Scope of Service for Siebel Configuration and Scripting - Siebel Open UI
(Doc ID 1513378.1)
Last updated on MARCH 02, 2018
Applies to:Siebel Core - IRM Tools - Version 18.104.22.168  and later
Information in this document applies to any platform.
1. Purpose Of This Document
By defining this scope we ensure to deliver service of high quality in an efficient manner.
In this context, “Configuration” refers to Siebel Tools based modifications of the Siebel Repository and to Web Template customization.
2. Areas Of Responsibility
2.1 Oracle Software Support
Global Customer Support provides 2nd and 3rd level support for Siebel product issues where:
- the product is not behaving as designed or documented
- the customer requires product enhancements to the product
- the Siebel Bookshelf, other documentation, or knowledge base solutions need to be clarified or enhanced
Global Customer Support also provides advice and support for customizations to the Siebel products, where the customer is following standard customization methods such as those documented in Siebel training, Siebel Bookshelf, and My Oracle Support knowledge base solutions. Customizations should also follow best practices as documented in the above sources.
2.2 Oracle Solution Support Engineering (AES)
Solution Support Engineering is a group within Oracle Advanced Customer Services that offer customers industry and technology advice and assistance for a fee. Solution Support Engineering advises customers on how to deploy Siebel to optimally meet business requirements, optimize application performance for end users, and strategies to minimize ongoing maintenance costs. These services are billed to the customer separately from that of Global Customer Support. Advanced Customer Services Sales can provide information regarding the cost and necessary steps to engage Solution Support Engineering to work with an Oracle customer.
With regard to product configuration and scripting, AES provides a number of services, including:
- Design review
- Customization review
- Performance review
- Usability assessment
Please note that while this document uniformly refers to "Solution Support Engineering", this term may also refer to Professional Services, especially if the question is related to design issues or to evaluating the feasibility of a particular approach.
The remainder of this document aims to give customers real life examples of the types of questions that fall within the boundaries of product support supported customizations and explain why certain types of questions may be referred on to other groups.
Support topics other than customization, such as installation, administration, integration technologies, or standard application functionality, are not covered by this document.
3. General Differentiation Rules
Siebel Open UI Configuration and Scripting Scenarios...
|Oracle Software Support||Oracle Solution Support Engineering|
For any Siebel Open UI Configuration or Scripting scenario, if the customer is not able or does not have sufficiently skilled resources to take an active role in working with Oracle Software Support to analyze and resolve the issue, Oracle Software Support may advise the customer to request billable on-site assistance from Solution Support Engineering.
In the situations that require Solution Support Engineering assistance, Global Customer Support will gather information to categorize the issue, check for the existence of previously recorded causes, and provide generic advice per the standard methods and best practices for customization. If these actions do not resolve the issue they will ask Solution Support Engineering to work with the customer from that point onwards, using information researched by Global Customer Support. Global Customer Support will communicate as early as possible to the customer and to the Customer Service Delivery Manager (if involved) , that the SR may need to be transferred to another group so that scheduling of Solution Support Engineering can be initiated.
Configuration covered by this document
For details on the customizations support please refer to : Siebel Open UI Best Practices - Deployment Guide [ID 1499842.1]
4.2 Customizations Support
Siebel supports flexible options for development in Open UI. Customers should be aware of the implications of developing in each supported development style.
For detailed information on these components for reuse or features, please go to the referenced links documented in Siebel Open UI Best Practices - Deployment Guide [ID 1499842.1]
|Oracle Support Support||Oracle Solution Support Engineering|
General Issues with Deploying Siebel Open UI as documented in Siebel Open UI Guide.
Complex issues for which detailed review and validation is required.
-Assistance with design of new custom UI functionality.
Doing General Customization Tasks:
Some examples of customization tasks:
Scripting to Customize Siebel Open UI:
-General ("How to") questions on standard API reference supported to Customize Siebel Open UI
Scripting tasks where code review or custom code is not working:
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In this Document
|1. Purpose Of This Document|
|2. Areas Of Responsibility|
|2.1 Oracle Software Support|
|2.2 Oracle Solution Support Engineering (AES)|
|3. General Differentiation Rules|
|Siebel Open UI Configuration and Scripting Scenarios...|
|4.2 Customizations Support|