseOne Manufacturing Commitment Processing March 26 Enroll JD Edwards World JD Edwards World: Overview of Payroll Journal Entries March 5 Enroll Middleware WebLogic Server - リクエスト応答遅延の調査に必要な情報 (Japanese Only) March 11 Enroll Middleware WebCenter Content 11g Clusters March 11 Enroll PeopleSoft Enterprise PeopleSoft HCM Updates for the Affordable Care Act March 25 Enroll PeopleSoft Enterprise Using PeopleSoft Update Manager (PUM): Top Topics March 31 Enroll Hardware and Software Engineered to Work Together Copyright © 2015, Oracle Corporation and/or its affiliates.
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My Oracle Support Essentials Webcasts - February

Wed, 2015-02-11 14:22

My Oracle Support Essentials Webcasts

February 2015

Webcast My Oracle Support Essentials – February 2015


Oracle Support delivers various seminars on Support Policies, Processes and Proactive Tools via live web conference and recorded sessions. These seminars, available in multiple languages and in different time zones, help ensure you optimize the value from Oracle Support are available to you as Oracle Support user free of charge.

Click on the corresponding session link to register for an upcoming seminar. Bookmark Note 553747.1 for your quick access to the latest live My Oracle Support Essentials webcasts schedule.

LIVE WEBCASTS

Webcast Language US Eastern Central Europe Singapore Register New Features in My Oracle Support 15.1 English Feb 09, 09:00 PM Feb 10, 03:00 AM Feb 10, 10:00 AM Register Feb 10, 04:00 AM Feb 10, 10:00 AM Feb 10, 05:00 PM Register Feb 10, 01:00 PM Feb 10, 07:00 PM Feb 11, 02:00 AM Register French Feb 10, 05:30 AM Feb 10, 11:30 AM Feb 10, 06:30 PM Register Portuguese Feb 10, 07:30 AM Feb 10, 01:30 PM Feb 10, 08:30 PM Register Spanish Feb 10, 10:00 AM Feb 10, 04:00 PM Feb 10, 11:00 PM Register New Rewards and Recognition Program for Oracle Community English Feb 26, 01:00 PM Feb 26, 07:00 PM Feb 27, 02:00 AM Register Working Effectively with Support English Feb 24, 09:00 PM Feb 25, 03:00 AM Feb 25, 10:00 AM Register Feb 25, 04:00 AM Feb 25, 10:00 AM Feb 25, 05:00 PM Register Feb 25, 01:00 PM Feb 25, 07:00 PM Feb 26, 02:00 AM Register French Feb 25, 10:00 AM Feb 25, 04:00 PM Feb 25, 11:00 PM Register Portuguese Feb 25, 08:30 AM Feb 25, 02:30 PM Feb 25, 09:30 PM Register Spanish Feb 25, 10:00 AM Feb 25, 04:00 PM Feb 25, 11:00 PM Register Using My Oracle Support English Feb 10, 09:00 PM Feb 11, 03:00 AM Feb 11, 10:00 AM Register Feb 11, 04:00 AM Feb 11, 10:00 AM Feb 11, 05:00 PM Register Feb 11, 01:00 PM Feb 11, 07:00 PM Feb 12, 02:00 AM Register French Feb 11, 10:00 AM Feb 11, 04:00 PM Feb 11, 11:00 PM Register Portuguese Feb 11, 07:30 AM Feb 11, 01:30 PM Feb 11, 08:30 PM Register Spanish Feb 11, 10:00 AM Feb 11, 04:00 PM Feb 11, 11:00 PM Register Oracle Cloud Support English Feb 11, 09:00 PM Feb 12, 03:00 AM Feb 12, 10:00 AM Register Feb 12, 04:00 AM Feb 12, 10:00 AM Feb 12, 05:00 PM Register Feb 12, 01:00 PM Feb 12, 07:00 PM Feb 13, 02:00 AM Register Spanish Feb 12, 10:00 AM Feb 12, 04:00 PM Feb 12, 11:00 PM Register Finding Answers in My Oracle Support English Feb 17, 09:00 PM Feb 18, 03:00 AM Feb 18, 10:00 AM Register Feb 18, 04:00 AM Feb 18, 10:00 AM Feb 18, 05:00 PM Register Feb 18, 01:00 PM Feb 18, 07:00 PM Feb 19, 02:00 AM Register French Feb 18, 10:00 AM Feb 18, 04:00 PM Feb 18, 11:00 PM Register Portuguese Feb 12, 07:30 AM Feb 12, 01:30 PM Feb 12, 08:30 PM Register Spanish Feb 18, 10:00 AM Feb 18, 04:00 PM Feb 18, 11:00 PM Register Using the My Oracle Support Community Platform English Feb 18, 09:00 PM Feb 19, 03:00 AM Feb 19, 10:00 AM Register Feb 19, 04:00 AM Feb 19, 10:00 AM Feb 19, 05:00 PM Register Feb 19, 01:00 PM Feb 19, 07:00 PM Feb 20, 02:00 AM Register Spanish Feb 19, 10:00 AM Feb 19, 04:00 PM Feb 19, 11:00 PM Register Service Request Flow and Best Practices English Feb 23, 09:00 PM Feb 24, 03:00 AM Feb 24, 10:00 AM Register Feb 24, 04:00 AM Feb 24, 10:00 AM Feb 24, 05:00 PM Register Feb 24, 01:00 PM Feb 24, 07:00 PM Feb 25, 02:00 AM Register French Feb 24, 10:00 AM Feb 24, 04:00 PM Feb 24, 11:00 PM Register Portuguese Feb 24, 08:30 AM Feb 24, 02:30 PM Feb 24, 09:30 PM Register Spanish Feb 24, 10:00 AM Feb 24, 04:00 PM Feb 24, 11:00 PM Register Customer User Administration English Feb 16, 09:00 PM Feb 17, 03:00 AM Feb 17, 10:00 AM Register Feb 17, 04:00 AM Feb 17, 10:00 AM Feb 17, 05:00 PM Register Feb 17, 11:00 AM Feb 17, 05:00 PM Feb 18, 12:00 AM Register Spanish Feb 26, 10:00 AM Feb 26, 04:00 PM Feb 26, 11:00 PM Register Understanding Support Identifier Groups English Feb 17, 12:00 AM Feb 17, 06:00 AM Feb 17, 01:00 PM Register Feb 17, 01:00 PM Feb 17, 07:00 PM Feb 18, 02:00 AM Register Spanish Feb 17, 10:00 AM Feb 17, 04:00 PM Feb 17, 11:00 PM Register
You may visit My Oracle Support for schedules of other live seminars. To see current local times around the world, visit world clock.

