Learn how to get information and support for Oracle Database@AWS.
Oracle Support Scope and Contact Information
Oracle Cloud Support is the first line of support for all Oracle Database@AWS questions. To contact support, sign in to the OCI
Console, then select the life raft icon. See My Oracle Cloud Support Accounts and Access in this topic if you don't have a My Oracle Cloud Support account.
Examples of issues that Oracle Support can help you with include:
Database connection issues (Oracle TNS)
Oracle Database performance issues
Oracle Database error resolution
Networking issues related to communications with the OCI tenancy associated with the service
Scaling to add more compute and storage capacity to your Oracle Database infrastructure
New generation hardware upgrades
Billing issues
If you need to contact Oracle Support outside of the OCI
Console, be sure to tell your Oracle Support agent that your issue is related to Oracle Database@AWS, as support requests for this service are handled by an OCI support team that specializes with these deployments. A member of this team will contact you directly.
Call 1-800-223-1711. If you are outside of the United States, visit Oracle Support Contacts Global Directory to find contact information for your country or region.
Choose option "2" to open a new Service Request (SR).
Choose option "4" for "unsure".
Let the agent know that you have an issue with your multicloud system, and the name of the product. An internal Service Request will be opened on your behalf and an OCI support engineer will contact you directly.
You can also submit a question to the Multicloud forum in Oracle's Cloud Customer Connect community. This option is available to all customers.
My Oracle Cloud Support Accounts and Access 🔗
To create My Oracle Cloud Support service request tickets, you need to be approved by the administrator of your organization's Oracle Database@AWS service. If you're the Oracle Database@AWS administrator, complete the My Oracle Cloud Support onboarding instructions included in the Oracle Database@AWS service activation email. You can also find instructions for onboarding with My Oracle Cloud Support in the following topics:
AWS Support is your first line of support for all AWS-related issues and questions. Create an AWS support case for your issue, as you do with other AWS services. The AWS support team collaborates with OCI Support as needed.
Examples of Oracle Database@AWS issues that AWS Support can help you with include:
Virtual networking issues including those involving network address translation (NAT), firewalls, DNS and traffic management, and AWS subnets.
Bastion and virtual machine (VM) issues including database host connection, software installation, latency, and host performance.
Exadata VM cluster metrics reporting within the AWS Monitoring and Observability service.
If you have questions about Oracle Database@AWS Service Level Agreements (SLAs), or want to request service credits for SLA breaches, contact your Oracle account manager. See Service Level Agreements for more information.