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Oracle Support Global Order Confirmation Process

Oracle’s standard process for Support order confirmation includes providing a Support order confirmation – for both first year support as well as renewals – directly to the end user. Oracle issues a welcome letter to the end user which is intended to provide the details required by the end user to access My Oracle Support (MOS).

OPN members will not receive any type of support order notification -- such as a welcome letter or order confirmation -- related to any transactions. OPN members have two methods for checking Oracle Support order status and viewing a Support order confirmation:

  • Oracle Information Portal (OIP):
    • OIP is used to check order confirmation. Please note that this method only works if hardware and/or software product and its accompanying support are all purchased on the same PO. If the support is on a separate PO, then please check with your VAD for order confirmation.
  • Receipt of an invoice from Oracle:
    • Invoices are sent to the Bill-to party named on the order. Please note that if you are not the Bill-to party on the order you will need to contact your VAD for order confirmation.

Below are details outlining how the Oracle Support order confirmation and welcome letter process works for end users:

First Year Support Orders
When the first year of support is purchased from Oracle via the Oracle Partner Store, XML/EDI, or an Oracle Systems Representative, in conjunction with a hardware or software product order, a welcome letter is auto-generated and sent to the end user. The exceptions to this are for orders that are transacted with an Oracle Support Provider partner or an Oracle Field Delivery partner. In these cases, a welcome letter is not sent to the end user

Support orders that are submitted via the offline order process will have a welcome letter distributed to the Quote-to party’s email address on the support contract. If an email address is not listed, a welcome letter is not sent.

Support Provider and Field Delivery partners requiring their Support Identifier number can obtain the information in MOS by using the customer system serial number.

Support Renewal Orders
Upon renewal of a support contract, a renewal notification document is provided via email to the Quote-to party on the renewal contract.

For questions, please contact Oracle Global Support Partner Operations at Support-Partner-Questions_ww_grp@oracle.com.

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