3.4. Providing Feedback and Reporting Problems

This section provides information about how to provide feedback and contact support for the Oracle Secure Global Desktop product.

To report a bug in the software or to ask a question, please contact the Secure Global Desktop Software Team and Community Forum. Posting on the Secure Global Desktop Software Team and Community Forum does not guarantee a response. If you need a fix for a bug, and have an Oracle Premier Support Agreement, you should open a case with Oracle Support at https://support.oracle.com.

If you are reporting a bug, please provide the following information where applicable:

3.4.1. Contacting Oracle Specialist Support

If you have an Oracle Customer Support Identifier (CSI), first try to resolve your issue by using My Oracle Support at https://support.oracle.com. Your Oracle Premier Support CSI does not cover customization support, third-party software support, or third-party hardware support.

If you cannot resolve your issue, open a case with the Oracle specialist support team for technical assistance on break/fix production issues. The responding support engineer will need the following information to get started:

  • Your Oracle Customer Support Identifier.

  • The product you are calling about.

  • A brief description of the problem you would like assistance with.

If your CSI is unknown, find the correct Service Center for your country (http://www.oracle.com/us/support/contact-068555.html), then contact Oracle Services to open a non-technical service request (SR) to get your CSI sorted. Once you have your CSI, you can proceed to open your case through My Oracle Support.