Engineered Systems Resource Center (Doc ID 1392174.1)

In this Document

Details

What is an Engineered System?

Logging Service Requests (SRs) for Engineered Systems

Oracle Configuration Manager (OCM) for Engineered Systems

Communication

Education

Communities

Support Tools and Tips

Oracle Technical Support Policies

Product Information

References

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APPLIES TO:

Big Data Appliance Hardware
Middleware > Exalogic
Oracle Database Products > Exadata
Sun Microsystems > Specialized Systems > Database Systems
Sun Microsystems > Specialized Systems > Supercluster Systems
Information in this document applies to any platform.

DETAILS

Welcome to the Engineered Systems Resource Center!  This is the  one stop shop for Exadata, Exalogic, SPARC SuperCluster, Oracle Database Appliance (ODA), Big Data Appliance (BDA), Exalytics, Private Cloud Appliance (PCA) previously named Oracle Virtual Compute Appliance (OVCA), and Recovery Appliance customers.  Included here is helpful information on support processes / tools, educational resources, product specific reference documents, and other related topics.  

What is an Engineered System?

An Engineered Systems is a system where the software and hardware are engineered together for maximum performance with minimum setup and operational cost. Current Engineered Systems include:

• Oracle Exadata Database Machine
• Oracle Exalogic Elastic Cloud
• SPARC SuperCluster
• Oracle Database Appliance
• Oracle Exalytics In-Memory Machine
• Oracle Big Data Appliance
• Private Cloud Appliance (PCA) previously named Oracle Virtual Compute Appliance (OVCA)
• Recovery Appliance

Please visit the Engineered Systems Page on the Oracle website for more information and an up-to-date listing of Engineered System products.

Logging Service Requests (SRs) for Engineered Systems

Since Engineered Systems have both hardware AND software components, Oracle has designed a Service Request (SR) creation process specific to Engineered Systems. To take advantage of this process, we ask that you follow these guidelines:

1. Check your MOS (My Oracle Support) Account to ensure your Support Identifiers are up-to-date and that both hardware and software Support Identifiers are listed for your Engineered System(s).
2. To log a Platinum SR, refer to Logging a Platinum Service Request <Document 1554139.1>
3. Use Oracle Configuration Manager (OCM) to open an SR whenever possible. This will provide critical information to our Support Teams which will help expedite the resolution process.
• Follow guidelines outlined in the next section on OCM Usage for Engineered Systems.
4. If you are not an OCM user, log all issues (both hardware and software) related to your Engineered System as "Hardware", using your Engineered System Hardware Serial Number. The Serial Number uniquely identifies your Engineered System and will help ensure proper routing and prioritization of your SR.
• Refer to Logging an Engineered System Service Request using your Engineered System Hardware Serial Number <Document 1554458.1>.
5. If you are not an OCM user and are not able to log an incident as "Hardware", you may use your software Support Identifier to log a software SR. 
• Refer to Logging an Engineered System Service Request using a Software Support Identifier <Document 1392123.1>.

Oracle Configuration Manager (OCM) for Engineered Systems

For an Engineered System, we strongly recommend using the most recent version of Oracle Configuration Manager (OCM), and associating the relevant OCM instance with the Engineered System's Hardware Support Identifer. This will enable you to log SRs for both hardware and software products installed on your Engineered System.  Refer to Logging an Engineered System Service Request using Oracle Configuration Manager (OCM) <Document 1450983.1>.

For more information, on OCM, please go to the My Oracle Support Collector tab and/or reference the Oracle Configuration Manager Quick Start Guide <Document 728988.5>.

