Welcome My Oracle Support

Posted by Paola Pullas | Posted in Noticias, Oracle | Posted on 05-11-2009

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A continuación transcribimos algunos puntos a tomar en cuenta durante el período de transición hacia My Oracle Support:

Oracle Global Customer Support is pleased to announce that My Oracle Support—Oracle’s next-generation support platform—will be upgraded beginning this weekend, November 6-8, 2009, to become the single online support platform for all Oracle products. At that time, Classic MetaLink will retire.

Summary of Changes

During the upgrade period, My Oracle Support will be temporarily unavailable; however, Global Customer Support will be accessible via telephone for your Service Request needs. Please be advised that the upgrade will impact your current login credentials, Service Request (SR) history, and assigned SR numbers as follows:

  • Simplified Login: The authentication process for My Oracle Support will be simplified. Now only one login—your Oracle Single Sign-On (SSO)—will be required, enabling access to multiple Oracle Web sites. If you have not yet established an SSO login, please refer to the “Use Your Single Sign On” section below.

  • Service Request History: SRs which are currently “open” and those “closed” within the last six months will migrate to My Oracle Support in their entirety. Those SRs closed more than six months ago and within the last two years will migrate also, displaying header information only.

  • Assigned Service Request Numbers: A new tracking number with a prefix of 2 (i.e. 2-xxxxxxx) will be assigned to each “open” and “closed” migrated SR. Those SRs created in My Oracle Support after the upgrade will be assigned a prefix of 3 (3-xxxxxxx). The original SR number will be listed in the “Legacy SR” field within the Service Request.

During System Downtime

  • Beginning at approximately 2:00 p.m. Pacific time on Friday, November 6, 2009, My Oracle Support will be unavailable throughout the weekend and until the upgrade is complete. Also, we anticipate that Classic MetaLink will be unavailable beginning Friday, November 6, at approximately 2:00 p.m. Pacific time; however, we expect this outage to be limited. Once Classic MetaLink is back in service, it will be available in read only mode until it is retired at the end of the upgrade period.

  • Classic MetaLink functions such as SR Query, Knowledge Base, Patches & Updates, and Certify will be available during this read-only period. You will need to use your existing Classic MetaLink username and password to access the customer portal.

  • Should you need assistance with any Service Requests during the downtime associated with the upgrade, Global Customer Support will be available via telephone.

Use Your Single Sign-On (SSO) to Log In to My Oracle Support

  • Upon completion of the upgrade, https://metalink.oracle.com will redirect you automatically to the new My Oracle Support site at https://support.oracle.com, which you may begin using at that time. Please note that you must log in with your SSO account to access My Oracle Support. Classic MetaLink will no longer be available.

  • If you have not yet created an Oracle Single Sign-On account, we recommend that you log in to https://metalink.oracle.com prior to November 6, where you will be automatically prompted to create a new SSO login using your email address.

Esperamos tomen en cuenta estas recomendaciones del equipo de soporte de Oracle Corporation.

Autor: Paola Pullas
Vía: Oracle