Oracle Cloud Infrastructure Documentation

Submitting a Support Request

If you have issues or need Oracle to enable certain features on Compute Cloud@Customer, open a Support Request.

Sometimes a Support Request is referred to as a Service Request or an SR.

Note

If this is the first time you're creating a Support request, you're prompted to provision your support account. Enter your contact information, then click Create support account. The provisioning requires Oracle to verify your account information. You'll receive email when your account is approved. Then you can complete the Support Request submission.

  1. Sign in to the Oracle Cloud Console. For instructions, see Sign In to the OCI Console.

    You can't submit a Support Request from the Compute Cloud@Customer Console.

  2. Click the Help icon (A picture of the help icon.).

  3. Click Create a Support request.

  4. If you're directed to the Support Chat panel, enter a brief description of your issue.

    Relevant information is displayed. You might be able to resolve the issue at this point.

  5. If you need more help, click Support request.

  6. On the Support Options panel, select the Technical Support tab.

  7. Enter the following information:

    • Issue Summary: Provide a brief summary of the issue.

    • Describe Your Issue: Provide an overview of the issue, including error messages, troubleshooting steps taken, and any available test results.

    • Select one of the following severity levels:

      • Critical Outage (highest severity)
      • Significant Impairment
      • Technical Issue
      • General Guidance (lowest severity)

    • Service Group: Select Hybrid.

    • Service: Select Compute Cloud at Customer.

    • Service Category: Select an option that best suites your issue.

    • Subcategory Select an option that best suites your issue.

    • (Optional) Click Show the other information we've gathered to see information that's associated with your request.

  8. Click Create Support Request.

More Resources

  • Access this My Oracle Support note: Service Request (SR) Creation (Doc ID 2969961.1). The note describes how to submit a Support Request in the Oracle Cloud Console and in My Oracle Support (MOS).

  • Support Request Management describes the OCI Support Request service and includes instructions for creating other types of Support Requests such as billing and service limit increases.