Business / Technical Brief

Support Process Guide

Oracle Software and Hardware Customers

April 29, 2024, Version 1.0

Copyright © 2024, Oracle and/or its affiliates
Confidential – Oracle Internal

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 Support Process Quick Guide 

Register for My Oracle Support (MOS)

My Oracle Support, Oracle's exclusive web support portal, offers secure, real-time access to Oracle to
1 provide the critical and timely information you need for running your business. First time users will
have to register on MOS using their email address.

Open a Hardware Service Request in My Oracle Support

2 1. Go to the MOS sign-in page.

2. From the Dashboard or the Service Requests tab, Click Create Technical SR button.
3. Enter Problem Summary and Description. Select Issue Type, Business Impact and System Lifecycle
to describe the issue.
 The severity value is set based on the Issue Type and other information provided.
4. Choose the Hardware tab and fill in the required information: Enter your Hardware Serial Number
then click Validate Serial Number or use Search to find the serial number
5. Once the serial number is validated, select Problem Type and enter Support Identifier
6. Click Next
7. On the next screen, you will be provided with solutions that may assist in the resolution of your
issue. After reviewing the solutions, if you still haven’t found a resolution, click Next.
8. You will be given an opportunity to upload files to the SR that may assist Support with resolution of
your issue. Click Next.
9. Provide required information in the Contact section and Customer Reference Number if desired,
and then click Submit.
10. You will see an SR confirmation message with the SR number that was created.

Open a Software Service Request in My Oracle Support

1. Go to the MOS sign-in page.
2. From the Dashboard or the Service Requests tab, Click Create Technical SR button.
3. Enter Problem Summary and Description. Select Issue Type, Business Impact and System Lifecyle to
describe the issue.
 The severity value is set based on the Issue Type and other information provided.
4. Choose the Software On-Premise, Non-Oracle Cloud tab and fill in the required information
5. Click Next
6. On the next screen, you will be provided with solutions that may assist in the resolution of your
issue. After reviewing the solutions, if you still haven’t found a resolution, click Next.
7. You will be given an opportunity to upload files to the SR that may assist Support with resolution of
your issue. Click Next.
8. Provide required information in the Contact section and Customer Reference Number if desired,
and then click Submit.
9. You will see an SR confirmation message with the SR number that was created.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 Calling Oracle Support
If you choose to call us regarding a new SR, a support engineer will create an SR for your technical issue
3 and assign it to a technical engineer. An individual who provides technical support for your product will
then contact you.

For customers who also have a cloud service subscription, please note there are some differences with
the SR creation process for cloud. If you are calling to report a technical issue with a cloud service:
 The customer contact calling in will be asked to identify themselves, and they will need to be an
approved user under their company SI before the SR can be created.
 Additionally, the customer contact calling in will be sent an email or text message asking them to
log into the customer portal and approve the request before the SR can be worked by Oracle
Support

For technical issues of an urgent nature, you can either use MOS to submit a Severity 1 SR or you can
call Oracle Support.

The support hotline for your country or region can be found in the Oracle Support Contacts Global
Directory.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 Support Process Detailed Instructions

Register for My Oracle Support (MOS)

1 My Oracle Support, Oracle's exclusive web support portal, offers secure, real-time access to Oracle to
provide the critical and timely information you need for running your business. If you are a first-time
user, you will have to register on MOS using your email address.

1. Register on MOS.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 It is highly recommended that you
register using an email address
matching your company domain.
You will be sent an email from
Oracle Support after you click
“Create Account.”
In this email you will be asked to
verify your registration. Please wait
5 minutes after you verify to move
to the next step and ensure your
registration is active.

If you do not receive an email with

the link to continue registration,
check your spam filters first. If you
still do not receive the email, please
call Oracle Support to have the
email re-sent (see page 16).

2. Sign in to MOS using the account you just created and validated.

3. Enter a valid Support Identifier and click Request Access.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 4. The system will make sure this is a valid SI and add it to the Access Requests table. Click Next. If
you are the first person to request access to a particular Support Identifier, you will be asked if you
agree to become the Customer User Administrator (CUA). If it is appropriate for you to become the
CUA and you accept the role, complete the registration process by entering the first 5 characters
of the company name exactly as found in your welcome letter.

5. Provide your contact information and then click Next.

Kate

6. Please read the My Oracle Support Terms of Use and click the “I Accept” button to continue.
Choosing “I do not accept” will terminate the registration process.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 7. Upon acceptance, your request will be forwarded to your CUA (if one exists) or to Oracle (if no CUA
exists) for approval. It may take some time for your request to be approved. You will have to wait
until your request is approved before you will be able to open a Service Request in MOS.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 Open a Hardware Service Request in My Oracle Support

2 1. Go to MOS and sign in.

2. From the “Dashboard” or the “Service Requests” tab, Click Create Technical SR button.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 3. Enter Problem Summary and Description. Select an Issue Type (review the help tip). Describe the
Business Impact and System Lifecycle using LOV options.
 The severity value is set based on the Issue Type and other information provided.
4. Choose the Hardware tab and fill in the required information: Enter your Hardware Serial Number
then click Validate Serial Number or use Search to find the serial number. Once the serial number
is validated, select Problem Type and enter Support Identifier
5. Click Next

Notes for Issue Type:

 If you select Critical Outage, Severity 1 Agreement screen pops up. Click Agree and Continue
and provide 24x7 contacts.
 If your issue does not need 24x7 support, click Cancel and change the Issue Type.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 6. On the next screen, you will be provided with solutions that may assist in the resolution of your
issue. After reviewing the solutions, if you still haven’t found a resolution, click Next.

