How to Raise a Service Request (SR)

The Oracle Construction and Engineering Support Portal allows you to easily raise Service Requests (SRs) with our Support team.

To raise a Service Request:

Click Ask A Question in the Construction and Engineering Support Portal.
On the Contact Form, enter the following details for your service request:
1. Product: Select the product for your inquiry.
2. Service Type: Select the option that best describes your request.
3. Severity: Select the level that represents the business or technical impact of your request. For more information, see "Choosing a Severity Level" below.
4. Subject and Description: Enter details for your request. The more information you provide, the quicker we can respond to your inquiry.
5. Contact Information: Enter details for all required fields and include the email addresses of any additional contacts.
Click Submit Request.

Choosing a Severity Level

When raising a Service Request (SR) it's important to select the Severity level that best represents the urgency of your request based on the business and technical impacts described in this table.

Severity Level	Business & Technical Impact / Description
1 - Critical Loss of Service	Critical – Critical Business Impact Your use of the Oracle Cloud Application is stopped or so severely impacted that you can't reasonably continue work. You experience a complete loss of service. The impacted operation is mission critical to the business and the situation is an emergency. A Severity 1 Service Request has one or more of the following characteristics: Data corrupted A critical documented function is not available Service hangs indefinitely, causing unacceptable or indefinite delays for resources or response Service crashes, and crashes repeatedly after restart attempts
2 - Severe Loss of Service	High - Serious Business Impact Important features of the Oracle Cloud Application are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
3 - Minor Loss of Service	Medium - Minor Business Impact The impact is an inconvenience, which may require a workaround to restore functionality.
4 - No Loss of Service	Low - No Business Impact You request information, enhancement, or documentation regarding the Oracle Cloud Application, but there is no impact on the operation of such service. You experience no loss of service.

Severity Level details and more are described in the Oracle Cloud Hosting and Delivery Policies.

What happens next?

You'll receive an email confirming that we've received your request. This email will include your SR Number which can be used for your reference. You can reply to this email if you would like to provide an update on your SR.
A member of our Support team will review your SR and respond to your inquiry as soon as possible. If you'd like to speak to our Support team, please call us and quote your SR reference number. See the Support page for phone numbers.
If you'd like to keep track of; or update your SR on the Support Portal, you may log-in or register as a new user. See How to Log In or Register on the Support Portal.

Last Published Wednesday, March 6, 2024