Getting Help and Contacting Support

When using Oracle Cloud Infrastructure, sometimes you need to get help from the community or to talk to someone in Oracle support. This topic provides more information about accessing these tools.

1. Use a search engine

For common issues, someone else has likely asked this question in the past. You can use scoped search to look for answers in our documentation and our forum platforms – Cloud Customer Connect and Stack Overflow. To perform a scoped search, go to your favorite search engine and specify the site URLs along with your specific search terms, as follows:

<Your Search Terms> (site:docs.cloud.oracle.com/iaas OR site:cloudcustomerconnect.oracle.com OR site:stackoverflow.com)

2. Post a question to our forums

If you can't find an answer to your question through search, submit a new question to one of the forums we support. This option is available to all customers.

Cloud Customer Connect

For any issue related to Oracle Cloud Infrastructure, including provisioning of new resources, console issues, identity, networking, documentation, storage, database, Edge services, or other solutions, you can post a new question to our Cloud Customer Connect at:

https://cloudcustomerconnect.oracle.com/resources/9c8fa8f96f/summary

Stack Overflow

If you are creating an application that integrates with Oracle Cloud Infrastructure APIs, endpoints, or services, you can also use Stack Overflow forums for development-related questions. Tag your questions with oracle-cloud-infrastructure, as follows:

https://stackoverflow.com/questions/tagged/oracle-cloud-infrastructure

3. Open a support service request

This option is only available to paid accounts.

To open a support request for the first time, you must complete the steps outlined in the procedure Using Oracle Support for the First Time.

Note

Customers using only Always Free resources are not eligible for Oracle Support. Limited support is available to Free Tier accounts with Free Trial credits. After you use all of your credits or after your trial period ends (whichever comes first), you must upgrade to a paid account to access Oracle Support. If you choose not to upgrade and continue to use Always Free Services, you are not eligible to raise a service request in My Oracle Support.

If the preceding options did not resolve your issue and you need to talk to someone, you can create a support request. In addition to support for technical issues, you can open support requests if you need to:

  • Reset the password or unlock the account for the tenancy administrator
  • Add or change a tenancy administrator
  • Request a service limit increase

Creating a Service Request Using the Console

Warning

Avoid entering confidential information when assigning descriptions, tags, or friendly names to your cloud resources through the Oracle Cloud Infrastructure Console, API, or CLI.

To create a support request
To view all support requests
To add a comment to a support request
To close a support request

Creating a Service Request Using the API

For information about using the API and signing requests, see REST APIs and Security Credentials. For information about SDKs, see Software Development Kits and Command Line Interface.

Use the following APIs to manage support requests: 

Locating Oracle Cloud Infrastructure IDs

Use the following tips to help you locate identifiers you might be asked to provide.

Finding Your Customer Support Identifier (CSI)
Finding Your Tenancy OCID (Oracle Cloud Identifier)
Finding the OCID of a Compartment
Finding the OCID of a Resource
Finding Your opc-request-id in the Console