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Oracle Advanced Customer Support Services

Janez Bostner
About Oracle Advanced Customer Support Services
Mission Critical Support Services

Oracle Global Support Services

Advanced Customer Services Premier Support

-local single point of contact SDM

(Service Delivery Manager)
-focus on critical systems
-reactive + proactive services

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About Advanced Customer Support Services

• Mission Critical Support Services

for all Oracle technologies

• 4,000+ advanced services engineers

(Local SDM & Team + Regional Expert Centre)

• Working in 127 countries in 45 languages

• Industry-leading customer satisfaction rates

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 Why Do Customers Purchase ACS?
Source: EMEA Customer Satisfaction Survey

Performance or availability issues

Single point of contact within the Oracle Support organization

Risk of downtime at very critical time for the business

Critical upcoming changes or new projects

Deployment issue

Difficulty to diagnose an issue or many unknown issues

Lack of expertise

Problem resolution and replication time effort too high

Resource shortage

Issues within patching process

Other reason (*)

(*) Other reason: Most of the 29 answers are for an additional 0 20 40 60 80 100 120
level of support on business critical applications
Number of answers (on 142)

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What Makes Oracle ACS Unique?
Oracle Knows Oracle Best
• Experts in Database, Applications, Server, Storage
• Coverage of the entire Oracle stack
• Proven processes and best practices
• Proactive avoidance of problems
• Leverage our knowledge for your environment
• Make the most of your investment in Oracle products Severity 1 SRs
20% 18%
16%
15% 15%
15%

10% 9%
ACS customers have 70% fewer 6%
Severity 1 Issues 5% 4%
3% 3% 4%

0%
Total 2010 Q1 Q2 Q3 Q4
Non ACS Customers ACS Customers
*MySupport extract , Complete Customer Base January 2011

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ACS Portfolio: Fixed Scope Services

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ACS Makes the Oracle Stack Work Best

• 1000 experts in EMEA with access to

14,000 service professionals and 20.000
developers
• 800+ customers in EMEA (100+ in EE&CIS)

• Doubled in size in 2 years (in EE&CIS as well)

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ACS Brings Measurable Improvements

Increased: Reduced:
 Service availability to  Total Cost of Ownership
99.99% by 40%
 Back up reliability from  Overall IT cost by 50%
60% to 98%  Back up costs by 70%
 IT service hours to 24x7

Typically Achievable Engagement Results

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 How ACS Addresses Customer Needs
Packaged services (ASA, BCA, SSC) and Time & Material services

Customer • Advanced Monitoring Service • Performance

Needs Reviews
• Proactive Best Practice
Reviews • Optimisation
Services
Business • HA Solution Reviews
• Onsite Perfor-
Continuity • HA Upgrades
Increased Improved mance Tuning
Availability Performance Assistance
Minimise
Risk
• Upgrade and
Raise IT Migration Services
Efficiency • Operational Cost Risk • Application
Efficiency Services Savings Mitigation Readiness Service
Manage • Virtualisation and • Security Services
Complexity Consolidation Services • Design & Build
• Exadata Startup Pack Quality Assurance
Reduce
TCO
ACS understands the Customers’ needs
and helps them achieve their business goals

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 Advanced Customer Support Services Delivery Model
Self-Service
Applications
(iRunbook) Monitoring Centers

Partners

Expertise Centers

.
.
Designated Experts .
SDM (ASE)

Customer TAM

Dedicated Hotline Expertise Centers

BD

Product Development
Global Customer Support
Product Management

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About Oracle Advanced Customer Support Services
Mission Critical Support Services

* Europe's leading blue-chip index for the Eurozone

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About Oracle Advanced Customer Support Services
Mission Critical Support Services

* Europe's leading blue-chip index for the Eurozone

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Technical Services - Database

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Oracle Configuration Review and
Recommendations
Analyze current configuration relative to Oracle
recommended best practices to improve stability & reliability.

