10.1 Contacting Support

If you purchased Oracle Product Support, you can call Oracle Support Services for assistance. Oracle Support Services include phone assistance, version updates, and access to Oracle service offerings. You have access to phone support 24 hours a day, 7 days a week. In the U.S.A., you can call Product Support at 1-800-223-1711.

Make sure you have your CSI (Customer Support Identifier) number ready when you call. Keep the CSI number for your records because it is your key to Oracle Support Services. The Oracle Store sends the CSI number to you in an e-mail alert when it processes your order. If you do not have your CSI number and you are in the U.S.A., you can look up your CSI number by accessing the online Order Tracker, which provides detailed order information. Go to the Oracle Store and click Order Tracker, above the top navigation bar.

For Oracle Support Services locations outside the U.S.A., call your local support center for information on how to access support. To find the local support center in your country, visit the Support Web Center at http://www.oracle.com/support.

The Support Web Center has information about Oracle Support Services, such as these topics:

  • Contact Information

  • Instructions for Accessing Electronic Services

  • Helpful Web Sites

  • Support Resources

  • Oracle Support Portfolio

  • Oracle Support Service News

With Oracle Product Support, you have round-the-clock access to My Oracle Support (formerly Oracle MetaLink), Oracle Support Services premier Web support offering. My Oracle Support offers you access to installation assistance, product documentation, and a technical solution knowledge base.

It has technical forums, where you can post questions about your Oracle products and receive answers from Oracle Technical Support Analysts and other Oracle users. The questions and answers remain posted for the benefit of all users.

My Oracle Support options include:

  • Technical Assistance Request (TAR) access

  • Patch Downloads

  • Bug Database Query Access

  • Product Life-Cycle Information

You can access My Oracle Support at http://metalink.oracle.com.