Many friends ask the genuine Oracle database product and pirated products mainly have the main differences. In fact, from the product technology itself, the difference is not large, you can download a database product from the OTN website, then install, genuine and pirated biggest differences, If you purchase genuine products, you can enjoy the service provided by Oracle. Once you have a problem, you can find Oracle's technicians to solve it, then what is the specific service content of Oracle, I summed up: Standard support Service Standard Product Support Standards Services is the most basic services to get Oracle support services and access the Oracle Knowledge Base, including: Product Update Services, including access to Oracle Products, Version Maintenance, Patch, and Documentation Product Support, Provided by the following Question Diagnosis and Solution O Metalink (Technical Database, Patch Download, Product Certification Information, Technical Data Search). o Global service engineers and Oracle development departments (by supporting engineers), specialized technical teams, upgrade resources). Product Update Services - Update Subscription Services Product Upgrade Services provides customers with the Oracle product upgraded version, maintenance version, and patch power issued in the form of CD packets within the service period. Product upgrade services in the year can make customers get the latest products and documents. All Oracle support services including access to Oracle Metalink and other related services are based on product upgrade services; to obtain product support, first purchase product upgrade services. Product upgrade services have the following benefits to customers: stability and predictability. The latest version of obtaining and installing the product can eliminate known issues and improve your stability of your Oracle system. The latest technology. By implementing the latest technology, you can greatly improve system efficacy and availability; and make your end users can access Oracle's latest technology improvements, including push your business process networking. New features. During ordering, all new features and features of the Oracle released are available immediately. Return to investment. With the development of your technical needs and user groups, you can improve our return on investment and reduce the expenditure of new licenses by maintaining existing order fees and eliminating re-purchase licenses. The budget is easier. Because expenditure is predictable, you can avoid cost surgery and reduce financial risks when budget. Product Support Services - Product Support ServicesOracle Product Support Services allows you to provide a perfect technical assistance to help you solve all kinds of issues related to Oracle software products, improve your information system availability and reliability, maximize Play your value in Oracle technology to help you achieve your business goals. Oracle Product Support is a flexible, easy-to-use service that provides timely and efficient support for all Oracle software products. The main features include: through Oracle Technical Information and Assistance to provide 24-hour trouble diagnostics and solution services. Oracle Product Support User 7 days a week, 24 hours a day, you can directly access technical experts to get questions, fault reports, and technical guidance. Technical support and problem confirmation include: high quality problem analysis and reply to problematic severity listing priority to ensure that the problem of severity is gradable as Level 1, Oracle experts have passed professional training in terms of problem analysis, in order to take the method to solve the key Time urgency. They strict technical training, as well as training with customer communication skills combined with the actual experience of Oracle products and operating systems, ensuring consistent, trustworthy and professional replies to your questions and faults.
All service requests submitted by the website or phone must be recorded, tracked, and resolved, and only after you satisfied it. The severity level is determined based on the priority of the service request based on the predefined severity level. In addition, Oracle and first-class hardware and software vendors will ensure smooth delivery of information and service request status of the institutions involved. Provide real-time solutions through 24 × 7 technical support. No matter where you or the day, Oracle Product Support ensures that you can teach support experts in time for important issues. If you request help in regular business hours, you will get the help of local languages. When you ask for help outside of regular business hours, your request will be sent to other expert supporting English speaking English. Oracle experts will reply your request and handle problems based on the severity level of the problem. The problem of severity level 1 will be treated immediately and continuously until these problems are resolved. If the key issue is not resolved before the support center works, the details of the received request will be passed to the working support center. Product support for global delivery and problem confirmation process will help you save money, maximize service, and ensure that your key technical issues can be dealt with at any time during 24 hours a day, and at all times. WEB-based rich technical resources - including the ability to access services and recording and tracking service requests through MetAlink. Through 24 × 7 Metalink services, we can help you improve our productivity and reduce the impact of your system to your business. The content of Oracle product support mainly includes: The hotline supports Oracle China established a national hotline support center in Beijing. When the user system occurs during the running process, the problem can be easily transmitted to the corresponding support center by phone, email, fax or internet. Oracle China Support Center uses a computer system to unify and track any technical issues you propose, any technical issues from all over the world (including any technical issues reported in the implementation of the system) will The Service Request "(Services Requests, SR) focuses on this Oracle's customer problem record and tracking system, and assigns a unique problem identification number (referred to as SR number) for this technical issue. For any SR, the technical engineer of the SR, the technical engineer of the hotline will be responsible for record, track, and process the SR until the problem is successfully resolved, and then the SR will be turned off by your consent ( Close). We will give a certain severe level to your corresponding SR, to ensure that severe or emergency problems can be solved in the shortest time to ensure a serious or emergency problem. . The global free phone transfer Oracle Technical Support Center can achieve global telephone transfer to provide 7 days a week, 24 hours a day, non-operative telephone support. When you seek technical assistance in a non-local working time, you will automatically transfer your phone to overseas global support centers, so that your problem is not subject to any time limit. deal with. Oracle DirectConnect (ODC) Oracle DirectConnect (ODC) is software that provides the highest level of product services in Oracle Support services. ODC includes remote service, diagnostics, and online issues. ODC adopts advanced communication technology to implement real-time interconnection between Oracle and customers to make problems immediately diagnose and resolve. The Oracle DirectConnect architecture has the following features: Can establish security, effective, and reliable connections with customers to provide users with proactive and passive services to effectively promote Oracle Support Services, Oracle Development Division and Customer Collaboration Communication. Electronic Services - Oracle MetalinkOracleMetalink is a Web-based electronic technology service provided by Oracle Global Support for global Oracle customers.
