The Power of Oracle Cloud Support Center

We are very pleased to announce that on July 8th 2021 we launched Oracle Cloud Infrastructure (OCI) Support Center, where we are making cloud support easier than ever.  With this release, we are redefining the Oracle Cloud Support experience to be more accessible, automated and intelligently contextual. When you need help, Support Center can assist in many ways: You can directly access contextual  documentation for the service you're using, access Support Chat for answers to common questions, and if you are still stuck, Support Center vastly simplifies the support request creation process by automatically adding key environment details for you!

Key features of Support Center

• The new OCI Support Center Dashboard is your single pane of glass for all your product support and documentation needs.
• The new Support Life Raft button is now available on all Console pages, and provides one click access to support whenever you need it.
• When you create a new support request, you only need to describe your issue, and Support Center will fill in all the key environment details automatically.

Getting started

New and experienced OCI Customers can easily take advantage of Support Center.  You can access the Support Center either from the top navigation Help Menu or from the Life Raft button. First time users of Support Center will be guided through a simplified automated workflow to link your OCI tenant and your My Oracle Support (MOS) account. For clarity, My Oracle Support is our 24x7 support ticket management application.

The best part about having support in the OCI Console experience is that your browsing context is used to provide focused and targeted documentation recommendations. The documentation links are relevant to the OCI service page you are on, so no more time consuming searching for documentation.  

Tip: You can move the life raft vertically on the page 

If you have a question about a service, try our support chat. We have enabled the chat experience for all Customers, including Always Free, and we're constantly expanding our content powered by Oracle Digital Assistant.  You can access Support Chat from the top navigation Help Menu, the Support Center Dashboard or from the Support Life Raft.

Most important of all, creating support requests has never been easier!  You won't have to tell us about your environment details when you are 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 MOS account, you will be able to manage your Oracle Cloud Support Requests from the OCI Console. My Oracle Support will continue to be your source to manage support for non Cloud subscriptions.   Note: If you are a Customer User Admin for your company, you will need to log into your MOS account to accept and manager additional 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!