Oracle Database@Azure Support Information
Learn how to get information and support for Oracle Database@Azure.
Oracle Support Scope and Contact Information
Oracle Cloud Support is the first line of support for all Oracle Database@Azure questions. To contact support, sign in to the OCI Console, then click the life raft icon. My Oracle Support Accounts and Access in this topic if you don't have a My Oracle Support (MOS) 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
- Quota (limits) increases to receive more capacity (see Requesting a Limit Increase for Database Resources for details)
- 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@Azure, 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.
My Oracle 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@Azure service. If you are the Oracle Database@Azure administrator, complete the support onboarding instructions included in the Oracle Database@Azure service activation email. You can also find instructions for onboarding with My Oracle Cloud Support in the following topics:
For instructions on approving users to open MOS support requests, see Administrator Tasks for Support.
Azure Support Scope and Contact Information
Azure Support is your first line of support for all Azure related issues and questions. Get help in the Help + support section of the Azure portal. Create an Azure support request for your issue, as you do with other Azure services. The Azure support team collaborates with OCI Support as needed.
Examples of Oracle Database@Azure issues that Azure Support can help you with include:
- Virtual networking issues including those involving network address translation (NAT), firewalls, DNS and traffic management, and delegated Azure subnets.
- Bastion and virtual machine (VM) issues including database host connection, software installation, latency, and host performance.
- Exadata VM cluster metrics reporting within the Azure Monitor service.
See Contact Microsoft Azure Support in the Azure documentation for information on Azure support.
Oracle Service Level Agreements
If you have questions about Oracle Database@Azure 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.