How do I escalate a SR in Oracle Support?
You can request Oracle to change the severity by contacting the Support Engineer through the service request or by calling your region’s support contact phone number. Request management attention to the service request.
How we take support from Oracle whats the process for that?
It is highly recommended that you register using an email address matching your company domain or the email address you use to access the Oracle cloud service. 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.
What are the three types of support offerings that Oracle has available for its customers?
Get support by product
- Software support. Oracle Premier Support for Software helps you maintain your products, optimize performance, and effectively implement new software functionality.
- Systems support.
- Cloud support.
What is included in Oracle Support?
You can rely on Oracle’s industry-leading assistance for a range of services including health checks, patch and maintenance advisors, product information centers, certification, Auto Service Requests, and upgrade advisors.
What does escalating a SR mean?
If you are not satisfied with the resolution or response to a critical Service Request (SR) at My Oracle Support (MOS), you can escalate it. SR escalation process (formerly known as the Duty Manager Process) is officially known as Requesting Manager Attention to a Service Request.
What is an Oracle Sr?
A SR is a Service Request to Oracle Support; it was previously called a TAR (Technical Assistance Request). SR’s can be logged on Oracle’s Metalink website.
How do you raise Sr?
How to Raise a Service Request (SR)
- Click Ask A Question in the Construction and Engineering Support Portal.
- On the Contact Form, enter the following details for your service request: Product: Select the product for your inquiry. Service Type: Select the option that best describes your request.
- Click Submit Request.
How do I escalate in Oracle?
Just say on the phone: “Here is my existing Service Request #999…, I would like to escalate it and speak with [or receive a callback from] the Support Manager”. Be prepare to answer following questions (unless you mentioned them already in the SR itself): Reason for request, including business impact of the problem.
What is Oracle Platinum support?
Oracle Platinum Services is a special entitlement under Oracle Premier Support that provides customers with additional services—over and above what they already get under their Oracle Premier Support contract(s)—when they maintain a certified configuration and two-way communication with Oracle via the Oracle Advanced …
What is the difference between Oracle Premier and extended support?
Premier Support begins with the general availability (GA) date and provides comprehensive maintenance and software upgrades for five years. * Extended Support is where you can purchase an additional three years of mostly full support prior to the end of Premier Support (like an extended auto warranty).
What is the difference between Oracle Premier Support and Sustaining Support?
Premier Support provides a standard five-year support policy for Oracle Technology products. You can extend support for an additional three years with Extended Support for specific releases or receive indefinite technical support with Sustaining Support.
What should be done before a problem is escalated?
Here are some steps to take when escalating an issue at work:
- Acknowledge the problem. The first step to escalating an issue is acknowledging that there is a problem.
- Try to find a solution.
- Collect evidence.
- Figure out who to escalate to.
- Explain the issue.
- Take the issue to a higher authority.
How do I raise my SR?
How can you tell if a SR is closed?
To view closed SRs, select the include closed SRs icon (third icon from the View menu) in any of the SR regions. Keep in mind that doing this may slow system performance. Where information is available through My Oracle Support, customers can view two full years of SR data.
How do I raise my snow request?
Create New Service Requests
- Click the Forms tab.
- Click Add.
- In the Add Request Form dialog, enter a form name.
- Optional: Enter a Display Name if you want users to see a different name for the request.
- Select a Publish option, to specify who should have access to this new service request form.
- Click OK.
What is raise a request?
1 to move, cause to move, or elevate to a higher position or level; lift.
What is Oracle support service number?
(800) 392-2999Oracle Corporation / Customer service
What is Platinum service?
Platinum Service means the sums receivable by the Supplier in respect of the supply of any Services under a Direct Contract less any value added tax or other sales tax means the services described at Clause 6. Sample 1.
What is Oracle Advanced Support Gateway?
Oracle Advanced Support Gateway is a multi-purpose platform designed to facilitate Oracle Cloud at Customer. The Oracle Advanced Support Gateway enables the simplification of network requirements and a single point of access for the provision and delivery of these services.
What is Oracle sustained support?
Sustaining Support is a lifetime support level available for as long as Oracle customers continue to pay support fees are paid. This ensures that Oracle will always respond to some extent and that products are never actually desupported.
What is the cost of Oracle extended support?
Extended Support fees are calculated as a % of the Premier Support Fees as per the below: Year 6 after product release: 10% of current Premier Support fees. Year 7 after product release: 20% of current Premier Support fees. Year 8 after product release: 20% of current Premier Support fees.
Is Oracle sustaining support free?
What is included in Oracle extended support?
Extended Support
Puts you in control of your database, middleware, and applications upgrade strategy by providing additional maintenance and upgrades for Oracle Database, Oracle Fusion Middleware, and Oracle Applications for an additional fee.
What is escalation chart?
The Project Escalation diagram depicts the responsibility and communication path for effective decision-making. The left column categorizes the type of decision. The middle column provides specific types of decisions that map into the categories.
What is the escalation process?
What is an escalation process? An escalation process simplifies the channels and boundaries of decision-making within an organization for solving the problem quickly and effectively. The escalation process might also be called an escalation workflow that takes a high-priority issue to a high-level authority.