CSDM is your single point of contact for Cloud Service support

CSDM is a dedicated customer-facing service team that will be your single point of contact.

The HSGBU Support Cloud is self-service in the sense that you enter support and change requests yourself, update your requests, and mark them closed. For escalated tickets, your CSDM follows up with the cross-organization teams on:

• Root-cause investigations, incident reports, etc.
• Issue resolutions or planned activities with the Oracle AMS team, product teams, infrastructure team, Oracle Legal, Regulatory and Compliance, Sales, etc.
• Planning and coordinating the timing for application migrations and updates in the Cloud environment
• Training opportunities; for example, support cloud user management training
• Reviewing product documentation and standard procedures with you, such as user setup, MedDRA upgrades, Secure File Transfer Protocol (SFTP) folder creation and SFTP user creation and password reset, notifications, Oracle Access Manager (OAM) functions, and Cloud infrastructure information.