Getting Help and Contacting Support

When using Oracle Cloud Infrastructure, sometimes you need to get help from the community or to talk to someone in Oracle support. This topic provides more information about accessing these tools.

Tip

Console announcements appear at the top of the Console to communicate timely, important information about service status. For more information, see Console Announcements.

1. Use a search engine

For common issues, someone else has likely asked this question in the past. You can use scoped search to look for answers in our documentation and our forum platforms – Cloud Customer Connect and Stack Overflow. To perform a scoped search, go to your favorite search engine and specify the site URLs along with your specific search terms, as follows:

<Your Search Terms> (site:docs.cloud.oracle.com/iaas OR site:cloudcustomerconnect.oracle.com OR site:stackoverflow.com)

2. Use Live Chat in the Console

Use Live Chat in the Console to get immediate help with common issues. To start a live online chat with an Oracle Support or Sales representative, at the top of the Console, click the Live Chat button (Live Chat button). A chat window opens that connects you to Oracle Support.

3. Post a question to our forums

If you can't find an answer to your question through search, submit a new question to one of the forums we support. This option is available to all customers.

Cloud Customer Connect

For any issue related to Oracle Cloud Infrastructure, including provisioning of new resources, Console issues, identity, networking, documentation, storage, database, Edge services, or other solutions, you can post a question to Cloud Customer Connect at:

https://cloudcustomerconnect.oracle.com/resources/9c8fa8f96f/summary

If you are using only Always Free resources or using a Free Tier account, use Cloud Customer Connect for support queries.

Stack Overflow

If you are creating an application that integrates with Oracle Cloud Infrastructure APIs, endpoints, or services, you can also use Stack Overflow forums for development-related questions. Tag your questions with oracle-cloud-infrastructure, as follows:

https://stackoverflow.com/questions/tagged/oracle-cloud-infrastructure

4. Open a support service request

This option is only available to paid accounts.

The first time you open a support request, you're automatically taken through a series of steps to provision your support account. If you want to make changes or if you run into problems, see Configuring Your Oracle Support Account.

Note

Customers using only Always Free resources and customers using Free Tier accounts are not eligible for Oracle Support. You must upgrade to a paid account to access Oracle Support. If you need support, post a question to Cloud Customer Connect.

If the preceding options did not resolve your issue and you need to talk to someone, you can create a support request. In addition to support for technical issues, you can open support requests if you need to:

  • Reset the password or unlock the account for the tenancy administrator
  • Add or change a tenancy administrator
  • Ask a question about billing and payments
  • Request a service limit increase
  • Request a root cause analysis (RCA)

Creating a Service Request Using the Console

To create a support ticket
  1. Open the Help menu (Help menu icon), go to Support, and click Create support request.

  2. Enter the following:

    • Issue Summary: Enter a title that summarizes your issue. Avoid entering confidential information.
    • Describe Your Issue: Provide a brief overview of your issue.
      • Include all the information that support needs to route and respond to your request. For example, "I am unable to connect to my Compute instance."
      • Include troubleshooting steps taken and any available test results.
    • Select the severity level for this request.
  3. Click Create Request.
To request a root cause analysis (RCA)

To request a root cause analysis for an outage, create a support request and include Root Cause Analysis (RCA) Request in the Issue Summary field.

Tip

Use the Oracle Cloud Infrastructure Status page to view the current status of services or to sign up for emails that notify you about outages.
To request a service limit increase
  1. Open the Help menu (Help menu icon), go to Support and click Request service limit increase.

  2. Enter the following:

    • Primary Contact Details: Enter the name and email address of the person making the request. Enter one email address only. A confirmation will be sent to this address.
    • Service Category: Select the appropriate category for your request.
    • Resource: Select the appropriate resource.

      Depending on your selection for resource, additional fields might display for more specific information.

    • Reason for Request: Enter a reason for your request. If your request is urgent or unusual, please provide details here.
  3. Click Create Request.

