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10 Ways to help yourself BEFORE you log a
Service Request with Oracle Support !

• Lynn Pionkowski
• Customer Support Manager - Global Customer
  Support
• lynn.pionkowski_at_oracle.com

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Support Investment

• Support Portal
• My Oracle Support Metalink3
• Support Tools
• Tools, Diagnostics, Scripts
• Support Resources
• Web 2.0 technologies
• Plug-Ins and Add-ons
• Support Education
• Support Best Practices

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Support PortalMy Oracle Support / Metalink3

• Support Configuration Manager
• Proactive alerts, notifications and subscriptions
• Knowledge Base 500,000 solutions
• Patches and Product Updates
• Communities Forums
• Service Requests
• Creation, Reporting, Managing
• WebConferencing Support capability (new user
  test)
• Customer-controlled User Administration
• Advisor Webcasts
• PSFT/JDE
• Oracle Tech, FMW EBus

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Support Tools

• Maintenance Wizard
• 200 Oracle Diagnostic Tests
• 300 DBA Scripts
• Performance Tuning Tools and Scripts

• Change Assistant
• Change Impact Analyzer
• Performance Monitor

• Upgrade Wizard
• Application Deployment Manager
• Script Checker Utility

• Change Assistant
• Support Assistant
• Performance Monitor

• Support Assistant
• Net Change Analyzer

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Support ToolsDBA / Developer Resources Tools

• My Oracle Support Configuration Manager
• Dozens of Healthchecks and Patch advisors
• 10g 11g Upgrade Companion
• Remote Diagnostic Agent (RDA)
• 19 pre-built tests and enhanced functions
• 300 DBA script library
• Performance Tuning Tools (Unix/Linux only)
• LTOM Lightweight Transaction OnBoard Monitor
• OSW Operating System Watcher
• HangFG Hang File Generator
• Stackx Stack Trace Extraction
• PL/SQL Tuning Scripts
• PL/SQL Profiler
• SQLXPLAIN Plan
• TRACANALYZER
• Ora-600/7445 Tool

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Support ToolsEBus DBA / End-User Resources
Tools

• My Oracle Support Configuration Manager
• Dozens of Healthchecks and Patch advisors
• EBusiness Diagnostic Support Pack
• 250 Diagnostics for the EBusiness Applications
• Product Setup Diagnostics
• Product Activity Diagnostics
• Month-End Close Scripts for Financials
• US Year End HR
• Data Collection Diagnostics
• Maintenance Wizard for EBusiness Upgrades
• EBusiness Applications Upgrade Tool
• R12 EBusiness Information Center for Best
  Practices
• White Paper
• Upgrade Guide
• Install Guide

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Support ToolsPSFT/JDE Resources Tools

• My Oracle Support Configuration Manager
• Available for PeopleTools
• PSFT Enterprise 8.48
• JDE EnterpriseOne 8.97
• Change Assistant
• Product maintenance tool for fixes and patches
• Both for PSFT and JDE
• Performance Monitor
• Both for PSFT and JDE
• Change Impact Analyzer PSFT
• Setup Assistant PSFT
• Support Assistant - JDE

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Community Resources in Web 2.0Connecting People
to People not just People to a Portal

• My Oracle Support, Communities (formerly Forums)
• OTN Forums
• Oracle Wiki
• Oracle Blogs
• Oracle Podcasts
• Oracle Newsletters
• Oracle Mix
• AskTom
• OracleCommunity.net
• UserGroups
• Knowledge Base, Conf. Paper Archives, Forums,
  WebEvents, CABs, SIGs, RUGs and ER Voting System

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Support Education

• Oracle University
• Oracle By Example
• Hundreds of step-by-step Tutorials
• Server Tech and BI only
• Oracle Events
• Regional
• Webcasts all archived and downloadable
• Advisor Webcasts
• My Oracle Support schedule and archived for
  replay
• PSFT/JDE
• Oracle Tech, FMW EBus

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Support Best Practices

• Advisor Webcasts
• Oracle My Oracle Support/Metalink RDBMS, FMW,
  EBus
• Oracle My Oracle Support/Metalink3 Siebel,
  Hyperion, PSFT, JDE
• My Oracle Support Configuration Manager
• Introduction to My Oracle Support
• Introduction to MetaLink3
• Working Effectively with Support
• Critical Issue Handling and Escalations
• Premier Support and Lifecycle Management
• Advanced Support Best Practices
• Diagnostics for EBusiness Suite
• DBA Tools and Diagnostics
• PSFT/JDE Change Assistant and more

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