Important Phone Numbers

Oracle Support (US) 800-223-1711

Oracle Support (Germany) 0180.2000.170

Oracle Customer Care 800-645-3509

Support Sales 800-833-3536

Oracle Sales Department 800-ORACLE1

Oracle Magazine Subscriptions 650-506-9182

PRN (Partner Resource Network) 800-323-7355

Oracle Consulting Services 888-283-0591

Oracle University 800-633-0575

International Oracle Users Group (IOUG) HQ 312-245-1579

Oracle Application Users Group (OAUG) 404-240-0897

Useful Oracle Web Sites

Oracle Corporation Home Page
[http://www.oracle.com](http://www.oracle.com/)

Oracle Support Services <http://www.oracle.com/support>

Web-based Customer Support (MetaLink)
[http://metalink.oracle.com](http://metalink.oracle.com/)

Oracle University <http://www.oracle.com/education>

Oracle Store
[http://oraclestore.oracle.com](http://oraclestore.oracle.com/)

Oracle Consulting <http://www.oracle.com/consulting>

International Oracle Users Group
[http://www.ioug.org](http://www.ioug.org/)

Oracle Development Tools User Group
[http://www.odtug.com](http://www.odtug.com/)

Oracle Applications Users Group
[http://www.oaug.org](http://www.oaug.org/)

Oracle AppsWorld <http://www.oracle.com/appsworld>

OracleWorld <http://www.oracle.com/oracleworld>

Oracle Magazine [http://www.oramag.com](http://www.oramag.com/)

Important Definitions for Support Activities

**[CSI Number]{.underline}** - *CPU Support Identification Number* - The
CSI number references your support maintenance level and its duration,
CPU, and all other information relevant to the Technical Contact, such
as installed-at location, billing address, licenses and platform.
Without a valid, supported CSI number, Oracle cannot provide support.

**[iTAR]{.underline}** - Technical Assistance Request - A request by a
supported client for help with a technical or non-technical problem.
Each iTAR is assigned a unique number *(iTARs are also referred to as
TARs or Service Requests)*

**[Severity Levels]{.underline}** - Describes the level of impact an
iTAR has on the customer's business, and defines the resources to be
engaged by both parties as well as the rules of engagement for the
resolution of the iTAR.

Sev 1: Problem or product defect causes complete loss of service,
regardless of the customer environment, and work cannot reasonably
continue

Sev 2: Severe loss of service, no acceptable workaround; however,
operation can continue in a restricted fashion

Sev 3: Minor loss of service, impact is an inconvenience which may
require a workaround to restore functionality

Sev 4: No loss of service, minor error that does not impede operation of
system

For more complete severity level definitions, please see

<http://www.oracle.com/support/policies.html>

Oracle Support recommends using iTAR (logging a Technical Assistance
Request on MetaLink) for all issues including Sev 1's. The severity will
be determined by the system, based on the answers to a series of
questions. If the issue is critical and urgent, we encourage you to
follow up with a phone call to request immediate attention. Also note
that Sev 1's require a 24X7 commitment from the customer.

**[Oracle MetaLink]{.underline}** - Provides Oracle Product Support
customers access to OSS (Oracle Support Services) and technical
information via the web. MetaLink serves two important functions:

-   Your portal to our Global Knowledge Base complete with answers to
    known problems and previously asked questions. Includes product
    alerts, de-support notices, step-by-step installation instructions,
    white papers, product documentation, search engines, iTAR and bug
    query and much more.

Important Definitions for Support Activities -- cont:

-   The tool is used to facilitate and track communication between you
    and OSS analysts. You can initiate requests for help, track progress
    on those requests, read recommendations from the OSS analyst working
    on a request, and run reports of iTAR activity.

