Oracle Cloud Infrastructure Documentation

Getting Help and Contacting Support

When using Oracle Cloud Infrastructure, there are times when you need to obtain help from the community, or to talk to someone in Oracle support. This topic helps you to understand these options.

1. Use a search engine

If it is a common issue, 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

Note

This option is available to paid accounts. 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 will not be 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 go to My Oracle Support and create a service request.

In addition to support for technical issues, use My Oracle Support 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
Important

Before you can create a service request for Oracle Cloud Infrastructure, you must have an oracle.com account and you must register your Oracle Cloud Infrastructure CSI with My Oracle Support. See Using My Oracle Support for the First Time for details.

Creating a Service Request

To create a service request:

  1. Go to My Oracle Support and sign in.

    If you are not signed in to Oracle Cloud Support, click Switch to Cloud Support at the top of the page.

  2. Click Create Service Request.
  3. Select the following from the displayed menus:
    • Service Type: Select Oracle Cloud Infrastructure from the list.

    • Service Name: Select the appropriate option for your organization.
    • Problem Type: Select your problem type from the list.

  4. Enter your contact information.
  5. Enter a Description, and then enter the required fields specific to your issue. For most Oracle Cloud Infrastructure issues you need to include the OCID (Oracle Cloud Identifier) for each resource you need help with. See Locating Oracle Cloud Infrastructure IDs for instructions on locating these.

For help with any of the general fields in the service request or for information on managing your service requests, click Help at the top of the Oracle Cloud Support page.

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

Using My Oracle Support for the First Time

Before you can create service requests with My Oracle Support, you need to have an Oracle Single Sign On (SSO) account and you need to register your Customer Support Identifier (CSI) with My Oracle Support.

Tip

Before you begin this procedure, have your CSI number available (see Finding Your Customer Support Identifier (CSI)).

To request an SSO account and register with My Oracle Support
If you have previously registered, but need to add the CSI for Oracle Cloud Infrastructure

For more information about signing in and using My Oracle Support, see Registration, Sign In, and Accessibility Options in My Oracle Support Help.