原帖由 allway 于 2009-1-22 22:36 发表
FAQ about Oracle Support
相关问题解答
1. Oracle 支持服务的组织结构是怎样的?
How is Oracle Support Services(OSS) structured as a business unit?
2. Oracle Support Services 提供什么服务？
What are the levels of Support services offered by Oracle?
3. 是不是我购买了Oracle产品就可以享有Oracle的技术支持服务？
Do all customers automatically get Support services?
4. 标准支持服务中包含现场服务吗？
Does Standard Support service include Advanced Support (formerly called Premium Service?)
5. Oracle标准服务提供免费升级吗？
Does Standard Support service include Free Upgrade?
5a. 什么是产品更新服务?
What is Update Subscription Service?
5b. 什么是产品支持(诊断)服务?
What is Product Support: Diagnose & Triage Service?
6. 申请升级介质的次数有限制吗？
Is there a limit of time for applying free Product upgrades?
7. 如何申请升级介质？
How to apply upgrade media?
8. Oracle产品的补丁（Patch）是免费的吗？
Are patches or patch sets free to apply?
9. 如何获得Oracle产品的补丁（Patch）或补丁集（Patchset）？
How to get a patch or a patchset for Oracle products?
10. 技术支持服务到期了怎么办？
What should I do when my Support contract is expired?
11. 如何联系Oracle支持服务的客户经理？
How to contact account managers from Oracle Support Service?
12. 什么是客户服务号码？
What is CSI?
13. 如何得到客户服务号？
How to get a CSI?
14. 什么时候需要用客户服务号？
When will I use my CSI?
15. 如何获得Oracle的技术支持？
How to obtain Oracle technical Support？
16. 在向Oracle支持中心报告问题前，我需要做什么准备工作吗？
What do I prepare before reporting a problem to Oracle Support Centre？
17. 什么是Oracle MetaLink?
What is Oracle MetaLink?
18. Oracle MetaLink包含什么内容?
What are the contents for Oracle MetaLink?
19. 如何注册Oracle MetaLink?
How to register Oracle MetaLink?
20. 什么是TAR？
What is a TAR？
21. 什么是iTAR？
What is an iTAR？
22. TAR是怎样处理的？
How is TAR processed?
23. 如何通过Oracle MetaLink报告iTAR？
How to log an iTAR via Oracle MetaLink?
24. TAR的处理有不同级别吗？
Generic TAR Severity Definition
25. 如果我对TAR或iTAR的处理不满意时，该怎么办？
What can I do if I’m not satisfied with TAR/iTAR response?
26. 什么是TAR的升级（Escalation）？
What is TAR Escalation?
27. 如何进行TAR的升级（Escalation）？
How to proceed with TAR Escalation?
28. 如果我对得到的Oracle的支持服务不满意，该怎么办？
What can I do if I am not satisfied with the level of Oracle Support Service received?
29. Oracle提供24小时技术支持吗？
Does Oracle provide 24x7 Support Service?
30. 如何得到Oracle的24小时技术支持？
How to get Oracle 24x7 Support service?
1. Oracle 支持服务的组织结构是怎样的?
在总裁的直接领导下,高级付总裁Mike Rocha 统一管理世界各地的Oracle支持服务
How is Oracle Support Services(OSS) structured as a business unit?
There is one Senior Vice President, Mike Rocha, who manages worldwide OSS operations and reports directly to the CEO.
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2. Oracle Support Services 提供什么服务？
Oracle Support Services提供的标准支持服务包括：
n产品更新服务（Updates Subscription Service）
n产品支持服务（Product Support）
n电子支持服务（Oracle MetaLink）
Oracle Support Services提供的高级支持服务包括：
n专家支援服务（Assisted Service）
n技术外包服务（Technology Outsourcing）
n电子商务套件外包服务（E-Business Suite Outsourcing）
What are the levels of Support offered by Oracle?
