Working With Oracle Cloud Support

Oracle Cloud Support Portal and Service Request Management

Sudhir Chaturvedi
Director, Implementation Success,
Oracle Cloud – APAC

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Oracle Support Portals
URL : http://support.oracle.com

Choose Cloud Support

OR
My Oracle Support Interface

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Submitting a Cloud Service Request
Important information to include in your SR:
 Be as explicit as you can regarding the issue or problem. Include as many details as possible
 Clearly communicate the business impact of the particular issue
 Attach a screenshot of the issue/s and include error codes
 Include steps to reproduce the issue, as this is something support will try to do on their own
environment
 Is the issue localised to one environment (Test/Prod) or both? Specify
 If the SR relates to another SR, provide related SR reference
 What has changed, if anything, that may have triggered the issue?
 If Severity 1, is this a 24/7 SR? If 24/7, ensure you provide an contact person available 24/7
 If describing a generic issue, please include examples
 Deadlines for resolution, and expected result

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Internal/Restricted/Highly Restricted
Severity Levels and Business Impact
Partnership
Severity Business Impact Resolution
Level 1st Response Update Frequency
Technical Impact Time

Mission Critical Business Continual Updates

1 < 1 Hour (telephone preferred) Co-Owned
Impact 24x7

Multiple Updates
2 Serious Business Impact Communication Preference Co-Owned
24-48 hours

Updates 2-3
3 Minor Business Impact Communication Preference Co-Owned
Business Days

Updates 3-5
4 No Business Impact Communication Preference Co-Owned
Business Days
• Choose the Severity as appropriate & change it UP or DOWN during the SR lifecycle. We meet the response time
commitment on 90% of the SR’s.
• 53% of the Sev1 Non-Bugged SR’s get closed in <5 days and 73% are closed in <14 days
• Expect and ask for Next Response time from the Support Analyst. Agree on a mutually acceptable time to progress
the issue based on the action plan.

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Oracle Support Portals

Cloud Support vs. My Oracle Support

(MOS)

Chose Cloud
Support
OR
My Oracle
Support
Interface
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Escalation Process - Overview
1. Escalating an issue brings a heightened level of awareness to management and when
appropriate, more resources.
2. Start the escalation process by updating the SR. Provide a thorough explanation about why
you are escalating.
3. Call the Global Customer Support number (find your n# ) and select option 2 for
Non-Technical issues. Inform the answering support engineer that you would like to speak
with an Escalation Manager.
4. The engineer will page the appropriate Escalation Manager, who will call you within
approximately 30 to 60 minutes of the request. When you have the Escalation Manager on
the phone, make sure you ask for their:
• Name
• Contact Information
• Action Plan to work through resolution
5. You can escalate an SR 4 times, up to VP and Exec levels. Each time
you need to follow the above process.
6. Once the above has been followed, please contact your
Customer Success Manager
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Internal/Restricted/Highly Restricted
My Oracle Support : Knowledge management portal

My Oracle Support / Notes Oracle Help Center / Document Bug database / Details

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Oracle Applications Customer Connect

Customer Connect Community

Events: Attend exclusive events and
access replays
Recent Posts: Post comments and read posts from
your colleagues
Idea Lab: Share ideas and learn about ideas from other
members
Invite Co-workers: Invite coworkers to join the
community

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Oracle Youtube

Oracle Learning Library

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Oracle University

In addition of free documentation, Oracle University

delivers paying Trainings and Certifications
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 Oracle Applications Cloud – Cloud Service: Getting Started Information for the Implementation Team
1. Action: Get Connected 5. Learn: Submitting Service Requests (SRs) via MOS
Oracle Support is available 24X7 to provide you help with your questions and problems. A
 Access My Oracle Support (MOS) to learn, seek help, report problems. Request access, Service Request (SR), which you enter into My Oracle Support, is the primary way for
if needed, at that same link. If you will be opening Service Requests (SRs), read logging and managing these requests. Please note the following:
this article for access and obtain your Customer Support Identifier (CSI) from your
Service Administrator. • To enter an SR, you must have access to MOS and have your account linked to the correct
 Access Oracle Cloud Site for important resources, documentation. No login is required. CSI as described in item #1.
Select “Resources” and explore. • When entering an SR, choose the “Cloud” tab on the SR user interface.
 Access Customer Connect to network with peers & Oracle experts. Request an account • Monitor your SRs to follow progress and respond to questions from Oracle Support.
using that link if you have not received an e-mail notification to join. • Read this article for information about how to escalate an unresolved SR, if necessary.
 Receive important notifications, such as outage information, from the • You may also call Oracle Support (+1.800.223.1711 (US) / Global Numbers).
Notifications in Cloud Portal / My Services. Your Service Administrator will establish
access for you, if needed. 6. Learn: Monthly Maintenance
Oracle provides monthly maintenance via Update Bundles to address reported problems
2. Action: View Getting Started Info for your Cloud Services and occasionally introduce new features. These Update Bundles are applied to non-
 View the ERP Cloud Welcome Note, HCM Cloud Welcome Note, production environments the first weekend of each month and to production
Sales Cloud Welcome Note, Get Informed on Oracle Cloud Operations environments the third weekend. Outage notifications precede required outages.
3. Learn: Manage Your Cloud Service Environments  Read this document to understand Oracle’s maintenance policy and processes.
Oracle has provisioned your Oracle Cloud Service environments and turned them over to 7. Learn: Release Upgrades
your organization’s Service Administrator. At a minimum, your business has a production Oracle upgrades your Oracle Cloud Service once or twice each year.
and a non-production environment; your organization may have subscribed to one or more 
Read Upgrade documents for ERP / HCM / Sales to understand Oracle’s upgrade policy
additional non-production environments. The URLs for accessing these environments
follow this format: https://EXXX.XX.XXX.oraclecloud.com/......... Where EXXX is the unique 8. Learn: Requested Service Entitlements
identifier for each environment. You will refer to this identifier often as you implement and During your implementation and use of the Oracle Cloud Service, you will need to request
use the Oracle Cloud Service. You can determine the type of environment via the URL as that Oracle’s Cloud Operation Team provide certain services which are key to your
follows: success. These services may be one-time events (e.g., enable single sign-on, install a
new language) or recurring (e.g., production-to-test content migration). You request
• An identifier followed with “-TEST” is the standard non-production environment these services via an SR entered into MOS using the “Cloud” tab and, like all other
• An identifier with no following characters is the standard production environment SRs, you must have your CSI linked to your MOS account to request them.
• An identifier followed with ”-DEV1,” “-DEV2,” etc. is an optional additional non-  Read Hosting Service scenarios for Oracle Cloud Fusion Applications services in MOS
production environment. For some, identified as “DEV-TEST”, “DEV2-TEST”, etc. about services offered through SRs; refer to it as-needed.
Your Service Administrator or the person who coordinates security for your implementation Two service entitlements require special emphasis:
will communicate service URLs and your login information to you. • Production-to-test Content Migration: This critical service has restrictions on when you
4. Learn: Read Information about Using Your Environments can request it. Plan well in advance to avoid disrupting your implementation schedule.
 Read this article on MOS for information about managing your Cloud environments. • Resize Environment: Understand and request this service well in advance of going into
production. This will avoid performance problems.

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