Services Provided Benefits and Value

• Kick-off meeting & orientation • Reduce supportability and

reliability risks due to
• Install data collection tools
configuration issues
• Establish target configuration
• Discover unexpected or
based on your objectives and
undocumented
Oracle recommended
environment changes
practices
• Identify missing critical
• Perform "map and gap"
patches and upgrades that
analysis, comparing actual and
place your systems at risk
target configurations
• Develop a roadmap for
• Document and review findings
configuration optimization
and recommendations

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Oracle Performance Review and
Recommendations
Collect and analyze performance data to identify and address
potential performance before they become critical.

Services Provided Benefits and Value

• Kick-off meeting & orientation • Identify and address potential
• Work with client to understand performance issues before they
performance objectives become critical
• Install and setup performance • Maximize performance stability
data collection tools and reliability, and avoid peak-
• Analyze collected data, load risks
identify bottlenecks and • Obtain maximum performance
compare to performance best of production systems on
practices existing hardware
• Document and review findings • Measure the impact of changes
and recommendations before roll-out into production

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 1. Contents ............................................................................................................................................... 2

2. Executive Summary .......................................................................................................................... 4

3. System Reviewed ............................................................................................................................... 8

Advanced Customer Services 3.1 Host ..................................................................................................................................................... 8
3.2 Database ............................................................................................................................................ 8
3.3 Oracle Products................................................................................................................................. 9
ENGINEERED ASSESSMENT
4. Application Overview ...................................................................................................................... 11
- CONFIGURATION - 5. Machine and OS Configuration .................................................................................................... 12
5.1 General Machine Configuration .................................................................................................... 12
REPORT OF FINDINGS FOR DATABASE 5.2 Operating System Patches ............................................................................................................ 12
DWPROD 5.3 Operating System Packages ........................................................................................................ 13
5.4 Kernel Parameter Settings ............................................................................................................ 13
5.5 Oracle User Limits .......................................................................................................................... 14
ON HOST ……… 5.6 File System ...................................................................................................................................... 15
5.7 Java Version Information ............................................................................................................... 17
5.8 OS Logfiles....................................................................................................................................... 17
5.9 OS Memory ...................................................................................................................................... 17
Prepared For 5.10 Cron Jobs...................................................................................................................................... 18

6. OS Network Configuration............................................................................................................. 20
xxxxxxxx 7. Database Network Configuration................................................................................................. 21

8. Database Configuration ................................................................................................................. 23

9. Database Objects ............................................................................................................................. 35

10. Alert Log Analysis ......................................................................................................................... 174

Author: Florian Sandu
Creation Date: December 27, 20xx 11. Database Configuration Parameter Analysis ......................................................................... 175
Version: 1.0 12. Backup and Recovery ................................................................................................................... 177
Data Collection: November 27, 20xx 12.1 Backup Concept and Scripts ................................................................................................... 177

13. Appendix A: Listener.ora, Sqlnet.ora and Tnsnames.ora ................................................... 178

14. Appendix B: Database Configuration Information ................................................................ 180

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Section Recommendation Impact Priority To Apply changes
Operating System
Patches Apply AIX patches IY68989, and IY94343 High Short term

OS Memory Increase processes in init.ora High Short term

Tables with more than Implement index monitoring via ALTE INDEX....
5 Indexes MONITORING USAGE High Short term
Try to trim down the number of indexes by replacing
multi_column indexes by multiple single_column indexes,
which can be used by a broader range of queries. For
example, table KARTICA (with 32 indexes in schema
xxx_PROD, 28 indexes in shcema xxx2_PROD, and 28
Tables with more than indexes in schema TMP_xxxV2_PROD) needs special
5 Indexes attention. High Short term
For VPATH_DEVICE_OFFLIN
- Perform problem determination on SCSI target device
- Perform Problem determination on host SCSI adapter
- Replace SCSI cable
OS Logfiles Medium Medium Term
Low Long Term

