Customer Connection Transition FAQ

How will I contact Global Customer Support for technical and non-technical issues?
Once Customer Connection retires, you will use MetaLink 3 as your online support portal. For phone support, you will use the existing phone support numbers to contact Global Customer Support for technical issues and Global Customer Care for non-technical issues (e.g. Entitlement and Licensing questions, Media requests, Portal access issues, etc.). Although the existing PeopleSoft and JD Edwards phone support numbers will remain the same, there will be a new menu that allows you to choose between technical and non-technical options for all product lines. If you are not sure of your existing support phone number, please access the Global Customer Support Contacts Directory and select PeopleSoft Enterprise, or JD Edwards EnterpriseOne and World. If you are a Partner and need non-technical assistance, please contact your local Oracle PartnerNetwork Interaction Center.

How do I escalate a Service Request?
Oracle has a defined process to facilitate management engagement in instances where you have encountered a critical roadblock or are dissatisfied with a response or resolution. To initiate the escalation process, simply call Oracle Global Customer Support and request a Service Request escalation. For a list of regional Support Center phone numbers, access the appropriate contacts directory:

• PeopleSoft Enterprise Technical Support Center
• JD Edwards EnterpriseOne and World Technical Support Center

Can I still use the support e-mail aliases to contact support?
Support e-mail aliases will no longer be available when Customer Connection retires. To obtain support, you will need to access MetaLink 3 (Service Request tab) or use your existing phone support numbers to contact Global Customer Support.

What do I need to do to use MetaLink 3?
MetaLink 3 is a resource reserved for the exclusive use of Oracle's support customers and for partners. A unique Support Identifier number is distributed with each support contract and is required for MetaLink 3 access. You should have received an e-mail notification that identifies the Support Identifier number to replace your current Customer ID / SIN. If you have an active support contract but did not receive this notification, please contact your Web Administrator / Customer User Administrator (CUA) or e-mail Transition-Team_ww@oracle.com. If you are a partner, please contact your local Oracle PartnerNetwork Interaction Center to obtain your Support Identifier number.

How do I access the new online support portal?
The URL for MetaLink 3 is https://metalink3.oracle.com. A pre-registration period took place from October 7, 2008 through November 6, 2008. An e-mail notification was sent providing important MetaLink 3 access information and registration instructions. If you did not pre-register your account, you will need to register for a MetaLink 3 account after the transition weekend. It's important to note that you will not be able to create service requests, for your PeopleSoft and JD Edwards products using MetaLink 3 until after the migration weekend of November 7 - 9, 2008. Associated knowledge documents will also not be available on MetaLink 3 until the migration has been completed. Please continue to use Customer Connection for your online support interactions prior to the migration weekend. Upon go-live, the Customer Connection URL will display a notification providing a link to the new MetaLink 3 portal.

Will I automatically be assigned an account in MetaLink 3?
No. All Customer Connection users will need to register for a MetaLink 3 account by using their newly assigned Support Identifier. A pre-registration period took place from October 7, 2008 through November 6, 2008. An e-mail notification was sent providing important MetaLink 3 access information and registration instructions. If you did not pre-register your account, you will need to register for a MetaLink 3 account after the transition weekend. Current partners may use their existing Support Identifier numbers to access MetaLink 3. If you are a partner and do not know your Support Identifier number, please contact your local Oracle PartnerNetwork Interaction Center for assistance.

When can I get access to MetaLink 3?
The URL for MetaLink 3 is https://metalink3.oracle.com. A pre-registration period took place from October 7, 2008 through November 6, 2008. An e-mail notification was sent providing important MetaLink 3 access information and registration instructions. If you did not pre-register your account, you will need to register for a MetaLink 3 account after the transition weekend. It's important to note that you will not be able to create service requests, for your PeopleSoft and JD Edwards products on MetaLink 3, until after the migration weekend of November 7 - 9, 2008. Associated knowledge documents will also not be available on MetaLink 3 until the migration has been completed. Please continue to use Customer Connection for your online support interactions prior to the migration weekend. Upon go-live, the Customer Connection URL will display a notification providing a link to the new MetaLink 3 portal.

I receive a "user already exists" error when trying to register for MetaLink 3. What do I do?
If you receive a "user already exists" error when registering for MetaLink 3, please request a password reset by selecting the "Forgot My Password" option and log in with the new password. Once you log in with the new password, access the MetaLink 3 Registration Instructions for the step-by-step process to continue/complete registration. If you still encounter problems with registering for MetaLink 3: Contact Global Customer Care.

Will MetaLink 3 access be limited or can all users have access to MetaLink 3?
MetaLink 3 access is dependent on a Support Identifier. MetaLink 3 is designed so that companies can assign Customer User Administrators to control MetaLink 3 access for their users. Limitations or restrictions, therefore, are controlled by the Customer User Administrator at the Support Identifier level.

