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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.

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)?

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