Gen 2 Exadata Cloud@Customer: Customer Maintenance Contacts (Doc ID 2720028.1)

Last updated on OCTOBER 14, 2020

Applies to:

Details

Exadata Cloud@Customer: Customer Maintenance Contacts
Services: Database
Release Date: Sept. 23, 2020 

• We are excited to announce support for Gen 2 Exadata Cloud@Customer infrastructure maintenance contacts. With this launch, customers can define maintenance contacts for each Exadata Cloud@Customer infrastructure to ensure the right individual or group receives critical notifications about their infrastructure. Oracle operations will utilize these contacts to notify customers about important infrastructure-related events like hardware failure, hardware replacement, and quarterly infrastructure maintenance patches.

• Customers can specify one primary contact and up to 9 additional secondary contacts for each infrastructure. Infrastructure maintenance contacts are required for timely resolution of service-request based communication like hardware replacements. The primary contact has to be associated with the Customer Support Identifier (CSI) linked to the infrastructure to ensure they can engage with Oracle for hardware support. The primary contact should also have a phone number for easy coordination of onsite visits to resolve certain hardware related maintenance events. When you promote a secondary contact to primary, the current primary contact will be demoted automatically to secondary.

Actions

Add Maintenance Contacts during Infrastructure Provisioning

Customers can now specify maintenance contact during the Exadata infrastructure provisioning flow. The primary contact has to be associated with the Customer Support Identifier (CSI) linked to this infrastructure and requires a phone number to be specified.

Manage Maintenance Contacts on Infrastructure

Customers can easily view the primary contact and the associated CSI for the infrastructure. The system automatically populates the CSI number linked to the infrastructure. Customers can manage associated infrastructure contacts through an action button on the details page.

Customers are prompted to add primary maintenance contact in order to proceed with infrastructure activation if no contact was added during the provisioning flow.

Customers can add one or more maintenance contacts, specifying a primary contact along with other additional secondary contacts using the add contacts action panel.

For more information, see:

Using the Console to Create Infrastructure
Managing Infrastructure Maintenance Contacts

Contacts

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