What Support Packages are available?
Oracle Service Cloud Support Packages
All Oracle SaaS subscriptions include platinum-level services for smooth implementation and operational support. Services include 24 x 7 service request assistance, access to the Oracle Service Cloud Support Site, My Oracle Support Site, Oracle Cloud Customer Portal, telephone and chat assistance, community forums, and non-technical customer assistance. Free on-demand training is also available through Oracle Launch Pad.
Additional Support Options
Customers have the option of purchasing Priority Cloud Support which includes the assignment of a Technical Account Manager. With personalized knowledge of your technical and product environment, they serve as a single point of contact and provide expert guidance to ensure timely and accurate escalation of production-critical service requests.
Because customization changes that either you or one of your partner's created are not supported by the Technical Support teams as part of either of these Packages. Supplementary Customization Support can be purchased through Oracle Consulting Services.
- Oracle Cloud Support Policy (Section 5 of Oracle Cloud Hosting and Delivery Policies)
- Oracle Cloud Priority support of SaaS (Technical Account Manager)