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Tips for getting most of Oracle support when opening SRs. How to escalate
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My Oracle Support
1.
“My” Oracle Support How
to get the most out of it for our clients Slides by: Stefan Knecht
2.
“My” Oracle Support •
Introduction • Terminology • People and Structures • Use Cases • In closing… • WAIT #0: nam='SQL*Net message from client‘ ela=? © 2015 Pythian Confidential2
3.
Introduction • Disclaimer: I never
worked for Oracle, or for Oracle Support Services. What’s presented herein is based on my own experiences in dealing with Oracle Support. © 2015 Pythian Confidential3
4.
Introduction • Before we
get started, consider: – Money talks – You’re not alone – No matter the position, they are all people – Manage your expectations © 2015 Pythian Confidential4
5.
“My” Oracle Support •
Introduction • Terminology • People and Structures • Use Cases • In closing… • WAIT #0: nam='SQL*Net message from client‘ ela=? © 2015 Pythian Confidential5
6.
Terminology • Service Request
(SR, TAR) – Communication channel to Oracle Support staff • Escalation – Escalated SR gets treated with higher internal priority – Escalated BUG gets treated with higher priority – Doesn’t necessarily mean you’re unhappy – Gets management attention • Customer Support Identifier (CSI) – Link to your contract, licensed products – Defines the level of support you can get © 2015 Pythian Confidential6
7.
Terminology • Premier Support –
The “normal” Oracle Support • Advanced Support – Extra cost, named technical contact – Priority handling (optional as add-on) • Sustained Support – Extra cost, de-supported products can still be supported © 2015 Pythian Confidential7
8.
Terminology • Severity – 1:
high customer impact • Follow the sun – 2: medium customer impact • Worked during local business hours – 3: low customer impact – 4: very low customer impact • Priority – Internal – you can’t see it, but it defines how far up in the queue you are © 2015 Pythian Confidential8
9.
Terminology • Backport – Fix
is already included but in a newer version – Code must be ported back to your version – Not available for older versions • Merge Request – Fix conflicts with an existing patch – Fixes must be merged and the new patch applied © 2015 Pythian Confidential9
10.
“My” Oracle Support •
Introduction • Terminology • People and Structures • Use Cases • In closing… • WAIT #0: nam='SQL*Net message from client‘ ela=? © 2015 Pythian Confidential10
11.
People • HUB staff –
First point of contact if you call – Can create SR, and assign SR to engineers – Re-assigns SR to different engineer (time zone, slow) – Schedules manager call backs – Can change severity of SR – Can escalate SR – Available in local languages in most countries, during local office hours – Available 24x7x365 in english © 2015 Pythian Confidential11
12.
People • Analyst /
Support Engineer – Handles SR – Is interface between you and development – Works in predefined shifts – They usually don’t tell you their shift, but are happy to if you ask © 2015 Pythian Confidential12
13.
People • Developer – Works
on the ORACLE code – Usually won’t talk with you directly – Maintains updates to BUGs (usually you can’t see) © 2015 Pythian Confidential13
14.
People • Account Manager –
Every customer that has a CSI usually has one – Is the assigned contact in licensing topics – Can provide great boost for a problematic SR – You should have his phone number in your cell • For Pythian, we should build a list of all our client’s account managers • In case “it” hits the fan, they can help out a lot © 2015 Pythian Confidential14
15.
People • Duty Manager –
Oracle Support Services staff that manages a team of analysts – Escalations end up on his desk initially – Can assign the best engineer for your case from his team – Can assign your case to another team (incl. special teams) © 2015 Pythian Confidential15
16.
People • Advanced Resolution
Specialists – Usually escalated issues end up assigned to them – Product-centric specializations – When they get involved things move more quickly • Global Escalation Manager – Handle the “big” cases – JET “Joint Escalation Team” – One per region / country – Initiate contact through the account manager © 2015 Pythian Confidential16
17.
Structures © 2015 Pythian
Confidential17
18.
