Oracle Cloud Infrastructure Documentation

Oracle Support

There are a variety of ways to get support. You can create a service request from the Console or by logging into the Oracle Support portal, chat with the Oracle Support Digital Assistant, or post a question to MySQL Forums.

Creating a Support Request

You can create a support request from the Console,

Using the Console

Use the Console to create a support request for getting technical or billing support, or to increase the service limit.

Do the following to create a support request:
  1. Open the Oracle Cloud Console.
  2. Navigate to the <Resource> details page for which you want to create the support request. For example, if you want to create a support request for a DB system, do the following:
    1. Open the navigation menu, and select Databases. Under HeatWave MySQL, click DB systems.
    2. In the list of DB systems, find the DB system you want to create the support request for, and click the name of the DB system to open the DB system details page.
  3. Click the Support icon.
  4. In the Support options panel, under Request help, click Create support request.
  5. Click the relevant tab: Technical support, Billing support, or Limit increase.
  6. If you need technical support, do the following in the Technical support tab:
    • Issue summary: Provide a summary of the issue.
    • Describe your issue: Provide details of the issue.
    • Select one of the following:
      • Critical outage: A critical production system or a critical business function is unavailable or unstable. You or an alternate contact are available to work this issue 24x7 if needed.
      • Significant impairment: A critical system or business function is experiencing severe loss of service. Operations can continue in a restricted manner. You are available to work during business hours.
      • Technical issue: Functionality, errors or performance issue impacting some operations.
      • General guidance: Product or service usage question, setup or documentation clarification.
    • Select service: Select Databases.
    • Service category: Select MySQL.
    • Subcategory: Select a relevant sub-category.
    • Click Show the other information we've gathered to view the information gathered for the support request.
  7. If you need billing support, do the following in the Billing support tab:
    • Billing support request summary: Provide a summary of the issue.
    • Describe your issue: Provide details of the issue.
    • Click Show the other information we've gathered to view the information gathered for the support request.
  8. If you want to increase the service limit, do the following in the Limit increase tab:
    • Service category: Select MySQL.
    • Resource: Select the resource for which you want to increase the service limit.
    • Service limit: Provide the new service limit.
    • Reason for request: Provide any additional details for the request.
  9. Click Create support request.
A support request is created on the desired resource.