Ver. 2.

Calling Oracle Support

How the customer menu works? New calls – Technical requests

Oracle
Oracle
Support
Supportphone
phone
1 Call your local Support number numbers
numbers

Language
24x7 Local Y selection
Telephony system evaluates business hours * Language Business
2 Based on the origin of the call the telephony system verifies the local
hours of operation for the customer and provides country-specific
support? N Hours? N
Only English
language options Y
English or
*Oracle offers 24x7 support in a limited number of languages other than 24x7 language
English

Select your preferred language **

3 Note that languages vary by country (language support may be
English or
Language(s)
available only during local business hours)

**Language options are country-specific and may include multiple local

languages
Monitoring: Menu change:
Greeting: “Thank “Your call may be “Listen carefully
Telephony system plays greeting prompts
4 Customer will hear different information in the menu or greeting
you for calling
Oracle Support”
monitored for
quality (Optional)
as our menu
options have
indicating call is now in Oracle Support menu assurance” changed”

Select 2 in the menu for New Service Request

5 Customer will hear 2 options, option 2 is for new Service Requests
1 – For Existing
SR
2 – For new SR
that are both Technical and Non-Technical

Select the area for the New Service Request

Customer will hear 3 options, 1 for Engineered Systems which include
6 Exadata/Exalogic, SuperCluster, Database Appliance, Exalytics or any
1 – Engineered
Systems Support
2 – For Software
Support
3 – For Sun
Hardware & OS
4 – For Oracle
Cloud Support
other Oracle integrated machine; 2 for all Oracle Software issues; 3
for any Systems, OS, Hardware, controllers; or 4 for Oracle Cloud

Select New Technical Service Request

7 Customer will select option 1 for the creation of a new technical 1 – Technical SR
2 – Non Technical
SR
3 – CRMOD
request

Sun Hardware & OS***

Enter CSI
Enter the digits of the CSI (Support Identifier) followed by “#”
8 Customer will enter all the digits of the support identifier, the phone
system will validate the support identifier. Y
Customer has 3 attempts to enter the correct valid support identifier
Validation: “Wait Invalid: “CSI is
***For Sun Hardware & OS new technical calls, the Support agent CSI Tries
while we validate expired or not
performs manual entitlement to check for either a Support Identifier or a Valid? N <3
your CSI” found”
Serial number

Y N

A Support Representative is assigned To Support Agent

To Support Agent
9 The call is assigned to the next representative to assist with the
creation of the Service Request or perform manual entitlement of the For Technical SR for manual
customer
customer’s CSI Creation
entitlement
 Ver. 2.0

Calling Oracle Support

How the customer menu works? New calls – Oracle Cloud requests

Oracle
Oracle
Support
Supportphone
phone
1 Call your local Support number numbers
numbers

Language
24x7 Local Y selection
Telephony system evaluates business hours * Language Business
2 Based on the origin of the call the telephony system verifies the local
hours of operation for the customer and provides country-specific
support? N Hours? N
Only English
language options Y
English or
*Oracle offers 24x7 support in a limited number of languages other than 24x7 language
English

Select your preferred language **

3 Note that languages vary by country (language support may be
English or
Language(s)
available only during local business hours)

**Language options are country-specific and may include multiple local

languages
Monitoring: Menu change:
Greeting: “Thank “Your call may be “Listen carefully
Telephony system plays greeting prompts
4 Customer will hear different information in the menu or greeting
you for calling
Oracle Support”
monitored for
quality (Optional)
as our menu
options have
indicating call is now in Oracle Support menu assurance” changed”

Select 2 in the menu for New Service Request

5 Customer will hear 2 options, option 2 is for new Service Requests
1 – For Existing
SR
2 – For new SR
that are both Technical and Non-Technical

Select the area for the New Service Request

Customer will hear 3 options, 1 for Engineered Systems which include
6 Exadata/Exalogic, SuperCluster, Database Appliance, Exalytics or any
1 – Engineered
Systems Support
2 – For Software
Support
3 – For Sun
Hardware & OS
4 – For Oracle
Cloud Support
other Oracle integrated machine; 2 for all Oracle Software issues; 3
for any Systems, OS, Hardware, controllers; or 4 for Oracle Cloud

Select Service and Functional issues

7 Customer will select option 1 to report any issues related with the
1 – Service and
Functional SR
2 – Non Technical
SR
service itself or functional problems

Enter CSI
Enter the digits of the CSI (Support Identifier) followed by “#”
8 Customer will enter all the digits of the support identifier, the phone
system will validate the support identifier. Y
Customer has 3 attempts to enter the correct valid support identifier
Validation: “Wait Invalid: “CSI is
CSI Tries
while we validate expired or not
Valid? N <3
your CSI” found”

Y N

A Support Representative is assigned To Support Agent

To Support Agent
9 The call is assigned to the next representative to assist with the
creation of the Service Request or perform manual entitlement of the For Cloud related for manual
customer
customer’s CSI SR creation
entitlement
 Ver. 2.0

