Oracle Customer Support Page 12
Calling Oracle Support
If you choose to call us regarding a new SR, a support engineer will create an SR for your technical issue
and assign it to a technical engineer. An individual who provides technical support for your product will
then contact you.
For cloud customers calling to report a technical issue:
The customer contact calling in will be asked to identify themselves, and they will need to be an
approved user under their company SI before the SR can be created.
Additionally, the customer contact calling in will be sent an email or text message asking them to log
into the customer portal and approve the request before the SR can be worked by Oracle Support
For technical issues of an urgent nature, you can either use MOS to submit a Severity 1 SR or you can call
Oracle Support. The support hotline for your country or region can be found in the Oracle Support
Contacts Global Directory.
The US toll free number is 1-800-223-1711.
When you call, you will be asked to identify yourself and state the product line you are inquiring about.
Oracle Customer Satisfaction Survey Program
As part of our goal to achieve industry-leading customer satisfaction, Oracle is dedicated to improving the quality
of the support that you receive. To this end, we regularly conduct customer surveys to learn about your
experiences with Oracle support services. Our Customer Satisfaction Survey Program is one of the primary
methods we use to measure success and drive quality-related initiatives within our Global Customer Support
organization.
Oracle will begin administering the Customer Satisfaction Survey Program to our customers who close service
requests. If you are invited to participate in the survey program, you will receive an invitation e-mail with a subject
line that reads: Oracle Wants Your Feedback for Service Request.
We thank you in advance for taking a few moments to provide your feedback if contacted; this direct input is vital
to helping us improve our support delivery and issue resolution processes. Also, please note that Oracle will ensure
the confidentiality of your information in accordance with Oracle’s privacy policies.
Additional Questions?
We urge you to register for MOS today. Familiarizing yourself with the MOS site will make your transition to Oracle
Support services easier, faster, and help us serve you better.
We are eager to assist you in any way possible and your feedback is invaluable and integral to our success. Please
contact Oracle Support if you need any assistance, the support hotline for your country or region can be found in
the Oracle Support Contacts Global Directory.