Oracle Cloud Infrastructure
Incident Management & escalation - Standard Process
For OCI incidents (outages, planned/unplanned downtime), general support and
escalations, a standard process (in escalation order of below) must be adhered to.
1.Oracle Cloud Support - https://support.oracle.com
Log a Service Request (SR) using your OCI CSI (Customer Support ID), ensuring you are in Cloud Support (not My Oracle Support).
Using Oracle support for the First Time using the customer Support ID
https://docs.cloud.oracle.com/en-us/iaas/Content/GSG/Tasks/usingsupportfirsttime.htm#Using_Oracle_Support_for_the_First_Time
Logging a ticket from inside OCI console https://docs.cloud.oracle.com/en-us/iaas/Content/GSG/Tasks/contactingsupport.htm
Don’t be afraid to assign as Severity 1 or 2 to help get expedited service/attention
Regularly keep your SRs up-to-date (SRs can self-close in 5 days if left unattended)
2.Request Management Attention on an SR (if needed)
How To Request Management Attention on a Service Request (SR) with Oracle Support Services (Doc ID 199389.1)
Request Duty Manager attention – call 0870 4000900
3.Oracle Solutions Consulting (if 1 & 2 above are “failing”)
Get access/help from product specialists by contacting your OCI Account team.
4.Contact your Technical Account Management (if 1, 2 & 3 above are “failing”)
Ensure you have the following available :
Cloud Services Account Name:
Customer Account:
OCID:
Order ID
Subscription ID:
CSI Number:
Home Region:
Identity Domain:
