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
Before the end of 2009, Oracle had two support web site that are fusionned in one.
Minimize system disruption through:
Reactive:
Proactive:
Predictive:
Date of End Support after the GA
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 |
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 |
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:
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.
Tools that provides a mechanism for uploading both diagnostic and configuration information as attachment to an SR.
RDA (Remote Diagnostic Agent) is:
and collect only:
You can download Oracle Support Hub and Mass Deployment Tool from the Collectors tab in my Oracle Support.
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:
For an escalation process (to an manager level), you have to update SR in My Oracle Support and then call into Support.
The can be accessed via:
For example:
Web-conferencing
Complete portfolio of services covering the entire solution lifecycle
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Systems are named collections of hardware, software and operating system running on a machine.