1. EAGLE FTP Table Base Retrieval Security Guide
  2. Introduction
  3. Emergency Response

Emergency Response

During a critical service situation, Oracle provides emergency response services such as immediate coverage, automatic escalation, and other features to ensure that the critical service situation gets resolved as quickly as possible. You can contact Customer Access Support (CAS) at 1-800-223-1711 (toll-free in the US) or by calling the Oracle Support hotline for your local country from the following list http://www.oracle.com/us/support/contact/index.html

A critical situation is a problem with the installed equipment that severely affects service, traffic, or maintenance capabilities requiring immediate corrective action. A critical situation can affect the service or system operations in the following ways:

  • A total system failure that results in loss of all transaction processing capability
  • Significant reduction in system capacity or traffic handling capability
  • Loss of the system’s ability to perform automatic system reconfiguration
  • Inability to restart a processor or the system
  • Corruption of system databases that require service-affecting corrective actions
  • Loss of access for maintenance or recovery operations
  • Loss of system ability to provide any required critical or major trouble notification

Any other problem severely affecting service, capacity/traffic, billing, and maintenance capabilities may be defined as critical by prior discussion and agreement with Oracle.