About renewals and expansion orders

  • Renewal orders for Oracle Marketing with no additional changes are processed automatically. You do not need to take action in the Oracle Cloud portal, unless you have purchased additional items. For instructions about how to complete updates, see Updating subscriptions.
    • Upgrades: If your organization purchased additional items at renewal time, then the primary administrator will receive an update email from Oracle Cloud and must log in to the Oracle Cloud portal to update the subscription. For instructions about how to complete an update, see Updating subscriptions.
    • Downgrades: If your organization decides not to renew some items at renewal time, see the instructions in the Updating subscriptions section. If the change order is to remove add-on product features from a service environment, the primary administrator must log in to the Oracle Cloud portal and update the service environment(s) to remove the resources. If you are not renewing one or more service environments, please contact your sales representative, account manager, or Customer Success Manager or further assistance.

      IMPORTANT: Remove any add-on product features before your order is submitted. This ensures that your subscription matches what is submitted in the ordering system. If you do not complete the downgrade steps in the Oracle Cloud portal before your order is submitted, you may receive a service suspension email from Cloud Portal. This email has a subject line that states, "Your service is suspended due to exceeding resource quota". Please contact your sales representative, account manager, or Customer Success Manager as soon as possible for assistance. Although this does not affect your ability to use your Responsys account(s), it does affect your ability to perform tasks in Cloud Portal, such as updating your services with newly purchased add-ons. For more details, see the Troubleshooting FAQ issue about what to do if you receive the suspended service email.

  • Expansion orders are for increasing message volume for Oracle Marketing accounts. Expansion orders are also processed automatically. You do not need to take action in the Oracle Cloud portal.