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

1
Oracle Platinum Services
Welcome Process Kick-Off Welcome Process Kick-Off
Program Agenda
Introduction + Overview of Kick-off call
Welcome Package Highlights
Overview of Quick Reference Guide
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 3
Overview of Quick Reference Guide
Logging your own Platinum SRs
Summary and Conclusion
Introduction and Overview
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 4
Oracle Platinum Services CIM Welcome Process
Welcome SR should have been received contact from your CIM
Reason for call:
Importance of correct contact information
Present welcome package
Introduction and Overview
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 5
Individual Q&A session with your assigned CIM within 2 weeks
You can request a more detailed presentation from your CIM
General questions can be accommodated here to benefit all
participants ask via conference chat
Welcome Package Highlights
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 6
Oracle Platinum Services CIM Welcome Process
TSP Technical Support Policies
OASP Quick Reference
Videos OASP and Patching Overview
Patch Process / What to expect document(PDF)
Welcome Package Highlights Doc ID 1605750.1
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 7
Patch Process / What to expect document(PDF)
Fault Monitoring(PDF)
Change Management(PDF)
SR logging process (PDF)
Quick Reference Guide
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 8
Oracle Platinum Services CIM Welcome Process
Monitoring
Patching
Change Management
Oracle Advanced Support Portal (OASP)
Quick Reference Guide: Overview
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 9
Oracle Advanced Support Portal (OASP)
SR creation and handling
Quick Reference Guide
Platinum SRs
- Handling Platinum SRs Created by Oracle
- Logging your own Platinum SRs
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 10
Oracle Platinum Services CIM Welcome Process
Handling Platinum SRs Created by Oracle Key Points
SRs created by Platinum Support can be worked in several ways:
SR is created, EEST takes ownership and the customer is directly
involved to provide data needed towards diagnosis and resolution
SR is created, EEST takes ownership and some diagnostic data is
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 11
SR is created, EEST takes ownership and some diagnostic data is
retrieved to the extent that access is provided. The customer can
provide any additional data to support as needed.
SR is created, EEST takes ownership and all accessible diagnostic
data is retrieved to effect diagnosis and resolution.
Oracle Platinum Services CIM Welcome Process
Handling Platinum SRs Created by Oracle Key Points
The level to which diagnostic data can be retrieved (if at all) for SR
resolution depends on the level of access you have granted
Ongoing customer participation in the diagnosis, resolution and
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 12
Ongoing customer participation in the diagnosis, resolution and
restoration activities benefits and speeds up diagnosis and resolution
Oracle Platinum Services CIM Welcome Process
Logging Your Own Platinum SRs Key Points
Platinum SRs must always be linked with an OCM configuration of the
system or host with the issue
You should expect to collaborate with EEST in the diagnosis, resolution
and restoration activities
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 13
and restoration activities
If requested, provide diagnostic information to facilitate resolution,
regardless of the level of access provided to Oracle
SEV1 SRs will still be worked within the target response times Oracle
endeavors to deliver, even when created by the customer
Oracle Platinum Services CIM Welcome Process
Logging Your Own Platinum SRs Key Points
Always create your SRs with the appropriate severity
Provide information requested promptly, as that could make the
difference between severe impact and critical impact
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 14
difference between severe impact and critical impact
Do not hesitate to ask for a phone call or request a web session to
clarify an issue
Oracle Platinum Services CIM Welcome Process
Logging Your Own Platinum SRs Key Points
Remember to escalate an SR which is not progressing to your
satisfaction Use the Duty Manager Escalation process
Ask your assigned CIM for more information on the Escalation
process if you need a refresher
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 15
process if you need a refresher
Proactively give as MUCH details as you can: critical time-sensitive
information might be lost or overwritten
Oracle Platinum Services CIM Welcome Process
Logging Your Own Platinum SRs Main Steps
(1) From the main Dashboard
There are 3 ways to create Service Requests
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 16
Oracle Platinum Services CIM Welcome Process
Logging Your Own Platinum SRs Main Steps
(2) From the Service Requests Tab
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 17
Oracle Platinum Services CIM Welcome Process
Logging Your Own Platinum SRs Main Steps
(3) From the Systems tab
Sort all entries by the Level field to locate all Platinum hosts
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 18
- Left Click on any system where Level=Platinum to view its details (option 1)
- This shows the option to create a Service Request against that host
Oracle Platinum Services CIM Welcome Process
Logging Platinum SRs Main Steps
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 19
- Right-Click on any system where Level=Platinum (option 2)
- This shows a list of options, one of which is Create SR
Oracle Platinum Services CIM Welcome Process
Logging Your Own Platinum SRs Main Steps
When using the main dashboard or SR tab, the SR Creation process defaults to the
Hardware tab. Go to the Configuration tab.
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 20
Select a host/system from the drop down menuor do a text search as needed
Oracle Platinum Services CIM Welcome Process
Logging Your Own Platinum SRs Main Steps
Information is auto-populated once host is selected.
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 21
Proceed with filling in the rest of the information to log the Service Request
Summary & Conclusion
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 22
Oracle Platinum Services CIM Welcome Process
Summary & Conclusion
Highlight Key Areas covered
Goal has been to present important information, to be reviewed by
customer
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 23
To protect customer sensitive information, only generic questions can be
answered on this call
Individual Follow-up Q&A sessions will be arranged by assigned CIM
Oracle Platinum Services CIM Welcome Process
Summary & Conclusion
Next Steps:
Download provided documents for your records
Provide correct technical contacts to your CIM via Welcome
SRs
Schedule Q&A calls within the next 2 weeks
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 24
Schedule Q&A calls within the next 2 weeks
Update Welcome SRs with any questions/issues in the interim
Following the Q&A call, your assigned Patch Coordinator will
engage with you to develop a patch profile for your system
Any Questions? Please ask via the operator or post to the session
chat.
THANK YOU!
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 25
Copyright 2014, Oracle and/or its affiliates. All rights reserved. 26