Secerno Customer Frequently Asked Questions
(Doc ID 1266690.1)
Last updated on JUNE 10, 2021
Applies to:
Oracle Database Firewall - Version 3.3 and laterInformation in this document applies to any platform.
Purpose
This document provides a current FAQ for Secerno customers.
Questions and Answers
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In this Document
| Purpose |
| Questions and Answers |
Are there Support Engineers in Oracle Support who are familiar with the Secerno products? |
| Will the previous Secerno Support Engineers move into Oracle Support? |
How can I contact the support engineer who is working on an open Service Request (SR)? |
Can a customer request a specific engineer to work with? |
How should I plan for Oracle’s response time? What is the anticipated response time to the various severity requests? |
| How will routing service requests be handled? Will support continue to separate questions as Technical vs. Functional and route appropriately? |
What are the various communications methods Oracle provides? Is there a phone number that we can call for direct support, or is everything done online? |
| Does Oracle provide global support and how does that work? Under what situations will a request get handled by engineers in different geographies? |
| What are the Hours for Global Customer Phone Support? |
| How can I correlate our various Support Identifier (SI) numbers to Product/Version/Serial Numbers? Is that something we can view in the Support dashboard/views? |
| How do I add/register additional SI numbers? |
| How can I provide feedback from My Oracle Support? |
| Is there a personal selection criteria for Oracle Newsletters? |
| Will the My Oracle Support Training presentation be available after go-live? |
| Once all SIs are registered, does each user who registers need to get authorization from the Customer User Administrator (CUA)? |
| How can I view registered users for My Oracle Support within my company and also see who is the Customer User Administrator (CUA)? |