OAUG Customer Support Council

PeopleSoft Customers: Customer Connection Set to Retire November 2008 —Find Out What You Need to Know!

PeopleSoft Customers, be sure to prepare for the upcoming transition from Customer Connection to My Oracle Support by frequently visiting the Transition Information Site. This site provides specific details regarding significant changes, transition information, benefits, FAQs and a customer feedback e-mail account. This site will continue to be updated with training opportunities, outage information and other important transition details as Oracle moves closer to the cut-over weekend.

The move to My Oracle Support is part of Oracle’s effort to consolidate all support applications on to a single platform. Benefits include:

  • Faster problem resolution
  • Extended preventative, automated support capabilities
  • Increased personalization

Find out more about the Customer Connection transition to My Oracle Support at the Oracle Customer Connection Transition Information Web site.

Oracle Configuration Manager Security Overview

Oracle Configuration Manager (OCM) collects configuration information and uploads it to an Oracle repository. When the configuration data is uploaded on a regular basis, support analysts can analyze this data and provide better support and assistance. However, when installing any new software onto a machine, there is always a concern that corporate security may be compromised.

Follow the steps below to find out how Oracle Configuration Manager addresses security concerns:

  1. Log in to MetaLink.
  2. Select the Software Configuration Tab.
  3. Select the Collectors link.
  4. Select the OCM Security Overview (PDF file) on the left hand side.

Customer Quick Reference Guide

For Oracle Technology and Oracle E-Business Suite Customers

The Oracle Customer Quick Reference Guide (PDF file) summarizes some of the key resources and best practices for Oracle Premier Support customers, including:

  • Important global customer support contact information
  • Essential resources — Oracle MetaLink, online support, Global Customer Care
  • How to work effectively with Global Customer Support — searching for solutions, logging a service request, reporting bugs to Oracle Development
  • Best Practices for Service Requests

Find out how the Oracle Customer Quick Reference Guide can help you derive the most benefit from Oracle Premier Support.

OAUG Customer Support Council Instrumental in Advocating for Extension of Premier Support for Oracle E-Business Suite 11.5.10

Oracle President Charles Phillips announced that Oracle is extending Premier Support for Oracle E-Business Suite 11.5.10 until November 2010 during his keynote presentation at COLLABORATE 08.

Phillips cited the feedback provided to Oracle from the users group community, including the OAUG Customer Support Council, regarding customers’ need to have more time to plan for the upgrade to Release 12 . Read more in the Oracle 11i9 and 11i10 Support Policy Updates (PDF file).

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.