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Oracle Review and

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 Annual Services
Oracle Advanced
Monitoring
Oracle Solution and Resolution
Support Center
Advanced
Business Resolution
Critical Advanced
Tailor your
Assistance Monitoring solutions by
Production
Priority Optimisation
Production
Optimisation choosing
Service from more
Preventive Preventive Preventive
Advanced Support Support Support
Support Dedicated Dedicated Dedicated
than

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Assistance Support Team Support Team Support Team

Priority Service Priority Service Priority Service Priority Service

Request Handling Request Handling Request Handling Request Handling

Escalation Escalation Escalation Escalation Escalation

Management Management Management Management Management service
Advanced Support
Delivery Manager
Advanced Support
Delivery Manager
Advanced Support
Delivery Manager
Advanced Support
Delivery Manager
Advanced Support
Delivery Manager
modules
Proactive Preventive Predictive

Premier Support for Software

Premier Support for OS
Premier Support for Systems

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Annual Services

Advanced
Support

50
Assistance

Escalation
Management service
Advanced Support
Delivery Manager
modules
Proactive

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 Annual Services

Business
Critical Tailor your
Assistance
solutions by
choosing
Preventive
Support from more
Dedicated than
Support Team

Priority Service
Request Handling

Escalation
Management

Advanced Support
50
service
Delivery Manager
modules
Preventive

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 ACS Portfolio
2 FIXED SCOPE
3 TIME &
MATERIALS
SERVICES SERVICES

Install & Configuration Oracle Applications Engineer

Configuration & Build Review Fusion Middleware Engineer
Production Support Readiness Database Engineer
Go-live Support Server Engineer
Performance & Availability Review Storage Engineer
Patch Review & Deployment Technical Account Manager
Knowledge Transfer Sessions Advanced Support Delivery Manager
1
ANNUAL SERVICES

Solution Support Center Advanced Monitoring & Resolution

Business Critical Assistance Onsite Advanced Support Engineers

Advanced Support Assistance Complete Stack Coverage

Priority Service

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23
Oracle Advanced Customer Support Services
for Oracle Engineered Systems

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 Making the Most of your Exadata

• Customers choose Exadata for the most important, mission

critical systems
• Exadata is an engineered system delivering extreme
performance and capacity.
• Key to success is optimal setup and management to ensure:
• Maximum Performance
• Fastest Time to Production
• Sustained Performance during Production
• Oracle Exadata Lifecycle Services Provide
• A comprehensive service package tailored for Exadata
• Seamless delivery across the entire deployment phase
• Remote monitoring for best performance during production
• Access to the skills & knowledge of Oracle experts

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 Oracle Advanced Customer Support Services
For Oracle Exadata

1. Oracle Exadata Start-Up Pack

• Oracle Exadata Start-Up Advisory Service
• Oracle Exadata Installation Service
• Oracle Exadata Configuration Service
• Oracle Exadata Production Support Readiness
• Oracle Exadata Quarterly Patch Deployment Service

2. Mission Critical Support

• 24x7 Focused Support Team
• Dedicated Hotline
• Service Delivery Manager
Oracle ACS for • Escalation Management
Oracle Exadata • Priority Handling of Service Requests
• Onsite Advanced Services Engineers
• 24X7 Advanced Monitoring of the Entire Oracle Stack
• Exadata Backup & Recovery

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 Oracle Exadata Production Support Readiness
Approximate Days to Deploy (90 Days)

Management & Coordination -

Design & Backup & Restore Service Delivery Manager (SDM)
Configuration Review Migration
Oracle Exadata Start-Up Review Review
Advisory Service Engagement
Summary
Test Plan
Review
SR Management,
SR Escalation and Premier
Support Processes -
Customer Incident Manager
(CIM)
Oracle Exadata
Operational
Go-live Readiness
Site Survey & Review
Configuration Worksheet
(from Hardware install)
Production Questionnaires,
& Support & Deployment Report of Findings and overall
Engagement Install Maintenance Best Review technical delivery –
Summary
Practices Service Delivery Engineer
(from Software Install) (SDE/Technical Lead)