Calling Oracle Support

How the customer menu works? New calls – Non Technical requests

Oracle
Oracle
Support
Supportphone
phone
1 Call your local Support number numbers
numbers

Language
Telephony system evaluates business hours * 24x7 Local Y selection
2 Based on the origin of the call the telephony system verifies the local
hours of operation for the customer and provides country-specific
Language
support? N
Business
Hours? N
language options Only English
Y
English or
*Oracle offers 24x7 support in a limited number of languages other than 24x7 language
English

Select your preferred language **

3 Note that languages vary by country (language support may be English or
available only during local business hours) Language(s)

**Language options are country-specific and may include multiple local

languages

Monitoring: Menu change:

Telephony system plays greeting prompts Greeting: “Thank “Your call may be “Listen carefully
4 Customer will hear different information in the menu or greeting you for calling
Oracle Support”
monitored for
quality (Optional)
as our menu
options have
indicating call is now in Oracle Support menu
assurance” changed”

Select 2 in the menu for New Service Request

5 Customer will hear 2 options, option 2 is for new Service Requests
1 – For Existing
SR
2 – For new SR
that are both Technical and Non-Technical

Select the nature for the New Service Request

Customer will hear 3 options, 1 for Engineered Systems which include
6 Exadata/Exalogic, SuperCluster, Database Appliance, Exalytics or any
1 – Engineered
Systems Support
2 – For Software
Support
3 – For Sun
Hardware & OS
4 – For Oracle
Cloud Support
other Oracle integrated machine; 2 for all Oracle Software issues; 3
for any Systems, OS, Hardware, controllers; or 4 for Oracle Cloud

Select Non-Technical Service Request (No CSI –

Support Identifier is needed)
7 Customer will select Non-technical calls for issues with My Oracle 1 – Technical SR
2 – Non Technical
SR
3 – CRMOD
Support (MOS), Entitlement (CSI and Serial numbers) and other non
technical questions

A Support Representative is assigned To Support Agent

8 The call is assigned to the next representative to assist with the
creation of the Service Request or assist the customer with the
For Non-
Technical SR
entitlement or other non-technical request Creation
 Ver. 2.0

Calling Oracle Support

How the customer menu works? Callbacks – Talk to owning Engineer

Oracle
Oracle
Support
Supportphone
phone
1 Call your local Support number numbers
numbers

Telephony system evaluates business hours * Language

24x7 Local Y
2 Based on the origin of the call the telephony system verifies the local
hours of operation for the customer and provides country-specific
Language Business
selection

support? N Hours? N
language options
Only English
Y
*Oracle offers 24x7 support in a limited number of languages other than English or
English 24x7 language

Select your preferred language **

3 Note that languages vary by country (language support may be English or
Language(s)
available only during local business hours)

**Language options are country-specific and may include multiple local

languages
Monitoring: Menu change:
Greeting: “Thank “Your call may be “Listen carefully
Telephony system plays greeting prompts
4 Customer will hear different information in the menu or greeting
you for calling
Oracle Support”
monitored for
quality (Optional)
as our menu
options have
indicating call is now in Oracle Support menu assurance” changed”

Select 1 in the menu for an Existing Service Request

5 Customer will hear 2 options, option 1 is for existing Service Requests.
Use this option to talk to the owner of your SR, escalate your SR or
1 – For Existing
SR
2 – For new SR
provide/request a status on an SR (Technical or Non-Technical

Enter SR
Enter digits of Service Request & confirm entry *** followed by “#”
6 Phone system will ask customer to enter and confirm SR number
(must enter ALL digits before and after “3-“); then SR is validated as
existing & open Service Request. Y
Customer will have 3 times to enter a valid SR number
Validation: “Wait
Invalid: “SR was
*** If the telephony system has difficulties searching the service while we locate SR Tries
N not found or is
request, the customer may be asked to select the service request product your Service Valid? <3
closed”
area Request”
Y
Select 1 in menu to speak to the Engineer that owns N
the SR
Technical engineers only own SRs in English and a few additional
7 languages. The majority of translation SRs are owned by translating
1 – Talk to the
owner
2 – Escalation
request
agents. Make sure to use the translation SR to speak with an agent in
the local language otherwise the customer call may be answered in
English by Technical engineer.
Owner
SR Owner
available Y
Telephony system checks availability of owner
If the engineer who owns the SR is available the call is routed to the
8 engineer; else the customer has the option to leave a voice mail for N
1 – Leave a
voicemail
SR Owner
voicemail
the owner of the SR or request any available agent for immediate
assistance N 2 – Next agent

A Support Representative is assigned

To Support Agent To Support Agent
The call is assigned to the next representative to assist the customer
9 with his callback.
to update SR or
request follow up
to assist with SR
or creation of
If the Service request is closed or not found, call is sent to a
plan new one
representative to further assist customer
 Ver. 2.0

