Oracle Company - My Oracle Support (MOS)
About
MOS is an acronym for My Oracle Support. It's the single entry for the Oracle Support. You can touch it on this URL:
Contact: Local contact phone number
Articles Related
History
Before the end of 2009, Oracle had two support web site that are fusionned in one.
- My Oracle Support for the products :
- Oracle,
- Agile,
- Metasolv,
- Empirix,
- BEA
- Metalink 3 for the products :
- Siebel,
- Hyperion,
- PeopleSoft,
- JD Edwards
Oracle Support Priorities
Minimize system disruption through:
- Problem Avoidance (resolving configuration and data issues that would cause processes to fail)
- Self Service Resolution (resolving problems without the need to contact Oracle Support)
- Reduction in Resolution Time (minimizing the time spent to resolve an issue)
Support Maturity Model
Reactive:
- System goes down
- You call Support
- You wait for Support to call back
- Support calls you back
- You download and install a patch
- System is eventually recovered
Proactive:
- Support notifies you of the latest patches
- You figure out which patches apply to your system
- You download the new patches
- You install the new patches
- System outage is averted some of the time
Predictive:
- Specific software defect is idenfified
- You are automatically notified of the potential problem & impact
- You’re offered a remedy
- You implement the recommended remedy
- System outage is averted most of the time
LifeTime Support
Date of End Support after the GA
- Premier: 5 years
- Extended: 5+3 years
- Substainable: Indefinite
| Product | Premier Support | Extended Support | Sustaining Support |
|---|---|---|---|
| Major Product and Technology Releases | Yes | Yes | Yes |
| Technical Support | Yes | Yes | Yes |
| Access to Knowledge Base (Oracle MetaLink/ PeopleSoft Customer Connection/Siebel SupportWeb) | Yes | Yes | Yes |
| Updates, Fixes, Security Alerts, datafixes, and Critical Patch Updates | Yes | Yes * | Pre-existing ** |
| Pre-Existing Only | Yes | Yes | Pre-existing ** |
| Tax, Legal, and Regulatory Updates | Yes | Yes | |
| Upgrade Scripts | Yes | Yes | Pre-existing ** |
| Pre-Existing Only | Yes | Yes | |
| Certification with most existing Third-Party Products | Yes | Yes | |
| Certification with most new Third-Party Products | Yes | Yes | |
| Certification with most new Oracle products | Yes | ||
| Certification with most existing Oracle products | Yes | Yes |
- * :New Updates and Fixes created during Extended Support are made downioadable only for the customers with valid Extended Support
- ** :Pre-existing: Any Updates, Fixes, Upgrade Scripts, Security Alerts, and Critical Patch Updates created during Premier Support.
Support fee from the general date of availability:
| Support | Price | Growth vs Premier support fee | Time from GA |
|---|---|---|---|
| Premier support fee | 100 $ | first 5 year | |
| Extended support fee | 110 $ | 10% | year 6 |
| Extended support fee | 120 $ | 20% | year 7 and 8 |
| Sustaining Support | 100 $ | equal (no uplift) | any year |
Multi-vendor Support Program (MVSP)
The Oracle Multi-Vendor Support Program (MVSP) is a program that provides a collaborative structure for support issues involving multiple vendor products. The focus of this program is to enhance the level of customer satisfaction by facilitating 3rd party vendor interactions.
Members of:
- and OPN members
registered for the MVSP, can participate in this program.
OPN Website > Support > MVSP
OPN members must meet the Application Requirements and agree to the Collaboration Requirements below. Requirements may change at the sole discretion of Oracle program management.
Application Requirements
- Partner must be a current OPN member in good standing
- Partner must apply and received confirmation of acceptance for use of this benefit
- Partner must be accepted into the Product Focus Area(s) for the product on which they wish to collaborate
- Partner must have a published profile in OPN Solutions Catalog
- Partner must have a customer that has an active Oracle support agreement
Requirements for Collaboration
- Partner must agree to collaborate with Oracle
- Partner must follow specific inbound Contact Instructions
- Partner must use their MVSP support identifier number assigned
- Partner must provide the mutual Customer’s support ID number
- Partner must respond to all request by Oracle based on the following
- Severity levels:
- Severity 1 – within 1 hour
- Severity 2 – within 2 hours
- Severity 3 – within the next business day
- Severity 4 – within the next business day
- Partner must provide and maintain standard contact information
- Partner must provide and maintain escalation instructions
Data Collector
Tools
Tools that provides a mechanism for uploading both diagnostic and configuration information as attachment to an SR.