Communication

• Exadata and SPARC SuperCluster Customer Advisory: Replacement Aura 1.X Flash DOMS Require Firmware Update to D21Y (Nov 27, 2012)
• Exadata Customer Advisory: Software Error Correction Support Policy (Jan 24, 2012)
• Exadata Customer Advisory: Flash Cards Offline After Six Months of Service Time (Jan 24, 2012)
• Exadata and Exalogic Customer Advisory: Service Request Logging Update (Sept 14, 2011) - NOTE:  Although sent to Exadata and Exalogic customers, this communication applies to ALL Engineered Systems Customers.
• Exadata and Exalogic Customer Advisory New Exadata and Exalogic SR Logging Feature (July 6, 2011) - NOTE:  Although sent to Exadata and Exalogic customers, this communication applies to ALL Engineered Systems Customers.
• Exadata Customer Advisory (Dec 10, 2010)

Education 

• My Oracle Support Speed Training / Links to Recorded Training <Document 603505.1>
• Oracle University
• Oracle University - Exadata Learning Path

Communities

• Exadata My Oracle Support Community 
• Exalogic My Oracle Support Community 
• SPARC SuperCluster My Oracle Support Community
• Oracle Database Appliance My Oracle Support Community
• Oracle Exadata (IOUG SIG) on LinkedIn (http://www.linkedin.com/groups?gid=918317&trk=anet_about_guest-h-parent_group)
• Oracle Exalogic on LinkedIn (http://www.linkedin.com/groups?mostPopular=&gid=3452125&trk=myg_ugrp_ovr)
• Business Intelligence and Data Warehousing Technology Center
• Database Insider blog

Support Tools and Tips

• My Oracle Support:
• My Oracle Support (MOS) Login
• My Oracle Support Welcome Center <Document 873313.1> 
• My Oracle Support Quick Reference Guide <Document 839439.1> 
• How to Escalate a Service Request (SR) with Oracle Support Services <Document 199389.1>
• Advisor Webcasts: Support Tools and Processes <Document 553747.1>
• Working Effectively With Global Customer Support <Document 166650.1>
• My Oracle Support How to Create and Manage Support Identifier Groups (SI Groups or SIGs) <Document 1569482.2>
• Auto Service Request (ASR)
  • http://www.oracle.com/asr/
  • Oracle ASR Service Center <Document 1185493.1>
  • Advisor Webcasts: My Oracle Support - Best Practices for Hardware Customers <Document 1282218.1>
• Oracle Web Conferencing (OWC):
  • OWC Website:  http://stconference.oracle.com
  • Quick Tutorial – located in the Quicklinks box on the right
• Oracle Global Customer Support Contacts Directory
• Remote Diagnostic Agent (RDA)
• Gathers detailed information about your environment and key features in use.  Works in conjunction with Oracle Configuration Manager
• Remote Diagnostic Agent (RDA) 4 – Getting Started <Document 314422.1>
• Running RDA on Exalogic <Document 1363589.1>
• Engineered Systems Support Quick Reference Guide

Oracle Technical Support Policies 

• http://www.oracle.com/us/support/library/hardware-systems-support-policies-069182.pdf
• http://www.oracle.com/support/policies.html
• Oracle Software Technical Support Policies
• Oracle Premier Support

Product Information 

• Exadata Specific References:
• Oracle Exadata Database Machine Product Page
• Information Center:  Oracle Exadata Database Machine <Document 1306791.2> 
• Exalogic Specific References:
  • Oracle Exalogic Elastic Cloud Product Page
  • Information Center:  Oracle Exalogic Elastic Cloud Software <Document 1405216.2>
• Exalytics
  • Master Note For Oracle Exalytics BI In-Memory Machine <Document 1427996.1>
• SPARC SuperCluster Specific References:
  • SPARC SuperCluster T4-4 Product Page
  • Information Center: SPARC SuperCluster <Document 1424503.2> 
• Oracle Database Machine (ODA) Specific References:
  • Oracle Database Appliance Product Page
  • Information Center:  Oracle Database Appliance <Document 1417713.2> 
• Oracle Exalytics Specific References:
• Oracle Exalytics In-Memory Machine Product Page
• Information Center: Oracle Exalytics <Document 1505330.2> 
• Big Data Appliance Specific References:
  • Oracle Big Data Appliance Product Page
  • Information Center:  Oracle Big Data Appliance <Document 1445762.2>  
• Engineered Systems References:
  • Engineered Systems Page
  • Multiple video resources YouTube