My Oracle Cloud Support

Oracle Support provides 24/7 access to a global team of more than 18,000 support and service specialists, digital resources, a customer community, and more. Learn how to register and use My Oracle Cloud Support, so you can get the support you need, when you need it. If desired, you can always give us a call.

How to register and sign in

Visit support.oracle.com and enter your email address.

If your email isn't recognized, you'll be prompted to register. There are two ways to register - we recommend using your commercial cloud account.

Sign in using your commercial cloud account

1. Select to sign in using the commercial cloud account option.

2. Enter your tenancy name, identity domain (if applicable), and then your cloud account username and password.

3. Associate your cloud account to My Oracle Cloud Support by requesting a one-time verification code. Select Next and then accept the Terms of Use.

4. Complete your personal profile. Once you click Save, you'll be directed to My Oracle Cloud Support.

Sign in by creating an Oracle account

1. If you don't have a cloud account or if you're unsure of your credentials, select Create an Oracle account.

2. Fill out the registration form.

3. You'll receive an email from Oracle to verify your email address. Once verified, you'll receive a confirmation email that your account is ready to use. Select the Continue button in the email.

4. Log in using your username and password. Enter your subscription ID. Then enter the account name, which is your company's name. Click Next.

5. Select the Terms of Use, and then click Continue. Complete your personal profile and click Save. You'll then be directed to the Profile page where you'll see a Pending membership status. Once approved by your organization's Administrator, you'll have access to My Oracle Cloud Support.

See this article for more on new user registration and additional My Oracle Cloud Support information.

Tip!

If needed, your Administrator can provide account information for registration. Give Support a call If you don't know who your Administrator is. You can find your region's number listed here.

Getting help

In the My Oracle Cloud Support portal, you can get help in a few ways.

1. Get assistance 24/7 by searching knowledge base articles, Service Requests (SRs), and communities to find answers to your questions. You can also see news and alerts below the search.

2. Oracle Guided Learning is available by clicking the info widget along the right side. Information that displays is contextual, depending on where you are at within My Oracle Cloud Support. You can search for a topic to be directed to relevant content.

3. You can also use the ChatBot in the lower-right corner to get information on SRs, the Administrator role, account management, and frequently asked questions. If needed, you can also connect with a live agent.

4. Finally, you can submit an SR to contact Support. If you don't have access, ask your Administrator to give you permissions.

See My Oracle Cloud Support Essentials for more information (you must be signed in to your My Oracle Cloud Support account to view this article).

Creating an effective SR

An effective SR is all about providing as much detail about your issue as possible. Support uses the information you provide to assign the SR to the correct engineer. Additionally, if the SR doesn't have adequate information to work on the problem, the assigned engineer will need to ask you follow-up questions. Incorrectly assigning the SR and/or inadequate information will cause delays in getting your issue resolved. Remember, Support only knows what you tell them!

1. You'll begin with the issue type, which can range from general guidance to a critical outage. The issue type you select will determine the severity level of the SR. It's crucial to select the correct type so Support can accurately prioritize the issue. See the Severity Definitions section in the Oracle Cloud Hosting and Delivery Policies or the Technical Support Policies.

Tip!

If your issue is urgent and classified as a Severity 1, such as for a system outage, Support will work on the request 24 hours a day. You'll need to provide a contact who will be available to work with Support on a 24-hour basis.

2. Select the business impact by identifying the availability of your service. Click Next to continue.

3. Identify where you're experiencing the problem by selecting the service, application URL, and system lifecycle, which indicates if your environment is live in production, in implementation, or in non-production.

4. Now, you'll tell Support more about your issue. Provide a brief summary. Then, describe the issue in detail, providing the sequence of events that occurred, steps to reproduce the issue, expected results, and any workarounds if applicable. Describe any business impact in quantitative terms. For example, if the loss of functionality is impacting employee performance, quantify the number of productivity hours lost and what it's costing the business. Or if the issue is preventing sales, identify the monetary loss that will occur until the problem is resolved.

5. If applicable, provide more details about the issue as prompted. Once done, click Submit Service Request.

Request to speak to a Support manager

If needed, you can escalate your SR, which is typically done in the following scenarios:

Your SR is taking longer than expected to reach a resolution.
You need to communicate important business issues to a Support manager.
You're dissatisfied with the SR resolution.

To submit a manager request, follow the instructions in the My Oracle Cloud Support article here. Reference ⁠Request Manager Action for a Service Request in the Service Requests section.

Tip!

If you have a Severity 1 or 2 issue and require additional assistance, ensure you request to speak to a Support manager prior to reaching out to your Customer Success Manager (CSM). Your CSM can only engage Support after you request management attention.