Oracle Configuration Manager (OCM)
FMW - (Collector|Oracle Configuration Manager) (Ocm|Ccr)
RDA
RDA (Remote Diagnostic Agent) is:
- a set of command line, diagnostic and data collection scripts
- used to gather detailed diagnostic information about an oracle environment
and collect only:
- data for Oracle Support (a security filter is provided if required)
Utilities
- Harvester EM Grid Control for configuration collection
- Oracle Support Hub - Single point for uploading configuration data]]
- Mass Deployment Tool - Single Point Distribution Tool. Allos for the instllation of configuration manager software to multiples homes from a single point
You can download Oracle Support Hub and Mass Deployment Tool from the Collectors tab in my Oracle Support.
Service Request
First, search the knowledge bases
| Severity | Name | Definition |
|---|---|---|
| Severity Level 4 | No Business Impact | No loos of service or ressources |
| Severity Level 3 | Minor Business Impact | Minor loss of service or resources |
| Severity Level 2 | Serious Business Impact | Severe loss of service w/o acceptable workaround |
| Severity Level 1 | Critical Business Impact | Complete loss of service or resources and work cannot reasonably continue - the work is considered “mission critical” |
Tools:
- RDA: Remote Diagnostic Agent
- Camstudio
Escalation
For an escalation process (to an manager level), you have to update SR in My Oracle Support and then call into Support.
- Asking to increase the severity is NOT an escalation
- Escalating an issue means bringing Oracle Support Management attention to your service request
- Escalating your service request will provide a direct, 2- way dialogue with a manager support
- Severity increases can be discussed during the dialogue
Diagnostic Tools
The can be accessed via:
- the Knowledge tab and selecting Tools and Training or
- or via this link Diagnostic Tools Catalog
For example:
- Maintenance / Upgrade Companion (Wizard)
- RDA: Remote Diagnostic Agent
- DBA Script Library
- Performance Tuning Tools (Linux and Unix only)
- SQL Tuning scripts
- Diagnostic Support Pack
Tuning Tools
Performance
- Han File Generator - Gathers Systemstate and HangAnalyze Trace Files
- OS Watcher - Gathers common operating system and network level metrics
- Lightweight Transaction On-Board Monitor - Provides an integrated solution for detecting and collecting trace files for system performance issues.
- Oracle Performance Diagnostic Guide (OPDG) - Intended to help your resolve query tuning, hang/locking, and slow database issues. Not an automated tool but rather seeks to show methodologies, techniques, common causes and solutions to performance problems.
SQL
- SQLTXPLAIN.SQL. Generates comprehensive diagnostic files normally used in the area of SQL analysis and tuning
- Trace Analyzer - TRCANLZR. Reads and parses one or several SQL traces and producs a comprehensive report with performance related details. Outpu report includes all the detials found on TKPROF, plus additional information normally used for a process performance analysis.
Oracle Collaborative Support (OCS)
Web-conferencing
Customer
Education
- Oracle University
- Oracle by Examole
- Oracle Events (Regional and Webcasts)
Service Catalog
Complete portfolio of services covering the entire solution lifecycle
- Developed to assist customers in:
- Reducing total cost of ownership
- Lowering risk
- Improving business value
- Dynamic filtering and navigation to your required services
- ITIL Phase
- Oracle Line of Business
- Alphabetical
- Summary description of all support services
Success Self-Assessment
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- 10-15 min Complementary on-line Survey on 5 domains:
- Strategy
- Process
- Technology
- People
- Governance
- Received personlaized benchmark study
- Compare results to peer
- Provides advice on25 good practive areas
- Recommends actions to improve practices
- Highlights Oracle Service to assist in practice improvements
- Navigate oracle's Customer Service catalog
- Complete Portfolio of services across the solution lifecycle (ITIL).
Support Newsletters
- enhance the service experience with Oracle Support by pro-actively providing valuable information
- News
- Technical Content
- Technical Updates
- focuses on specific product areas
- Subscriptions can be received via email (subscribe)
Community
- My Oracle Support (Communities)
- OTN Forums
- Oracle Wiki
- Oracle Blogs
- Oracle Podcasts
- Oracle Newsletters
- Oracle Mix
- Asktom
- OracleCommunity.net
- Usersgroups
Transfer of information (TOI)
TOI New features online training
- Available to Oracle Supported customers at product release
- These online courses provide release-specific product knowledge that enables to:
- plan
- implement/upgrade
- and support Oracle Applications and Technology products
Glossary
System
Systems are named collections of hardware, software and operating system running on a machine.