Search for existing answers to your product and support questions.
Familiarize yourself with our support site and learn best practices in working with our team.
Manage Service Requests, View and update service requests submitted by you and others in your organization.
Submit a new issue to our technical support team.
Oracle B2C Service insights from our Technical Support team subject matter experts
Browse resources to assist you in launching your implementation and ensure a successful go-live.
Access your OCI account.
Find product documentation for supported versions of B2C and documentation libraries for related service solutions.
You will have the tools to improve your customers' experience when you learn about all the things our products can do.
Find links for API documentation, Custom Processes, Customer Portal, and Agent Browser UI Extensibility Framework.
Explore how accelerators are designed to demonstrate how an integration scenario could be built using the public integration and extension capabilities of the Oracle B2C Service.
Prepare for a successful transition by reviewing upcoming release changes and enhancements.
Explore webinars, events, and feature kits to learn about B2C Service features, functionality, and best practices from the technical experts.
Oracle MyLearn offers a portfolio of free and paid subscription-based learning resources to help you gain valuable skills, accelerate cloud adoption, increase productivity, and transform your business.
Empower your team with the skills to implement, configure, manage, and use your applications with Customer Experience Cloud Training.
Our goal is to facilitate a friendly, supportive environment where members can easily collaborate with each other on solutions and best practices.
Ask and answer questions specific to B2C.
This is an exciting resource intended to help with your Oracle Service Cloud Analytics.
Share product improvement ideas and enhancement requests with Oracle Development, while collaborating with other Oracle customers and partners.
Update your phone number, email notification preferences, and severity 1 and severity 2 contact preferences.
View the contact managers within your organization.
Find contact information of the Technical Account Manager (TAM) and Client Success Manager (CSM) for your organization.
Environment:
Contacting Oracle B2C Service Technical Support
Resolution:
The Oracle B2C Service Technical Support Services Guide provides best practices for interacting with our Technical Support team. This guide provides many resources regarding lifecycle policies, self-service options, contact management and managing your organization's service requests. For further information, see the Working Effectively with Support series of documents and videos on the Get Started with Technical Support page.
For our customer's convenience, Oracle B2C Service provides regional Support phone numbers at which to reach the technical support team. Because the security of your sites and data is of the utmost importance, only Designated Support Contacts may contact us by telephone to discuss their organization's SRs. When calling, please have your Service Request reference number ready. If your service request is being actively worked by a specific agent, your call will be routed to that agent's desk phone, or voicemail if the agent is unavailable, rather than the general queue. Unfortunately, at this time, these numbers are only to be used to discuss Service Requests that have already been submitted and cannot be used to create SRs.
Visit Ask Technical Support to create a Service Request. Please note, in order to address your issues most efficiently and escalate to another team if necessary, we require that a separate service request be submitted for each issue.
To escalate a service request, please call the number listed for your region. If the agent who is assigned to your Service Request is not available, select the option to speak to the next available agent. When a Technical Support agent answers, ask to speak to the manager on shift. If the manager is currently unavailable the engineer will pass you to their voicemail, or take a message to have the manager return your call. Please leave a good number to reach you. We will return your call within 30 minutes.
To obtain telephone support, use the following regional phone numbers:
Upon being connected, you will be given the following options. Please choose carefully so that your call can be routed properly.
If you encounter difficulty with any of these numbers, please check with your local telecommunications provider for any special directions for dialing toll-free and international toll-free numbers.
If your company’s needs extend beyond the support levels listed above, please contact your Oracle Sales Account representative to discuss a support package upgrade.