Working  Effectively with Support for Oracle Running on Linux on IBM System z<br />Damian Gallagher, Oracle Global Custome...
The following is intended to outline our general product direction. It is intended for information purposes only, and may ...
Agenda<br />How Oracle on Linux on Z Support works<br />SR Escalation process<br />My Oracle Support Communities<br />Diag...
How Oracle on Linux on Z Support works<br />Firstly, Oracle on Linux on Z is the same Oracle as anywhere else - we just po...
This means that the majority of the functionality in Oracle is common across all platforms, i.e we’re talking about GENERI...
‘Generic’ Support<br />We have teams in pretty much every country, every timezone, skilled in generic features:<br />Perfo...
These teams can handle any SR that doesn’t have platform specific dependencies – as it’s the same Oracle code running the ...
Platform specific issues<br />Typically<br />Installation – specific prerequisites, for example. Knowing that the Java SDK...
Linux on Z Specifics<br />In parallel to, and without replacing the normal support process, you can engage specific engine...
<ul><li>United States</li></ul>  East & West coast<br /><ul><li>UK
Spain
Germany
India</li></ul>24 *7 coverage for Sev1 <br />including weekends and<br /> public holidays <br />A small team, but perfectl...
How Engage Our Team<br />Open a service request with support – in parallel with an existing one, if appropriate<br />Platf...
Problem Clarification
Database Install Issues on Linux on zSeries
General Issues on Database running on Linux on zSeries
Performance Issues on Database running on Linux on zSeries
RAC on Linux on zSeries</li></li></ul><li>SR Monitoring<br />We keep a weather eye open on new SRs on Linux on Z – even if...
Last resort <br />Damian.Gallagher@oracle.com<br />
<Insert Picture Here><br />Escalations<br />Bringing Management Attention to your Service Request<br />
Service Request Severity Definitions<br />No loss of service or resources<br />Minor loss of service or resources<br />Sev...
Raising Severity vs. Escalations<br />Customers believe that Severity 1 issues or increases in Severity are Escalations – ...
Escalations<br />Encounter critical roadblocks<br />Communicate Business issues to managers within Oracle Support<br />Dis...
Escalation Process<br />http://www.oracle.com/support/contact.html<br />V.P. or Executive<br />Senior Manager <br />or Dir...
Last resort <br />Damian.Gallagher@oracle.com<br />
My Oracle Support Communities<br />Migration from the older Forum format<br />Actively managed and moderated<br />Encourag...
Here we are !! <br />
Yep<br />
Getting Started<br />zSeries <br />
Diagnostic and performance tools<br />Oracle Configuration Manager<br />Remote Diagnostic Agent<br />LTOM<br />OSWatcher<b...
Oracle Configuration Manager<br />Installed with CPU by default<br />Configuration Support Manager utilizes core configura...
Benefits<br />Benefits for customers, based on experience so far are:<br />30% Reduction Service Request Log Time<br />20%...
Remote Diagnostic Agent<br />A one off snapshot of system and Oracle<br />Oracle Installation information<br />Performance...
The Lite Onboard Monitor (LTOM)<br />A java program designed as a real-time diagnostic platform for deployment to a custom...
Major features<br />Automatic Hang Detection <br />System Profiler <br />Automatic Session Tracing <br />
Automatic Hang Detection <br />The advantage of using automatic hang detection, is that if the database hangs at 2:00 in t...
Default collection<br />Once any session has been identified as hung, diagnostic traces are automatically generated. The t...
The System Profiler<br />Provides the ability to continually collect data from both the operating system and oracle and pr...