Customers can use the Internet internet network for 7 days a week, 24 hours a day, access the Metalink homepage, not for time limit, fast, and convenient access to information and solutions. Customers can report "Technical Assistance Request (SR)" and check its status through Metalink, you can also access Oracle's global knowledge base, including problem processing systems, problem tracking systems, technical libraries, etc., allowing customers to with Oracle Internally used information source to prevent, analyze and solve problems, thereby increasing the "full self-service" service. OracleMetalink features: TECHNICAL LIBRARY: Access to help you use the technical information of Oracle products, such as hot topics, product information, installation help, white paper, problem / solution articles, and documentation. Knowledge Base Search: Using Oracle Context Option, allow full text to query all content in the MetaLink library, including forum posted articles and problem databases forum: Enable customers to publish issues to technical support engineers or user groups. Product Lifecycle: Provides product availability, certification, technical warning, and product support termination information. Bug Database Search: Helps the customer query database. File acess: Download patch or patch directly from OracleMetAlink. Entger SRS Online: Customers can generate, update, and turn off SR. SR ACCESS AND reporting: Generates and views SR management reports. User profile: Enables customers to access the latest contact information, add / delete support service authentication numbers, view other users who register with the same support service authentication number, customize the customer's Metalink account, modify passwords, and view license information. My Headlines: Enables customers to customize their MetAlink accounts, only receive the desired information. In addition to the above standard service content, Oracle Technology Communication is the Chinese quarterly published by Oracle China Support Service Department. The main contents include Oracle technology, product use skills, troubleshoot questions, product latest version information, news, etc. After each technical communication is published, the user will be mailed to all service period. In addition, Chinese customers can also participate in Oracle Technical Seminar in Beijing, Shanghai, Guangzhou, and Chengdu Office. The purpose of the seminar is to strengthen communication between Oracle and customers, and help customers understand and master Oracle's latest technology, product use techniques, system maintenance management methods, software tools and other content. At the same time, in the seminar, Oracle technical experts will provide all kinds of technical issues proposed on-site, including database server products, development tools, application servers, and application products. Communicate with customers in Oracle Homepage (www.oracle.com/support
Above, more non-technological information about support services can be easily accessed. Including our service content, global contact information, etc. The home page also has a large number of related Oracle websites. Oracle Technical Support Level Introduction: Software Upgrade Software Upgrade is the basic level of all Oracle Support services, including: • Program upgrade • General maintenance version • Selected function version • Pickup patch through Metalink • Technical documentation update • Limit using MetAlink BUG Solution Information and Patch Product Support To obtain product support for licensing series, you must obtain software upgrades for this license series. If you have maintained software upgrades and want to purchase licensed series of product support, you don't have to update your license. Product support includes: • A 24-hour service requests for 24 hours a day, 7-day service requests • Access MetAlink (24 x 7 network-based technical support system) • Customer service can be requested by Metalink login service • Non-technical customer service within normal business hours (for example:: Assistance of ID issues, assist in Metalink) Oracle provides software tools (for example, tools to collect and transfer configuration data) and network tools (for example, with your consent, making Oracle into your computer system), To help Oracle solve various service requests. These tools can only be used with the support program license and use these tools to be additionally licensed, complying with other terms of the tools. Oracle also provides services to help convert your 11.5.x production application environment to the latest version. This must be evaluated. Event-based support packages Based on event-based support to provide network-based technical support, including 10 service request packages, this support is only for the following products: • Oracle Database Standard Edition • Database Personal Version • Oracle Database Lite To get a licensing Series Association support, you must order software upgrades for this license series. The validity period of the support package given is one year, calculated from the date of purchase; unused service requests will terminate at the validity period. Permissions to Metalink terminates when the last service request is resolved. Your party uses service request to resolve product bugs, not included in 10 service requests. Support for events includes: • Access Metalink (24x7 network-based technical support system) • Can request event-based server support package based on event-based server support, including network-based technical support, encompasses 10 service request packages. Event-based server support packets do not include software upgrades, and may not be used with other supports including software upgrades. If you want to get software upgrades or product support, you should follow the Oracle Restore Support Policy that is valid when recovery support. In all platforms, the following limited products can get an event-based server support package: • Oracle database server support package: Oracle Database Enterprise Edition, Oracle Database Standard Edition, Partition, Real Application Cluster • Oracle Application Server Support Package: Network Application Server Enterprise Edition, Network Application Server Standard Edition Events The validity period of the event-based server support package is one (1) year, calculated from the date of purchase. Unused service requests will be terminated at the time of expiration of the validity period. Permissions to Metalink terminates when the last service request is resolved. Your party uses service request to resolve product bugs, not included in 10 service requests. Event-based server support includes: • Access Metalink (24x7 network-based technical support system) • Using downloadable software patches and patches • Can request MetalinkMetalink to be Oracle Customer Support Website through MetaLink. Access Metalink should comply with the Terms of Use on the Metalink website, which may change. Accessing permissions using Metalink is limited to your designated technical contact.
