"Help! Oracle, I have problem with your software...!!!"
By Mayank Thakore -Moderator -Oracle on Jun 07, 2013
Yes, if you are using any software, there is a chance that sooner or later you will have some problems or questions. Actually, one report mentions that there is no software in the world which does not have a bug or a problem. This almost makes one say that death, tax and (now) software bugs are part of life, and you can not avoid them!
Your next question, as a customer, is "What now? How can I solve this problem/bug/issue/question/how-to that I have?" Oracle provides you with many comprehensive sets of resources that you can use to overcome any issue you may have with its products. Following are some of these resources:
1. Oracle Knowledge Documentations:
Oracle provides a rich set of documentation for every Oracle product. These documents have an immense amount of knowledge for each product that Oracle provides. These are dynamically evolving documents and contain almost every type of problem that has been encountered! Chances are, your solution is described in one of these documents. I would strongly suggest that first step in finding the solution of your problem is to search these documents. The search can be performed using the My Oracle Support(MOS) portal accessible to you. The MOS search engine is very powerful and we are making it even more intelligent.( read Irina's Proactive blog "New MOS Search Engine" )
2. My Oracle Support Community(MOSC) Forums:
My Oracle Support Community(MOS) forums are specifically designed for Oracle's contracted customers only. In this community forum, you can post your questions with confidence that they will be answered in a reasonable amount of time. This is a community forum and you are welcome to answer other community members' postings as well! ( read Kenn's Proactive blog "Why Use My Oracle Support Community (MOSC)" )
3. Oracle Technology Network(OTN) Forums:
Oracle Technology Network(OTN for short) is a one of the best open public forums and a good resource for finding your answers.
4. Log Service Request Using My Oracle Support(MOS) Portal:
In an urgent situation when the above 3 resources fail, you can log a Service Request using the My Oracle Support(MOS) portal and an expert support engineer from the product team will contact you to help. There is even option of initiating chat session with support engineer! You will need a Customer Support Identification(CSI) number to log a Service Request. Visit the Oracle Support website for more details about product support and licenses.
5. Log Service Request By Phone:
This resource is same as #4, but a Service Request is logged using a phone call. Locate an appropriate phone number for your country by looking into Oracle Global Customer Support Contacts Directory. Likewise, you will need a Customer Support Identification(CSI) number to log a Service Request.
With these powerful resources, rest assured, you will have the prompt answer to any types of problems you are confronted with while using Oracle products. Oracle provides an unsurpassed customer service with various resources to solve any issue quickly!