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.

Create a Service Request in My Oracle Cloud Support

If you are having a technical issue using Autonomous Database on Dedicated Exadata Infrastructure, you can contact Oracle Support by creating a service request in My Oracle Cloud Support.

If you are an Oracle Commercial Cloud customer, and you need the ability to request support for a tenancy that your cloud administrator created after November 8th, 2024, then you need to sign into My Oracle Cloud Support using Sign in with your commercial cloud account, and enter the new tenancy credentials. If you are unsure about your tenancy credentials, please contact your cloud administrator.

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.

If you are an Oracle Commercial Cloud customer and you know your cloud account login information:

  1. Go to support.oracle.com.

  2. Enter your email address and click Next.

    • If you see a message that your email address is not recognized, follow the instructions outlined in Register to My Oracle Cloud Support as a New User.

    • If your email is registered with Oracle Support, you’ll be directed to sign in to the applicable support portal for your products and services. Continue with step 3.

  3. Click Sign in with your commercial cloud account.

  4. Enter your OCI credentials (Tenancy, domain if applicable, username, and password).

    If this is your first time signing in to My Oracle Cloud Support, you will be prompted to associate your cloud account to My Oracle Cloud Support by verifying your email.

  5. Accept the Terms of Use.

  6. Complete your personal Info.

    • For Security Pin, enter a 6 digit number not starting with a 0. When you call Oracle support line, you will be asked to provide this pin.

    • If this is the first time you are filling the personal Info, you may have to verify your Mobile Phone using a one-time password sent to your mobile number.

  7. Click Save an you will be routed to the My Oracle Cloud Support portal.

  8. To create a new service request, click Create Service Request.

  9. Provide the details prompted on the Create a new service request page, clicking Next, as needed.

  10. When you see Proceed with the next step to submit the SR., click Next.

If you are an Oracle Cloud customer and you do not have cloud account login information OR you have a non-commercial cloud account (government realm or dedicated realm):

  1. Go to support.oracle.com.

  2. Enter your Oracle account username and password.

  3. If this your first time signing in to My Oracle Cloud Support, you will be prompted to accept the Terms of use, and complete your personal profile. Refer to Register to My Oracle Cloud Support as a New User for more details.

  4. Once you get access to My Oracle Cloud Support, sign in to support.oracle.com.

  5. You are routed to the My Oracle Cloud Support portal.

  6. To create a new service request, click Create Service Request.

  7. Provide the details prompted on the Create a new service request page, clicking Next, as needed.

  8. When you see Proceed with the next step to submit the SR., click Next.

Note

If you are the first user logging in using a specific Subscription ID and Account name, you will be prompted to accept the Administrator role.

Register to My Oracle Cloud Support as a New User

If you are an Oracle Commercial Cloud customer:

  1. Go to support.oracle.com.

  2. Enter your email address and click Next.

  3. Click Sign in with your commercial cloud account.

  4. Enter your Tenancy, then click Continue.

    If you do not know your tenancy information, please contact your cloud administrator.

  5. Choose an Identity domain if applicable, then click Next.

  6. Enter your cloud account user name and password.

  7. Associate your cloud account to My Oracle Cloud Support by verifying your email.

  8. Accept Terms of Use.

  9. Complete your personal Info.

    • For Security Pin, enter a 6 digit number not starting with a 0. When you call Oracle support line, you will be asked to provide this pin.

    • If this is the first time you are filling the personal Info, you may have to verify your Mobile Phone using a one-time password sent to your mobile number.

  10. You will be directed to the My Oracle Cloud Support profile page as an approved user.

If you are an Oracle Cloud customer and you do not have cloud account login information OR you have a non-commercial cloud account (government realm or dedicated realm):

  1. Click Create an Oracle Account.

  2. In Create Your Oracle Account, provide the required information and click Create Account.

  3. You will receive a verification email to enable your new account. Once your email has been verified, you will be prompted to log in with your newly created Oracle account username and password.

  4. Enter subscription ID and Account or Company name to complete identity verification.

    Contact your Cloud administrator for the subscription ID and Account name.

  5. Complete your personal Info.

    • For Security Pin, enter a 6 digit number not starting with a 0. When you call Oracle support line, you will be asked to provide this pin.

    • If this is the first time you are filling the personal Info, you may have to verify your Mobile Phone using a one-time password sent to your mobile number.

  6. You will be directed to the My Oracle Cloud Support profile page as a pending user. If approval is not granted within a reasonable amount of time, contact your administrator. Once you are approved, you will have access to My Oracle Cloud Support.

Note

The first user logging in using a Subscription ID and Account name will be prompted to accept the Admin or CUA role.

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.