Metalink's usage rights are included in association support, associated server support, and product support. In addition, MetAlink's restriction usage rights are included in software updates for patches and bug solution information. Extending Support After a version is canceled, you can get extended support (ES) of some Oracle programs. Providing extended support is free, but premise is that you will continue to maintain software upgrades and product support in a specific version cancel support. "Cancel Support Notification" will indicate whether a particular version can obtain extended support and the period of providing extended support. Extended support includes: • Provide known alternatives through Metalink, existing solutions and existing programs upgrade • Provide 24-hour 7 days a day 24-day service request assisted • Ability to log in to service to service / The version migration program provides assistance • Assist in solving problems with compatibility and certification, extension support, does not include: • Correct new issues, general maintenance versions or function versions • Solve low versions of low versions • Support products, The new operating system or new compiler's authentication prolonged maintenance is for customers who need to migrate to Oracle support programs / versions during extended periods. Since the extension maintenance procedure / version is no longer fully supported, the information and skills of these versions may be restricted. Extending Maintenance Supports to cancel some of the support of some Oracle programs, you can order the prolonged maintenance support (EMS) of these programs. Extend maintenance support only the terminal version of the program (all versions of a version finally released, for example: Oracle Database 8i, Release 8.1.7) and is only available to a limited platform. "Cancel Support Notification" will indicate whether a particular version and the platform can obtain extended maintenance support, and provide the period for extending maintenance support. Most Oracle programs extended maintenance support for the previous year software upgrade and product support cost plus local renewal adjustment up float (Note: The increase ratio is only applicable to cancel support Oracle programs). When ordering prolonged maintenance, all licenses within the license series, the Oracle program specific version must have extended maintenance support. Extension Maintenance Support includes: • Provides a 24-hour service request assistance daily 24-day service requests • By Metalink as new issues, existing problems increasing pudding • Can be requested by MetaLink login service • Assistance to support program / version migration Using only an acceptable alternative method, solving the low version of the problem extension maintenance support does not include: • Support program, new operating system version or new compiler authentication • Program upgrade, general maintenance version or function version Extension Maintenance Supports customers with a stable system, there is no user load, or there is no large-scale change application software. Extend maintenance supports customers (Oracle or other applications) that are not planned to implement new applications. Severe definitions You can access the service request by telephone or access to Metalink. The serious level of service requests should be selected from the following severity definitions based on the following severity and Oracle: Level 1 function is completely lost. It is not reasonable to continue working. The operation is critical to the business, and the situation is urgent. Severe severity The service request has one or more of the following features: • Data damage • Currently cannot use key document features • The system is uncertain, resulting in unacceptable or uncertain resources or response delays • System downtime, And the system still repeatedly downs the 24-hour commitment to severity as a Level 1 after restarting: Oracle Support Service will provide 24x7 uninterrupted services until the problem is resolved or beneficial. During 24x7, you must provide an on-site or paging contact to Oracle Support Services to assist in collecting data, testing, and implementing solutions. You must be cautious when you classify the problem as this level, so that the necessary resource allocation from Oracle is obtained when the severity is listed as level 1. Level 2 is seriously lost. Unacceptable alternatives cannot be accepted; but can continue to operate in a limited condition. The 3-level function is slightly lost. Causes inconvenience, may request an alternative recovery function. The level 4 function has not lost. The result does not affect the system operation.
