The Power of Oracle Cloud Support

We’re pleased to announce the release of Oracle Cloud Infrastructure (OCI) Support Center, where we’re making support easier than ever. We’re redefining the Oracle Cloud Support experience to be more accessible, automated, and intelligently contextual. We point you directly to the documentation for the service you’re currently consuming. You can also use support chat for answers to common questions. If you’re still stuck, we simplified the support request process and we automatically add key environment details for you.

Key features of Console Support

• The new OCI Support Center dashboard is your single pane of glass for all your product support and documentation needs.

• The support life raft icon on the bottom right of your Console provides one-click access to get support from every Console page and provides documentation links based on where you are in the Console.

• Key environment data is added to support requests resulting in faster resolution.

• Simplified support request process only requires you to fill out the summary.

Getting started

New and experienced OCI customers can easily take advantage of the new OCI Support Center. You can access the Support Center from the top navigation help menu, or the life raft icon. First-time users of Support from the OCI Console are guided through a new automated workflow to link your OCI tenancy and My Oracle Support (MOS) account. My Oracle Support is a support application used to access support 24-7 and remains your source to manage support for non-cloud subscriptions.

The best part about having support in the OCI Console experience is that your browsing context provides focused and targeted document recommendations. The documentation links are relevant to the OCI service page that you’re on. So, you don’t have to waste time searching for documentation.

You can move the life raft vertically on the page if you prefer a different location than the default of bottom right.

If you have a question about a service, try our support chat. We’ve enabled the chat experience for our Always Free Tier, and we’re constantly expanding our content powered by Oracle Digital Assistant. You can access Support Chat from the help menu, Support Center dashboard, or the life raft.

Most important of all, creating support requests has never been easier! You don’t have to tell us about your environment details when you’re desperate for support. We automatically add all the key information needed to get started troubleshooting, including your tenant OCID, region, and url from which you created the request. We also add service-specific information to help solve the request and reduce the back-and-forth with support engineers.

Are you a current support user in My Oracle Support?

Great! After you link your My Oracle Support account, you can manage all your Cloud Support Requests from the OCI Console no matter where you opened them. Logging into your My Oracle Support account will still be required for the Customer User Admins in order to accept and manage support users.

Give Console Support a try

This is just the beginning of Oracle Cloud Support in the Console. With so many new support options in the Console and a new dashboard to manage it all you’re sure to get the help you need to be successful with Oracle Cloud Infrastructure. We welcome you to sign up for the Oracle Cloud Free Trial or sign in to your account today!