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Health Sciences Support

Please refer to the product list below to contact the appropriate support team for assistance.

Support

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Please note our phone prompts have changed. If you require CTMS Cloud Support (known as TMMCS), please call the toll free number listed under the Trial Management and Monitoring Cloud Service (TMMCS) section.

  • Clinical Products

    • ClearTrial

      To receive support assistance for ClearTrial Cloud Service, please open a Service Request (SR) using the Health Sciences Support Cloud tool available at http://hsgbu.custhelp.com. For Japanese language support, please use: http://hsgbu-jp.custhelp.com.

      Support assistance by telephone is also available by calling one of the numbers below:

      Country Toll Free Number
      Japan 0120 09 1406
      USA +1 877-206-4846

      If you experience difficulties with any of the toll free numbers you can call +44 207 131 2838 (please note that this is an international number and you will be charged when dialing it).

    • Oracle Clinical (OC)

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal.

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Clinical Development Analytics (CDA)

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal.

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Clinical One Cloud Service: Data Collection (incl. integration with Central Coding and CRF Submit), Randomization and Trial Supply Management (RTSM), Digital Gateway (Integration Hub) and HS Learn Manager

      To receive support assistance please open a service request (SR) using Health Sciences Support Cloud. For Japanese language support, please use: http://hsgbu-jp.custhelp.com

      Support assistance by telephone is also available by calling one of the numbers below:

      Country Toll Free Number
      Argentina +541152996103
      Australia +61730317005
      Austria +43133777140
      Belgium +3227191333
      Bosnia +38733958920
      Brazil +551151877127
      Bulgaria +35929238160
      Chile +56226665052
      China +861061065025
      Colombia +576016116646
      Costa Rica +50622055520
      Croatia +38516306300
      Czech Republic +420220437213
      Denmark +4544808070
      Egypt +20235350080
      Estonia +3726287720
      Finland +358954941021
      France +33157602010
      Germany +498914302302
      Greece +302106789440
      Hong Kong +85236551725
      Hungary +3612241777
      Indonesia +622125552115
      Alternate Singapore Number
      +65 6436 1405
      Ireland +35318031986
      Israel +97286200920
      Italy +390224959060
      Japan 0120 09 1406 ; +81 503 615 0107
      Jordan +96265200870
      Lebanon +9611963220
      Lithuania +37052047510
      Malaysia +60322993045
      Mexico +523329924648
      Morocco +212522977358
      Netherlands +31306627281
      New Zealand +6449785450
      Norway +4767526868
      Pakistan +92512099730
      Peru +5116151009
      Philippines +63279445204
      Poland +48224562440
      Portugal +351214235240
      Romania +40212073873
      Russia Oracle has withdrawn all operations in the Russian Federation. For more info go to oracle.com/corporate/conflict-in-ukraine/russia/
      Saudi Arabia +966112739216
      Singapore +65 6436 1405
      Slovakia +421257288030
      South Africa +27214007250
      South Korea +82221947645
      Spain +34916036550
      Sweden +46858778050
      Switzerland +41225562770
      Taiwan +886287267360
      Thailand +6626964745
      Turkey +902123296772
      UK +442035742273
      Ukraine +380322429720
      United Arab Emirates +97144259100
      USA +17814421200
    • Clintrial

      Users can log new issues, view progress and search for knowledge using our ticketing tool Support Cloud, available at hsgbu.custhelp.com.

      For Japanese support, please go to: hsgbu-jp.custhelp.com.

