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Ops service requests_100

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In this course, you learn how to register your cloud account with Oracle Support, define severity levels and SLAs, and create and checking support ticket status.

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Ops service requests_100

  1. 1. 1Copyright © 2018, Oracle and/or its affiliates. All rights reserved.Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Service Requests Level 100 Sanjay Narvekar November 2018
  2. 2. 2Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Topics • Registering Your Account with Oracle Support • Defining Severity Levels and SLAs • Creating and Checking Support ticket status • FAQ
  3. 3. 3Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Registering Your Account with Oracle Support This work flow is NOT applicable to POC customers. Please work with your CSM for support. • Before registering, ensure that you have the following information with you: • CSI number received with your order • Register your account @https://support.oracle.com (Make sure you are choosing ‘Cloud’ Option and not the ‘Traditional Support’ Option) • Once logged in, Dashboard will be visible.
  4. 4. 4Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Severity definition and SLAs Before Creating support ticket its important to review the Severity Levels and SLAs • Severity 1: • Your production use of the supported programs is stopped or severely impacted that you cannot continue work • You experience a complete loss of service • The operation is mission critical to the business and the situation is an emergency • A Severity 1 service request 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 • Reasonable efforts will be made to respond to Severity 1 service requests within one hour
  5. 5. 5Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Severity definition and SLAs • Severity 2: • You experience a severe loss of service. • Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion. • Severity 3: • You experience a minor loss of service. • The impact is an inconvenience, which may require a workaround to restore functionality • Severity 4: • You requested information, an enhancement, or documentation clarification regarding your software but there is no impact on the operation of the software. • You experience no loss of service. The result does not impede the operation of a system. Further details on Support Policies https://www.oracle.com/support/policies.html
  6. 6. 6Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Oracle Cloud Support Navigate to: http://support.oracle.com
  7. 7. 7Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Cloud Support Portal vs. My Oracle Support Portal
  8. 8. 8Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Cloud Support Portal - Dashboard SRs logged by you SRs logged by other users Switch to My Oracle Support My Account Settings and Logout Create new Service Request
  9. 9. 9Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Personalization • Language • Contact method • Accessibility options My Account • Contact information • Phone • Time zone Cloud Support Portal - Settings
  10. 10. 10Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Create Service Request If you are unable to find solution through Knowledge Base and Communities For Cloud Specific Requests • P2T refresh • Zone configuration • Setup request Create Service Request button Create SR using icon pre-populates Service Type/Name fields
  11. 11. 11Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Create Service Request – Problem Description Easy 3-step process Select Problem Type Carefully Verify contact information Set the Severity Answer all mandatory and optional questions Proceed to next step
  12. 12. 12Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Create Service Request – Problem Type – Guided Solution Select Problem Type Guided Solution
  13. 13. 13Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Create Service Request – Additional Details Provide additional details Upload screenshots , log files, etc. Proceed to next step
  14. 14. 14Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Create Service Request – Confirmation
  15. 15. 15Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Partnership Severity Levels and Business Impact Severity Level Business Impact Technical Impact 1st Response Update Frequency Resolution Time 1 Mission Critical Business Impact < 1 Hour (telephone preferred) Continual Updates 24x7 Co-Owned 2 Serious Business Impact Communication Preference Multiple Updates 24-48 hours Co-Owned 3 Minor Business Impact Communication Preference Updates 2-3 Business Days Co-Owned 4 No Business Impact Communication Preference Updates 3-5 Business Days Co-Owned For Severity if you do not have the resources to work 7x24, uncheck it option.
  16. 16. 16Copyright © 2018, Oracle and/or its affiliates. All rights reserved. When working a Service Request… Service Request Header Fields Action Buttons • Documentation is essential (complete and structured) • Monitor changes in your Service Request and reply promptly • Request phone calls and web conferences where appropriate • Call Support when a change in severity becomes necessary • Request managerial attention concerns via the escalation process.
  17. 17. 17Copyright © 2018, Oracle and/or its affiliates. All rights reserved. FAQ Question Answer How does Preferred Method of Communication impact the support ticket If a customer has selected ‘email’, the support team will respect that choice and not make outbound phone calls How is Severity 1 ticket handled All Severity1 tickets fall into a 24x7 bucket, ticket can be transferred around the globe to maintain on shift contact. Support team expects customers who file Sev1 tickets to have (24x7) availability. What if I am not getting expected support Please contact Oracle support directly (https://www.oracle.com/support/contact.html) OR get in touch with your Account representative with you Service Request number and details. I am a Free credits Promo customers & have a CSI number, how will my support differ Free Credit Promo customers do not have defined SLAs even for Sev1 tickets OR reach out to Oracle support using the link above Who can I reach out to if I need assistance with opening a Service Request Oracle CSM assigned to your account can guide you on how to open the ticket
  18. 18. 18Copyright © 2018, Oracle and/or its affiliates. All rights reserved. Service Requests - Summary You should now be able to • Register your account with Oracle support • Create, update and monitor Service Requests on Oracle Support website
  19. 19. 19Copyright © 2018, Oracle and/or its affiliates. All rights reserved. cloud.oracle.com/iaas cloud.oracle.com/tryit

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