Oracle Auto Service Request (ASR)

Training for Oracle PartnerNetwork (OPN) Support Provider Partners

Oracle Global Customer Support Services

May, 2018

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Safe Harbor Statement
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commitment to deliver any material, code, or functionality, and should not be relied upon
in making purchasing decisions. The development, release, and timing of any features or
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Agenda

1 Overview of Oracle ASR

2 ASR and Support Providers
3 Resources

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Oracle Auto Service Request (ASR) Overview
Get Ahead and Stay Ahead with ASR!
Features Benefits
Automatically notifies Support Partner when specific Expedites the diagnostic and restoration process--
hardware faults occur* in many cases, you can be working to resolve the issue
before the customer is even aware of a problem
Priority service request handling Problems identified and addressed faster
Initiates parts dispatch upon receipt of Service Request Minimizes delay in getting parts to resolve an issue
by Oracle
Secure outbound communication sends diagnostic data Keeps customer information and systems secure
to Partner/Oracle—does not require incoming internet
connections or remote access
Continuous improvement process for ASR fault rules Minimize and eliminate "false alarms"
Included in your customers’ product warranty or OPN Enhanced support provided by Oracle at no additional
Support Provider/ Field Delivery Support Provider service cost
Partner Premier Support agreement
*Includes faults on Oracle Database on Exadata systems with Oracle Platinum Services
Oracle directly supports Engineered Systems (with the exception of Oracle Database Appliance and Oracle MiniCluster)
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ASR and Support Providers
ASR asset
management via My
Oracle Support (MOS):
• Activate/deactivate ASR for
assets and view ASR
activation status
• Add/modify contact info –
name, email address,
installation address
• View support plan
entitlement and view/update
Service Requests created by
ASR
*Oracle directly supports Engineered Systems (with the exception of Oracle Database Appliance and MiniCluster)
Dependencies for ASR Model for OPN
ASR/Partner Model: Support Providers:
• Partners are responsible for • ASR creates DRAFT Service
managing their Customers’ Request for Customer asset
ASR assets, including fault event*
designating a Partner Contact
and using MOS to complete • Notification to Partner of
ASR activation Draft SR creation via email to
the asset’s Contact
• Partner’s MOS account must
be associated with their • Partner determines service
Customers’ Support response, using MOS to
Identifiers (SIs) and have promote Draft SR to
administrator privileges for Technical SR if Oracle
those SIs assistance needed
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How ASR Works for Support Providers
ASR Opens Partner Oracle Provides Partner Problem
Fault Occurs
Draft SR Determines Plan Assistance If Needed Resolves Problem Resolved

Fault event Partner Partner If Partner decides to Partner arranges for

sent to receives evaluates problem promote the Draft SR, part replacement or
Partner via Draft SR email and communicates Oracle Support applies patch, changes
ASR. from ASR. with the end Engineer assists configuration, etc. at
customer as Partner. customer site.
Customer is necessary.
not notified.
If Oracle assistance
is needed, Partner
uses My Oracle
Support to
promote Draft SR.

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How ASR Works for Support Providers (Continued)
Parts Automation
Part MOS process, as Replacement
replaced appropriate part dispatched

Partner Support Consultant Field

or Oracle Field Engineer Replaceable Partner
Unit Support Draft
Consultant Service
SR notification Request
Oracle SNMP trap
Hardware

Customer/Partner
Product sends Monitoring Tools
fault to ASR My Oracle
Manager ASR ASR Support
Manager Infrastructure
Customer / Partner Oracle
Data Center(s) Support Services

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Resources
• Auto Service Request on oracle.com
– ASR documentation
– Security White Papers
– Customer presentations
• OPN Portal Website – Deliver Oracle Support Services
– ASR Data Sheet for Partners
– Resolve Your Service Requests Fast Using ASR
– Proactive Tools Training for Delivery Partners
• My Oracle Support (MOS)
• MOS Parts Automation Process for Partners
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Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Confidential – Oracle Internal and Authorized Partners 10