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Oracle Service Cloud Exception Report (SER) Practice
Answer ID 2591   |   Last Review Date 11/05/2019

Service Exception Reports (SERs) provide insight into root causes that result in service outages.

Environment:

Service Exception Reports (SER) for Oracle Service Cloud (OSvC)

This answer applies only to Oracle Service Cloud.  For Oracle Field Service Cloud customers, please see Oracle Field Service Cloud Production Event Notification (PEN).

Resolution:

Root Cause Analysis is a process or procedure used as part of the ITIL Problem Management by Oracle Cloud Operations personnel to:

  • Identify and understand the root cause of problems concerning Oracle Service Cloud
  • Maintain transparency with service subscribers
  • Implement adequate controls and measures to ensure that the problem does not recur


Service Exception Reports (SERs) contain information from root cause analyses performed by Oracle Cloud Operations, on specific service outages. SERs are provided to customers only if a formal request is filed. See below for options on requesting an SER.  SERs are typically provided to affected customers, as soon as the root cause analysis is complete. Oracle Service Cloud Technical Support updates the service request in Oracle Service Cloud, as the case may be. Customers can then download the SERs. Oracle Service Cloud customers can request SERs for issues or outages that have occurred within the last 30 days.

SERs are provided for the following types of outages on Oracle Service Cloud in production environments only:

 Outage Type

 Description

 Unplanned
Outages
  • P0 impact in the Oracle Cloud production environment, lasting more than 15 minutes
  • Any issue that prevents Oracle Cloud Operations personnel from fulfilling customer SLA requirements
  • Third-party system outages, such as load balancer issues, which last more than 15 minutes

Note: This does not include third party products that are outside of Oracle Service Cloud. 

 Performance
 degradation 
  • Short-lived, but recurring or persistent issues
  • Service performance degradation that lasts more than 15 minutes
 Others
  • Maintenance windows that last longer than the projected duration
  • Partial service failure events that last more than 15 minutes


 Note that SERs typically do not apply to the following scenarios:

  • Restart operations requested by the customer
  • Issues with documented fixes on newer versions
  • Outages caused by the customer
  • Application defects or bugs


Information Included in SERs

SERs provided to customers contain the following information:

  • A summary of the problem, including type of outage, affected applications and systems, SR number and time of detection and resolution
  • Nature of the outage (unplanned, performance degradation, or other)
  • Root Cause Analysis (RCA) information
  • Corrective actions taken by Oracle Cloud Operations


Obtaining an SER

Note: Customers can review services and submit SER requests for issues less than 30 days old.

Technical Support agents will automatically request an SER for an issue or outage that meets the criteria outlined above.

Alternatively, a customer can request an SER by updating the appropriate service request on the support site and submitting the update.

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