Oracle Support
From Oracle FAQ
Contents |
Support Overview
Oracle uses a CSI Number (CPU Support Identification Number) to verify if a customer is eligible to receive Oracle support. The CSI number is also used to identify a customer's account and track service requests.
Customers with valid CSI numbers can log SR's (Service Requests) on the Metalink Website. MetaLink is Oracle's electronic/ on-line Support Service. A SR logged via Metalink is also referred to as an iSR (Internet Service Request). It was previously called a TAR (Technical Assistance Request).
Metalink
Open a web browser and navigate to http://metalink.oracle.com/. If you do not have an account, you can register yourself. However, have your company's CSI number ready. For more info, see Metalink.
Web Conference with Support
When creating a SR on Metalink, you may be asked if you would allow Oracle to start a Web Conference (using OCS - Oracle Collaboration Suite) to your desktop to gather more info about the problem.
If you've answered yes, Oracle may ask you to navigate to http://conference.oracle.com and supply a conference ID and key. During setup, you will be asked if you would like to give Oracle full control over your workstation, or if you just want them to see your desktop.
For more information about OCS, see Metalink Note: 278545.1.
Ordering New Software Updates
If you have a maintenance and support contract in place with Oracle, you can log Software Update Requests directly on Metalink. When approved, Oracle will ship the software to your address.
SR Severity Definitions
Severity Level 1 (Critical Business Impact)
You experience a complete loss of service. Work cannot reasonably continue, the operation is mission critical to the business and the situation is an emergency. A Severity 1 SR has one or more of the following characteristics:
- Data corrupted
- A critical documented function is not available
- System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
- System crashes, and crashes repeatedly after restart attempts
Severity Level 2 (Serious Business Impact)
You experience a severe loss of service. No acceptable workaround is available; however, operation can continue in a restricted fashion.
Severity Level 3 (Minor Business Impact)
You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.
Severity Level 4 (No Business Impact)
You experience no loss of service. The result does not impede the operation of a system.
SR Status Codes
The following status codes are used to classify and track SR's:
Support
- NEW - New SR
- WIP - Work In Progress
- RVW - Review
- 1CB - 1st Callback
- 2CB - 2nd Callback
- IRR - Immediate Response Required
- INT - Awaiting Internal Response
Customer
- WCP - Waiting for Customer to apply Patch
- CUS - Waiting on Customer
- SLP - Sleep until Customer Available
- LMS - Left Message
- SCL - Soft Close
- HCL - Hard Close
Development
- DEV - Assigned to Development
For example: when you see something like TAR is ready to SCL, you will know what it means:
