Oracle Cloud Support provides personalized, proactive, and collaborative support to Oracle Cloud Services and MICROS customers. You can benefit from integrated service request (SR) work flows shared with Oracle Support in real time to improve system stability and resolve problems more easily.
This guide provides an overview of Oracle Cloud Support features and concepts. It includes the following topics:
To access Oracle Cloud Support, you must be registered for My Oracle Support. For information about registering, see the following section of the My Oracle Support help:
http://docs.oracle.com/cd/E25290_01/doc.60/e25224/registration.htm#MOSHP101
The following topics provide an overview of what you will find in Oracle Cloud Support.
The Dashboard page provides you with a high-level view of you and your company's service requests (SRs). You can create SRs from the Dashboard page.
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For more information about the Dashboard tab, see the Dashboard help.The Service Requests page enables you to view, manage, and update SRs. You can see summaries of SR status and severity as well as details of individual SRs.
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For more information about the Service Requests page, see the Service Requests help.The Knowledge page enables you to search for documents in Oracle's Knowledge Base.
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For more information about the Knowledge page, see the Knowledge help.The Community page enables you to connect instantly to a vast network of peers, industry experts, and Oracle product specialists. You can participate in discussions, exchange documents, and receive recognition for participating.
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For more information about the Knowledge page, see the Community help.This section shows to how to perform tasks that apply across Oracle Cloud Support.
In the top right section of the Oracle Cloud Support window, you will see your sign in name. Click the arrow next to your name to display the following menu items:
Personalization
Click Personalization to change personal settings. See the following section, "Personalization" for more information.
My Account
Click My Account to view the My Account page on the Settings tab. The My Account page provides information about your SIs and your account profile, including your personal information. The page has an option to request access to and remove Support Identifiers (SIs) from your user account. In addition, site information is displayed for customers that have sites associated with a main location phone number. This includes the View option to see details of the associated SIs.
Administration
The Administration item is displayed to Customer User Administrators (CUAs). It includes several options.See "Customer User Administrators" for more information.
Log Out
Click Logout to log out of Oracle Cloud Support.
Note:
If you change a setting, but you have not yet clicked Apply Changes, you can click Revert to restore the original settings.You can view Oracle Cloud Support in English, Korean, Japanese, and Simplified Chinese. To change Oracle Cloud Support to use one of these languages:
Select Personalization from the Settings tab. The Personalization page appears.
Select a language from the Language list, then click Apply Changes. Oracle Cloud Support refreshes and displays in the selected language.
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Language preferences are saved in cookies. If you clear the cookies in your browser, the language is reset to English.The preferred contact method determines how you will receive updates for SRs including Auto Service Request and technical SRs. Choose one of the following options:
MOS - You will receive updates through the Oracle Cloud Support interface.
E-Mail - You will be notified of updates through e-mail.
Phone
Fax- Updates will be sent by fax.
You can choose to work with service requests in a number of different languages. To change the language for service requests, select a language from the Service Request Language list, then click Apply Changes.
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Changing the service request language does not change the language of the Oracle Cloud Support user interface, but will enable you to communicate with Oracle in your chosen language. Service requests will be routed to an engineer who will assist with your issue in the specified language.You must log severity 1 service requests in English to receive 24 x 7 support.
To specify large fonts, high contrast, or that you are using a screen reader, select Personalization from the Settings tab.
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If you are already using larger fonts in your browser, you will find that the fonts only work for some pages within Oracle Cloud Support.If you use large text or zoom in your browser, select I use large fonts.
If you use high contrast settings on your local work station, select I use high contract settings.
If you use any of the screen reader assistive technologies, select I use a screen reader.
You can run Oracle Cloud Support in multiple browser windows.
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There is a limit of ten open Oracle Cloud Support sessions or tabs in each browser. If you open an eleventh Oracle Cloud Support session or tab, the first Oracle Cloud Support session or tab will time out.Use the right-click menu on articles to open a knowledge article in a new tab, window, or private window. Additionally, when viewing an article, you can right-click links in the article to open those links in a new window. The standard browser right-click menu will be shown in this case.
My Oracle Support offers more features and services than Cloud Support. To switch to My Oracle Support, click Switch to My Oracle Support at the top of any page. To return to Cloud Support, click Switch to Cloud Support at the top of any My Oracle Support page.
After you switch from one portal to another, the application assumes that the current portal is your preferred portal. The next time that you log in, this portal appears by default, unless you specify the other portal on the My Oracle Support sign in page. Clearing your cache will bring you back to the default portal
To specify large fonts, high contrast, or that you are using a screen reader, select Personalization from the Settings tab.
Note:
If you already use larger text from the browser settings, you will find that this works only for certain HTML pages within Oracle Cloud Support.If you use large text or zoom in your browser, select I use large fonts.
If you use high contrast settings on your local work station, you must select I use high contract settings.
If you use any of the assistive technologies you must select I use a screen reader.
Articles are primarily posted in HTML or PDF formats. Software is zipped. For platform specific files, the following formats may be used in Oracle Cloud Support:
Macintosh BINHEX (.hqx)
Macintosh Self-Extracting (.sea)
Windows Archive (.zip)
Windows Executable/Self-Extracting (.exe)
UNIX Archive (.tar)
UNIX Compressed (.Z)
Adobe Portable Document Format (.pdf)
Linked items (.hqx, .zip, and .pdf) typically require additional software to view or use. Follow the links to download the necessary software. Oracle does not provide support for these software titles.
An Acrobat viewer is required to view PDF files.
You can use the following browsers to access My Oracle Support:
Internet Explorer 8, 9, 10, 11 (desktop versions, compatibility mode not supported)
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With the next release of My Oracle Support, Internet Explorer 8 will not be supported.Mozilla Firefox 38 and higher
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With the next release of My Oracle Support, only Firefox 40 and higher will be supported.Chrome 45 and higher
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With the next release of My Oracle Support, only Chrome 46 and higher will be supported.Safari 8 and higher
Mac OS/iPAD iOS 6, 7, 8, 9
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Versions of browsers released after the My Oracle Support release are considered for support for the next release.Web Conferencing brings real-time online collaboration to any e-business, enabling employees, customers, and partners to conduct all types of conferences online in a common, flexible environment.
Using a secure Internet connection, this web-based conferencing application enables Oracle Support Engineers to chat, whiteboard, and share desktop and applications to solve problems in collaboration with customers. Conferencing sessions are arranged through the Oracle Support Engineer working your SR.
To reset your Oracle single sign on password:
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The Oracle single sign on account is used in Oracle applications such as OTN, Oracle University, and so forth.On the Oracle Cloud Support Sign In page, click Forgot User ID/Password?. The Reset Password page appears.
Enter the e-mail address that you use to login to Oracle Cloud Support (your username), then click Reset. You will receive an e-mail at the address you entered with a temporary password and a validation link.
Click the validation link, then enter the temporary password.
On the page that appears, enter your desired password.
To contact Oracle Global Customer Support, phone the number for your country listed in the Oracle Global Customer Support Contacts Directory:
http://www.oracle.com/us/support/contact-068555.html
For information about the customer support phone menu, download the Calling Oracle Support document:
https://support.oracle.com/epmos/main/downloadattachmentprocessor?attachid=1448086.1:SUPPORT_PHONE_MENU&clickstream=no
If you receive an error:
Sign out and sign back in to Oracle Cloud Support.
Try a different browser.
If the problem persists, create a service request or contact Oracle Support. See Contact Oracle Global Customer Support for more information.
If you are a CUA, you can perform CUA tasks from the Administration menu item which you navigate to from the menu available under your user name at the top of the page. You can also access CUA pages from the full My Oracle Support environment accessed from the link Switch to My Oracle Support on the top of the page. The link will take you to the full My Oracle Support dashboard where there is a reciprocal link to return you to the Oracle Cloud Support dashboard. The next time that you log in, the system will open the My Oracle Support environment that you were in when you logged out. You also have the option to choose the environment with a radio button at the My Oracle Support login screen.
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For information about CUA tasks, see "Being a Customer User Administrator", in the My Oracle Support Help:http://www.oracle.com/pls/topic/lookup?ctx=mos_en&id=MOSHP984
Customer User Administrators can access the following pages using the Administration item
Manage Users- view users, grant and revoke access to SI
Pending User Requests - approve or deny requests to access SIs
Support Identifiers - update the name, description, or access for SI
Audit - view user access audit data, for example when a user was approved
For information about CUA tasks, see "Being a Customer User Administrator", in the My Oracle Support Help:
http://www.oracle.com/pls/topic/lookup?ctx=mos_en&id=MOSHP984
The Message Center, the envelope icon located next to your username in the upper right of each My Oracle Support page, alerts CUAs to actions that they should take. There are two types of messages shown in the Oracle Cloud Support Message Center:
Approve Pending User Requests - One or more user requests requires your approval. Click the message link to go to the View Users region on the Settings tab, then review pending requests.
For more information, see "Message Center" in the My Oracle Support Help:
http://www.oracle.com/pls/topic/lookup?ctx=mos_en&id=MOSHP1095
Support Identifiers Expiring Soon - The Message Center includes an item to notify CUAs if any SIs they administer are due to lose entitlement soon because the associated contract will expire.
For more information, see "SI Expiry Notification to CUAs in the My Oracle Support Message Center" in the My Oracle Support Help:
http://www.oracle.com/pls/topic/lookup?ctx=mos_en&id=MOSHP1689