      Country Toll Free Number
      Argentina 0 800 666 1657
      Australia 1800 143 695
      Austria 0800 293 245
      Belgium 0800 77926
      Canada (English) +1 877 653 8582
      Canada (French) +1 877 658 3157
      Chile 1 230 0206 142
      China (China Unicom/Netcom Lines) 10800 744 0594
      China (China Telecom Lines) 10800 440 0576
      Czech Republic 800 142 562
      Denmark 8088 3155
      Finland 0800 116909
      France 0800 910 614
      Germany 0800 181 2948
      Greece 800 4414 5939
      Hong Kong 800 900 876
      Hungary 06800 141 43
      Iceland 800 8433
      India 0008004402279
      Ireland 1800 620 420
      Israel 180 945 5814
      Italy 800 780 134
      Japan 0120 09 1406 ; +81 503 615 0106
      South Korea 0805970880
      Malaysia 1800 80 4529
      Mexico (Primary) 018 00 436 0203
      Mexico (Secondary) 018 00 123 3319
      Netherlands 0800 023 2436
      New Zealand 0800 443 527
      Norway 800 14096
      Philippines 1800 8908 6451
      Poland 800 702 493
      Portugal 800 880 324
      Puerto Rico +1 866 882 8280
      Russia Oracle has withdrawn all operations in the Russian Federation. For more info go to oracle.com/corporate/conflict-in-ukraine/russia/
      Serbia 800190012
      Singapore 800 44 111 91
      Slovakia 800606770
      South Africa 0800 996 167
      Spain 900 998986
      Sweden 0200 214938
      Switzerland 0800 834 854
      Taiwan 0080 1044194
      Thailand 001 800 442 035
      UK 0800 036 9540
      USA (Primary) + 1 866 843 1953
      USA (Secondary) + 1 877 652 9403
      USA (Fax) +1 866 546 9526
      International Fax +(44) 1189243708

      If you are experiencing difficulties with any of the toll free numbers you can call +44 (0)207 131 2801 (please note that this is an international number and you will be charged when dialing it).

    • Data Management Workbench (DMW)

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal.

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • InForm Suite: InForm, Central Designer, Central Coding, CRF Submit, InForm Publisher, InForm Adapter, InForm User Management Interface (UMI), User Management Tool (UMT) and CIS

      Users can log new issues, view progress and search for knowledge using our ticketing tool Support Cloud, available at hsgbu.custhelp.com

      For Japanese support, please go to: hsgbu-jp.custhelp.com.

      Country Toll Free Number
      Argentina 0 800 666 1657
      Australia 1800 143 695
      Austria 0800 293 245
      Belgium 0800 77926
      Canada (English) +1 877 653 8582
      Canada (French) +1 877 658 3157
      Chile 1 230 0206 142
      China (China Unicom/Netcom Lines) 10800 744 0594
      China (China Telecom Lines) 10800 440 0576
      Czech Republic 800 142 562
      Denmark 8088 3155
      Finland 0800 116909
      France 0800 910 614
      Germany 0800 181 2948
      Greece 800 4414 5939
      Hong Kong 800 900 876
      Hungary 06800 141 43
      Iceland 800 8433
      India 0008004402279
      Ireland 1800 620 420
      Israel 180 945 5814
      Italy 800 780 134
      Japan 0120 09 1406 ; +81 503 615 0105
      South Korea 0805970880
      Malaysia 1800 80 4529
      Mexico (Primary) 018 00 436 0203
      Mexico (Secondary) 018 00 123 3319
      Netherlands 0800 023 2436
      New Zealand 0800 443 527
      Norway 800 14096
      Philippines 1800 8908 6451
      Poland 800 702 493
      Portugal 800 880 324
      Puerto Rico +1 866 882 8280
      Russia Oracle has withdrawn all operations in the Russian Federation. For more info go to oracle.com/corporate/conflict-in-ukraine/russia/
      Serbia 800190012
      Singapore 800 44 111 91
      Slovakia 800606770
      South Africa 0800 996 167
      Spain 900 998986
      Sweden 0200 214938
      Switzerland 0800 834 854
      Taiwan 0080 1044194
      Thailand 001 800 442 035
      UK 0800 036 9540
      USA (Primary) + 1 866 843 1953
      USA (Secondary) + 1 877 652 9403
      USA (Fax) +1 866 546 9526
      International Fax +(44) 1189243708

      If you are experiencing difficulties with any of the toll free numbers you can call +44 (0)207 131 2801 (please note that this is an international number and you will be charged when dialing it).

