1. Release Notes
  2. Chat in real time with Oracle Support

6 Chat in real time with Oracle Support

Use Oracle Clinical One Platform chat for an easier way to contact the Oracle Support team.

  1. On the homepage, click Chat & Help.
  2. The following options are made available:
    Option Description
    Urgent Issue? Opens the Oracle Life Sciences Support Cloud portal where you can submit a Service Request (SR).
    Chat with Customer Support Opens a new chat window and adds you to the queue to engage with a support agent in real time.
    Call Technical Support Opens the Life Sciences Support page where you can find out the details about where to call depending on your location.
    Check the Knowledge Base Opens FAQs and other documentation from the Oracle Life Sciences Support Cloud Knowledge Base.

    Tip:

    If you can't find what you need using the Knowledge Base, open the Life Sciences Help Center homepage and browse the application's documentation.
  3. Click Chat with Customer Support then fill in the following fields:
    Field Description
    Name

    This field is populated by default with the name associated with your Oracle Clinical One Platform account.

    Email

    This field is populated by default with the email address associated with your Oracle Clinical One Platform account.

    How can we help?

    Enter the reason why you require real-time assistance from an Oracle Support employee.

    Use a maximum of 150 characters to describe your problem.
  4. Click Submit to begin a live chat session. Or click Cancel to go back to the initial menu.

    After clicking Submit, a new chat window opens. The screen indicates your number in the queue and an estimated time of response.

  5. Once a Support agent is available, type your message in the Type a message field, then click Send.
  6. To attach a file and send it to the Support agent, use the Attach icon (The Attach icon is a gray paperclip.).
  7. To disconnect yourself from the chat and end it, click End Chat in the upper-left corner of the dialog.
  8. Once disconected, click Close in the upper-left corner to close the chat dialog.

Tip:

  • By default, the chat is unmuted. To mute the chat, click Mute in the upper-right corner.
  • To print the conversation you have with a Support agent, click Print.