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 More Information

• Review the Advanced Customer Services Website:

oracle.com/ACS

• Email janez.bostner@oracle.com with any questions

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 Advanced Monitoring and Restoration
Linlithgow, Scotland

Sample locations of monitored systems

Reston, Virginia Bangalore, India

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Advanced Monitoring & Resolution

BENEFIT
• 24x7x365 monitoring of advanced telemetry by
Oracle Advanced Support Engineers
• Event filtering
• Alerts when specific metrics exceed predefined
ADVANCED thresholds Maximum Availability
MONITORING • Reporting on event management, performance
and availability
• A single global knowledge base, tool set and
Mission Critical portal
• Response Time SLAs Optimise Performance &
Reliability
• 24x7x365 closed-loop incident resolution by
Oracle Advanced Support Engineers
• Root cause analysis and corrective action
• Problem management Reduced Risk
ADVANCED • Proactive analysis & preventive maintenance
RESOLUTION • Patch reviews & recommendations
• Performance and availability reporting
• Storage & database provisioning
• Response time SLAs Predictable Operational Costs

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About Oracle Advanced Customer Support Services
Mission Critical Support Services
• A global organization within Customer Support Services, Companies who use
providing tailored Mission Critical Support services to ACS Services
maximize availability for customers with complex IT
requirements • 94% of the “S&P Global 100” companies

• Fixed Scope Services combine unique Oracle • 94% of the Dow Jones STOXX 50*
Development & Advanced Support expertise with Oracle
tools & best practices to accelerate ROI, optimize • 78% of the global Fortune 100 companies
performance and improve reliability
• 5 of the top 5 telecommunications
companies
• Advanced Support Engineers provide highly proactive &
preventive support with diagnostic and monitoring tools to • 9 of the top 10 global banks
anticipate, identify and remediate issues for all Oracle
mission critical systems • 4 of the top 5 aerospace and defense
companies
• Strategic Support relationships focused on collaborative,
long term partnerships

* Europe's leading blue-chip index for the Eurozone

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Monitoring Option
Filtering

SUPPRESSION
131M Raw Events Daily

4M Events FILTERING

200.000 Events Analyzed DE-DUPLICATION

6.500 Alarms CORRELATION

2000 Tickets Reduction of 99.99% from Raw Events

Ticketed Events Represent ~30% of Actionable Alarms

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Infrastructure Expertise
• Infrastructure
Oracle monitoring and resolution experts have a broad skill set across all
components of the IT infrastructure
• You have the choice of which components Oracle monitors
Choice of Devices:
• Applications
• Database
• Servers
• Virtual Servers
• Web Servers
• Storage
• Backup and Recovery
• Disk and volume services
• Firewall
• Security connectivity
• Network Device
• Network Appliance

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Advanced Customer Services

• Proactive best practise PERFORMANCE

Reviews • Performance Reviews
AVAILABILITY • HA Solution Reviews PERFORMANCE • Optimisation Services
• HA Upgrades • On Site Performance
• Advanced Monitoring Tuning

RISK

• Upgrade & migration • Operational Efficiency

services Services
• Application readiness • Virtualisation &
RISK Services COST Consolidation
• Security Services • Start up Pack
• Design & Build Quality
Assurance

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Oracle Database Review
Service Overview

Service Content
 Data Gathering
• ACS Experts collect all necessary data from the customer for the analysis
 Analysis
• Detection of potential risks
• Identification of improvement options
Comprehensive technical review against Oracles best practice to determine
conflicts, potential availability and security issues, and suggested
improvement options
 Detailed Report of Findings
• Service objectives and detailed findings
• Proposed changes to improve the configuration
• Presentation to customer

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