We, in Oracle Support, are here to help resolve your issues with our Products or Cloud Services. While we always do our best to work the issues according to your urgency we rely on you to help us understand your company’s needs and the specifics of what you are encountering. We realize that the urgency can change, as the impact of problems is better understood, or there are circumstance where we don’t meet your expectations.

When to request management attention for your service request

You should use the process for management attention when:

  • The progress of your service request will not meet your project’s milestones, implementation, or upgrade plans.
  • You urgently need to communicate important business issues to managers in Oracle global customer support.
  • You are dissatisfied with the resolution or response to a service request.

How keeping Oracle Support informed helps you

Having an understanding of what you are facing, what your project needs, or changes in your plans can facilitate communications and help us focus the right resources for your needs. The request management attention process for your service request provides you a direct channel to our global customer support management team.

Keep us informed of target dates and deadlines for these issues and document them in the service request. Please include a statement of the impact on your business or the risk it poses to your implementation plans to help us better understand your needs.

When you request management attention to a service request, Oracle managers engage with your management.

Best practice for requesting management attention on your service request

  1. Fill out the Request Management Attention template found in in My Oracle Support Doc ID 199389.1 and add it to your service request.
  2. Call Oracle Support.

Why are both steps essential?

  • If you only call to request management attention, we may not capture a complete picture of the business impact and milestones during the phone interaction.
  • If you only update the template on the service request, the engineer might not be on shift (especially if the SR is non-24×7).

How to request management attention to a service request by phone

The best practice is to first update your service request in My Oracle Support to provide a complete picture of the issue and business impact and then call Oracle Support.

It is important that you update your service request with the current information so we can provide the correct management support you need. Please review the service request and update it if necessary before calling support. Among the key points to include or update are:

  • Your current problem statement and any issue clarification activity or notes in your service request.
  • If you have a workaround, let us know if it’s impractical or inappropriate to the situation.
  • Specific business or implementation milestone calendar dates.
  • Correct severity level to represent the issue.

If you need to request additional attention, fill out the Management Attention Request template on your service request.

  **** Management Attention Request ***

  • Business reason: include the business impact of the problem that requires attention.
  • Critical milestones: business or implementation milestone, critical date(s), milestone date or resolve by date, and the type of business or implementation milestone.
  • Contact details: name of the person requesting management attention with their contact information—phone number, pager, and email address.

Call Oracle Support

After you update your service request, call Oracle Support using your local Global Support Toll Free number (for Oracle Managed Cloud customers telephone the Technical Assistance Center), and follow the appropriate phone prompts.

When you reach a support analyst

  • Speak with them regarding your specific, immediate need and any applicable business impact.
  • Determine if you need an Oracle Support manager to call you back.
    • If you need a callback, explicitly request that a manager call you back and provide your contact information—also be prepared to provide your manager’s contact information.
    • If you do not request a call back, then provide detailed information you would like conveyed to the Oracle Support manager.

Telephone support is the best way to avoid delays in handling and acknowledging your request for management attention to your service request.

What to expect after you request management attention to a service request

The support manager will review the service request and then develop an action plan to address your concerns and this will be recorded in the service request. The plan may include tasks for both you and for us.

If you have requested a callback, the support manager will attempt to contact within an hour. This guideline helps you plan your availability for a callback.

Before you leave the call, make sure you know:

  • Who owns the actions in the plan.
  • What is the communication plan, when the next follow-up will be, or whether the follow-up is necessary.

Benefits of requesting management attention to the service request

We are here to help. Working with us on the creation of an action plan will help us address your needs and provide resources to resolve the issue.

Use your Oracle single sign-on (SSO) to access the My Oracle Support Document ID 199389.1 for complete details on the process and the template you will need to submit your request through My Oracle Support rather than by telephone. A video tutorial and additional details are also include in the document.

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