Is this the same version of MetaLink 3 I currently use with other Oracle products?
No. MetaLink 3 is currently being used by customers and partners using Siebel and Hyperion products and will be available to customers and partners using PeopleSoft and JD Edwards products beginning, November 10th, 2008. This is our new generation web portal and it is accessed through a different URL than the current MetaLink portal (Classic MetaLink) for Oracle products.

What is a MetaLink 3 Customer User Administrator (CUA)?
A Customer User Administrator (CUA) is responsible for granting access to MetaLink 3 and controlling individual user privileges, without having to contact Oracle Support. All Support Identifiers must have a Customer User Administrator. It’s recommended that you have more than one CUA assigned to each Support Identifier. CUAs can be added or removed at any time.

What are the benefits of having a MetaLink 3 Customer User Administrator?
The primary advantage is that no one can access your MetaLink 3 accounts or hosted system information without the approval of your CUA. This responsibility allows for easier management of your users without Oracle intervention and ensures security and control of access to MetaLink 3. Customer User Administrators have the ability to set the level of access to Oracle Support information and services on an individual-user basis.

What type of access can Customer User Administrators add/revoke for other users within their company?
CUAs can add and/or revoke access privileges for an existing user. Each time privileges are changed; a notice is posted in the News and Notes section of the Home page. These privileges are:

• View Service Requests
• Create Service Requests
• Download Patches
• Support Identifier Administration

Are we limited to a specific number of Customer User Administrators (CUAs) on MetaLink 3?
No. The number of CUAs per customer is not limited and in fact, we encourage you to create multiple CUAs to ensure proper coverage. Customers may add or remove CUAs at their discretion. Each CUA has the ability to approve an unlimited number of other contacts for their company.

Can I use my Customer ID/SIN in the new customer portal?
No, Customer IDs and SINs will be replaced by Support Identifiers. To gain access to the new online support portal, you will need to have a current support contract. Each Customer ID is mapped to a Support Identifier that identifies your maintenance level and contract duration. This new number is the key that provides access to MetaLink 3. You should have received an e-mail notification that identifies the Support Identifier number to replace your current Customer ID / SIN. If you have an active support contract but did not receive this notification, please contact your Web Administrator / Customer User Administrator or e-mail Transition-Team_ww@oracle.com. If you are a partner, please contact your local Oracle PartnerNetwork Interaction Center to obtain your Support Identifier number.

What is a Support Identifier?
Because MetaLink 3 is reserved exclusively for customers with a current support contract, your Support Identifier is the key that provides access to MetaLink 3. The Customer User Administrator (CUA) will play an important role in controlling MetaLink 3 access for you and your company’s employees, so it is important to use discretion when distributing this number. Please note that Support Identifiers are also referred to as “Customer Support Identifiers”.

How do I find my Support Identifier?
You should have received an e-mail notification that identifies the Support Identifier number to replace your current Customer ID / SIN. If you have an active support contract but did not receive this notification, please contact your Web Administrator / Customer User Administrator (CUA) or e-mail Transition-Team_ww@oracle.com. If you are a partner, please contact your local Oracle PartnerNetwork Interaction Center to obtain your Support Identifier number. It is important to take note of the Support Identifier number. To help ensure proper access, we recommend that multiple CUAs be created for each Support Identifier.

Do I have the same Support Identifier for all of my PeopleSoft and JD Edwards products?
Generally, yes. However, multiple Support Identifiers could exist depending on how your products are licensed. For information on how your products are licensed, please contact your Support Sales Representative. If you are not sure who your Support Sales Representative is, contact Global Customer Care by dialing your Support phone number and selecting the non-technical option. Partners who have been assigned multiple Support Identifiers can contact their local Oracle PartnerNetwork Interaction Center to determine which Support Identifier should be used for support on PeopleSoft and JD Edwards products.

I use multiple Oracle products. Once Customer Connection retires, can I use MetaLink 3 to log all my SRs regardless of the product?
Our goal is for MetaLink 3 to be the single destination for all your support needs. However, until all integrations are complete, you will be able to log issues for your PSFT, JDE, Hyperion, and Siebel products only. If you have support agreements for other Oracle products (E-Business Suite, Oracle Database, Fusion Middleware, BEA, etc.), you will need to continue to use your existing customer support portals until the migration is complete for these products. Details for the existing support portals can be found at www.oracle.com/support.

Will all of my open Cases in Customer Connection transition automatically over to MetaLink 3?
All open Cases will be migrated to MetaLink 3.

Note: Certified Partner (CP) and Certified Advantage Partner (CAP) level partners receive a specified number of Support Requests free each year as a benefit, while Partner Level OPN partners can purchase Service Request (SR) packs in order to submit SRs. Please refer to the Support Benefits page for more details on partner support benefits by partner level.

Will all of my closed Cases in Customer Connection migrate over to MetaLink 3?
Cases closed within the past two years will be migrated to MetaLink 3.