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Transcript of "Working effectively with support for oracle running on linux on ibm system z"

  1. 1. Working Effectively with Support for Oracle Running on Linux on IBM System z<br />Damian Gallagher, Oracle Global Customer Support<br />
  2. 2. The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.<br />Oracle Confidential<br />
  3. 3. Agenda<br />How Oracle on Linux on Z Support works<br />SR Escalation process<br />My Oracle Support Communities<br />Diagnostic and Performance tools<br />
  4. 4. How Oracle on Linux on Z Support works<br />Firstly, Oracle on Linux on Z is the same Oracle as anywhere else - we just port the code to the new environment<br />So Oracle 10.2 on Red Hat x86-64 is the same as Oracle 10.2 on Red Hat s390x<br />We don’t have a differential between Linux distributions – it’s the same Oracle iso image for any Linux on Z – we support SuSE and Red Hat, but there’s no theoretical reason why you couldn’t install on CentOS or Debian. <br />
  5. 5. This means that the majority of the functionality in Oracle is common across all platforms, i.e we’re talking about GENERIC features.<br />Select sysdate from dual does the same thing whatever the platform<br />As does any SQL, PL/SQL, DDL – pretty much everything.<br />So how does the support work ?<br />
  6. 6. ‘Generic’ Support<br />We have teams in pretty much every country, every timezone, skilled in generic features:<br />Performance<br />RAC<br />ASM<br />Backup and Recovery<br />Networking<br />Enterprise Manager and Grid Control<br />Ebusiness Suites<br />Application servers<br />Etc etc etc<br />
  7. 7. These teams can handle any SR that doesn’t have platform specific dependencies – as it’s the same Oracle code running the same operations, platform isn’t relevant.<br />So there are thousands of support staff to handle 99.9% of the issues<br />Platform specific issues very rare. <br />
  8. 8. Platform specific issues<br />Typically<br />Installation – specific prerequisites, for example. Knowing that the Java SDK comes via IBM rather than Sun helps here <br />Performance – In a virtual environment, everyone can hear you scream !<br />RAC and Clustering - specific issues around the virtual hardware, switches etc<br />This is where a Z skilled team can assist <br />
  9. 9. Linux on Z Specifics<br />In parallel to, and without replacing the normal support process, you can engage specific engineers who have Z skills<br />If you believe that the platform is relevant, or you believe that the intervention of a Linux on z specialist technician would be able to move the issue on to resolution<br />
  10. 10. <ul><li>United States</li></ul> East & West coast<br /><ul><li>UK
  11. 11. Spain
  12. 12. Germany
  13. 13. India</li></ul>24 *7 coverage for Sev1 <br />including weekends and<br /> public holidays <br />A small team, but perfectly formed  Remember, 99.9% of issues are generic.<br />Global Customer Support Oracle on LoZ <br />
  14. 14. How Engage Our Team<br />Open a service request with support – in parallel with an existing one, if appropriate<br />Platform: IBM System z with Linux<br /><ul><li>Type of Problem: Issues on Linux on zSeries
  15. 15. Problem Clarification
  16. 16. Database Install Issues on Linux on zSeries
  17. 17. General Issues on Database running on Linux on zSeries
  18. 18. Performance Issues on Database running on Linux on zSeries
  19. 19. RAC on Linux on zSeries</li></li></ul><li>SR Monitoring<br />We keep a weather eye open on new SRs on Linux on Z – even if they are generic<br />Just to make sure everything’s moving well<br />We’ll intervene if we think it’s necessary<br />Update the SR<br />Pull the SR to the specialist team<br />Engage additional resources <br />Engage third parties – for example IBM<br />Inform account management<br />
  20. 20. Last resort <br />Damian.Gallagher@oracle.com<br />
  21. 21. <Insert Picture Here><br />Escalations<br />Bringing Management Attention to your Service Request<br />
  22. 22. Service Request Severity Definitions<br />No loss of service or resources<br />Minor loss of service or resources<br />Severe loss of service or resources w/o acceptable workaround<br />Complete loss of service or resources and work cannot <br />reasonably continue - the work is considered “mission critical”<br />
  23. 23. Raising Severity vs. Escalations<br />Customers believe that Severity 1 issues or increases in Severity are Escalations – this is not correct. Escalating an issue means bringing management attention to your Service Request and when appropriate more resources. This direct, 2-way dialogue with a Manager in Support is where the next action plan will come from. Severity increases will be discussed during this dialogue. <br />If the severity level of the SR becomes inappropriate over time, it may be raised by mutual agreement between the Oracle Support Engineer and the Customer.<br />
  24. 24. Escalations<br />Encounter critical roadblocks<br />Communicate Business issues to managers within Oracle Support<br />Dissatisfied with resolution or response<br />Escalate issues in a timely manner<br />Quality of escalation criteria is key:<br />Project deadlines?<br />Lost Revenue?<br />Government reporting?<br />Users at your door?<br />
  25. 25. Escalation Process<br />http://www.oracle.com/support/contact.html<br />V.P. or Executive<br />Senior Manager <br />or Director<br />Manager /<br />Escalation Manager<br />Support Representative<br />Customer<br />
  26. 26. Last resort <br />Damian.Gallagher@oracle.com<br />
  27. 27. My Oracle Support Communities<br />Migration from the older Forum format<br />Actively managed and moderated<br />Encourages user posts<br />Spotlight and highlight posts<br />Specific community for zSeries customers<br />Accessed via My Oracle Support (Metalink)<br />
  28. 28. Here we are !! <br />
  29. 29. Yep<br />
  30. 30. Getting Started<br />zSeries <br />
  31. 31.