Access Oracle MetaLink at:

[http://metalink.oracle.com](http://metalink.oracle.com/)

<http://www.oracle.com/support>

Using Oracle Support Services (OSS)

## If I want to log an iTAR, what information is necessary?

1.  The relevant customer CSI number

2.  Area Code and phone number

3.  Software release levels of the operating system and all Oracle
    components

4.  A description of the business impact to help determine the severity

5.  A detailed description of the problem, including copies of session
    logs, trace files, or other diagnostic information

## When should I contact Customer Service?

1.  To obtain Product Version Updates

2.  To resolve problems with Product Shipments

3.  To inquire about Product Availability or specific Account
    Information

4.  To obtain a CSI Report or Licensing Information

5.  To update Address & Contact Information

6.  To obtain training on Oracles' Electronic Services including
    MetaLink & Oracle Store

7.  To inquire about the best practices to use in working effectively
    with Oracle Support

To reach the group, dial the Oracle Customer Service number and select
the "Other Customer Issues' option; or log an iTAR in MetaLink and
select the appropriate non-technical problem type from the drop down
menu in step 2 of the iTAR creation process. The iTAR is not created
until a TAR number has been assigned.

## See also "How to Log a Non-Technical iTAR"

## How do I report bugs to Oracle Development?

Oracle Support is your link to Oracle Development. The Technical Support
Analyst will convey the details of the bug to the appropriate Oracle
Product Development team and attempt to offer you a suggestion or
workaround to circumvent the issue.

*All technical correspondence and/or documentation regarding the iTAR or
Bug should be coordinated by the Technical Support Analyst.*

## What should I do to prepare for reporting a problem or bug?

Some good questions to ask yourself before logging an iTAR to file a bug
are:

1.  Is the problem reproducible?

2.  Has the errant behavior occurred consistently in your application?

3.  If not, what has changed since the last time that it worked?

4.  Does the situation change if you remove this newly added
    functionality?

5.  Do you still have a copy of the previously working version to
    compare?

6.  Did this functionality work in a previous version of the product?

## When should I use the TAR escalation process?

The TAR Escalation Process is in place to assist our customers who are
not satisfied with the resolution or response to an iTAR. You can work
with the appropriate Technical Support Analyst for iTAR escalations.

## How do I use the Duty Manager TAR escalation process?

-   Call an analyst to request escalation of an iTAR. NOTE that **you
    must speak with an analyst** -- it is not sufficient to leave a
    message.

-   The analyst will page the appropriate Duty Manager who will call you
    within 30 minutes of the request. The manager will listen to your
    issue and work with you to create an acceptable resolution plan.

-   The manager will document the conversation and the plan in the iTAR.

-   The manager will follow up to ensure the plan is followed and/or
    reset the customer's expectations.

-   The escalation is owned by the manager who contacted the customer
    until the issue is resolved or escalated to a higher management
    level.

Using Oracle Support Services (cont.)

## What are some best practices for effectively utilizing the TAR escalation process?

-   Update the iTAR to say you called to request the duty manager.

-   Escalate in a timely manner

-   Provide reasons for the escalation in business terms

-   Agree on an acceptable plan to resolve the issue

## What is the difference between raising the severity and escalating?

Escalating an issue brings management attention to it, and when
appropriate, more resources. This does not automatically mean that the
severity level of the iTAR will be changed. If the severity level of the
iTAR becomes inappropriate over time, it may be adjusted in the same
manner it was originally established, by mutual agreement between the
Technical Support Analyst and the customer.

Recommended Reading List from Oracle Press

"The only Oracle-authorized guides available! Get the most complete
information on Oracle\'s #1 line of e-business and database
technologies."

Please visit: <http://shop.osborne.com/cgi-bin/oraclepress/>

Oracle Support Services Offering Summary

Oracle Support Services offers a comprehensive portfolio of focused
services that support the IT infrastructure your organization needs to
meet the demands of e-business. The following is a summary of the
services provided. For more detailed information on these services,
please refer to our web site:
[www.oracle.com/support/](http://www.oracle.com/support/)

**[Updates Subscription Service]{.underline}**

-   Annual subscription service with rights to Oracle product upgrades,
    maintenance releases and patches released during the subscription
    period.

-   Oracle MetaLink's rich, web-based technical resources. Note: The
    ability to log and track Service Requests or iTARs is NOT included
    in this service.

-   Purchase of the Updates Subscription Service is a prerequisite for
    all other Oracle Support Services.

    **[Product Support]{.underline}**

-   24x7 problem diagnosis and resolution through web and telephone
    access to Oracle technical information and Oracle analysts.

-   Rich web-based technical resources and the ability to log and track
    Service Requests or iTARs - using OracleMetaLink.

-   Access to non-technical customer service during normal business
    hours.

