Ana Rezende Product Support Manager – MIT and Gateways teams Oracle Support Services Ana-Cristina.Rezende@oracle.com zSeries Oracle SIG – 2004 Working Effectively with Oracle Support Services To Ensure Your Business Success Agenda Goal: To improve your working relationship with Global Product Support • • • • • Support Terminology and Tools Working Effectively with Support Escalations Metalink Q&A 3 Support Terminology and Tools • Support Acronyms and Terminology