Oracle Support Service currently provide the Standard Services:
·Update subscription service
·Product support
·Oracle MetaLink
Oracle Support Service currently provide the Advanced Services:
·Assisted Services such as DBA Service
·Technology Outsourcing
·E-Business Suite Outsourcing Services
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3. 是不是我购买了Oracle产品就可以享有Oracle的技术支持服务？
不. 服务合同是你在购买Oracle产品时需要另行购买的,它是以年为单位须每年更新. 欲了解详细信息,请与您本地支持服务经理联系。
Do all customers automatically get Support services?
No.Support is a separate contract that must be purchased at the same time as the product license.It is renewable on an annual basis.For more details, please check with your local Support account manager.
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4. 标准支持服务中包含高级服务(如现场服务)吗？
不包含。
高级支持服务是另外付费的服务。如果您需要购买Oracle的高级支持服务，可以联系Oracle支持服务的客户经理(见问题11)。
Does Standard Support service include Advanced Support (formerly called Premium Service?)
No.
Advanced Support Service requires additional charges.If customer is interested in purchasing the Advanced Support services, please contact your local Support account manager. (see question 11)
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5. Oracle标准服务提供免费升级吗？
如果您购买了Oracle标准支持服务并且在服务期之内，您可以申请免费的产品升级介质。
Does Standard Support service include Free Upgrade?
The Update Subscription Service provides customer with rights to Oracle product upgrades, maintenance releases and patches released during the subscription period.
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5a. 什么是产品更新服务 ?
每年为产品许可证价格的15%
·产品更新服务以年为单位购买，可以使您获得最新的ORACLE产品、补丁和相关文档,以及访问ORACLE Metalink 这一丰富的技术资源包括技术资料库 (注:不包括登记服务请求)
What is Update Subscription Service?
It is 15% of product license per year.
·The annual subscription service entitles customers to the latest available product releases, patches and documentation, as well as access to Oracle MetaLink’s rich web-based technical resources - including technical repositories.
(Note: The ability to log and track Service Requests is NOT included in this service)
(Purchasing the Updates Subscription Service is a prerequisite for all other Oracle Support Services)
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5b. 什么是产品支持(诊断)服务?
其价格是每年为产品许可证价格的7%
·通过Oracle的技术信息库和协助可在任何时候得到问题诊断和解决
·通过24x7网络服务和与技术专家电话沟通解决问题
·丰富的网上技术资源 – 包括技术知识库和登记服务请求 – 通过Metalink
·在正常工作时间得到非技术服务帮助(如你的CSI是什么)
What is Product Support: Diagnose & Triage Service?
It is 7% of product license per year.
·Around-the-clock problem diagnosis and resolution through access to Oracle technical information and assistance.
·Real-time solutions through 24x7 web and telephone access to technical expertise.
·Rich web-based technical resources - including technical repositories and the ability to log and track Service Requests - using Oracle MetaLink
·Access to non-technical customer service (eg what is your CSI #) during normal business hours
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6. 申请升级介质的次数有限制吗？
没有，您可以申请比您现有版本新的任何版本，只要您在服务期之内。
Is there a limit of time for applying free product upgrades?
No, you can apply any versions newer than your current one as long as you have a valid Support license.
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7. 如何申请升级介质？
打电话给Oracle支持服务热线电话8008100365或8008100366，按照菜单提示,选择申请升级介质，
Oracle支持服务部会有专人处理您的升级申请。
How to apply upgrade media?
Please call Oracle Support Service hotline 8008100365 or 8008100366, then follow the procedure on the menu to apply upgrading media.Then a Support analyst will handle your application.
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8. Oracle产品的补丁（Patch）是免费的吗？
如果您购买了Oracle标准支持服务并且在服务期之内，您可以申请免费的产品补丁或补丁集。
Are patches or patch sets free to apply?
Please refer to Question 4a about the Update Subscription Service.Oracle provides customer with rights to Oracle Product upgrades, maintenance releases and patches released during the active upgrade subscription period.