“My” Oracle Support •
Introduction • Terminology • People and Structures • Use Cases • In closing… • WAIT #0: nam='SQL*Net message from client‘ ela=? © 2015 Pythian Confidential18
19.
Use Cases …
or “what do I do if…” • Slow response time in SR – Call the HUB – Could be due to time zone • Ask for the SR to be reassigned to your local time zone – Could be due to low priority • Talk to the manager – Could be due to low severity • Talk to the analyst, or his manager and increase severity – Ask for a manager call back • Do this by calling the HUB not just updating the SR • Updates asking for management or escalations often are ignored – the HUB won’t ignore you © 2015 Pythian Confidential19
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Use Cases …
or “what do I do if…” • Engineer is a noob – It happens, we all started somewhere – Call the HUB – Ask for a reassignment – Sometimes no reason is required – Otherwise just say something like “I’d like to get a fresh set of eyes on the issue and make sure we are making appropriate progress” – Be polite, be professional © 2015 Pythian Confidential20
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Use Cases …
or “what do I do if…” • Engineer is good but too slow – Perhaps he’s overloaded with a couple sev 1 – If you have a critical issue, involve the manager How to deal with the duty manager: Have the following data ready before you talk to him: – Business impact (from the clients PoV) – Is there a workaround? Is it feasible for you? – Do you want to escalate it? – Is the a current impact or the threat thereof? – Does it affect a customer milestone? © 2015 Pythian Confidential21
22.
Use Cases …
or “what do I do if…” • The bug is being handled too slow – Talk to the duty manager (have data ready) – Ask for an escalation • There’s lots of bugs. Development time is often assigned to who screams the loudest • Don’t take the screaming literally – Involve the account manager © 2015 Pythian Confidential22
23.
Use Cases …
or “what do I do if…” • You got the wrong solution (once, twice, etc) – Involve duty manager explain the mistake – Escalate it – Involve account manager if it’s a critical issue Never hesitate to escalate! © 2015 Pythian Confidential23
24.
“My” Oracle Support •
Introduction • Terminology • People and Structures • Use Cases • In closing… • WAIT #0: nam='SQL*Net message from client‘ ela=? © 2015 Pythian Confidential24
25.
In closing … •
Be reasonable – If you didn’t provide an update in two weeks, explain why, or don’t expect them to provide one within the hour • Low severity SRs are just that, low severity SRs – Don’t expect an answer in 15 minutes – Call them if you don’t get anything in days – Calling the HUB always helps © 2015 Pythian Confidential25
26.
In closing … •
Severity 1 – Oracle provides follow-the-sun • That doesn’t always help and induces overhead • Handovers must be made – Or you’ll go back and forth with the same Q and A – Request the managers to supervise the handovers if they are lacking • Stay in close contact with the duty manager • Stay in close contact with the account manager • Stay in close contact with your colleagues who work on it during your absence as well!! © 2015 Pythian Confidential26
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In closing … •
Severity 1 (continued) – Sometimes an escalated Sev 2 is faster • A single skilled engineer dedicated to your issue during his shift • Can be requested through duty manager – Ask for advanced resolution team involvement • This often happens when duty manager is involved • They don’t like having Sev 1 unresolved in their quota either © 2015 Pythian Confidential27
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In closing … •
Severity 1 (continued) – Escalate it further – Calling is always better then updating the SR yourself – If all else fails • Get your account manger to contact the global escalation manager for the customer’s territory • Contact the product manager for the product that has issues (ask around, Pythian knows lots of them) © 2015 Pythian Confidential28
29.
“My” Oracle Support •
Introduction • Terminology • People and Structures • Use Cases • In closing… • WAIT #0: nam='SQL*Net message from client‘ ela=? © 2015 Pythian Confidential29
Editor's Notes
Money talks: What’s meant by that is that you can’t expect the same level of support when creating your SR on a CSI for a client that pays USD 5000 per year in support costs, as for a client that pays USD 2000000 per year in support costs.
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