After you submit the request, it is processed. A response can take anywhere from a few minutes to a few days. If your request is granted, a confirmation email is sent to the address provided in the primary contact details.

If we need additional information about your request, a follow-up email is sent to the address provided in the primary contact details.

To view support tickets
  • Open the Help menu (Help menu icon), go to Support and click View support requests.

To add a comment to a support ticket
  1. Open the Help menu (Help menu icon), go to Support and click View support requests.

    A list of technical support requests appears.

  2. Click the name of the support request on which you want to comment.
  3. Under Comments, click Add Comment.

    The Add Comment dialog appears.

  4. Type your comment, and then click Add Comment.
To close a support ticket
  1. Open the Help menu (Help menu icon), go to Support and click View support requests.

    A list of technical support requests appears.

  2. Click the name of the support request you want to close.
  3. Click Close Request.

    The Request to close dialog appears.

  4. Enter the reason for closing the ticket, and then click Close Request.

Locating Oracle Cloud Infrastructure IDs

Use the following tips to help you locate identifiers you might be asked to provide.

Finding Your Customer Support Identifier (CSI)

The Customer Support Identifier (CSI) number is generated after you purchase Oracle Cloud services. This number can be found in several places, including in your contract document and also on your tenancy details page. You’ll need the CSI number to register and log support requests in My Oracle Support (MOS).

To find your CSI number:

  1. Open the Profile menu (User menu icon) and click Tenancy: <your_tenancy_name>.

  2. The CSI number is shown under Tenancy Information.

    Tenancy Details page showing CSI number

Finding Your Tenancy OCID (Oracle Cloud Identifier)

Get the tenancy OCID from the Oracle Cloud Infrastructure Console on the Tenancy Details page:

  1. Open the Profile menu (User menu icon) and click Tenancy: <your_tenancy_name>.

  2. The tenancy OCID is shown under Tenancy Information. Click Copy to copy it to your clipboard.

    Tenancy Details page showing the location of the tenancy OCID

Finding the OCID of a Compartment

The OCID (Oracle Cloud Identifier) of a resource is displayed when you view the resource in the Console, on the resource details page.

For example, to get the OCID for a Compute instance:

  1. Open the navigation menu and click Identity & Security. Under Identity, click Compartments.

    A list of the compartments in your tenancy is displayed.

    A shortened version of the OCID is displayed next to each compartment.

    Console page showing the OCID of a compartment

  2. Click the shortened OCID string to view the entire value in a pop-up. Click Copy to copy the OCID to your clipboard. You can then paste it into the service request form field.
Finding the OCID of a Resource

The OCID (Oracle Cloud Identifier) of a resource is displayed when you view the resource in the Console, both in the list view and on the details page.

For example, to get the OCID for a compute instance:

  1. Open the Console.
  2. Select the Compartment to which the instance belongs from the list on the left side of the page.

    Note that you must have appropriate permissions in a compartment to view resources.

  3. Open the navigation menu and click Compute. Under Compute, click Instances. A list of instances in the selected compartment is displayed.
  4. Click the instance that you're interested in.

    A shortened version of the OCID is displayed on the instance details page.

  5. Click Copy to copy the OCID to your clipboard. You can then paste it into the service request form field.
Finding Your opc-request-id in the Console

To locate the opc-request-id value when you are using the Oracle Cloud Infrastructure Console, you must first access the developer tools in the browser in which you are running the Console. Depending on your browser, this is called either Developer Tools or Web Console and can be opened by clicking F12. In Safari on a Mac, it's called the Web Inspector.

  1. Open your browser's developer tools by clicking F12 (in Safari on Mac, click Option + Cmd + i).
  2. Select the Network tab, then filter on XHR.

    Note

    Different browsers present filtering options in different ways. Firefox present an XHR filtering button on the Network tab UI. Internet Explorer and Edge provide a filter icon with the label Content type, which you click to expose an XHR filter.
  3. Select results that return a 500 error to view the request details.
  4. In the request details pane, click the Headers tab.
  5. Locate and copy both the opc-request-id and date values and include them in your support ticket.