Database On Premise (non Exadata) Proactive Service Requests (Doc ID 3001600.1)

Last updated on FEBRUARY 07, 2024

Applies to:

Purpose

This note provides guidance on how to log a proactive Service Request (SR) for a planned event with an on premise (non Exadata) database.

Creating a service request with the guidance in this document is meant to inform Oracle Support of an upcoming business event or system change event of
reasonable significance. Oracle Support will have the opportunity a) for a high level review of the technical plan, b) to possibly identify additional actions for
your plan and c) to answer questions about the technical plan.

A proactive SR is not meant as a substitute for the planning and preparation of your business and operational event. The proactive SR is meant to assist in
planning and education and generally should not be used if a technical problem arises during the event. The proactive SR can be referenced by the problem
SR and will be helpful for Oracle Support.

Guidance on advance notice required for creating proactive SRs:

• It is preferable for the proactive SR to be logged at least a week in advance of the activity.
• Provide baseline performance data and TFA collection prior to the event
• If performing similar maintenance on multiple environments in the same window, please document this information in the single SR.
• If a problem is encountered during the planned activity, an SR for that specific problem should be logged with reference to the proactive SR.

What to expect from a Proactive SR:

• Creation of the proactive SR will alert Oracle Support of a planned event.
• The proactive SR provides Oracle Support an opportunity:

a) for a high level review of the technical plan
b) to possibly identify additional actions for your plan
c) to answer questions about the technical plan.

• The assigned Engineer may also request additional information and diagnostics in the course of the proactive review.
• Providing the data in a timely fashion will improve the quality of the recommendations Support can provide.

A Proactive SR is NOT meant to be:

• A substitute for proper planning and testing
• A substitute for any professional services
• A green light for execution. It is still the customer's responsibility to move forward with any related decisions.
• A substitute for problem SRs. If an issue occurs during your activity, a technical SR should be logged with the appropriate severity and reference to the proactive SR.

Scope

Proactive SRs can be logged on planned Database events such as, though not limited to, the following:

• Database upgrades, patching
• Performance due to key business events such as additional users, increased transactional load expected
• High Availability Data Guard switchover
• Disaster recovery testing
• GoldenGate implementation
• Parameter changes of significance

Details

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