Oracle Database@Google Cloud Support Information
Learn how to get information and support for Oracle Database@Google Cloud .
Oracle Support Scope and Contact Information
Oracle Cloud Support is the first line of support for all Oracle Database@Google Cloud questions. To contact support, sign in to the OCI Console, then click 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
- 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@Google Cloud, 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@Google Cloud service. If you're the Oracle Database@Google Cloud administrator, complete the My Oracle Cloud Support onboarding instructions included in the Oracle Database@Google Cloud 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 My Oracle Cloud Support support requests, see Administrator Tasks for Support.
Google Cloud Support Scope and Contact Information
Google Cloud Support is your first line of support for all Google Cloud related issues and questions. Get help in the Google Cloud console by clicking the help icon (
), then selecting Get support. Create an Google Cloud support case for your issue, as you do with other Google Cloud services. The Google Cloud support team collaborates with OCI Support as needed.
Examples of Oracle Database@Google Cloud issues that Google Cloud Support can help you with include:
- Virtual networking issues including those involving network address translation (NAT), firewalls, DNS and traffic management, and Google Cloud subnets.
- Bastion and virtual machine (VM) issues including database host connection, software installation, latency, and host performance.
- Exadata VM cluster metrics reporting within the Google Cloud Monitoring service.
See Getting support with Cloud Customer Care in the Google Cloud documentation for information on Google Cloud support.
Oracle Service Level Agreements
If you have questions about Oracle Database@Google Cloud 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.