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Support services

Leverage a world-class, full-service support experience. Receive tier 3 and tier 4 support when you purchase licensed software agreements, with the added option to buy premier tier 1 and tier 2 support. Organizations with access to full-service support report an improvement in resolution time and their end-user experience.

Already an existing customer?

Service support tiers

Tier 1 support

Use advanced automation, improve operational efficiencies, and increase process alignment for your organization with tier 1 certified support services.

Oracle Health Help Desk support end users at your facility with all IT-related issues for Oracle and non-Oracle systems and Oracle Health applications.

Oracle Health EHR Service Desk provides live electronic health record (EHR) solution support with a 24-hour turnaround time by connecting users in real time to an EHR solution specialist.

Consumer care delivers an end-to-end support experience through two global support teams.

  • Client care provides phone and web support to customers.
  • Oracle Health Patient Portal offers patient support—including scheduling, provider messaging, and results.

Tier 2 support

Receive deeper technical expertise with tier 2 support to support your solutions in running efficiently, enabling you the time and ability to focus on strategic, organizational initiatives.

Oracle Health Application Management Services (AMS) provides a proactive and personalized around-the-clock support experience by anticipating users’ needs. AMS helps you streamline functions, troubleshoot and resolve issues, implement necessary changes, and advance toward achieving your goals. Organizations with access to AMS have reported higher levels of productivity, faster system performance, and increased end-user satisfaction.

Tier 3 and tier 4 support

Gain access to tier 3 and tier 4 support with your licensed software agreements.

Oracle Health Product Support delivers incident management services. This noncritical support team provides advanced troubleshooting for licensed software on production systems and is available for issues ranging from difficult to complex.

Direct care provides tier 1 through tier 3 support for Oracle Health iBus Cloud Appliance customers.

Engineering provides tier 4 support that resolves the most complex issues requiring code changes.

When we reduce friction associated with billing and paying for services, it allows us to focus on what’s most important—supporting the health of our community and delivering the best possible care to our patients.

Maria Smith Kushner, DO, Chief Medical Information Officer, St. Joseph’s Regional Medical Center

Benefits of support services

24/7/365 incident management services

Help reduce time to recovery, maximize uptime, and prevent incidents through the surveillance of customers systems and applications with the mission-critical support team.

Get started with support services

Contact sales

Leverage support services to help improve your experience. Contact us today to learn more.

Contact support

Existing customers can contact our support team 24/7 for help.