Organizations using Oracle products can receive support services from Oracle in a number of ways. The type of support service that an organization receives is based on the level of support that they have purchased from Oracle.
There are three levels of support available from Oracle: Standard, Premier, and Enterprise. Each level of support provides different features and benefits to customers.
Standard Support:
Oracle Standard Support is the most basic level of support available from Oracle. It provides access to online technical resources, such as documentation and Metalink Note articles. Customers with Standard Support also have access to online self-help resources, such as the Knowledge Base and Forum communities. In addition, Standard Support customers can submit service requests to Oracle for assistance with technical issues.
Premier Support:
Oracle Premier Support is the next level of support available from Oracle. In addition to all the features and benefits included in Standard Support, Premier Support provides access to critical patch updates, security alerts, and technical support experts 24 hours a day, 7 days a week. Premier Support customers also have access to an enhanced service request management system that provides faster resolution times for service requests.
Enterprise Support:
Oracle Enterprise Support is the highest level of support available from Oracle. It includes all the features and benefits of Standard and Premier Support, plus additional features such as access to My Oracle Support Services (MOSS), which is a personalized online support portal. Enterprise Support also provides customers with proactive support services, such as quarterly performance reviews and monthly account management reports. In addition, Enterprise Support customers have access to a dedicated team of technical support experts who are available 24 hours a day, 7 days a week.
My Oracle Support Services (MOSS):
My Oracle Support Services (MOSS) is a personalized online support portal that is available to customers with Enterprise Support. MOSS provides access to online technical resources, such as documentation and Metalink Note articles. Customers can also submit service requests to Oracle for assistance with technical issues. In addition, MOSS provides access to proactive support services, such as quarterly performance reviews and monthly account management reports.
Oracle Support Services: The Complete Guide
Organizations using Oracle products can receive support services from Oracle in a number of ways. The type of support service that an organization receives is based on the level of support that they have purchased from Oracle. There are three levels of support available from Oracle: Standard, Premier, and Enterprise. Each level of support provides different features and benefits to customers.
Standard Support:
Oracle Standard Support is the most basic level of support available from Oracle. It provides access to online technical resources, such as documentation and Metalink Note articles. Customers with Standard Support also have access to online self-help resources, such as the Knowledge Base and Forum communities. In addition, Standard Support customers can submit service requests to Oracle for assistance with technical issues.
Premier Support:
Oracle Premier Support is the next level of support available from Oracle. In addition to all the features and benefits included in Standard Support, Premier Support provides access to critical patch updates, security alerts, and technical support experts 24 hours a day, 7 days a week. Premier Support customers also have access to an enhanced service request management system that provides faster resolution times for service requests.
Enterprise Support:
Oracle Enterprise Support is the highest level of support available from Oracle. It includes all the features and benefits of Standard and Premier Support, plus additional features such as access to My Oracle Support Services (MOSS), which is a personalized online support portal. Enterprise Support also provides customers with proactive support services, such as quarterly performance reviews and monthly account management reports. In addition, Enterprise Support customers have access to a dedicated team of technical support experts who are available 24 hours a day, 7 days a week.
Conclusion:
Oracle provides support services to customers in a number of ways, depending on the level of support that they have purchased. Standard Support provides access to online technical resources and customers can submit service requests to Oracle for assistance with technical issues. Premier Support provides all the features and benefits of Standard Support, plus additional features such as access to critical patch updates and security alerts. Enterprise Support is the highest level of support available from Oracle and includes all the features and benefits of Standard and Premier Support, plus additional features such as access to My Oracle Support Services (MOSS) and proactive support services.
