Oracle Support and Best Practices

Introduction:

It's time to discuss a topic that is part of our day-to-day, whether in your on-premise or cloud environment, Oracle Support! Certainly, as your company journeys into the cloud, you may encounter situations that hinder progress in projects or the adoption of Oracle technologies. This is when you'll need to engage Oracle Support.

But you might be wondering, what's the secret to engaging support? Let's say there are no secrets, but rather some best practices that allow us to approach and use this service in an extremely organized, productive, and effective manner in search of solutions and resolution to issues.

Some interfaces for interacting with our support:

Setting your focal point:

Always keep your contact information up-to-date; name, email, and especially phone number should be current.
 

Detailing your technical information:

Provide basic information to support, such as the Data Center where you host services, OCID, and Service Instance Name. This will shorten inquiries during investigation.

Detailing the problem:

If the situation you face in the environment generates diagnostic files and/or logs, upload this information when opening the ticket. This allows support to initiate assistance without the need for a remote connection to the environment.

Setting severity:

When opening the ticket, correctly define the severity; this will be the "engine" of the support.

Severity 1 – The productive cloud environment is completely down.
Severity 2 – There is a loss of service; important services are affected, but operations continue.
Severity 3 – There is an adverse situation in the cloud environment, with no significant impact.
Severity 4 – Request for information, clarifications that do not impact operations.

It's important to note that the higher the severity, the faster our support team will respond. It is crucial to be available to respond to the call for interaction with the Oracle team.

Severity change:

Once the request is in severity 1 and there is no interaction from the customer, the severity will automatically be affected. Therefore, always pay attention to updates and exchanges with support.
Best Practices: If any activity requires a longer response time from support, for example, log collection, behavior monitoring, keep the ticket updated.

When to escalate your request:

If the ticket is not progressing, or if the productive environment is completely affected, leading to severe business impacts, you are ready to escalate your ticket with support.

How to escalate:

Ensure the ticket has the appropriate severity and your team is ready to monitor activities and interactions with support. The escalation process should be requested through the support HUB using the available numbers here.

Duty Manager:

Have you spoken with the Duty Manager? This is an option that few customers are aware of and can significantly assist in your relationship with support. By calling the support HUB, customers can request a call back from the Duty Manager, exposing their current situation, informing the real impact on the environment, and thereby mobilizing the support team significantly. This feature is available for severity 1 tickets.

Oracle support aims to help customers succeed in their business and their journey to the cloud. Providing requests correctly and following the recommendations in this article will enable customers to achieve positive results and have an excellent experience with Oracle support.