Secerno Customer Frequently Asked Questions
(Doc ID 1266690.1)
Last updated on MARCH 03, 2020
Applies to:Oracle Database Firewall - Version 3.3 and later
Information in this document applies to any platform.
This document provides a current FAQ for Secerno customers.
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In this Document
|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)?|