Engineered Systems Welcome Package Note

Asset ID:	1-79-1986135.1
Update Date:	2016-08-16
Keywords:

Solution Type Predictive Self-Healing Sure

Solution 1986135.1 : Engineered Systems Welcome Package Note

Applies to:

Zero Data Loss Recovery Appliance X4 Hardware - Version All Versions and later
Exalytics In-Memory Machine X3-4 - Version All Versions and later
Oracle Exalytics T5-8 - Version All Versions and later
Oracle Database Appliance - Version All Versions and later
Oracle Virtual Compute Appliance X4-2 Hardware - Version All Versions and later
Information in this document applies to any platform.

Purpose

Welcome Package to introduce customers to the support processes for Engineered Systems.

Scope

This document applies to ALL Engineered Systems

Details

Community Call Schedule	Engineered Systems Community Call Schedule (Doc ID 2016778.1)	Customers are strongly encouraged to attend one of these calls to learn how to obtain the most from your Oracle Support investment. There are key differences in logging an Engineered Systems SR versus logging an SR with your SW CSI. The support model within Engineered Systems also differs from the support model with other Oracle products.
Community Call Presentation	Engineered Systems Welcome Presentation	PDF of slides delivered during the Engineered Systems Welcome Presentation
Technical Support Policies (TSPs)	Technical Support Policies (TSPs)	Terms and conditions for Oracle Support; includes both software and hardware support policies.
MOS	My Oracle Support Accreditation - Series Index	My Oracle Support Accreditation delivers a targeted learning experience to increase your expertise with My Oracle Support core functions and build skills to help you leverage solutions, tools, and knowledge.
	How to use My Oracle Support - How-to Training Video Series	Video and step-by-step guides for using MOS
	My Oracle Support Essentials Webcast Series - Schedule	MOS Webcast schedules and presentations
	I miss the Tab Reports - How to create/make/access Reports in My Oracle Support	How to take advantage of useful reporting features in MOS.
	My Oracle Support How to Series: How to use Hot Topics Email notification to subscribe to Support Product News, SRs, Bugs, etc. and events so that you Never Miss an Important Update - [VIDEO] (Doc ID 793436.2)	Video and step-by-step instructions on how to configure Hot Topics so you receive email notifications for important alerts, knowledge content, etc...
	How-to use My Oracle Support - Customer User Administrator(CUA) Role and Responsibilities	CUA resource center with instructions for all aspects of managing support identifiers
	What Does Status 'Pending Oracle Approval' Mean And How to Expedite Activation	How to handle a support identifier CUA request that is pending Oracle approval.
Engineered Systems Support Model	Engineered Systems Support Model	Explains how the Engineered Systems support model is different and the issues handled by the Engineered Systems engineers for each Engineered System.
Logging SRs	Logging Service Requests (SRs) for Engineered Systems	A step-by-step document for logging Engineered Systems SRs.
	Working Effectively With Oracle Support - Best Practices	Knowledge center on best practices for working with Oracle Support to optimize your experience.
	Discover how to use My Oracle Support - Service Request Management and Best Practices	Video on best practices for working with support.
Escalation Process	How To Request Management Attention to a Service Request (SR) with Oracle Support Services	How to request Support Management's Attention to a Service Request
Engineered Systems Quick Reference Guide	Engineered Systems Support Quick Reference Guide	Highlights of key information regarding Engineered Systems support processes.
Engineered Systems Resource Center	Engineered Systems Resource Center	Your starting point for technical information about Engineered Systems
Platinum Services	Welcome to Oracle Platinum Services Platinum Welcome Community Call and OASP Call Schedule (Doc ID 1960456.1)	Your starting point for information about Platinum Services and link to schedule for Platinum and OASP community calls.

References

<NOTE:1544004.2> - How-to use My Oracle Support - Customer User Administrator(CUA) Role and Responsibilities
<NOTE:603505.1> - How to use My Oracle Support - How-to Training Video Series
<NOTE:1583898.1> - Oracle Support Accreditation - Series Index
<NOTE:1392174.1> - Engineered Systems Resource Center
<NOTE:1605750.1> - Welcome to Oracle Platinum Services
<NOTE:1544006.1> - Discover how to use My Oracle Support - Service Request Management and Best Practices
<NOTE:553747.1> - My Oracle Support Essentials Webcast Series - Schedule
<NOTE:1278196.1> - What Does Status 'Pending Oracle Approval' Mean And How to Expedite Activation
<NOTE:166650.1> - Working Effectively With Oracle Support - Best Practices

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