Customer Support
This section covers the support model, escalation flow, and SR expectations for Dedicated Region customers.
Oracle manages Dedicated Region support by using OCI support processes. Customers submit SRs through My Oracle Support, receive help through OCI support teams, and escalate to OCI service teams when deeper engineering support is required.
| Support Capability | What It Provides |
|---|---|
| Customer Support Portal | 24x7 access to submit SRs, monitor status, upload supporting files, search the knowledge base, and access support resources. |
| Live phone support | 24x7x365 phone access for logging and progressing SRs. |
| Support tiers | Tier 1 and Tier 2 support process SRs. Tier 3 OCI service engineers resolve deeper service issues. |
| Change management help | Oracle support assists customers during change management activities and planned operational events. |
| Standard support | Dedicated Region support follows public cloud support practices at no additional cost for Dedicated Region customers. |
Support Severity Levels
Use the following severity levels when you plan support processes.
| Severity | Typical Condition | Response Objective |
|---|---|---|
| Severity 1: Critical outage | Data corruption, unavailable critical function, indefinite service stop, repeated service failure, or security incident with potential confidentiality, integrity, or availability effect. | Respond within 15 minutes and work with the customer until the issue is resolved. |
| Severity 2: Significant impairment | Important features are unavailable with no acceptable workaround, but operations can continue in a restricted fashion. | Best effort, prioritized above Severity 3 and Severity 4. |
| Severity 3: Technical issue | Minor service loss or inconvenience that might require a workaround. | Best effort, prioritized above Severity 4. |
| Severity 4: General guidance | Information, enhancement, or documentation clarification request with no operational effect. | Best effort. |
Define who can open SRs, who approves severity escalations, what data can be uploaded to support, and how SR status is synchronized with internal incident management tools.