Get Help and Contact Oracle Support
When using Autonomous Database on Dedicated Exadata Infrastructure, there will be times when you need to get help from the community or to talk to someone in Oracle support.
In such a situation, you can submit a question to Cloud Customer Connect at cloudcustomerconnect.oracle.com, or you can create a service request to engage the Oracle Support team.
- Create a Service Request in My Oracle Cloud Support
- Create a Service Request in My Oracle Support
- Create a Support Ticket from Oracle Cloud Infrastructure console
You can also create a support ticket from the Oracle Cloud Infrastructure console.
Parent topic: Quick Start
Create a Service Request in My Oracle Cloud Support
If you are having a technical issue using Autonomous Database on Dedicated Exadata Infrastructure, you can contact Oracle Support by creating a service request in My Oracle Cloud Support.
Tip:
Before following these steps, sign in to your Oracle Cloud account at cloud.oracle.com in a separate browser tab or window so that you can quickly and easily get any information you need to complete your service request.
If you are an Oracle Commercial Cloud customer and you know your cloud account login information:
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Go to support.oracle.com.
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Enter your email address and click Next.
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If you see a message that your email address is not recognized, follow the instructions outlined in Create a Service Request in My Oracle Support.
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If your email is registered with Oracle Support, you’ll be directed to sign in to the applicable support portal for your products and services. Continue with step 3.
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Click Sign in with your commercial cloud account.
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Enter your OCI credentials (Tenancy, domain if applicable, username, and password).
If this is your first time signing in to My Oracle Cloud Support, you will be prompted to associate your cloud account to My Oracle Cloud Support by verifying your email.
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Accept the Terms of Use.
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Complete your personal Info.
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For Security Pin, enter a 6 digit number not starting with a 0. When you call Oracle support line, you will be asked to provide this pin.
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If this is the first time you are filling the personal Info, you may have to verify your Mobile Phone using a one-time password sent to your mobile number.
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Click Save an you will be routed to the My Oracle Cloud Support portal.
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To create a new service request, click Create Service Request.
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Provide the details prompted on the Create a new service request page, clicking Next, as needed.
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When you see Proceed with the next step to submit the SR., click Next.
If you are an Oracle Cloud customer and you do not have cloud account login information OR you have a non-commercial cloud account (government realm or dedicated realm):
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Go to support.oracle.com.
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Enter your Oracle account username and password.
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If this your first time signing in to My Oracle Cloud Support, you will be prompted to accept the Terms of use, and complete your personal profile. Refer to Create a Service Request in My Oracle Support for more details.
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Once you get access to My Oracle Cloud Support, sign in to support.oracle.com.
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You are routed to the My Oracle Cloud Support portal.
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To create a new service request, click Create Service Request.
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Provide the details prompted on the Create a new service request page, clicking Next, as needed.
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When you see Proceed with the next step to submit the SR., click Next.
If you are the first user logging in using a specific Subscription ID and Account name, you will be prompted to accept the Administrator role.
Parent topic: Get Help and Contact Oracle Support
Create a Service Request in My Oracle Support
If you are having a technical issue using Autonomous Database on dedicated infrastructure, you can contact Oracle Support by creating a service request in My Oracle Support.
Tip:
Before following these steps, sign in to your Oracle Cloud account at cloud.oracle.com in a separate browser tab or window so that you can quickly and easily get any information you need to complete your service request.
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Go to the My Oracle Support website at support.oracle.com and sign in with your Oracle account.
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If you see "MY ORACLE SUPPORT" next to the Oracle logo at the top of the page, click Switch to Cloud Support located next to the last login details.
Note
If you do not see the Switch to Cloud Support link, follow the instructions in unresolvable-reference.html to perform the necessary one-time activities to access My Oracle Support.
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Click Service Requests and then, after the page refreshes, click Create Technical SR.
The Create Technical Service Request wizard is displayed.
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For Service Type, select Autonomous Database Dedicated.
The Service Name and Problem Type fields are displayed after Service Type.
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For Service Name, select the value corresponding to your tenancy's CSI.
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For Problem Type, locate and select the problem type that most fits your issue. For example, you might select Database Administration > General DB Admin Issues.
A list of information you need to provide for the problem type you selected appears after the Description field.
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For Problem Summary, enter a brief statement (up to 100 characters) describing your issue.
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For Description, enter a description (up to 2000 characters) of what went wrong, what you were doing that led up to it, and what you expected to happen.
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Complete the list of required information that follows the Description field.
In addition to information about when you ran into your problem, you are often asked to provide the name and OCID (Oracle Cloud Identifier) of your tenancy and the cloud resource or resources you are having a problem with.
To get information about your tenancy, sign into your Oracle Cloud account, click the
profile icon in the top corner to open the Profile menu, and then click the link for your tenancy to display a page that shows your tenancy's name, OCID and other information.
To get similar information for a cloud resource (like an Autonomous Database), go to the details page for that resource.
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Check that your contact information is correct, and then click Next to go to the Additional Details step.
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At the Additional Details step, provide additional information about your issue, if requested, and upload any attachments that will make troubleshooting your issue easier. Then, click Next to go to the Confirmation step.
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At the Confirmation step, check the information you have provided. If you need to change anything, click Back to go back and change information. When you are satisfied, click Submit.
The Create Technical Service Request wizard closes and your newly created service request is displayed in the list of your Technical SRs.
Parent topic: Get Help and Contact Oracle Support
Create a Support Ticket from Oracle Cloud Infrastructure console
You can also create a support ticket from the Oracle Cloud Infrastructure console.
The first time you open a support ticket, you're automatically taken through a series of steps to provision your support account. If you want to make changes or if you run into problems, see Configuring Your Oracle Support Account.
To create a support request from the Oracle Cloud Infrastructure Console:
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On the Oracle Cloud Infrastructure open the Help menu (
) and under Request Help, click Create Support Request.
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Enter the following:
- Issue Summary: Enter a title that summarizes your issue. Avoid entering confidential information.
- Describe Your Issue: Provide a brief overview of your issue.
- Include all the information that support needs to route and respond to your request.
See Obtain Tenancy Details for details on obtaining Autonomous Database information.
- Include troubleshooting steps taken and any available test results.
- Include all the information that support needs to route and respond to your request.
- Select the severity level for this request.
- Click Create Support Request.
Parent topic: Get Help and Contact Oracle Support