7. You will be given an opportunity to upload files and include additional information to the SR that may
assist Support with resolution of your issue. Click Next.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 8. Provide required information in the Contact section and Customer Reference Number if desired,
and then click Submit.

9. You will see an SR confirmation message with the SR number that was created.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 Open a Software Service Request in My Oracle Support

1. Go to MOS and sign in.

2. From the “Dashboard” or the “Service Requests” tab, Click Create Technical SR button.

12
Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 3. Enter Problem Summary and Description. Select an Issue Type (review the help tip). Describe the
Business Impact and System Lifecycle using LOV options.
 The severity value is set based on the Issue Type and other information provided.

4. Choose the Software On-Premise, Non-Oracle Cloud tab and fill in the required information
5. Click Next

6. On the next screen, you will be provided with solutions that may assist in the resolution of your
issue. After reviewing the solutions, if you still haven’t found a resolution, click Next.

7. You will be given an opportunity to upload files and include additional information to the SR that may
assist Support with resolution of your issue. Click Next.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 8. Provide required information in the Contact section and Customer Reference Number if desired, then
click Submit.

9. You will see an SR confirmation message with the SR number that was created.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
Severity Levels
Severity 1 (Critical Outage)
Your production use of the supported programs or covered hardware systems is stopped or so severely
impacted that you cannot reasonably continue work. You experience a complete loss of service. The operation
is mission critical to the business and the situation is an emergency. A Severity 1 service request has one or
more of the following characteristics:
 Data corrupted
 A critical documented function is not available
 System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
 System crashes, and crashes repeatedly after restart attempts
 System functionality failure causes data loss or renders system unstable
 System malfunction causes mission critical applications to restart, hang, or suspend

Except as otherwise specified, reasonable efforts will be made to respond to Severity 1 service requests within
one hour. For response efforts associated with other Software Support, please see the Oracle Software
Technical Support Policies. For response efforts associated with other Hardware or Systems Support, please
see the Oracle Hardware and Systems Support Policies.

Except as otherwise specified, Oracle provides 24-hour support for Severity 1 service requests for supported
programs (OSS will work 24x7 until the issue is resolved) when you remain actively engaged with OSS working
toward resolution of your Severity 1 service request. You must provide OSS with a contact during this 24x7
period, either on site or by phone, to assist with data gathering, testing, and applying fixes. You are requested
to propose this severity classification with great care, so that valid Severity 1 situations obtain the necessary
resource allocation from Oracle.

Severity 2 (Significant Impairment)

You experience a severe loss of service. Important features are unavailable with no acceptable workaround;
however, operations can continue in a restricted fashion.

Severity 3 (Technical Issue)

You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to
restore functionality.

Severity 4 (General Guidance)

You request information, an enhancement, or documentation clarification regarding your software but there is
no impact on the operation of the software. You experience no loss of service. The result does not impede the
operation of a system.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal
 Calling Oracle Support
If you choose to call us regarding a new SR, a support engineer will create an SR for your technical issue
3 and assign it to a technical engineer. An individual who provides technical support for your product will
then contact you.

For customers who also have a cloud service subscription, please note there are some differences with
the SR creation process for cloud. If you are calling to report a technical issue with a cloud service:
 The customer contact calling in will be asked to identify themselves, and they will need to be an
approved user under their company SI before the SR can be created.
 Additionally, the customer contact calling in will be sent an email or text message asking them
to log into the customer portal and approve the request before the SR can be worked by Oracle
Support

For technical issues of an urgent nature, you can either use MOS to submit a Severity 1 SR or you can
call Oracle Support. The support hotline for your country or region can be found in the Oracle Support
Contacts Global Directory.

The US toll free number is 1-800-223-1711.

When you call, you will be asked to identify yourself and state the product line you are inquiring about.

Oracle Customer Satisfaction Survey Program

As part of our goal to achieve industry-leading customer satisfaction, Oracle is dedicated to improving the
quality of the support that you receive. To this end, we regularly conduct customer surveys to learn about your
experiences with Oracle support services. Our Customer Satisfaction Survey Program is one of the primary
methods we use to measure success and drive quality-related initiatives within our Global Customer Support
organization.

Oracle will begin administering the Customer Satisfaction Survey Program to our customers who close service
requests. If you are invited to participate in the survey program, you will receive an invitation e-mail with a
subject line that reads: Oracle Wants Your Feedback for Service Request.

We thank you in advance for taking a few moments to provide your feedback if contacted; this direct input is
vital to helping us improve our support delivery and issue resolution processes. Also, please note that Oracle
will ensure the confidentiality of your information in accordance with Oracle’s privacy policies.

Additional Questions?
We urge you to register for MOS today. Familiarizing yourself with the MOS site will make your transition to
Oracle Support services easier, faster, and help us serve you better.

We are eager to assist you in any way possible and your feedback is invaluable and integral to our success.
Please contact Oracle Support if you need any assistance, the support hotline for your country or region can be
found in the Oracle Support Contacts Global Directory.

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Copyright © 2024, Oracle and/or its affiliates / Confidential – Oracle Internal