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Oracle SaaS Support Services
Go with an industry-leader. Oracle’s Platinum-level Support Services provide enhanced support to help increase performance—at no extra cost.
Getting Started Is Easy
Using Oracle's Support Portal, you may ask technical and non-technical questions, and search the extensive knowledge base for best practices, common questions and issue resolutions, training and more.
Technical Support
Oracle's SaaS Support Services provide you with the tools you need for a successful cloud partnership. We've added a live chat channel, specialized implementation support teams, a more comprehensive service request dashboard, and proactive service request monitoring—all focused on your personal cloud journey. Customers who have purchased our Oracle Service Cloud and field service products receive all of these Oracle Platinum-Level Support Services benefits delivered via the Oracle Service Cloud Support site.
Live Chat Channel
Use instant messaging to communicate with us. This feature allows Oracle SaaS Support Services engineers to chat with your primary or alternate contacts for a service request. Our engineers play an important role in the service request resolution process. Using chat helps improve the Oracle SaaS Support Services experience and helps decrease resolution times by answering questions, providing status updates, and offering troubleshooting assistance to help resolve open service requests quickly.
Implementation Support
We understand that implementation is a critical time. Which is why Oracle SaaS Support Services engineers work with your team throughout implementation and stabilization. All service requests during implementation will be directly routed to your implementation team within your chosen time zone. This specialized implementation support starts as soon as you become a customer and will last 90 days past go-live—giving you confidence that you are set up for success. Oracle is committed to providing proper support through this process to help ensure that our customers can reach project milestones on time.
Service Request Dashboard
The service request dashboard provides an online view of outstanding and historical service requests. Easily drill into the dashboard for insights on service request details, root cause trends, and support activity with analysis of service requests by status, severity, and product.
Proactive Service Request Health Monitoring
The Oracle SaaS Support Services team continuously monitors your service requests to identify key knowledge gaps, configuration concerns, and key threshold boundaries that might indicate a concern early on or possibly impact the stability of deployment. This proactive intervention helps prevent escalations and help resolve issues before they become critical. Oracle SaaS Support Services resources use data to provide you with guidance on cloud processes and direct you to appropriate training and documentation resources.
Nontechnical Support
Oracle also offers comprehensive support to help navigate available Oracle resources and help resolve any nontechnical questions you may have regarding your Oracle SaaS products.
Business Help
The Oracle Support Portal is another great place to get answers to your nontechnical questions about account administration, training, best practices, or other questions you may have regarding your Oracle Platinum-Level Support Services. Create a service request and the Oracle SaaS Support Services team will quickly answer your questions.
Community
Get input on product and industry best practices via the Oracle Cloud Customer Connect community. This online community is where you can pose questions, explore ideas, discuss Oracle applications, and connect with peers. You can also view our calendar for announcements and upcoming events, participate in industry-specific discussion forums and idea labs, and receive notifications of release updates, upgrades, and new product functionalities. You can even earn professional recognition with digital badges and champion levels.
Education Support with Oracle LaunchPad
Oracle LaunchPad
Education is key to your cloud success. Oracle LaunchPad is a quick,easy, and free way to start learning about your cloud applications. It provides essential training and best practice content in a premiere, around-the-clock digital learning experience. This modern, easy-to-navigate portal empowers teams to build true organizational capability—right from the start—with more than 2,000 training topics for end users, implementers, and administrators. Access continuous education across the Oracle SaaS portfolio with the ability to practice learned skills, earn badges and points, and demonstrate skill progression.
Guided Learning Starter Pack
The Guided Learning Starter Packis embedded directly in the Oracle SaaS application and offers real-time, in-context assistance with cloud applications—allowing you to start training right away. To expand the embedded learning experience, Oracle also offers a customized, fee-based guided learning solution beyond what is provided. This solution is only available in Oracle HCM Cloud, Oracle Talent Management, Oracle Sales Cloud, Oracle Financials Cloud, and Oracle Procurement.