OAUG Customer Support Council

OAUG Support in Focus Newsletter

OAUG Support in Focus is a quarterly newlsetter providing OAUG members with information and updates from the OAUG Customer Support Council. View past issues Members Only Content . Member login required.

Migrating from Classic MetaLink to My Oracle Support

A Message from Oracle:

During the weekend of November 6-8, 2009 we migrated Oracle and BEA customers over to My Oracle Support from Classic MetaLink. Many of our customers are using My Oracle Support and are experiencing benefits from this next generation support platform; particularly from the high degree of personalization provided, as well as increased problem avoidance and significantly faster service request creation and resolution.

On Monday, November 9, 2009, some customers experienced issues with registration and slow performance. We’ve resolved the primary issues and now are focusing on assisting customers with isolated migration issues or change-related start-up and usage questions.

If you do experience any issue logging into My Oracle Support, or would like help with the migration instructions please contact us.

For registration issues, step-by-step instructions are available from the My Oracle Support Registration FAQ (see “Migrating from Classic MetaLink to My Oracle Support” section). Please note: My Oracle Support requires an Oracle Single Sign-On (SSO) for improved security. As we advised prior to the migration, customers must either verify their Classic MetaLink e-mail address against Oracle’s Single Sign-On or create a new Single Sign-On.

For more information, a Post Migration FAQ document is available online.

Also, for those customers who need to access My Oracle Support in a non-Flash Player environment, an HTML-based user interface is available as an alternative from the My Oracle Support login page.

Are you Fully Leveraging Oracle Support Tools and Resources?

The OAUG Customer Support Council (CSC) has a long-standing relationship with the Oracle Support organization and works directly with Oracle Support to:

Help OAUG members get more from their Oracle investments.
Help Oracle Support provide even more value to OAUG members.

During the July CSC monthly conference call, Oracle representatives presented some ideas for fully benefiting from Oracle Support.

Oracle’s Chris Warticki indicated that approximately 80% of customers are not aware of the full value of support services. Many customers could benefit from knowing how to fully utilize support resources, including portals, diagnostics, education, notifications and alerts, and dynamic communities. Reference the PDF copy of Chris’ presentation, The Value of Support Tools and Resources, for a summary of valuable resources and relevant contact information.

Oracle’s Holly Tate provided an overview of Oracle Advanced Customer Services, which is an extension of Oracle Premier Support. Oracle Advanced Customer Services provides enhanced levels of support, as well as on-site and remote support services for Oracle Technology and Application environments to help optimize performance, manage cost and risk, and lower TCO. Review the PDF copy of the Advanced Customer Services presentation for more information.

OAUG Customer Support Council Applauds Oracle’s Efforts to Protect Customer Investments

The OAUG Customer Support Council applauds the announcement that Oracle has waived Extended Support fees for a number of the Oracle major product lines through 2010 and 2011. (more…)

Details about Oracle’s extension of support value to customers are available on the OAUG Web site.

E-Business Suite Release 12.1 — Beneficial Oracle Resources

Note: Log in to My Oracle Support (MetaLink) now to activate the links below.

Oracle E-Business Suite 12.1 provides organizations of all sizes, across all industries and regions, with a global business foundation that reduces costs and increases productivity through a portfolio of rapid-value solutions, integrated business processes and industry-focused solutions.

If you plan on upgrading to Oracle E-Business Suite Release 12.1, having the right information is vital to a successful upgrade project. Your one source for E-Business Suite Release 12.1 implementation readiness information is the Oracle E-Business Suite Release 12.1 Information Center on My Oracle Support. Please bookmark and monitor this site. It has the latest published information on certifications, Release Update Packs (RUPs), diagnostics and documentation resources.

Under the auspices of the OAUG Board, the Customer Support Council represents Oracle Applications customers to Oracle Applications Support by:

Reviewing and responding to proposals and initiatives of Oracle.
Providing feedback as requested by Oracle.
Inform Oracle Applications Support of member concerns.
Assist members and customers in understanding Oracle Applications Support services by:
- Presenting sessions at national and regional user group meetings.
- Polling members on issues relating to support.
- Suggest best practices for customer internal support organizations.

If you have any questions regarding Oracle’s support policies or concerns about potential changes to these policies, please e-mail support@oaug.com.