    • IRT

      Users can log new issues, view progress and search for knowledge using our ticketing tool Support Cloud, available at hsgbu.custhelp.com.

      For Japanese support, please go to: hsgbu-jp.custhelp.com.

      Country Toll Free Number
      USA +1 877 487 7457
      All Other Countries

      The country list includes the IRT Toll-Free numbers to access the IRT systems by phone as well as reaching IRT Support Helpdesk (by selecting the IRT phone menu option and pressing ‘0’ to reach Support)
      Download country list (PDF)

      If you are experiencing difficulties with any of the toll free numbers you can call +44 (0)2071312818 (please note that this is an international number and you will be charged when dialing it).

    • LabPas

      If you are experiencing difficulties with any of the toll free numbers you can call +(44) 2071312817 (please note that this is an international number and you will be charged when dialing it).

      Alternatively please email your request at: LabPasSupport_ww@oracle.com

      Please remember to include your details (Sponsor Company and URL of your application) in your email.

      Country Toll Free Number
      USA 877-571-3839
      France 0805 540 229
      Germany 0800 664 8861
      United Kingdom 0800 141 2053
    • Life Sciences Data Hub (LSH)

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal.

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • mHealth

      To receive support assistance for mHealth, please open a service request (SR) using the Oracle Health Sciences Cloud tool available at http://hsgbu.custhelp.com. For Japanese language support, please use: http://hsgbu-jp.custhelp.com

      Support assistance by telephone is also available by calling one of the numbers below:

      Country Toll Free Number
      USA +1 877-300-4595

      If you are experiencing difficulties with any of the toll free numbers you can call +442 035 742202 (please note that this is an international number and you will be charged when dialing it).

    • Remote Data Capture (RDC)

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal.

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Siebel Clinical Trial Management System (CTMS) – (on premise)

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal.

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Site Select, Site Activate, Site Analyze and Analyze Insight for Activate Cloud Service (goBalto)

      To receive support assistance for Site Select, Site Activate, Site Analyze and Analyze Insight for Activate Cloud Service (goBalto), please open a service request (SR) using the Health Sciences Support Cloud tool available at http://hsgbu.custhelp.com. For Japanese language support, please use: http://hsgbu-jp.custhelp.com.

      Support assistance by telephone is also available by calling one of the numbers below:

      Country Toll Free Number
      Japan 0120 09 1406
      USA +1 877-300-4595
    • Thesaurus Management System

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal.

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Trial Management and Monitoring Cloud Service (TMMCS)

      To receive support assistance for Trial Management and Monitoring Cloud Service, please open a service request (SR) using the Oracle Health Sciences Cloud tool available at http://hsgbu.custhelp.com. For Japanese language support, please use: http://hsgbu-jp.custhelp.com.

      Support assistance by telephone is also available by calling one of the numbers below:

      Country Toll Free Number
      Japan 0120 09 1406
      USA +1 877-300-4595

      If you are experiencing difficulties with any of the toll free numbers you can call +442 035 742202 (please note that this is an international number and you will be charged when dialing it).

  • Pharmacovigilance Products

    • Argus Cloud Service

      To receive support assistance for Safety Cloud Service products please open a Support Request (SR) using the Health Sciences Support Cloud ticketing tool available at http://hsgbu.custhelp.com.

      For Japanese language support, please use: http://hsgbu-jp.custhelp.com.

      Support assistance by telephone is also available by calling one of the numbers below:

      Country Local Number
      United States +1 855 516 3376
      Japan 0120 09 1406 ; +81 503 615 0104
      Japan office hours—9AM to 5PM
      China +86 106 106 5023
      Korea +82 221 947 543

      For users calling from other countries (or if you have any issue with the above numbers) please call +44 207 131 2830. Please note that this is an international number and you will be charged if calling from outside the UK.

