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.

Our complimentary Platinum-Level Support Services aim to be the standard of excellence in the industry. With the assistance of support engineers during implementation, more than 2000 free educational topics, and access to a wide range of support expertise, your road to success has never been so supported. Our goal is to help you gain value faster—by providing support for a seamless adoption of Oracle SaaS products.

Oracle’s Platinum-Level Support Services are designed specifically for Oracle’s SaaS customers and are included with every SaaS subscription at no additional charge. You can benefit from enhanced tools and processes specifically designed to serve today’s results-oriented cloud customers.

Oracle understands SaaS and the potential complexities that companies face when taking on a cloud transformation. We are with you throughout your journey, with the insight to drive the right actions, and the tools to help you maximize effectiveness. Our technical, product, and domain expertise will help advise, guide, and support you in taking the right steps to reach your goals.

Getting Started Is Easy

Oracle Support Portal screenshot

Using Oracle’s support portal, you can ask technical and nontechnical 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.


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 from Oracle University

Start learning for free with Oracle Learning Explorer

Education is key to your cloud success. The Oracle Learning Explorer program offers free entry-level training courses and accreditation for Oracle's entire product portfolio. It was designed to empower professionals across the globe to begin cultivating valuable IT skills.

Advance your skills with Oracle Learning Subscriptions

Oracle Learning Subscriptions are an ideal way for implementers, administrators, and core functional team members to learn about your Oracle Cloud applications. Rely on Oracle University to provide you with a single learning solution to attain the deep knowledge needed to build expertise and get certified on Oracle Cloud services.

Accelerate SaaS adoption with Oracle Guided Learning

Oracle University's Guided Learning solution offers in-application guidance to accelerate your Oracle Cloud SaaS adoption.

Confidently transition your workforce to the cloud. Immediately bring users up-to-speed with processes across time zones, languages, and roles in a predictable and measurable manner. Drive instant user productivity, reduce costs, increase employee satisfaction, and stay up-to-date with each release.