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9. 如何获得Oracle产品的补丁（Patch）或补丁集（Patchset）？
1.从Oracle技术支持热线或Oracle MetaLink上得到补丁或补丁集的号码.
2.注册到Oracle MetaLink (http://metalink.oracle.com), 进入到”patch” 栏, 根据此号码查到所需补丁或补丁集,并下载.
3.如果因为patch太大, 下载有困难, 请在MetaLink 上报告一个 iTAR, 并选择问题类型为 “ Request Existing Patch or Patchset”.
4.或致电Oracle技术支持热线。
How to get a patch or a patchset for Oracle products?
After customer is advised about a patch number from the Support hotline or MetaLink, customer can log in to MetaLink to obtain the patch at http://metalink.oracle.com.Then click on link “patches”, use patch number to search patch and patchset.
If patch is too big to download, please log an iTAR and select problem type as “Request Existing Patch or Patchset”.
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10. 技术支持服务到期了怎么办？
如果技术支持服务已经到期，您需要继续购买支持服务（Support Renewal）才可以继续获得技术支持，您可以联系Oracle支持服务的客户经理来办理续买服务事宜 Tel: 8610 8278 6071 or 8008100365 张雪梅。
What should I do when my Support contract is expired?
When customer’s Support contract is expired, please contact your local Support account manager about Support Renewal. (see question 11)
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11. 如何联系Oracle支持服务的客户经理？
张雪梅 ，8278 6071 ，13901165490
12. 什么是客户服务号码？
客户服务号码又叫做CSI号码，是Customer Support Identifier的简称。
What is CSI?
CSI stands for Customer Support Identifier.
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13. 如何得到客户服务号？
客户服务号码由Oracle支持服务部门根据用户与Oracle签定的支持服务合同，为用户生成客户服务号码，并以邮寄的方式发给客户。
How to get a CSI?
The Oracle Support Service(OSS) generates a CSI according to your Supportcontract and sends it to customer via mail.
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14. 什么时候需要用客户服务号？
当您请求Oracle的支持服务时需要提供此号码，即：
n拨打热线电话时
n注册Oracle MetaLink时
n申请产品升级介质时
When will I use my CSI?
When you contact Oracle Support Service(OSS), you need to provide your CSI, for example:
·When you call Oracle Support hotline
·When you register MetaLink for an account
·When you apply an upgrade media
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15. 如何获得Oracle的技术支持？
1.您可以到Oracle MetaLink由报告iTAR。我们的工程师将在规定的时间内与您联系或更新iTAR.
2.您可以致电或Email到Oracle技术热线：
A．热线电话： 8008100366 或 8008100365
B．公司总机： 010-653866688 转 500
C．热线寻呼： 010-68367776 呼 15863
D．EMAIL：[email protected]
（其中C，D只在正常工作时间（8：30 – 17：30）响应）
16. 在向Oracle支持中心报告问题前，我需要做什么准备工作吗？
为了快速、有效地解决您的问题，请您在请求Oracle技术支持服务之前，准备好如下相关信息，并提供给Oracle支持中心：
·客户服务号码（CSI）
·联系人姓名及固定电话
·传真号码及E-mail地址
·运行Oracle软件的操作系统及版本信息
·与问题相关的ORACLE产品及版本信息
·与问题相关的错误号及错误信息
·问题的详细描述
What do I prepare before reporting a problem to Oracle Support Centre？
In order to fix your problem quickly and efficiently, please prepare the following information prior to your call：
·Customer Support Identifier（CSI）
·Contact person
·Phone, Fax number and E-mail
·Operating System and its version under which Oracle is running
·Problem related Oracle product and its version
·Problem related error number and message
·Detailed problem description
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17. 什么是Oracle MetaLink?
