Oracle Cloud Infrastructure Documentation

Support Request Management

Manage support requests.

You can perform the following support request management tasks:

Creating a Technical Support Request

  1. Open the Help menu (Help menu icon) or click the Support button (Support button), and click Visit the Support Center.
  2. Click Create a Support Request. The Support Options page displays with the Technical Support tab selected.
  3. Enter a title that summarizes the issue in the Issue Summary field. Avoid entering confidential information.
  4. Provide a brief overview of the issue in the Describe Your Issue field.
    • Include all the information that Oracle Support needs to route and respond to your request. For example, "I am unable to connect to my compute instance."
    • Include troubleshooting steps taken and any available test results.
  5. Select one of the following severity levels for this request:
    • Critical Outage (highest severity)
    • Significant Impairment
    • Technical Issue
    • General Guidance (lowest severity)
  6. Select the service for which you are creating the support request from the Select Service menu.
  7. Select a service category from the Service Category menu. The choices in this menu depend on which service you choose in the previous step.
  8. Select a value from the Subcategory menu. The choices in this menu depend on which service category you choose in the previous step.
  9. Click Create Support Request.
After you submit the request, My Oracle Support reviews the request and, if your request is awarded, sends a confirmation email the address provided in the primary contact details. If Oracle requires more information about your request, then a follow-up email is sent to the address provided in the primary contact details.

Creating a Billing Support Request

Create a billing support request to address any issues with invoices, payments, subscriptions, and usage.
  1. Open the Help menu (Help menu icon) or click the Support button (Support button), and click Visit the Support Center.
  2. Click Create a Support Request. The Support Options page displays with the Technical Support tab selected.
  3. Click the Billing Support tab.
  4. Enter a title that summarizes the issue in the Billing Support Request Summary field. Avoid entering confidential information.
  5. Provide a brief overview of the issue in the Describe Your Issue field.
  6. Click Create Support Request.
After you submit the request, My Oracle Support reviews the request and, if your request is awarded, sends a confirmation email the address provided in the primary contact details. If Oracle requires more information about your request, then a follow-up email is sent to the address provided in the primary contact details.

Creating a Service Limit Increase Request

  1. Open the Help menu (Help menu icon) or click the Support button (Support button), and click Visit the Support Center.
  2. Click Create a Support Request. The Support Options page displays with the Technical Support tab selected.
  3. Click the Limit Increase tab.
  4. Select the appropriate category for your request from the Service Category menu.
  5. Select the appropriate resource from the Resource menu.
  6. Optionally, click Additional Request to add other service categories and resources.
  7. Enter a reason for your request in the Reason for Request field. If your request is urgent or unusual, then provide details here.
  8. Click Create Support Request.
After you submit the request, My Oracle Support reviews the request and, if your request is awarded, sends a confirmation email the address provided in the primary contact details. If Oracle requires more information about your request, then a follow-up email is sent to the address provided in the primary contact details.

Creating a Support Request for a Specific Resource

For some services, you can create support requests for individual resources while viewing them in the Oracle Cloud Infrastructure Console. When you create a support request from the resource details page, the request automatically includes relevant details about the resource from the General Information section of the resource details page.
  1. On the resource details page, click the Support button (Support button).
  2. Click Create Support Request to open the Support Request form.
  3. Enter the following:
    • Issue Summary: Enter a title that summarizes your issue. Avoid entering confidential information.
    • Describe Your Issue: Provide a brief overview of your issue.
      • Include all the information that My Oracle Support requires to route and respond to your request. For example, "I am unable to connect to my compute instance."
      • Include troubleshooting steps taken and any available test results.
    • Select the severity level for this request.
  4. Optionally, click Show the information we've gathered to display the resource details included in the support request.
  5. Click Create Request.

Requesting a Root Cause Analysis (RCA)

To request a root cause analysis for an outage, create a support request and include Root Cause Analysis (RCA) Request in the Issue Summary field.

Tip

Use the Oracle Cloud Infrastructure Status page to view the current status of services or to sign up for emails that notify you about outages.

Viewing Support Requests

  1. Open the Help menu (Help menu icon) or click the Support button (Support button), and click Visit the Support Center.
  2. In the Support Requests section:
    • To display a list of all your support requests, click View All Support Requests. You can view technical, billing, or limit requests by clicking the appropriate link in the Support section.
    • To display technical support requests, select Technical.
    • To display billing support requests, select Billing.
    • To display service limit update requests, select Limits.
  3. Click an individual support request to view.

Adding Comments and Attachments to a Support Request

  1. Open the Help menu (Help menu icon) or click the Support button (Support button), and click Visit the Support Center.
  2. Click View All Support Requests in the Support section to list all your support requests. Narrow your search by selecting a support request type, Technical, Billing, or Limits.
  3. Click the name of the support request to which you want to add a comment or an attachment.
  4. In the Ticket Activity section, click Comments to add a comment or Attachments to attach a file.

    Comments

    1. Click the Add Comment button in the Comments section to display the Add Comment dialog.
    2. Type your comment, and then click Add Comment.

    Attachments

    1. Click the Upload File button in the Attachments section to display the Upload File dialog.
    2. You can drag and drop a file or browse for a file to upload. Files cannot exceed 100 MB and cannot be executable.
    3. Click Upload to upload the file.

Deleting Attachments from a Support Request

  1. Open the Help menu (Help menu icon) or click the Support button (Support button), and click Visit the Support Center.
  2. Click View All Support Requests in the Support section to list all your support requests. Focus your search by selecting a support request type, Technical, Billing, or Limits.
  3. Click the vertical ellipsis at the end of the row containing the support request from which you want to delete an attachment.
  4. Click Delete to display the Delete attachment dialog.
  5. Click the Go to My Oracle Support button to leave the Console and complete the delete attachment process.

Closing a Support Request

  1. Open the Help menu (Help menu icon) or click the Support button (Support button), and click Visit the Support Center.
  2. Click View All Support Requests in the Support section to list all your support requests. Narrow your search by selecting a support request type, Technical, Billing, or Limits.
  3. Click the name of the support request you want to close.
  4. Click Close Ticket to display the Close Ticket dialog.
  5. Enter a reason for closing the request and click Close Ticket.

Reopening a Billing Support Request

  1. Open the Help menu (Help menu icon) or click the Support button (Support button), and click Visit the Support Center.
  2. Select Billing in the Support section to list all your billing support requests.
  3. Click the name of the closed billing support request you want to reopen.
  4. Click Reopen Ticket to display the Reopen Ticket dialog.
  5. Enter a reason for reopening the request and click Reopen Ticket.
Note

You can reopen only closed billing support requests. You cannot reopen technical support or limit increase requests after they are closed.