Oracle product services and technology-level Introduction

Many of my friends asked me what is the main difference between genuine Oracle database products and pirated products. In fact, there is little difference in the product technology itself. You can download a database product from the OTN website and install and use it, the biggest difference between genuine and pirated versions is that if you purchase genuine products, you can enjoy the services provided by Oracle.

Many of my friends asked me what is the main difference between genuine Oracle database products and pirated products. In fact, there is little difference in the product technology itself. You can download a database product from the OTN website and install and use it, the biggest difference between genuine and pirated versions is that if you purchase genuine products, you can enjoy the services provided by Oracle.

Many of my friends asked me what is the main difference between genuine Oracle database products and pirated products. In fact, there is little difference in the product technology itself. You can download a database product from the OTN website and install and use it, the biggest difference between a genuine version and a pirated version is that if you purchase a genuine product, you can enjoy the services provided by Oracle. If a database goes wrong, you can contact the Oracle technical staff to solve the problem, so what is the specific service content of Oracle? I have summarized it as follows:

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Standard Support Service Standard Product Support

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Standard services are the most basic services for obtaining ORACLE Support Services and accessing the ORACLE knowledge base. They include:
Product Update Service, including getting upgraded ORACLE products? Br> the Product Support Service provides problem diagnosis and solutions in the following ways
O Metalink (technical database, patch download, product authentication information, and technical information search ).
O global service engineers and ORACLE Development Departments (through support engineers), dedicated technical teams, upgrading resources ).
Product UPDATE Service-UPDATE subscriber SERVICES
The product upgrade service provides customers with the right to upgrade, maintain, and patch ORACLE products in the form of CD packages during the service period.
The yearly product upgrade service allows customers to obtain the latest products and documents. All Oracle Support Services, including accessing Oracle MetaLink and other related services, are based on the product upgrade service. To obtain Product Support, you must first purchase the product upgrade service.
The product upgrade service provides the following benefits to customers:
Stability and predictability. Get and install the latest version of the product to eliminate known issues and improve the stability of your Oracle system.
The latest technology. By implementing the latest technology of the product, you can greatly improve system efficiency and availability, and enable your end users to access the latest technical improvements in Oracle, including promoting the network of your business processes.
New features. All new features and features of Oracle products released during the subscription period are immediately available to customers. China Network Management Alliance www, bitsCN, com
Return on investment. as you develop in terms of technical needs and user groups, you can increase the ROI and reduce the costs of new licenses by maintaining the existing purchase costs and eliminating the need for re-purchasing licenses.
The budget is simpler. Because the expenditure is predictable, you can avoid a sudden increase in costs and reduce financial risks.
Product support services-PRODUCT SUPPORT SERVICES
The Oracle product support service can provide you with comprehensive technical assistance to help you solve various problems related to the installation and operation of Oracle software products.
The availability and reliability of your information system maximize your investment in Oracle technology and help you achieve your business goals.
Oracle product support is a flexible and easy-to-use service that provides timely and effective support for all Oracle software products. Main features include:
Provides 24-hour Fault Diagnosis and solution services with Oracle technical information and assistance. Oracle product support allows users to access technical experts by phone or website 24 hours a day 7 days a week for problem confirmation, fault report and technical guidance. Technical support and issue validation include:
High-quality Problem Analysis and Response
List priority based on problem severity
Ensure that the severity column Level 1 is resolved immediately
Oracle experts are professionally trained in Problem Analysis to solve critical and time-consuming problems. Their rigorous technical training and communication skills are combined with the experience in handling Oracle products and operating systems, ensures consistent, reliable, and professional answers to your questions and faults. 54com.cn
All service requests submitted through the website or by phone must be recorded, tracked, and resolved, and can be completed only after your satisfaction. The priority of service requests is sorted Based on the predefined severity level. The severity level is determined based on the impact of the problem on the business. In addition, Oracle's partnership with top-notch hardware and software vendors will ensure smooth transfer of Information and Service Request status at the institution involved.
Provides real-time solutions through 24 × 7 Technical Support.
No matter which day or day you make a request, Oracle product support ensures that you can consult the support expert on important issues in a timely manner. If you request help during regular business hours, you will receive help in the local language. When you request help outside the regular business hours, your request will be sent to other support center English-speaking experts.
Oracle experts will respond to your request and handle the problem based on the severity level. Problems with severity level 1 will be handled immediately and consecutively until they are resolved. If the problem persists before the support center leaves, the details of the received requests will be transmitted to the Working support center.
The global delivery and issue validation processes supported by the product will help you save money and maximize the use of the service, and ensure that your critical technical issues are 24 hours a day, any time in a week or 7 days is processed in a timely manner.
A wide range of Web-based technical resources, including the ability to access services and record and track service requests through the MetaLink technical database. With the 24x7 MetaLink service, we can help you increase productivity and minimize the impact of system faults on your business.