ORACLE METALINK是Oracle全球支持服务面向全球Oracle客户提供的基于Web的电子技术服务。客户可以利用Internet互联网络每周7天, 每天24小时访问MetaLink主页，而不受时间限制，快速、方便地获得信息和解决方案。客户可以通过MetaLink联机报告“技术援助请求（TAR）”并检查其状态, 还可以访问Oracle的全球知识库，全球知识库包括问题处理系统、问题跟踪系统、技术资料库等, 使客户能借助Oracle内部使用的信息源来预防、分析和解决问题，从而提高“全自助式”服务。
What is OracleMetaLink?
OracleMetaLinkis an Web based electronics technique service provided by Oracle Global Support and face to the Global Oracle customer.Customer can access MetaLink homepage unlimitedly 7 days per week, 24 hours per days and obtain information and solution expediently and speedy.Customer can log iTAR(internet technique assistant request) and check status of iTAR via MetaLink, and access global knowledge database. The global knowledge database includes the problem handle system, incident tracking system, technical notes etc, and make customer can prevent, analyze and solve problem using Oracle internal information, thereby improve “self-service”.
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18. Oracle MetaLink包含什么内容?
?Technical Library：可访问帮助您使用Oracle产品的技术信息,如: 热点话题、产品信息、安装帮助、白皮书、问题/解决方案文章和文档等信息。
?Knowledge Base Search：允许全文本查询MetaLink信息库中的所有内容，包括论坛张贴文章和问题数据库
?Forum：使客户能将问题公布给技术支持工程师或用户团体,并作互相交流。
?Product Lifecycle：提供产品可用性、认证、技术警告和产品支持终止信息。
?Bug Database Search：可帮助客户查询问题数据库。
?Patch: 直接从OracleMetaLink上下载补丁或补丁集。
?TARs：客户能联机生成、更新和关闭TAR, 生成和查看TAR管理报告。
?User Profile：客户能访问最新的联系信息，添加/删除支持服务认证号码，查看使用相同支持服务认证号码注册的其它用户，定制客户的MetaLink帐户，修改口令和查看许可证信息等。
?My Headlines：使客户能定制其MetaLink帐户的个人主页，只接收想接收的信息，及与其个人主页相关的主动电子邮件等。
What are the contents for Oracle MetaLink?
?Technical Library: Access information that Support analysts have determined will aid you in using Oracle Products. You can find hot topics, product reference, installation assistance materials, white paper, problem/solution articles and more
?Knowledge Base Search: Full-text queries against all contents in MetaLink’s repositories, including technical forum postings and the bug database
?Forum: allow customers to post questions which will be responded to by Oracle technical analysts and other Oracle customers
?Product Lifecycle: product availability, product certification, product alerts and de-support information on-line
?Bug Database Search: help customers to query bug database
?File Access: download patches and patch sets directly from oracle MetaLink
?TARs: allow customers submit, update, and close tars, generates and check tar management reports
?User Profile: customers can access the recent contact information, add/delete Support identifier, check other users who registered using the same support identifier, customize customer’s MetaLink account, change password and check the certification reference and more
?My Headlines: allow customers to customize their MetaLink accounts, setup their personal homepage, and receive proactive emails which they want
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19. 如何注册Oracle MetaLink?
请使用IE或Netscape 访问 http://MetaLink.oracle.com，如果您还没有注册过，请选择‘First Time Users’下的‘Register For MetaLink’。
第一步：输入您的客户服务号并选择国家为“CHINA”。
第二步：如果您输入的CSI不对，将提示您重新输入。
第三步：输入您的个人信息，包括名字、电话、EMAIL、地址等。
第四步：选择用户和密码。
这样，您就有了属于您自己的MetaLink帐号了。
How to register to Oracle MetaLink?
Please access http://MetaLink.oracle.com by IE or Netscape, select ‘Register For MetaLink’ under ‘First Time Users’ if you have not registered before
Step 1: input your CSI and select ‘CHINA’ as the country name
Step 2: You will be prompted to input again if the CSI is incorrect
Step 3: input your personal information, including name, phone number, email address etc
Step 4: select user and password
Now, you have your own MetaLink account.
