Working Effectively With Global Customer Support_1

In this Document
  Purpose
Scope and Application
Working Effectively With Global Customer Support
Definitions and Acronyms
Global Customer Support - Getting Started
Where to Begin
How to Find Answers on My Oracle Support
Search Tips and Tricks
Advanced Search
Service Request
Software Configuration Manager (SCM)
Patches and Updates
Certify
Getting the MOST from Support
Documentation and eTRMs
Diagnostic Tests
Performance Tuning
Researching an Issue
Logging a Service Request (SR)
How Support Works Service Requests
SR Severity Definitions
SR Reassignment
What Happens When a BUG is Found?
BUG Severity Definitions
BUG Status Codes
Enhancement Requests
Role That You Play in Resolving SRs
Oracle Collaborative Support (OCS)
Test Instances
Appropriate Skill Sets
System Log Book
Patch Release Process
Patch Management
Ongoing System Maintenance
How and When to Escalate a Service Request
Customizations
Planning your Implementation/Upgrade
Limitations of Support
Support Continues to Work at Preventing Problems

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