ToEnsureYourBusinessSuccess摘要.pptVIP

Support Terminology Support Acronyms and Terminology What is ... / How … A CSI Number? Customer Service? Contact Customer Service A SR - SR Number – MetaLink? Working Effectively With Support Questions to Help Us Understand Your Environment Do you have internet access? Have you tested remote connection? Do you have multiple test environments? Do your test environments mirror production? Does your implementation schedule allow adequate time for testing? Do you have the skills for the products involved? Do you maintain a system log book to track changes? Do you have a process that manages patches and patch testing? Framing the Issue Clear problem statement: object/defect Is the problem reproducible? Test and Production? Review recent changes that were implemented Review Templates and gather all information required Review our knowledge content on MetaLink Forums Top Tech Docs Contact Support – iSR Escalations How to get extra help when you need it… Why escalate? In some cases the SR resolution process may not match your business needs Some examples Project milestone is within 1 week and is on critical path, with concern about problem resolution by this date Erroneous functionality is causing major extra work / costs for the business and more progress in the resolution is required In such cases you can escalate your Service Request Escalations: Still Progress Unsatisfactory? SR Status Codes NEW New SR WIP Work In Progress RVW Review 1CB 1st Callback 2CB 2nd Callback IRR Immediate Response Required INT Awaiting Internal Response WCP Waiting for Customer to apply Patch CUS Waiting on Customer SLP Sleep until Customer Available LMS Left Message SCL Soft Close HCL Hard Close DEV Assigned to Development Innovative Tools and Programs Let us help you solve the problem faster… “Collaborative Support” – Vision Oracle Web Conferencing Next generation of Oracle Direct Connect - hosted by Oracle and part of Collaboration Suite Easy to launch directly from the MetaLink