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20. 什么是TAR？
我们把您报告给Oracle 支持中心的问题(通过电话或Oracle MetaLink)称为技术援助请求(Technical Assistance Request),简称TAR，每个TAR均分配一个唯一的编号，称为TAR号，以便区别。
What is a TAR？
TAR stands for Technical Assistance Request, which you just reported to Oracle Support Centre via telephone or OracleMetaLink. Every TAR is assigned a unique code, called TAR number for distinguish.
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21. 什么是iTAR？
通过Oracle MetaLink报告的TAR我们称之为iTAR.
What is an iTAR？
iTAR is a TAR that is logged via Oracle MetaLink electronically linked to the internet.
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22. TAR是怎样处理的？
您的TAR将被记录到我们的客户支持系统中，并将提供给您一个TAR号码，您可以通过该号码查询您的TAR的处理状态。
当您的TAR已经解决，即我们已经提供了适当的答案、解决方案或替代解决方案（Workaround），在您同意的前提下，我们将关闭您的TAR。
How is TAR processed？
All TARs will be logged into our Customer Support System and a TAR number will be assigned to you. You may check your TAR status via MetaLink or by phone. When your TAR is resolved, that is, we have already provided you with appropriate answer / solution or workaround, the TAR may be closed with your consent.
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23. 如何通过Oracle MetaLink报告iTAR？
1.进入到MetaLink，在菜单中选择TARS
2.选择创建(create)
3.手工选择TAR标题或者选择TAR Profile自动建立相关信息，选择继续
4.在问题域的问题类型中选择TAR类型
5.如果可能，输入错误代码
6.在主题描述中，用一句话描述你的问题，选择继续，在列出的文章中查对可能的解决方案
7.详细描述问题，并回答一系列问题
8.回答完所有问题后，选择继续以确认TAR内容的正确
9.检查信息的准确性，按回退键进行修改
10.按打开TAR按钮，将会显示Tar Confirmation/Create a TAR message
11.如需要随TAR一起发送文件，可以通过页面底部的"upload to support"链接，依照帮助完成
How to log an iTAR via MetaLink？
1.Log in to MetaLink，select TARS from the menu
2.Select Create a TAR
3.Enter the TAR header information manually or select a TAR profile to enter the information automatically and select Continue>>
4.Select your TAR type from the drop down list in the Type of Problem field
5.Enter the error number if applicable
6.Enter a one-sentence description of the problem in the Subject Statement field and select Continue>>, and review the resulting list of documents that may solve your problem
7.Enter the details of the problem and answer the series of online questions as required
8.When you have finished answering all the questions, select Continue>> to verify the TAR information
9.Review the information. Use the back button to make changes
10.Click the Open TAR button. The TAR Confirmation/Create a TAR message is displayed.
11.To send a file in conjunction with the TAR, click the upload to support link at the bottom of the page and follow the instructions.
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24. TAR的处理有不同级别吗？
我们的支持中心的工程师将对您的TAR进行分类，并赋予一个严重程度（Severity），我们将根据TAR的严重程度来设定TAR处理的优先级。严重程度的定义如下：
严重程度1 – 问题导致客户的业务系统完全丧失服务功能，对业务至关重要的工作无法继续进行，情况紧急。严重程度1的问题具有如下特点：
·数据丢失
·关键功能丧失
·系统不正常挂起
·系统崩溃，并且在重新启动后重复崩溃
对严重程度为1的TAR的24小时支持承诺：Oracle支持服务将24小时连续处理严重程度为1的TAR，直到问题解决或取得有效进展（对于本地支持中心的TAR，正常工作时间之外，TAR将被转到全球支持中心继续处理）。客户必须提供两个24小时可以联系上的联系人给Oracle支持服务，帮助进行数据采集、测试或实施解决方案。
严重程度2 – 问题导致客户的业务系统丧失部分重要的服务功能。没有可以接受的替代解决方案；但业务系统可以 ...
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