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My Oracle Support Terminology for BEA Customers


  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 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 Software Delivery Cloud eDelivery E-Delivery On this site customers can download any Oracle product/ update that is currently available to license
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.

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