Support Request Management
Manage support requests.
You can perform the following support request management tasks:
Creating a Technical Support Request
After you submit the request, My Oracle Support reviews the request and, if your request is awarded, sends a confirmation email the address provided in the primary contact details. If Oracle requires more information about your request, then a follow-up email is sent to the address provided in the primary contact details.
Creating a Billing Support Request
Create a billing support request to address any issues with invoices, payments, subscriptions, and usage.
- Open the Help menu () or click the Support button (), and click Visit the Support Center.
- Click Create a Support Request. The Support Options page displays with the Technical Support tab selected.
- Click the Billing Support tab.
- Enter a title that summarizes the issue in the Billing Support Request Summary field. Avoid entering confidential information.
- Provide a brief overview of the issue in the Describe Your Issue field.
- Click Create Support Request.
After you submit the request, My Oracle Support reviews the request and, if your request is awarded, sends a confirmation email the address provided in the primary contact details. If Oracle requires more information about your request, then a follow-up email is sent to the address provided in the primary contact details.
Creating an Service Limit Increase Request
- Open the Help menu () or click the Support button (), and click Visit the Support Center.
- Click Create a Support Request. The Support Options page displays with the Technical Support tab selected.
- Click the Limit Increase tab.
- Select the appropriate category for your request from the Service Category menu.
- Select the appropriate resource from the Resource menu.
- (Optional) Click Additional Request to add other service categories and resources.
- Enter a reason for your request in the Reason for Request field. If your request is urgent or unusual, then provide details here.
- Click Create Support Request.
Creating a Support Request for a Specific Resource
For some services, you can create support requests for individual resources while viewing them in the Oracle Cloud Infrastructure Console. When you create a support request from the resource details page, the request automatically includes relevant details about the resource from the General Information section of the resource details page.
Requesting a Root Cause Analysis (RCA)
To request a root cause analysis for an outage, create a support request and include Root Cause Analysis (RCA) Request in the Issue Summary field.
Use the Oracle Cloud Infrastructure Status page to view the current status of services or to sign up for emails that notify you about outages.
Viewing Support Requests
Adding Comments and Attachments to a Support Request
Deleting Attachments from a Support Request
- Open the Help menu () or click the Support button (), and click Visit the Support Center.
- Click View All Support Requests in the Support section to list all your support requests. Focus your search by selecting a support request type, Technical, Billing, or Limits.
- Click the the next to the support request containing the attachment you want to delete.
- Click Delete to display the Delete attachment dialog box.
- Click the Go to My Oracle Support button to leave the Console and complete the delete attachment process.
Closing a Support Request
- Open the Help menu () or click the Support button (), and click Visit the Support Center.
- Click View All Support Requests in the Support section to list all your support requests. Narrow your search by selecting a support request type, Technical, Billing, or Limits.
- Click the name of the support request you want to close.
- Click Close Ticket to display the Close Ticket dialog box.
- Enter a reason for closing the request and click Close Ticket.
Reopening a Billing Support Request
- Open the Help menu () or click the Support button (), and click Visit the Support Center.
- Select Billing in the Support section to list all your billing support requests.
- Click the name of the closed billing support request you want to reopen.
- Click Reopen Ticket to display the Reopen Ticket dialog box.
- Enter a reason for reopening the request and click Reopen Ticket.
You can reopen only closed billing support requests. You can't reopen technical support or limit increase requests after they're closed.
Using the API to Manage Support Requests
For information about using the API and signing requests, see REST API documentation and Security Credentials. For information about SDKs, see SDKs and the CLI.
To manage support requests with the API, use the Support Management API.