Thursday, January 8, 2009

Integration of BEA Support organization into Oracle Customer Support

Oracle Support Sends Awareness Communication to Customers and Partners about Migration to My Oracle Support on the Last Weekend of January 6 January 2009

Oracle Customer Support is pleased to announce the upcoming integration of the two BEA support organizations into Oracle Customer Support. The transition plan includes moving the BEA customers and partners who are current on support to 1) Oracle’s support portal, My Oracle Support, and 2) to the Oracle Premier Support contract.

Communication
This week, BEA customers and partners received an initial “awareness/preview” email signaling this important transition (weekend of January 30 - February 1, 2009.) Until then, BEA customers and partners will continue to use their current portals.

Throughout January, customers and partners will receive a weekly, detailed email communication inviting them to pre-register on My Oracle Support and take training to use the My Oracle Support portal. A link to the training schedule will be included. They will also receive one or more Support Identifiers for their BEA product(s) to access the new portal.

A Transition web page has been created on the BEA eSupport and BID Support portals storing important email communications for ready reference. Please refer regularly to that page and to the BEA Support Acquisition page for latest details. On the final weekend of January, we will be adding a BEA micro site to the BEA Support Acquisition page, explaining the benefits of Lifetime Support and Premier Support coverage.

Transition Weekend
Beginning Friday, January 30 customers and partners may begin using the My Oracle Support portal to log issues. They may also log issues by telephone, using either BEA or Oracle Support numbers. During this transition weekend, please log only critical issues while we move their data from one system to another. If you need to work on an existing issue, we may need to require a new service request (SR) to be logged. On February 2, 2009, all entitled customers and partners will be able to access support from My Oracle Support.

Training
Training sessions will be available in many languages and time zones during January. The 30 minute training sessions will explain 1) how to register, 2) the role of the company User Administrator, 3) new terminology, including severity level definitions, 4) the transfer of all open BEA support cases and how to access closed support case history, 5) the BEA Knowledge and defect database information, and 6) the processes to contact Oracle Customer Support, create service requests, and use the portal efficiently. Customers and partners are invited to take the training as many times as they wish.

Support Program Migration
As of February 2, 2009, all former BEA Production and Development Support customers will be migrated to Oracle Premier Support. BID Gold customers will continue to receive their currently agreed upon services until their contract renewal date, at which time they will migrate to Oracle Premier Support with the option to purchase Advanced Customer Services. BEA Mission Critical Support customers will continue to receive their current services until their contract renewal date, at which time they will be presented with options for similar services through Advanced Customer Services. For specific information, please refer to Oracle's Technical Support Policies.
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