Ask that Support Blogger...(Hours of Support)
By Cwarticki-Oracle on Jan 13, 2012
I wondered if you might know the "working hours" for Sev 2 and below SRs. Is it 8-5 in the timezone in which the SR was raised? 9-5? Also I assume "business hours" are based on the timezone of the person logging the SR and not some other factor such as where the corporate HQ's time zone (or something odd like that). Thank you!!
Answer: Good question.
Support is available 24x7x365 through our online support portal for severity 1 issues and self service options. For telephone support, normal business hours apply. For further information please refer to the Global Customer Support Contacts Directory located at http://www.oracle.com/support/contact.html.
SRs are routed to the global support center that is open at that time the SR is raised. It's normal business hours in the responding geography when the SR was raised. Whether that is 8-5 or 9-6 all depends on how the product support teams are structured. Those hours can vary by product team and how they are capacitized by shift.