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Don Burleson Blog 







Oracle SR tips

Oracle Database Tips by Donald BurlesonJune 4,  2015

Oracle customers pay for technical support as part of their licenses fees, and this entitles them to file service requests (SR's) with Oracle tech support on MOSC.  Formerly called a TAR (technical assistance request), an SR is a request for bug support, but SR services DO NOT include any coding services, for which you must pay extra.

You can also file an SR by telephone, calling Oracle's 800 number (800) 223-1711.  For an emergency SR, press the appropriate telephone button when asked "Press X is you are experiencing a complete loss of service".

Like any large corporation, Oracle assigns "lesser" analysts to initial problems, so if you find that your SR is not being addressed to your satisfaction, be sure to ask to speak to the "duty manager" and have your SR escalated to a higher level.

Severity 1 SR's (SEV1 SR) get immediate expert assistance, and it's rumored that Larry Ellison himself monitors the performance of Oracle tech support for SEV1 SR emergencies.

Remember, an Oracle SR is not the place to get free consulting support, you must have your own experts on-staff or hire independent Oracle experts to assist you.  BC is a leading provider of expert tech support and we assist in hundreds of SR issues for our clients.



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Note: This Oracle documentation was created as a support and Oracle training reference for use by our DBA performance tuning consulting professionals.  Feel free to ask questions on our Oracle forum.

Verify experience! Anyone considering using the services of an Oracle support expert should independently investigate their credentials and experience, and not rely on advertisements and self-proclaimed expertise. All legitimate Oracle experts publish their Oracle qualifications.

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