    • Argus – (on premise)

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal.

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Empirica Cloud Service

      To receive support assistance for Safety Cloud Service products please open a Support Request (SR) using the Health Sciences Support Cloud ticketing tool available at http://hsgbu.custhelp.com.

      For Japanese language support, please use: http://hsgbu-jp.custhelp.com.

      Support assistance by telephone is also available by calling one of the numbers below:

      Country Local Number
      United States +1 855 516 3376
      Japan 0120 09 1406 ; +81 503 615 0104
      Japan office hours—9AM to 5PM
      China +86 106 106 5023
      Korea +82 221 947 543

      For users calling from other countries (or if you have any issue with the above numbers) please call +44 207 131 2830. Please note that this is an international number and you will be charged if calling from outside the UK.

    • Empirica – (on premise)

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal.

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Safety One Intake

      To receive support assistance please open a service request (SR) using Health Sciences Support Cloud. For Japanese language support, please use: http://hsgbu-jp.custhelp.com.

      Support assistance by telephone is also available by calling one of the numbers below:

      Country Local Number
      United States +1 855 516 3376
      Japan 0120 09 1406 ; +81 503 615 0104
      Japan office hours—9AM to 5PM
      China +86 106 106 5023
      Korea +82 221 947 543
  • Healthcare Products

    • Global Pathogen Analysis System (GPAS)

      To receive support assistance please open a Service Request (SR) using the Health Sciences Support Cloud tool available at http://hsgbu.custhelp.com.

    • Patient Monitoring System

      To receive support assistance please open a Service Request (SR) using the Health Sciences Support Cloud tool available at http://hsgbu.custhelp.com.

    • Health Management System (HMS)

      To receive support assistance please open a Service Request (SR) using the Health Sciences Support Cloud tool available at http://hsgbu.custhelp.com.

      Designated users may also use the chat option within the Health Management System application. Check with your local system administrator for details.

    • Healthcare Notifications Cloud Service (OHN)

      Oracle Healthcare Notifications is an optional service with Oracle Health solutions providing SMS message notifications. Currently used by Health Management System (HMS) to send appointment details and vaccination dose reminders.

      To receive support assistance please open a Service Request (SR) using the Health Sciences Support Cloud tool available at http://hsgbu.custhelp.com. SR should be logged under the Oracle Health solutions using the Healthcare Notifications service e.g. Health Management System (HMS).

    • Healthcare Analytics Data Integration

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Healthcare Data Repository

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Healthcare Foundation (formerly Healthcare Data Warehouse Foundation)

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Healthcare Omics

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Healthcare Master Person Index (OHMPI)

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Healthcare Translational Research

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

    • Health Sciences Information Manager

      To request support assistance please open a Service Request (SR) from My Oracle Support (MOS) https://support.oracle.com/portal

      Please note you will need to obtain the Support Identifier (SI) to enable you to open SR from My Oracle Support (MOS). This can be provided by the person in your organisation with the My Oracle Support (MOS) Customer User Administrator (CUA) role, this is likely to be the person who manages the Oracle contract in your organization.

      Alternatively you can contact the My Oracle Support (MOS) support team via the appropriate contact number listed here: https://www.oracle.com/support/contact.html.

Additional Support Resources

Support for all other Oracle Health Sciences products

For assistance on any Oracle products not covered in the above sections, please raise a My Oracle Support (MOS) Request at https://support.oracle.com/portal/

To call Support please use a local Support Hotline number listed here: https://www.oracle.com/support/contact.html

Lifetime Support Policy for on-premise products

For complete details on Oracle Lifetime Support (PDF) for Applications Unlimited product

Health Sciences Product Documentation
General Availability and End of Life Dates
Retired Products
Technical Support Policies
Stay Current with Policy Updates