How does one obtain support?

When you buy Oracle products you will receive a period of free support to get you started. Based on your needs you should negotiate a support contract. Oracle offers 3 levels of support, OracleBronze, OracleSilver and OracleGold.

When you are registered as a support customer, you will receive a CSI (Customer Support Identification) number. Quote this number whenever you call for assistance.

When you log a call, Oracle will open a TAR (Technical Assistance Request) to identify and track your problem. TAR's can be logged with the following severity levels:

• Priority 1: Critical Business Impact
• Priority 2: Serious Business Impact
• Priority 3: Minor Business Impact
• Priority 4: No Business Impact
• Priority 5: Information Request