What services does Technical Support offer?
For customers using the Oracle Service Cloud (OSvC) Support site or contacting Oracle Service Cloud Technical Support
Oracle Service Cloud Technical Support
Powering great experiences by delivering world class service.
Oracle Service Cloud Technical Support delivers world class technical support to all customers who encounter technical issues using our solution. Technical issues occur when a module, portion of a module or specific product functionality is not functioning as expected.
We know our solution is an integral part of your business; therefore, prompt resolution of technical issues is our priority. Reviewing the information below will help us efficiently work with you to reduce the number of technical issues you have and their resolution time when the do arise.
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ORACLE SERVICE CLOUD LIFECYCLE AND TECHNICAL POLICIES
First, review the Oracle Service Cloud Lifecycle. Knowing the policies for new releases, updates, deprecations, end of life and updates will help ensure that your implementation is stable and your data secure at all times.
Then familiarize yourself with Oracle Technical Support Policies as well as specific Oracle Service Cloud Technical Support Assistance and Cloud Operations Practices practices. This will clarify the extent and limitations of technical support. Understanding policies can help prevent technical issues from arising all together.
ORACLE CLOUD SUPPORT PACKAGES
Review the differences between our support packages. Having the support package that best fits your needs is crucial for your success.
Do you plan on customizing your site? Understand what's involved in Customization support and consider whether additional resources might be useful.
SERVICE AND SUPPORT PORTALS
Learn the different functions of the three Oracle portals used to manage your support experience:
1) Go to the Configuration Assistant in the Oracle Cloud Portal to configure key features of your site.
2) Visit the Oracle Service Cloud Support Portal to access technical support through our knowledge base, the OSvC community and our technical support team.
3) Monitor service metrics and outages for your site through the Virtual CIO portal.
KEY SUPPORT CONTACTS
Make sure you have the right people on your team to engage with Technical Support. Identify who on your team will play the roles of IT Contact and Primary Support Contact/Site Administrator. The IT Contact maintains workstations and is responsible for your network infrastructure. The Primary Support Contact/Site Administrator performs administrative tasks such as setting up users, issuing permissions, keeping contact records current, choosing settings and customizing the site are all done via the Oracle Service Cloud Support Portal, while they can monitor historical and current service status and usage related statistics through the Virtual CIO portal and the cloud portal configuration assistant.
Assign appropriate service privileges for all individuals who will engage with OSvC Technical Support through the Contact Management Tool. There are three different privilege options from which to choose: Manage Contacts, Designated Support Contact, and Community Access.
TRAINING RESOURCES AND PRODUCT DOCUMENTATION
Make sure that your designated contacts have access to all the training and resources they need to work implement, administer and/or maintain the Oracle Service Cloud.
SUPPORT SELF-SERVICE OPTIONS
Explore the customer self-service options available to help you troubleshoot issues with the Oracle Service Cloud.
MANAGING YOUR SERVICE REQUESTS
Review how to submit a service request to Technical Support through our Support Site. Understanding what to expect from Technical Support and what information you can provide will contribute to a timely resolution of your technical issues.
Understand how to manage your service requests once they have been submitted. This will prevent unnecessary delays in their resolution. The preferred, most efficient and fastest way is monitoring and updating the service request itself by email.
It is also possible to check on or update your service request by calling our Support Hotline. The hotline numbers are region and/or country specific, so please be sure to check the documentation for the number appropriate for the location of your agent or agents.
PROVIDING FEEDBACK ON YOUR SUPPORT ENGAGEMENTS
Make note of the different ways to share your feedback with Technical Support. Learn how your support experience dashboard allows you to monitor the health of your site through trending data.
Working Effectively with Support for Oracle Service Cloud Customers (PDF | New Video Coming Soon!)