Calling Oracle Support

How the customer menu works?
Callbacks – Escalation request

Oracle
Oracle
Support
Supportphone
phone
1 Call your local Support number numbers
numbers

Language
Telephony system evaluates business hours * 24x7 Local Y selection
2 Based on the origin of the call the telephony system verifies the local
hours of operation for the customer and provides country-specific
Language
support? N
Business
Hours? N
language options Only English
Y
English or
*Oracle offers 24x7 support in a limited number of languages other than
24x7 language
English

Select your preferred language **

3 Note that languages vary by country (language support may be
English or
Language(s)
available only during local business hours)

**Language options are country-specific and may include multiple local

languages
Monitoring: Menu change:
Greeting: “Thank “Your call may be “Listen carefully
Telephony system plays greeting prompts
4 Customer will hear different information in the menu or greeting
you for calling
Oracle Support”
monitored for
quality (Optional)
as our menu
options have
indicating call is now in Oracle Support menu assurance” changed”

Select 1 in the menu for an Existing Service Request

5 Customer will hear 2 options, option 1 is for existing Service Requests.
Use this option to talk to the owner of your SR, escalate your SR or
1 – For Existing
SR
2 – For new SR
provide/request a status on an SR (Technical or Non-Technical

Enter digits of Service Request & confirm entry *** Enter SR

6 Phone system will ask customer to enter and confirm SR number
followed by “#”
(must enter ALL digits before and after “3-“); then SR is validated as Y
existing & open Service Request.
Customer will have 3 times to enter a valid SR number Validation: “Wait
Invalid: “SR was
while we locate SR Tries
N not found or is
*** If the telephony system has difficulties searching the service your Service Valid? <3
closed”
request, the customer may be asked to select the service request product Request”
area Y Field N
service
N Y
Select menu option to initiate escalation
7 request****
After the SR has been validated, customer has the option to request
1 – Talk to the
owner
2 – Escalation
request
an escalation of his Service Request, select option 2 to escalate

**** If the Service Request has been dispatched for field service. The
2 – Field delivery 3 – Escalation
option 2 to request escalation becomes 3 as an additional menu
dispatcher request
selection to speak to a dispatch agent becomes available

A Support Representative is assigned To Support Agent

The call is assigned to the next representative to assist the customer To Support Agent
8 with his escalation request. for escalation
assistance
to assist with SR
or creation of
If the Service request is closed or not found, call is sent to a new one
representative to further assist customer
 Ver. 2.0

Calling Oracle Support

How the customer menu works?
Callbacks – Dispatch & Field engagements

Oracle
Oracle
Support
Supportphone
phone
1 Call your local Support number numbers
numbers

Language
Telephony system evaluates business hours * 24x7 Local Y selection
2 Based on the origin of the call the telephony system verifies the local
hours of operation for the customer and provides country-specific
Language
support? N
Business
Hours? N
language options Only English
Y
English or
*Oracle offers 24x7 support in a limited number of languages other than
24x7 language
English

Select your preferred language **

3 Note that languages vary by country (language support may be English or
Language(s)
available only during local business hours)

**Language options are country-specific and may include multiple local

languages
Monitoring: Menu change:
Greeting: “Thank “Your call may be “Listen carefully
Telephony system plays greeting prompts you for calling monitored for as our menu
4 Customer will hear different information in the menu or greeting Oracle Support” quality (Optional) options have
indicating call is now in Oracle Support menu assurance” changed”

Select 1 in the menu for an Existing Service Request

5 Customer will hear 2 options, option 1 is for existing Service Requests.
Use this option to talk to the owner of your SR, escalate your SR or
1 – For Existing
SR
2 – For new SR
provide/request a status on an SR (Technical or Non-Technical

Enter SR
followed by “#”
Enter digits of Service Request & confirm entry ***
6 Phone system will ask customer to enter and confirm SR number
(must enter ALL digits before and after “3-“); then SR is validated as Y
existing & open Service Request.
Customer will have 3 times to enter a valid SR number Validation: “Wait
Invalid: “SR was
while we locate SR Tries
N not found or is
your Service Valid? <3
*** If the telephony system has difficulties searching the service closed”
Request”
request, the customer may be asked to select the service request product
area Y
N

Select 2 in menu to request a Dispatch agent to

check on the status of a field engagement or part 1 – Talk to the 2 – Field Delivery 3 – Escalation
7 You will need a Service Request that has been dispatched to field
service. You will need to arrange this with the engineer who owns
owner Dispatch request

your SR or a support representative, otherwise this menu option is

not offered

A Dispatch Representative is assigned To Dispatcher To Support Agent

The call is assigned to the Systems/HW Dispatch representative to Agent to assist with SR
8 assist the customer with his request. For assistance
with Field task or
or creation of
If the SR is not found or does not have a task created the call is routed new one
to a service representative for further assistance. part order