Customer Quick Reference Guide
Escalation Process for Oracle Premier
Support
Oracle
resolves problems according to the priority or severity
of an
issue. The ability to assess the severity of an issue and
assign a
rating that drives the appropriate response is the
cornerstone
of the problem resolution process. Customers
should
escalate an issue when they:
• encounter a critical roadblock or showstopper to
implementation
or upgrade plans
• urgently need to communicate important business
issues to
managers in Oracle Support
• are dissatisfied with the resolution or response to a
Service
Request
Oracle
Premier Support provides 24X7 support for missioncritical
issues.
Anywhere or anytime, our support specialists
around the
world are available to help resolve your critical
technical
issues.
Escalating
an issue brings a heightened level of awareness
to
management and, when appropriate, more resources. It
does not
automatically change the severity rating of an issue.
Therefore,
clear communication is essential to bringing about
a
successful and timely resolution. If the business impact has
changed,
or was incorrectly set, customers should request a
change of
severity rather than escalation of the Service
Request
(SR). If heightened attention is required for a
product
defect, customers should request a bug escalation
through
the support engineer assigned to the Service
Request.
In
situations where a heightened level of support for a
Service
Request is essential, Oracle has designed a phased
escalation
process. This process is the same regardless of
the Oracle
product family.
Initiating
an Escalation
• Step 1: Start the escalation process
by updating the SR.
Provide a thorough explanation about
why you are escalating.
Take a moment to complete the following
template and enter
it in the SR:
****************Escalation Request
**************
Reason for escalation, including
business impact of the
problem that requires escalation
Business or implementation milestone,
critical date(s)
(milestone date or resolve by date),
along with the type of
business or implementation milestone
Name of the person requesting the
escalation, contact
information: phone number, pager, email
address
****************Escalation Request**************
• Step 2: Call the Oracle Premier
Support number and select
the menu option for an existing SR.
After entering your SR
number, follow the phone menu to the
option to escalate your
SR. Inform the answering support
engineer that you would
like to escalate your SR and speak with
an escalation
manager.
• The engineer will page the
appropriate escalation manager,
who will call you within approximately
30 minutes of the
request. (It is important that you
telephone us to ensure that
an escalation manager is paged.
Updating the SR via the
web alone does not guarantee that you
will receive a call from
the escalation manager within
approximately 30 minutes.)
• The manager will work with you to
create an acceptable
action plan.
• The manager will document the
conversation and the action
plan in the SR.
• The manager will follow up to ensure
that the action plan is
followed or reset expectations if
necessary.
• The escalation manager owns the
escalation until the issue
is resolved or escalated to a higher
management level. If a
customer is dissatisfied with the
progress made by the
escalation manager, the SR can be
escalated to a Senior
Director followed by the Oracle Support
Vice President, if
necessary. As issues are escalated within
Oracle’s support
management, a Director or VP from your
company may be
asked to be available for the
discussions.
Working Effectively with Support
Severity levels describe
the impact a SR 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
SR.
• Severity 1: Problem or product defect causes complete
loss of service, regardless
of the customer environment,
and/or work cannot
reasonably continue.
• Severity 2: Severe loss of service; no acceptable
workaround; however,
operations can continue in a
restricted fashion.
• Severity 3: Minor loss of service; impact is an
inconvenience that may
require a workaround to restore
functionality.
• Severity 4: No loss of service; minor error that does not
impede operations or an
enhancement request.
Oracle Premier Support Phone Numbers
Oracle...…1.800.223.1711
CRM On Demand….1.866.853.8521
On Demand Service Desk ……1.800.376.9079
Link to all Support Phone
#s:
http://www.oracle.com/support/contact.html
Useful Oracle Websites
My Oracle Support (MOS):
https://support.oracle.com/
Acquired Product Support:
http://www.oracle.com/us/support/supportintegration/
index.html
Additional Resources and Documentation
For complete definitions of
severity levels, download
the PDF titled Oracle’s Technical Support Policies at:
http://www.oracle.com/support/policies.html.
Link to My Oracle Support
(MOS) - Escalation Process Speed
Training: Doc
id=603505.1