Note: Certified Partner (CP) and Certified Advantage Partner (CAP) level partners receive a specified number of Support Requests free each year as a benefit, while Partner Level OPN partners can purchase Service Request (SR) packs in order to submit SRs. Please refer to the Support Benefits page for more details on partner support benefits by partner level.

Will my existing Case numbers remain the same?
No, Customer Connection Case numbers will be assigned new MetaLink 3 Service Request (SR) tracking numbers as part of the migration.

• Cases that exist before the migration have a unique seven digit tracking number (i.e. 476xxxx). During the migration, these Cases will receive a brand new auto-generated SR number with a prefix of 2 (i.e. 2-xxxxxxx). You can search for SRs in MetaLink 3 using either the old Customer Connection Case number or the new MetaLink 3 SR number. (Important: you cannot place a 2 in front of the old Customer Connection Case # to use as your new MetaLink 3 SR# )
• SRs created in MetaLink 3 after the migration will have a prefix of 3 (i.e. 3-xxxxxxx)

Note: Although you will be able to reference the old case number, you should use the new SR number for all interactions with Global Customer Support.

As a Platinum/Premium customer, how do I enter a Platinum/Premium Service Request in MetaLink 3?
You must use the Support Identifier attached to your Platinum/Premium Contract to get the proper level of service. In most cases, there are no products attached to the Platinum/Premium Support Identifier and you will need to click the "Show All" button, next to the Product box, when logging SRs on MetaLink 3. Please note:

• After clicking the "Show All" button, a window will open that will allow you to search by a keyword to find the product you need
• You also have the option to scroll thru a list of all products to select the one you need

To avoid having to click "Show All" to select a product, every time you enter an SR, you can name an SR profile from an SR you've created that can be used to create future SRs.

Will all of my ICE / SAR (Bug) and Update (Patch) information transition over to the new portal?
All of the ICE and SARs (Bugs) associated with your cases will be migrated to the new MetaLink 3 portal. For patches, PeopleSoft and JD Edwards customers will have a link from MetaLink 3 to the "PeopleSoft Updates & Fixes" and "JD Edwards Update Center" patch delivery systems. These will continue to function as they do today.

How will I be able to access the knowledgebase information for product documentation, release notes, alerts, and FAQs?
You can access product documentation, release notes, alerts, and FAQs via MetaLink 3 and all of this information will continue to be browseable and searchable.

I currently have the ability to attach files directly to my Case in Customer Connection. Will I still be able to do this in MetaLink 3?
Yes. The new Service Request (SR) ticketing system in MetaLink 3 will handle file exchanges. You will have the ability to attach files to your service request as well as download files attached to the SR.

How will I get access to updates (patches)?
MetaLink 3 will provide a link to "PeopleSoft Updates and Fixes" and "JD Edwards Update Center" via the patches and downloads tab. The functionality of the two patch download tools will remain the same, but accessed via MetaLink 3 instead of Customer Connection.

How are PeopleSoft and JD Edwards customers in Japan impacted?
Just like all other PeopleSoft and JD Edwards customers worldwide, PeopleSoft and JD Edwards Japan customers will use a MetaLink 3 account. This new customer portal will allow you to log SRs in English or Japanese as well as provide access to the English knowledgebase. The Japanese knowledgebase will continue to be available from the Customer Site portal.

Can I still use the support e-mail aliases to contact support in Japanese?
Support e-mail aliases will no longer be available when Customer Connection retires. To obtain support, you will need to access MetaLink 3 (Service Request tab) or use your existing phone support numbers to contact Global Customer Support in Japanese.

Is there separate training for PeopleSoft and JD Edwards customers in Japan?
PeopleSoft and JD Edwards customers in Japan can take advantage of the standard customer training offerings available for MetaLink 3 since all of the features and functionality will be the same. Live training is available in English and Japanese. Visit the "Moving from Customer Connection to MetaLink 3" live training schedule to enroll in live training. Feedback and questions regarding this transition can be sent to Transition-Team_ww@oracle.com

How do I access the new online support portal?
The URL for MetaLink 3 is https://metalink3.oracle.com. A pre-registration period took place from October 7, 2008 through November 6, 2008. An e-mail notification was sent providing important MetaLink 3 access information and registration instructions. If you did not pre-register your account, you will need to register for a MetaLink 3 account after the transition weekend. It's important to note that you will not be able to create service requests, for your PeopleSoft and JD Edwards products using MetaLink 3, until after the migration weekend of November 7 - 9, 2008. Associated English knowledge documents will also not be available on MetaLink 3 until the migration has been completed. Please continue to use Customer Connection for your online support interactions prior to the migration weekend. Upon go-live, the Customer Connection URL will display a notification providing a link to the new MetaLink 3 portal. There is not a separate URL for Japan customers.

Where can I access the Japan knowledgebase?
The knowledgebase in Japanese will remain within the Customer Site portal. Please continue to access Customer Site > Knowledgebase to search and browse knowledge in Japanese.