**[Advanced Product Services]{.underline}** (APS) deliver expert
services to help you manage and maintain your Oracle environments,
allowing for more proactive service and problem avoidance. APS let you
plan for system maintenance and enhancements, helping your organization
to not only prevent problems but also to minimize risk. APS will not
only improve the performance of your system, but also help you serve
your customers more effectively. Oracle offers the following Advanced
Product Services:

-   **Assisted Services-** Customized assistance for support,
    enhancements, and improving processes

-   **Technical Assessments-** Configuration and performance analysis
    with focused service delivery reviews

-   **Business Critical Assistance-** Additional services for
    personalized support and proactive recommendations

-   **Solution Support Center-** A combination of reactive and proactive
    support service

**[Outsourcing Services]{.underline}**: Let Oracle manage and maintain
your Oracle software so you can focus on strategic business priorities.
When we manage your Oracle software, you can save up to 50% on IT
management costs, more accurately forecast spending, and focus your IT
professionals on helping improve the bottom line. Since we develop and
support the software, we are able to help you achieve 50% faster problem
resolution compared to customers who manage Oracle software themselves.

Tips for Efficient Use of Oracle Support Services

## Twelve Tips to our customers for getting better support from OSS

1.  **Be prepared** to have access to ALL information that a Technical
    Support Analyst might need to help in resolving your issue,
    including: the appropriate CSI number, phone numbers of affected
    and/or interested individuals within your organization, plus
    pertinent contract information.

2.  **Identify** the problem area precisely and attempt to isolate the
    issue to a specific group of Oracle products and operating system
    configurations, i.e. RDBMS, Tools, Applications, UNIX, Desktop,
    Midrange, etc.

3.  **Create** a brief subject statement summarizing your request which
    includes the essence: 1. The Object -- this defines what part of
    Oracle is problematic. 2. The Defect -- this describes the
    associated anomaly or ill behavior of the object.

4.  **Decide** upon a Severity Level (1-4) to be assigned to the issue
    based on a reasonable analysis of the business impact.

5.  **Keep** your implementation configuration information easily
    accessible to the Technical Support Analyst at all times.

6.  **Complete** the templates in MetaLink thoroughly. The answers to
    the questions will be needed. Sooner is better.

7.  **Include** all information. Details of the environment, steps taken
    prior to logging the iTAR. More information is better.

8.  **Provide** any error messages and symptoms that may allow the
    Technical Support analyst to resolve your issue quickly. Also,
    attach any pertinent error logs, alert logs and trace files to your
    initial iTAR.

9.  **Provide** test cases if at all possible, so Oracle can recreate
    the problem if required.

10. **Always** refer to your issue by referencing the assigned iTAR
    number and keep an active list of all your currently open iTARs.

11. **Keep** track of your technical issues in MetaLink. Whenever
    possible, use MetaLink to log, track and **[update]{.underline}**
    your issues. This allows for more effective information transfer and
    more efficient iTAR resolution.

12. **Ensure** that all relevant individuals within your organization
    are available for immediate consultation when you contact the
    Support Analyst.

How to Log a Non-Technical iTAR

-   Log in to MetaLink and Select TARs from the menu.

-   Select \<Create a TAR\>.

-   Enter TAR header information manually or select a TAR profile to
    enter the information automatically and select \<Continue\>.

-   Select \<Order Product Updates\> or choose any other appropriate
    non-product related options from the drop down list in the \<Type of
    Problem\> field.

-   Enter a one-sentence description of the problem in the **Subject
    Statement** field and select \<Continue\>.

-   The system will return a list of knowledge base documents that may
    assist in solving the problem as if this were a technical iTAR -
    disregard and select \<Continue with TAR creation\>.

-   Enter the details of the problem and answer the series of online
    questions as required.

-   When you have finished answering all the questions, select
    \<Continue\> to verify the iTAR information.

-   Use the back button to make any changes.

-   Click the \<Open TAR\> button. The TAR Confirmation/Create a TAR
    message is displayed - please note the iTAR number.

How to Learn More

Register for a Free Online Seminar: Working Effectively with Support
Seminar

<http://www.oracle.com/start/metalink/evite.html>

Review the MetaLink Features List

http://www.oracle.com/support/metalink