1. Release Notes for Release 2.4.4.2
  2. Feedback and Support

7 Feedback and Support

This chapter contains information about how to provide feedback and contact support for the Oracle Private Cloud Appliance (PCA) product.

If you cannot find an answer to your question by using information available on My Oracle Support, you can open a service request for help from Oracle Support Services.

Oracle Auto Service Request

If Oracle Auto Service Request (ASR) is enabled on the Private Cloud Appliance, a service request will be created and sent to Oracle Support automatically for some failures. For details, see "Oracle Auto Service Request (ASR)" in Servicing Oracle Private Cloud Appliance Components in the Oracle Private Cloud Appliance Administration Guide for Release 2.4.4.

Important:

ASR must be installed by an authorized Oracle Field Engineer. Request installation of ASR at the time of system install. Installation at a later date incurs a Time and Materials charge.

Reporting Problems

If the issue is not automatically reported by ASR, open a service request at My Oracle Support to request assistance from Oracle Support. You need an Oracle Premier Support Agreement and your Oracle Customer Support Identifier (CSI).

If you do not know your CSI, find the correct Service Center for your country (https://www.oracle.com/support/contact.html), then contact Oracle Services to open a non-technical service request (SR) to get your CSI.

Your Oracle Premier Support CSI does not cover customization support, third-party software support, or third-party hardware support.

When you open a service request, provide the following information where applicable:

  • Description of the problem, including the situation where the problem occurs, and its impact on your operation.

  • Machine type, operating system release, browser type and version, locale and product release, patches that you have applied, and other software that might be affecting the problem.

  • Details of steps that you have taken to reproduce the problem.

  • Applicable logs and other support data.

Much of this information can be provided by creating a support bundle and attaching it to the service request as described in "Data Collection for Service and Support" in Monitoring and Managing Oracle Private Cloud Appliance in the Oracle Private Cloud Appliance Administration Guide for Release 2.4.4.