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Oracle products support the following content:
Hotline support
ORACLE China has established a National Hotline support center in Beijing. When your system encounters technical issues related to ORACLE products during operation, you can easily send questions to the corresponding support center by phone, email, fax, or Internet. ORACLE China support center uses a computer system to uniformly record and track any technical issues you have raised, any technical issues from various regions (including any technical issues reported by ORACLE consultants during system implementation) will be "service Requests" (Services Requests, SR) in the form of centralized records in this ORACLE customer problem record and tracking system, and assign a unique problem identification number (SR) for this technical problem ).
For any SR that records your technical problem, the technical engineers at the hotline center will be responsible for recording, tracking and handling the SR until the problem is successfully resolved, then, with your consent, we will Close the SR ).
We will assign a severity level to the corresponding SR based on the extent to which the problem affects your system, and then prioritize all SRS, to ensure that serious or urgent problems can be solved in the shortest possible time.
Free Worldwide Call Transfer
The ORACLE technical support center enables global call transfers to provide uninterrupted call support 24 hours a day, 7 days a week. When you call the hotline support center for technical assistance during non-local working hours, the system automatically transfers the call to the global support center that is still in operation for this period of time overseas, so that your problem can be handled without any time limit.

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ORACLE DirectConnect (ODC)
ORACLEDirectConnect (ODC) is the software for ORACLE Support Services to provide the highest level of product services worldwide. ODC includes remote services, diagnostics, and online problem locating. ODC uses advanced communication technologies to achieve real-time communication between ORACLE and customers, so that problems can be quickly diagnosed and solved. The ORACLEDirectConnect architecture has the following features:
Secure, effective, and reliable connection with customers
Provide active and passive services to users through connections
It effectively promotes collaboration between ORACLE Support Services and ORACLE Development Departments and customers.
E-service-ORACLE METALINK
OracleMetalink is a Web-based electronic technology service provided by Oracle global support services for Oracle customers around the world. Customers can access the Metalink homepage 24 hours a day 7 days a week using the Internet, without time restrictions, and quickly and conveniently obtain information and solutions. Customers can report "Technical assistance request (SR)" online through Metalink and check its status. They can also access the global knowledge base of Oracle, the global knowledge base includes the problem processing system, problem tracking system, and technical database. This allows customers to prevent, analyze, and solve problems with the information sources used in Oracle, thus improving the "full self-help" service.
OracleMetalink features:
Technical Library: provides access to Technical information that helps you use Oracle products, such as hot topics, product information, installation help, White Papers, problem/solution articles, and documents.

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Knowledge Base Search: Oracle Context Option allows you to query all content in the MetaLink database in full text, including posting articles and problem databases on the forum.
Forum: enables customers to publish issues to technical support engineers or user groups.
Product Lifecycle: Provides Product availability, authentication, technical warning, and Product support termination information.
Bug Database Search: helps customers query problem databases.
File Acess: directly download the patch or patch set from OracleMetalink.
Entger SRs Online: the customer can generate, update, and disable the SR by connecting to the machine.
SR Access and Reporting: Generate and view SR management reports.
User Profile: allows the customer to access the latest contact information, add/delete support service authentication numbers, view other users registered with the same support service authentication numbers, and customize the customer's MetaLink account, modify the password and view the license information.
My Headlines: enables customers to customize the personal homepage of their MetaLink account and only receive the desired information.
In addition to the above standard service content, Oracle technology communication is a Chinese quarterly published by the Oracle Support Service Department for Chinese users. The main content includes the latest version of Oracle technology, product usage tips, troubleshooting, and news. After each technical newsletter is published, it will be mailed to all users in the service period.
In addition, Chinese customers can attend Oracle technology seminars in Beijing, Shanghai, Guangzhou, and Chengdu offices. The purpose of the seminar is to enhance communication between Oracle and customers, and to help customers understand and master the latest Oracle technologies, product usage skills, system maintenance management methods, software tools, and other content. At the same time, Oracle technical experts will answer various technical questions raised by customers, including database server products, development tools, application servers and application products.

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Communication with customers
On the ORACLE homepage (www.oracle.com/support ),