Engaging Customer Support for Oracle US Government Cloud or Oracle US Defense Cloud
Contact Support as a Oracle US Government Cloud or Oracle US Defense Cloud user.
US Government Cloud and US Defense Cloudboth provide a highly secure, enterprise-scale cloud, isolated from the commercial cloud. US Government Cloud and US Defense Cloud support regulatory compliant, mission-critical public sector workloads, and includes FedRAMP High Joint Authorization Board authorization and DISA Impact Level 5 authorization. This authorization provides compliant, highly secure, and resilient infrastructure and solutions for United States federal, state, and local government, and government-affiliated entities.
OCI services in the commercial cloud, the US Government Cloud, and the US Defense Cloud have the same functionality, however with some notable differences between both the clouds, including the process you use for engaging OCI support. This topic describes how to contact support for US Government Cloud and US Defense Cloud users.
Contacting Support
US Government Cloud and US Defense Cloud users can't create support requests directly from the Console, unlike commercial cloud customers. Instead, you need to open a support request from the Support Portal, https://support.oracle.com. If at any time you can't create a support request from the Support Portal, you can call Oracle Support directly at 800-223-1711. The support agent can open a ticket on your behalf.
You can call the support hotline and talk to a support representative for US Government Cloud issues. However, refrain from disclosing confidential information when discussing the ticket with the support representative. This also includes talking to duty managers, available on a 24x7 schedule, for issues that require immediate escalation.
Request a MOS Account
You need to have a MOS account to open a support request. If you don't have an existing MOS account, use the following steps to create a MOS account.
Navigate to http://support.oracle.com.
Click Register as a new user.
Complete the form, ensuring that you use your government or company email address.
Click Create Account.
Oracle support manually reviews account requests, so it can take a few days for the account to be created.
Create a Service Request
Use the following steps to create a service request.
Creating a service request is a multi-step process. When you provide as much detail as possible, it helps the engineers who work on the request to troubleshoot faster. However, you need to ensure that you don't enter any sensitive information as defined by any compliance standards you're required to maintain.
Navigate to http://support.oracle.com, click Login to My Oracle Support, and sign in with your MOS account.
Click Switch to Cloud Support on the top right part of the screen, as shown in the following screenshot.
This opens the Cloud Support home page, as shown in the following screenshot.
Click My Account to view all the accounts associated to you. All the support identifiers are then displayed, as shown the following screen shot.
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Click Request Access... to request access to the CSI (customer support identifier).
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On the Request Access to Support Identifier tab, as shown in the following screen shot:
Enter the support identifier and click Request Access.
On the Service Requests tab, click Create Technical SR, as shown in the following screen shot.
Note
For issues related to billing, MoS, licensing, and account termination, click Create non-Technical SR instead.In the Create Technical Service Request form, fill out the following details:
Service Type: The relevant service with the issue.
Issue Type: Specify the issue type, such as critical outage, significantly impaired, or other applicable type.
Service Name: Select the applicable OCI cloud account from the list of accounts that you administer.
Select a Problem Type: Select the issue category for service, as shown in the following screen shot.
Problem Summary: Type a brief summary of the issue.
Business Impact: Select the applicable business impact, based on the issue severity from the available options, as shown in the following screen shot.
System Lifecycle: Select the appropriate option, for example production or non-production.
- Description: Type a detailed description of the issue.Important
Avoid entering sensitive information.
The severity for the support request is automatically selected based on the options you specified.
Click Next.
On the Additional Details page, click either How to / Setup questions or I have an issue.
- How to / Setup questions: This option takes you through video guided tutorial to help you resolve issue. If the tutorial isn't applicable or doesn't resolve the issue, click the back button in the browser and click I have an issue.
- I have an issue: This option prompts you with more questions. Provide answers to all the applicable questions, such as Console URL, region, tenancy OCID, compartment OCID, instance OCID, volume OCID, etc.
Click Continue, and then click Next.
Review the details for the support request, and then click Submit.
After you click Submit, the browser navigation returns to the main page with the list of all the service requests. Click the support request you created to review the details, make any updates, or add attachments.
The support engineer who picks up the ticket for the support request might then open an internal ticket. This ticket is only handled internally by cleared US persons. In the case where a ticket requires escalation to a service team for further troubleshooting, the assigned engineer redacts any confidential or sensitive info, so that the ticket only includes data required to troubleshoot the issue.
If an SLA breach occurs without a response from a support team for a prolonged time, you can engage your account representative. However, you still need to create support request as part of this process, so ensure that you do this first.
More Resources
For more information, see the following topics: