Oracle Cloud Infrastructure Documentation

Get Help and Contact Oracle Support

When using Autonomous Database on Dedicated Exadata Infrastructure, there will be times when you need to get help from the community or to talk to someone in Oracle support.

In such a situation, you can submit a question to Cloud Customer Connect at cloudcustomerconnect.oracle.com, or you can create a service request to engage the Oracle Support team.

Set Up Access to My Oracle Support

To create service requests with My Oracle Support, you must first perform these one-time activities:

  • Get (or have) an Oracle account, sometimes called an oracle.com or Oracle SSO account. This account, different from your Cloud account, gives you access to a variety of services on the Oracle website, like making purchases through Oracle Store and logging service requests in My Oracle Support.

    If you don't already have an Oracle account, see Get an Oracle Account for instructions.

  • Use your Oracle account to register your tenancy's Customer Support Identifier (CSI) in My Oracle Support.

    See Register Your CSI Number in My Oracle Support for instructions.

  • Link your Oracle account to your Cloud account in Oracle Cloud.

    See Link Your Oracle Account to Your Cloud Account for instructions.

Get an Oracle Account

  1. Go to the Oracle website at www.oracle.com.

  2. Click the View Accounts icon View Accounts icon. Then, under Oracle Account, click Create an Account.

    The Create Your Oracle Account page is displayed.

  3. Enter your email address and other details in the appropriate fields. Be sure to complete all the required fields.

  4. Click Create Account.

    After your account is created, you'll receive a confirmation email at the email address that you provided.

  5. Follow the instructions in the email to verify your email address.

Register Your CSI Number in My Oracle Support

  1. Get the CSI (Customer Support Identifier) number for your tenancy:

    1. Sign in to your Oracle Cloud account at cloud.oracle.com.

    2. Click the Profile icon profile icon in the top corner to open the Profile menu. Then, click the link for your tenancy.

      A page showing information about your tenancy is displayed.

    3. In the Tenancy Information tab, locate the CSI Number field and note down your tenancy's CSI number.

  2. Go to the My Oracle Support website at support.oracle.com and sign in with your Oracle Account.

  3. If prompted, accept the My Oracle Support terms of use.

  4. From the logged-in user menu, click My Account.

  5. In the Support Identifiers section, click Request Access. The Support Identifiers section displays the accounts that your user name is currently associated with.

  6. Enter your CSI number, an optional note to approver, and then click Request Access.

  7. Enter your company name that owns the CSI number and click Validate.

  8. Click Next and enter your contact details.

  9. Accept the terms and conditions and click Next.

The status of your request is pending until you receive approval from the Customer User Administrator (CUA) for your tenancy's CSI.

Link Your Oracle Account to Your Cloud Account

  1. Sign in to your Oracle Cloud account at cloud.oracle.com.

  2. Click the Menu icon icon in the top corner to open the navigation menu. Under Governance and Administration, go to Identity and click Users.

    A list of the users in your tenancy is displayed.

  3. Find and click your user name.

    Your user details are displayed.

  4. Click Link Support Account.

    The Oracle account sign in page prompts you to enter your Oracle credentials.

  5. Enter the user name and password of the Oracle account that you used to register your CSI number in My Oracle Support, and then click Sign in.

    Your Cloud account is linked to the Oracle account. The e-mail address associated with the Oracle account is displayed in the user details in the field My Oracle Support account.

Create a Service Request in My Oracle Support

If you are having a technical issue using Autonomous Database on dedicated infrastructure, you can contact Oracle Support by creating a service request in My Oracle Support.

Tip:

Before following these steps, sign in to your Oracle Cloud account at cloud.oracle.com in a separate browser tab or window so that you can quickly and easily get any information you need to complete your service request.

  1. Go to the My Oracle Support website at support.oracle.com and sign in with your Oracle account.

  2. If you see "MY ORACLE SUPPORT" next to the Oracle logo at the top of the page, click Switch to Cloud Support located next to the last login details.

    Note

    If you do not see the Switch to Cloud Support link, follow the instructions in Set Up Access to My Oracle Support to perform the necessary one-time activities to access My Oracle Support.

  3. Click Service Requests and then, after the page refreshes, click Create Technical SR.

    The Create Technical Service Request wizard is displayed.

  4. For Service Type, select Autonomous Database Dedicated.

    The Service Name and Problem Type fields are displayed after Service Type.

  5. For Service Name, select the value corresponding to your tenancy's CSI.

  6. For Problem Type, locate and select the problem type that most fits your issue. For example, you might select Database Administration > General DB Admin Issues.

    A list of information you need to provide for the problem type you selected appears after the Description field.

  7. For Problem Summary, enter a brief statement (up to 100 characters) describing your issue.

  8. For Description, enter a description (up to 2000 characters) of what went wrong, what you were doing that led up to it, and what you expected to happen.

  9. Complete the list of required information that follows the Description field.

    In addition to information about when you ran into your problem, you are often asked to provide the name and OCID (Oracle Cloud Identifier) of your tenancy and the cloud resource or resources you are having a problem with.

    To get information about your tenancy, sign into your Oracle Cloud account, click the Profile icon profile icon in the top corner to open the Profile menu, and then click the link for your tenancy to display a page that shows your tenancy's name, OCID and other information.

    To get similar information for a cloud resource (like an Autonomous Database), go to the details page for that resource.

  10. Check that your contact information is correct, and then click Next to go to the Additional Details step.

  11. At the Additional Details step, provide additional information about your issue, if requested, and upload any attachments that will make troubleshooting your issue easier. Then, click Next to go to the Confirmation step.

  12. At the Confirmation step, check the information you have provided. If you need to change anything, click Back to go back and change information. When you are satisfied, click Submit.

    The Create Technical Service Request wizard closes and your newly created service request is displayed in the list of your Technical SRs.

Create a Support Ticket from Oracle Cloud Infrastructure console

You can also create a support ticket from the Oracle Cloud Infrastructure console.

The first time you open a support ticket, you're automatically taken through a series of steps to provision your support account. If you want to make changes or if you run into problems, see Configuring Your Oracle Support Account.

To create a support request from the Oracle Cloud Infrastructure Console:

  1. On the Oracle Cloud Infrastructure open the Help menu (help menu) and under Request Help, click Create Support Request.

  2. 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 support needs to route and respond to your request.

        See Obtain Tenancy Details for details on obtaining Autonomous Database information.

      • Include troubleshooting steps taken and any available test results.
    • Select the severity level for this request.
  3. Click Create Support Request.