Been busy lately, yesterday I went to oracle support day at Hayyat Amman. It was presented by two oracle support managers, wael sadaqa from Oracle dubi and jafar al omary from Oracle Saudi Arabia, they presented how to work effectively with support and the escalation process and they also stressed on using oracle diagnostics and configuration support manager. They mentioned a little bit about R12 upgrade process and they mentioned that people who are doing upgrade will get more attention from oracle support.
It was good and helpful, the presentations can be downloaded from here
An update on this (25-jun-2007)
The presentations can be downloaded from here