RECORDED TRAININGS

The following recorded My Oracle Support Essentials Webcasts can be viewed on demand.

Topic Language View New Features in My Oracle Support 15.1 English View Introduction to Premier Support English View Using My Oracle Support English View Oracle Cloud Support English View Hardware Support Best Practices English View Support Configuration Based Services Essentials English View Finding Answers in My Oracle Support English View Using the My Oracle Support Community Platform English View Service Request Flow and Best Practices English View Customer User Administration English View Understanding Support Identifier Groups English View
HOW-TO TRAINING VIDEO SERIES

This collection of training videos and quick reference guides allow you to quickly learn in depth knowledge of the features of My Oracle Support in just a few minutes. Please refer to Note 603505.1 for the available topics and recordings.

If you have further questions, please contact us by submitting a question in Using My Oracle Support.
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My Oracle Support Essentials Webcasts

Tue, 2015-01-06 17:58

My Oracle Support Essentials Webcasts

January 2015

Webcast My Oracle Support Essentials


Oracle Support delivers various seminars on Support Policies, Processes and Proactive Tools via live web conference and recorded sessions. Available to you as an Oracle Support user free of charge, these seminars, available in multiple languages and in different time zones, help ensure you optimize the value offered by Oracle Support.

Click on the corresponding session link to register for an upcoming seminar. Bookmark Note 553747.1 for your quick access to the latest live My Oracle Support Essentials webcasts schedule.

