working effectively with primavera support
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Working Effectively with Primavera SupportJennifer WoodfordSr. Director, Global Customer Support
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The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions.
The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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Agenda
• Support Priorities• New Support Resources• MyOracleSupport (MOS)• Best Practices for Reactive Issues• Summary• Q&A
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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
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Oracle Premier Support Comprehensive Coverage enhanced by Proactive Support features
Service and Support
Quickly diagnose and resolve issues
Expert technical supportRapid-response field serviceLifetime Support
Tools and Resources
Get the most of your Oracle products with
proactive featuresOracle knowledgebaseProduct health checksMy Oracle Support
Product Innovation
Keep pace with change and capitalize on new
opportunitiesUpdatesNew releasesTools to assist with patching and upgrades
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Perceived Value of Proactive Services
Nine out of ten (93%) respondents worldwide agree it is important for IT providers to invest in product and service Innovation.
IDG Research Services "The Future of IT Services and Support.”Base: 308 Total; 100 U.S..; 100 EMEA; 100 APAC Jan. 2010.
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New Support Resources
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Product Information Centers
• One stop shop for release specific information– Upgrade Tools and Tips– Critical Patch Updates– Announcements
• Available for:– Primavera P6 Enterprise Project Portfolio Management v7– Primavera P6 Enterprise Project Portfolio Management R8– Primavera Contract Management v13– Primavera Portfolio Management v8– Primavera Risk Analysis 8.7
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P6 v7.0 PIC
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Oracle Configuration Manager (OCM)
• Support capability that automates configuration information exchange between Oracle and our customers enabling faster resolution and proactive detection of issues that our customers might encounter.– Ability to define configurations and organize projects– View of System details and changes– Create, track and status Service Requests– Advanced Knowledge Management capabilities– Proactive problem avoidance with Healthchecks
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Base Content Slide
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Healthchecks
• Health Checks are a feature within MOS that are driven off of configuration data collected by the Oracle Configuration Manager– Point in time checks tests that identify critical risks to a
customer’s IT environment that have caused or may cause a security breach or service outage
– Provide advice on corrective actions
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Available Healthchecks – March 2011
Product Healthcheck Doc ID
CM Currently Running Contract Management version 13 with no Service Packs
1905739.1
P6 Primavera P6 Web Access is set up for non-native authentication using LDAP or WebSSO
1095735.1
P6 File Logger is disabled in Primavera P6 Administrator and therefore P6 Web Access messages will not be logged to the “WebAccessLogs” folder
1095734.1
P6 The “Maximum memory allocated to Java Applets” setting in the Primavera P6 Administrator is NOT set to a recommended value of 256 or greater
1095737.1
P6 Tracking is set to true (enabled) in the Primavera P6 Administrator
1095736.1
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Advisor Webcasts
• Hour long presentations given by subject matter experts on Oracle Primavera products, technologies and services
• Schedule and registration available through MOS– Doc id 740966.1
• Sessions recorded and archived after initial live session– Doc ID 740964.1
• Upcoming Webcasts– April 20: Methodologies vs. Template Projects– April 26: Introduction to P6 Web Services
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Archived Advisor Webcasts
Product Advisor Webcast TitleP6 P6 Tips and Tricks
Using P6 Web Services with Event NotificationP6 R8 Documentation, System Architecture and Components for New Installation and UpgradeLearn About the New Features Available in P6 R8P6 R8 Planning and Migration Considerations
Introduction to the P6 Integration APIFuture Bucket Planning in P6 (planning non-linear resource usage)
CM Customizing the User Experience in Primavera Contract ManagementContract Management Application Server Security ConsiderationsDisaster Recovery: How to Prepare Your Contract Management EnvironmentUsing a Content Repository to Manager Documents with Contract Management 13
Risk Analysis Importing Data into Primavera Risk Analysis and Interpreting the ResultsInterpreting the Tornado Graphs in Primavera Risk Analysis
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Additional Resources
• Primavera Support Newsletter– Just launched in January 2011– Available in MOS Doc ID 1280192.1– To subscribe, email [email protected]
• EPPM Quarterly Newsletter– Valuable information on Primavera products, events, etc.– How to subscribe: Doc ID 1174934.1
• Fifth level bullet
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Primavera MOS Community
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My Oracle Support Tips
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Access to My Oracle Support (MOS)
• Login at https://support.oracle.com– Valid Support Identifier needed
• New Users need to register– Then, request to add Support Identifier to profile; Customer User Administrator (CUA)
will approve• CUA - Helpful KM documents
– FAQ: Customer User Administrators - Guide for new CUAs (1098714.1)– What to do if you have no Customer User Administrator for your CSI on My Oracle
Support (1235933.1)– How To Change User Privileges In My Oracle Support for Customer User Administrators
(CUA) (1071873.1)
• Questions or Problems with registering/logging in, call Global Support • US number = 1.800.223.1711
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My Oracle Support
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Using PowerViews
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See document id 603505.1 for additional information on Knowledge Home and Searching
Explore Knowledge Available
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Sources Available to Search
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Recent Searches
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Service Requests
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Contact Preference
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Initial SR
Subsequent SRs
Service Request Profile
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Best Practices
for Reactive Issues
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Support Service Request Process
Once SR is assigned, to reach Engineer directly: •Call 800.223.1711•Press 1 for Existing Service Request•Enter the SR Number, then #•Press 1 to confirm SR Number
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When Working a Service Request
• Documentation is essential• Milestones / Key Project Dates• Request phone calls where appropriate• Request Collaborative Support sessions when appropriate
(OWC)• Test in standard environments• Monitor changes in SR Status and Severity• Communicate when a change in Severity becomes necessary• Escalate concerns via the Escalation Process
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Escalation Process
• Escalating an issue means bringing Oracle Support Management attention to your SR
• Provides a 2-way dialogue with a Manager in Support• Escalation is not required to adjust the severity of an SR
– To change the Severity up or down, simply update the SR, ask the assigned Engineer, or call the Oracle Support line to request a change
• Asking to adjust the Severity of your SR is NOT considered an escalation– Severity increases may be discussed during an escalation dialogue with
a Manager
Escalation = Talking with a Manager
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Support Representative
Manager /Escalation Manager
Senior Manager or Director
V.P. or Executive
Customer
Call US: 800 223 1711Other Global Support Hot Lines:
http://www.oracle.com/support/contact.html
Escalation Process
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Summary
• Check out the new Support Resources– PICs, Advisor Webcasts, OCM and Healthchecks
• Sign-up for the Oracle Primavera Support Newsletter• Remember to use PowerViews, set your Contact
Preference and save SR Profiles in MOS• Provide key information when logging an SR • Enjoy the rest of Collaborate 11!
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Other Great Support Sessions this week at Collab11
Come visit the Primavera Support ClinicPeabody Hotel – Challenger 39Wednesday: 11am – 2:30pm
Thursday: 8:30-10:30am
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