The IOUG has an established a Support Council that engages and collaborates with the Oracle Global Customer Support team to improve the overall customer experience. At COLLABORATE 2012, the IOUG Council members were able to meet face to face with Oracle Global Support executives and receive an update on a few of the ongoing initiatives that Oracle is working on to enhance their provision of customer service. In addition, the Oracle support team requested customer member feedback related to ongoing initiatives, as well as opening the discussion to inquire if there are other things that they should start taking a closer look at. The update that follows is a synopsis of what was discussed:
My Oracle Support Update
In January 2012, we updated our My Oracle Support HTML user interface to a new one built using Oracle's Application Development framework. This was our first step towards providing a single online support portal to our customers; one that all users will transition to in the coming months.
Since then, we have implemented a number of enhancements that provide similar functionality that our Flash-based users have today.
To help facilitate a smooth transition, I invite you to preview and begin using the new My Oracle Support interface. Go to supporthtml.oracle.com and sign in using your Single Sign-on username and password.
The new user interface has the core functionality in place. You can search for knowledge articles and support documentation, manage service requests, download patches and updates, and collaborate with other users in My Oracle Support Community.
If you find that you like the new My Oracle Support, we encourage you to continue using it for your online support needs. We plan to implement additional features to support our On Demand and CRM On Demand customers, as well as add Oracle Configuration Manager (OCM) functionality, and more. Our goal is to create a consistent platform for all users - one that we can enhance continually over time.
You can find the most up-to-date details on enhancements, our estimated implementation timeline, and detailed videos about using specific functionality within the new My Oracle Support, by accessing "The New My Oracle Support User Interface" knowledge document.
If you have any questions or feedback, please log into My Oracle Support and use the "Contact Us" link located in the upper right hand corner. Let us know about your experiences with using the new My Oracle Support HTML user interface by taking this brief survey.