LIVE WEBCASTS

Webcast Language US Eastern Central Europe Singapore Register Customer User Administration English Jan 19, 09:00 PM Jan 20, 03:00 AM Jan 20, 10:00 AM Register Jan 20, 04:00 AM Jan 20, 10:00 AM Jan 20, 05:00 PM Register Jan 20, 11:00 AM Jan 20, 05:00 PM Jan 21, 12:00 AM Register Spanish Jan 20, 10:00 AM Jan 20, 04:00 PM Jan 20, 11:00 PM Register Finding Answers in My Oracle Support English Jan 20, 09:00 PM Jan 21, 03:00 AM Jan 21, 10:00 AM Register Jan 21, 04:00 AM Jan 21, 10:00 AM Jan 21, 05:00 PM Register Jan 21, 01:00 PM Jan 21, 07:00 PM Jan 22, 02:00 AM Register French Jan 21, 10:00 AM Jan 21, 04:00 PM Jan 21, 11:00 PM Register Portuguese Jan 21, 07:30 AM Jan 21, 01:30 PM Jan 21, 08:30 PM Register Spanish Jan 21, 10:00 AM Jan 21, 04:00 PM Jan 21, 11:00 PM Register Introduction to Premier Support English Jan 13, 09:00 PM Jan 14, 03:00 AM Jan 14, 10:00 AM Register Jan 14, 04:00 AM Jan 14, 10:00 AM Jan 14, 05:00 PM Register Jan 14, 01:00 PM Jan 14, 07:00 PM Jan 15, 02:00 AM Register Spanish Jan 14, 10:00 AM Jan 14, 04:00 PM Jan 14, 11:00 PM Register My Oracle Support Basics English Jan 14, 09:00 PM Jan 15, 03:00 AM Jan 15, 10:00 AM Register Jan 15, 04:00 AM Jan 15, 10:00 AM Jan 15, 05:00 PM Register Jan 15, 01:00 PM Jan 15, 07:00 PM Jan 16, 02:00 AM Register French Jan 15, 10:00 AM Jan 15, 04:00 PM Jan 15, 11:00 PM Register Portuguese Jan 15, 07:30 AM Jan 15, 01:30 PM Jan 15, 08:30 PM Register Spanish Jan 15, 10:00 AM Jan 15, 04:00 PM Jan 15, 11:00 PM Register Oracle Cloud Support English Jan 12, 09:00 PM Jan 13, 03:00 AM Jan 13, 10:00 AM Register Jan 13, 04:00 AM Jan 13, 10:00 AM Jan 13, 05:00 PM Register Jan 13, 01:00 PM Jan 13, 07:00 PM Jan 14, 02:00 AM Register Spanish Jan 13, 10:00 AM Jan 13, 04:00 PM Jan 13, 11:00 PM Register Service Request Flow and Best Practices English Jan 26, 09:00 PM Jan 27, 03:00 AM Jan 27, 10:00 AM Register Jan 27, 04:00 AM Jan 27, 10:00 AM Jan 27, 05:00 PM Register Jan 27, 01:00 PM Jan 27, 07:00 PM Jan 28, 02:00 AM Register French Jan 27, 10:00 AM Jan 27, 04:00 PM Jan 27, 11:00 PM Register Portuguese Jan 27, 07:30 AM Jan 27, 01:30 PM Jan 27, 08:30 PM Register Spanish Jan 27, 10:00 AM Jan 27, 04:00 PM Jan 27, 11:00 PM Register Support Configuration Based Services Essentials English Jan 27, 09:00 PM Jan 28, 03:00 AM Jan 28, 10:00 AM Register Jan 28, 04:00 AM Jan 28, 10:00 AM Jan 28, 05:00 PM Register Jan 28, 01:00 PM Jan 28, 07:00 PM Jan 29, 02:00 AM Register Spanish Jan 28, 10:00 AM Jan 28, 04:00 PM Jan 28, 11:00 PM Register Understanding Support Identifier Groups English Jan 20, 12:00 AM Jan 20, 06:00 AM Jan 20, 01:00 PM Register Jan 20, 07:00 AM Jan 20, 01:00 PM Jan 20, 08:00 PM Register Jan 20, 01:00 PM Jan 20, 07:00 PM Jan 21, 02:00 AM Register Spanish Jan 20, 12:00 PM Jan 20, 06:00 PM Jan 21, 01:00 AM Register Using the My Oracle Support Community Platform English Jan 21, 09:00 PM Jan 22, 03:00 AM Jan 22, 10:00 AM Register Jan 22, 04:00 AM Jan 22, 10:00 AM Jan 22, 05:00 PM Register Jan 22, 01:00 PM Jan 22, 07:00 PM Jan 23, 02:00 AM Register Spanish Jan 22, 10:00 AM Jan 22, 04:00 PM Jan 22, 11:00 PM Register
You may visit My Oracle Support for schedules of other live seminars. To see current local times around the world, visit world clock.

RECORDED TRAININGS

The following recorded My Oracle Support Essentials Webcasts can be viewed on demand. You may refer to Note 603505.1 for other available topics and recordings.


Topic Language View Customer User Administration English View Finding Answers in My Oracle Support English View Hardware Support Best Practices English View My Oracle Support Basics English View My Oracle Support New Features English View Oracle Cloud Support English View Service Request Flow and Best Practices English View Support Configuration Based Services Essentials English View Understanding Support Identifier Groups English View Using the My Oracle Support Community Platform English View
If you have further questions, please contact us by submitting a question in Using My Oracle Support. Hardware and Software Engineered to Work Together

Oracle Support

Copyright © 2015, Oracle. All rights reserved. Contact Us | Legal Notices | Privacy