  32. 32. Diagnostic and performance tools<br />Oracle Configuration Manager<br />Remote Diagnostic Agent<br />LTOM<br />OSWatcher<br />
  33. 33. Oracle Configuration Manager<br />Installed with CPU by default<br />Configuration Support Manager utilizes core configuration management capabilities available from Oracle Enterprise Manager and provides:<br /> The ability to define configurations and organize projects<br />A central view of Configuration details and changes<br />Improved Service Request tracking and submission<br />Proactive problem avoidance with Health Checks<br />Proactive Product and Security Alerts<br />
  34. 34. Benefits<br />Benefits for customers, based on experience so far are:<br />30% Reduction Service Request Log Time<br />20% Faster Response Time to Service Requests<br />40% Faster Issue Resolution<br /> 25% Problem Avoidance with Alerts and Health Checks<br />
  35. 35. Remote Diagnostic Agent<br />A one off snapshot of system and Oracle<br />Oracle Installation information<br />Performance loadings<br />Configuration files<br />OS Kernel settings<br />System load information – CPU, memory and IO<br />Everything an engineer needs to understand a system<br />Always load one when opening a SR<br />
  36. 36. The Lite Onboard Monitor (LTOM)<br />A java program designed as a real-time diagnostic platform for deployment to a customer site.<br />differs from other support tools, as it is proactive rather than reactive. <br />provides real-time automatic problem detection and data collection.<br />runs on the customer's UNIX server, is tightly integrated with the host operating system and provides an integrated solution for detecting and collecting trace files for system performance issues. <br />The ability to detect problems and collect data in real-time will reduce the amount of time it takes to solve problems and reduce customer downtime. <br />
  37. 37. Major features<br />Automatic Hang Detection <br />System Profiler <br />Automatic Session Tracing <br />
  38. 38. Automatic Hang Detection <br />The advantage of using automatic hang detection, is that if the database hangs at 2:00 in the morning and no one is around, the necessary diagnostic traces  will be collected and a hang report will be generated. <br />Email notification can be configured that will alert the user to the hang. <br />To prevent traces from constantly being generated once a hang is detected, only one set of diagnostic traces are collected and no further hangs will be detected until the mode has been turned off and re-enabled. <br />LTOM can also automatically determine the level of tracing based on the level of impact to the system of collecting additional diagnostic traces. <br />
  39. 39. Default collection<br />Once any session has been identified as hung, diagnostic traces are automatically generated. The type of hang diagnostic and number of diagnostic traces collected is determined by what has been defined in the rules file <br />HangAnalyze Level 3<br />Systemstate Level 266<br />Wait 60 seconds<br />HangAnalyze Level 3<br />Systemstate Level 266<br />
  40. 40. The System Profiler<br />Provides the ability to continually collect data from both the operating system and oracle and provides an integrated snapshot of the overall health of the operating system together with the database.<br />This data collection contains the output from operating system utilities (top, vmstat and iostat) along with Oracle session data (v$session, v$process, v$sesson_wait, v$system_event and v$system_statistics). <br />The recording frequency and subsets of available data can also be configured when running the tool. <br />
  41. 41. Automatic Session Tracing <br />Uses a set of rules to determine when to turn on SQL trace for individual oracle sessions, using event 10046 level 12 trace. <br />Rules can be defined for database wait events, CPU and specific users. <br />For rules based on wait events, the automatic session recorder monitors certain V$ views at specified intervals and computes the average wait time between intervals for each event.  This computed average wait time is compared to the rule definition for that event, if any. If a rule has been defined for that event and if the average wait time exceeds the rule threshold for that event then LTOM turns on tracing for that session.<br /> For rules based on CPU, the automatic session recorder computes the amount of CPU used by the session between intervals and compares it to the rule. <br />For rules based on specific users, the automatic session recorder traces any session owned by that user. <br />
  42. 42. OSWatcher<br />A series of shell scripts that collect specific kinds of data, using Unix operating system diagnostic utilities. Control is passed to individually spawned operating system data collector processes, which in turn collect specific data, timestamp the data output, and append the data to pre-generated and named files. OSW invokes the distinct operating system utilities listed below as data collectors. These utilities will be supported, or their equivalents, as available for each supported target platform.<br />ps<br />top<br />mpstat<br />iostat<br />netstat<br />traceroute<br />vmstat<br />
  43. 43. Reports<br />Both OSWatcher and LTOM are designed to have their data processed by a graphical postprocessor – supplied, which provides a graphical view over time.<br />This makes it simple to see what was going on before a critical event – this is usually what gets missed – its not the event that matters, usually, but the profile leading up to it – ‘the knee’.<br />
  44. 44. Q<br />&<br />A<br />
  45. 45. The preceding is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.<br />Oracle Confidential<br />
  46. 46. Oracle Products Available Online<br />Oracle Store<br />Buy Oracle license and support online today atoracle.com/store <br />

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