Escalating Your Support Request

How to engage an Oracle Support Manager on Duty (MOD)

If your SR is not attended and you require urgent support, the first escalation path is to call Oracle Global Support and request manager assistance.

1. Access the Support Portal. Verify your contact details have a phone number and verify no actions are required from your side.

2. Call the Oracle Global Support number: Click https://www.oracle.com/corporate/acquisitions/micros/support.html to find your country's phone number.

3. Enter the existing Service Request (SR) number.

4. Choose option 2 "speak with a manager."

5. Provide a business justification (that is, why does your case need priority) and a point of contact.

Note:

If your request is mission critical, ensure you have selected this option.

If you need to escalate a Service Request (SR), follow the appropriate process based on the situation:

For creation of an SR, follow the steps described in Opening a Support Request.

Escalation for Downtime (Urgent Issue)

If your integration with OHIP is completely down or unusable, follow these steps to escalate:

Option 1: Create an SR with Severity 1

1. When logging the SR, set the severity to Severity 1.

2. Provide detailed justification (for example, business impact) and supporting evidence of the issue. Without this, the SR might be downgraded.

3. Include all relevant API call examples to avoid SR troubleshooting and resolution delays.

Option 2: Escalate through Oracle Global Support

If the issue requires immediate attention, escalate the SR by contacting Oracle Global Support:

1. Call Oracle Global Support – Find your country’s phone number by visiting the Oracle Hospitality Support page.

2. Provide the SR number when prompted.

3. Select option 2 to speak with a manager.

4. Request escalation to Severity 1 and explain:

   1. The business impact of the downtime.

   2. A clear justification for prioritization.

   3. A point of contact for follow-ups.

Escalation for SR Not Being Attended

If your SR is not receiving timely attention and needs escalation, follow these steps:

1. Check the Support Portal – Ensure no pending actions are required from your side.

2. Call Oracle Global Support – Find your country’s phone number by visiting the Oracle Hospitality Support page.

3. Provide the SR number when prompted.

4. Select option 2 to speak with a manager.

5. Request escalation and provide:

   1. The reason for escalation (for example, lack of response).

   2. The business impact of the delay.

   3. A point of contact for further updates.