| My Oracle Support Terminology |
Acronym |
Related BEA Terminology |
Description |
| Alert |
|
Breaking News, Hot Topic |
Knowledge Management document type |
| Backport |
|
|
A patch for a prior code set |
| Bug |
BUG |
Defect, Fix Request, Change Request |
A defect in the existing code or functionality not performing as documented |
| Bulletin |
|
Whitepaper |
MetaLink document type |
| Contact |
|
Consumer, Customer |
A customer contacting Oracle support |
| Customer Support Identifier |
CSI |
Identification Number, Customer Support Number (CSN), Client ID, Customer ID |
Internal use - A unique identifier indicating what products and level of service a customer has purchased |
| Customer User Administrator |
CUA |
Designated Contacts, Web Admins |
Customer user responsible for granting access to MetaLink 3 and controlling individual user privileges, without having to contact Oracle Support |
| Enhancement Request |
ER |
Change Request, ACR (approved change request) |
An enhancement is a requested addition to documented functionality or a request to change the behavior of existing functionality. Enhancement can be delivered via patches or via scheduled releases |
| Escalation |
|
|
Bringing Management attention to an issue. A service request can be part of several escalation types: Manager Escalation, Development Escalation, Executive Escalation, and Customer Escalation |
| GRID |
GRID |
|
Engineers performing Technician SR resolutions |
| HUB |
HUB |
|
Engineers performing translation and contact services for GCS |
| Knowledge Documents |
|
Solutions, white papers, Notes |
Knowledge Documents |
| Oracle Configuration Manager |
OCM |
SCM |
Client Site Component to SCM. Must install for SCM to work. |
| Oracle Diagnostic Methodology |
ODM |
|
Problem-solving technique used in working service requests |
| Oracle's Electronic Delivery |
eDelivery |
E-Delivery |
On this site customers can download any Oracle product/ update that is currently available to license |
| Oracle Partner Network |
OPN |
|
Oracle and our more than 20,000 partners provide customers around the world with industry-leading solutions and services that address business needs |
| Oracle Technology Network |
OTN |
|
Oracle Technology Network is the world's largest community of developers, DBAs/admins, architects, and QA testers using Oracle products and industry-standard technologies. OTN members can explore product documentation, join discussion forums, read technical articles, and much more. No charge for membership. |
| Oracle Web Conferencing |
OWC |
|
Self-service tool for hosting online meetings and recording online events |
| Patch |
|
Fix, Resolution, POC (proof of concept), diagnostic patch |
A code change or set of code changes which are not part of a scheduled release. Patches are usually provided against the latest code set |
| Service Request |
SR |
Issue, Case, TAR |
A specific customer reported request for support |
| Software Configuration Manager |
SCM |
Support assistant |
Support capability that helps customers organize, collect and manage their configurations |
| Support Engineer |
|
Support Representative, Support Experts, Technical Analyst, Support Analyst |
Support representative in GCS |
| Support Identifier |
|
Site Identification Customer Support Number, Client ID |
Used on the portal. A unique identifier indicating what products and level of service a customer has purchased. |
