Support FAQs

What Services are provided under Oracle Annual Technical Support Services?
How does one subscribe to these services?
Can I purchase only Product Support without procuring Updates subscription services?
I have not procured ATS at the time of license purchase or my earlier ATS contract has lapsed. How do I procure ATS now?
How do I access support?
I have a valid support contract with Oracle and I need the latest versions. How do I get them?
Does Oracle ATS cover On-Site Assistance?
What Kind of Services does Oracle provide apart from ATS?

Updates Subscription Services: The Updates Subscription Service provides you with rights to Oracle product upgrades, maintenance releases and patches released during the subscription period and distributed on CD Packs.

Product Support: Oracle Product Support offers direct access via both the telephone and the web to our skilled staff of technical analysts for problem resolution, bug reporting, and technical guidance on a 24x7 basis. This service is provided through telephone, fax, e-mail and our Web Interface Metalink.

How to subscribe?
Oracle ATS is available for purchase at the time you procure the licenses. This is valid for one year from the date of purchase. This service is then renewable annually.

Procure ATS
You will have to purchase Oracle ATS at the current list prices applicable along with the support re-instatement fees. Please contact the Oracle Support Sales. You can send a mail to supsale.delhi@oracle.com or supsale.Mumbai@oracle.com

Supported customers are provided with a 10 digit CSI number from Oracle. Your Customer Support Identifier (CSI) number for Oracle products helps you access our global support infrastructure for problem resolutions.

You can access Oracle Global Support Centers directly through either of the two toll free numbers given below:
a) Dial 000-117 from an ISD phone (Only local call charged). At voice prompt, dial 8007111005.
b) Dail 1800 4258 448 from MTNL/BSNL Line.

You may also access our Support Portal METALINK at http://metalink.oracle.com. And log a Service Request (SR) or search the knowledge repository for known problem resolutions and bug fixes.

On-Site Assistance
Oracle ATS is delivered remotely through Electronic means only. Oracle does provide on-site assisted services on a separately chargeable basis.

Kind of services
Assessments and Reviews, Performance Tuning, DBA Services, Emergency Response Services, Patch Management Services etc.
Oracle Update Subscription and Product Support are a pre-requisite for procuring Assisted Services. Click here for the Upgrade Shipment Request Form for partners (PDF)

The following partners of Oracle are authorized to quote for the Oracle ATS renewal :

1. TCS : 1st Floor, Milap Bhawan, Bahadur Shah Zafar Marg, New Delhi. Contact Mr. P. Venkatraman at 011-3353691
2. Sonata Software - Sonata 102, Padma Tower 2, 22 Rajendra Place, New Delhi. Contact - Mr. Pankaj Sharma at 011 5735964/5765968
3. Compaq: No. 92, Digital Park Industrial Suburb, Iind Phase, Yeshwanthpur, Bangalore. Contact : Indraanil at 080-3374785
4. Wipro : Doddakannelli, Surajpur Road, Bangalore . Contact : Mr. R Gopalakrishnan at 080-8440011

Please note that the scope of Oracle ATS is limited to providing Telephonic, fax, e-mail, web based support on a 24X7 basis through its global support centers. Oracle ATS also includes an option for you to request for updates/upgrades/patches etc. during the period of ATS.

Any on-site activities contracted between you and any vendor will be governed as per your terms and conditions of agreement with the said vendor. Oracle Annual Technical Support does not involve providing on-site support through our partners.