Professional Documents
Culture Documents
Learning Objectives
POLLING
Agenda
Additional Resources
Q&A
Customer User Administrator Each SI must have at least one CUA (multiple CUAs recommended)
(CUA)
During subscription, buyer can dedicate 2 people as Service and System Administrators (who
will be auto-provisioned)
Service Request (SR)
Agenda
Additional Resources
Q&A
Navigate to:
http://support.oracle.com
SRs logged
by you
SRs logged
by other
users
My Account
Settings and
Logout
Switch to My
Oracle
Support
Create new
Service
Request
Copyright 2016 Oracle and/or its affiliates. All rights reserved.
My Account
Contact information
Phone
Time zone
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Learn More:
MOS Essentials CUA: Doc ID 1540337.1
Cloud CUA Video: Doc ID 2072499.1
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Service
Request
Filters
Sortable
Columns
Create new
Service
Request
Switch to My
Oracle
Support hint
17
Search bar
Filters
Search
Results
18
Information
Center
document
19
20
Agenda
Additional Resources
Q&A
21
POLLING
22
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Easy 3-step
process
Proceed to
next step
Select
Problem Type
Carefully
Verify
contact
information
Answer all
mandatory
and optional
questions
Set the
Severity
24
Select
Problem Type
Guided
Solution
25
Provide
additional
details
Upload
screenshots,
log files, etc.
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Business Impact
Technical Impact
Continual Updates
24x7
Co-Owned
Communication Preference
Multiple Updates
24-48 hours
Co-Owned
Communication Preference
Updates 2-3
Business Days
Co-Owned
Updates 3-5
Severity if you
do not havePreference
the resources to work
No BusinessFor
Impact
Communication
Business Days
Co-Owned
1st Response
Update Frequency
Resolution
Time
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Service Request
Header Fields
29
Call Support
- Find the local number to call at
www.oracle.com/support/contact.html
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Agenda
Additional Resources
Q&A
32
Help Documentation
at your fingertips
My Oracle Support
How To Series
Oracle Support
Accreditation learning
Detailed training
videos, documentation.
Latest how-to content,
webcasts, self-paced
replay. Select a feature
or role to get started.
Doc 603505.1
Directly - https://community.oracle.com/community/support/support-blogs
Via the Support Product Index (Document 222.1)
Search for Product Support Blogs in My Oracle Support
How to subscribe to blog postings (short video)
34
Questions
35
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