Create Service Request to Oracle Support

Pre-requisites:
1. Approval from Customer and Project Manager
Get approval from Customer and Project Manager to create Service Request to Oracle Support.
2. Support Identifiers (SI)
You can get this Support Identifiers from Project Manager, Sales, or Customer.
3. Oracle user account
The registered email address of this user better have the same domain with the company name
which has the Support Identifiers. If the domain of this email address does NOT match with the
company name, the Service Request status will be in Oracle Pending Approval until there is a
written or email confirmation from the actual company. You can use the Customers Oracle user
account.
4. Problem summary
Ensure you have the problem details such as problem summary, error codes, product version,
operating system version, and problem type.

Create Service Request by Phone

1. Call (62-21) 2555 2010 to Indonesia Support Hotline, or (62-21) 2555 2168 to PT. Oracle
Indonesia.
2. Follow the auto machine answering until you can speak to their Support Engineer.
3. Ask them to help you in creating your Service Request.
4. Explain your problem summary.
5. Oracle Technical Engineer will contact you again to follow up your issue. You can follow up to
Oracle Indonesia Support Hotline to ask about your Service Request.

Create Service Request by My Oracle Support

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Go to https://support.oracle.com and log in.

Add Support Identifiers to request access.
Provide contact information.
Accept Terms of Use and submit.
Wait for the approval.
When approved, in the Service Request window, click Create SR.
Fill the required information.
You will be given a quick solution according to the problem you have entered.
If the given solution is not solving your issue, submit the Service Request and wait for the Oracle
Technical Engineer to contact you. You can follow up to Oracle Indonesia Support Hotline at (6221) 2555 2010 to ask about your Service Request.

Raise/Lower Severity
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Go to https://support.oracle.com and log in.

Go to Service Requests window.
Click Raise/Lower Severity.
Read the Technical Support Policy for the criteria of severity and click Agree. Below are the
criteria of each severity.
a. Severity 1
Your production use of the supported programs is stopped or so severely impacted that you
cannot reasonably continue work. You experience a complete loss of service. The operation is
mission critical to the business and the situation is an emergency. A Severity 1 service request
has one or more of the following characteristics:
Data corrupted
A critical documented function is not available
System hangs indefinitely, causing unacceptable or indefinite delays for resources or
response
System crashes, and crashes repeatedly after restart attempts
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity 1
service requests within one (1) hour. For response efforts associated with Oracle
Communications Network Software Premier Support, please see the Oracle Communications
Network Premier & Sustaining Support section above.
24 Hour Commitment to Severity 1 Service Requests for all supported Oracle programs, except as
otherwise specified herein: OSS will work 24x7 until the issue is resolved or as long as useful
progress can be made. You must provide OSS with a contact during this 24x7 period, either on
site or by phone, to assist with data gathering, testing, and applying fixes. You are requested to
propose this severity classification with great care, so that valid Severity 1 situations obtain the
necessary resource allocation from Oracle.

b. Severity 2
You experience a severe loss of service. Important features are unavailable with no acceptable
workaround; however, operations can continue in a restricted fashion.

c. Severity 3
You experience a minor loss of service. The impact is an inconvenience, which may require a
workaround to restore functionality

d. Severity 4
You request information, an enhancement, or documentation clarification regarding your
software but there is no impact on the operation of the software. You experience no loss of
service. The result does not impede the operation of a system.

Close Service Request

1. Go to https://support.oracle.com and log in.
2. In the Service Requests window, click Close SR.
3. Select a reason for closing the Service Request, enter details in the Update Detail box, and then
click Apply.