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Exalogic Product Support Team (EEST) Roles & Responsibilities, Tasks Performed When Working Platinum Customer Issues (Doc ID 2188361.1)

Last updated on JUNE 18, 2021

Applies to:

Exalogic Elastic Cloud X5-2 Hardware - Version X5 to X5 [Release X5]
Oracle Exalogic Elastic Cloud Software - Version 2.0.3.0.0 and later
Exalogic Elastic Cloud X3-2 Hardware - Version X3 to X3 [Release X3]
Oracle Exalogic Elastic Cloud X2-2 Hardware - Version X2 to X2 [Release X2]
Exalogic Elastic Cloud X4-2 Hardware - Version X4 to X4 [Release X4]
Linux x86-64
Oracle Solaris on x86-64 (64-bit)
Oracle Virtual Server x86-64

Purpose

This MOS Note provides detailed information on Exalogic Product Support (EEST team) roles & responsibilities, tasks performed when working Platinum Customer Service Requests. This Note provides following detailed information.

  1. Platinum access levels and what data can be collected via that Platinum access.
  2. What tasks will be performed by Exalogic Product Support team when working issues via SR for Exalogic Platinum Customers
  3. What tasks will NOT BE DONE by Exalogic product Support team when working issues via SR for Exalogic Platinum Customer.
  4. Data gathering done by Exalogic Product Support for Platinum Customer issues.

Scope

Exalogic racks which are under Platinum Support.

Details

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In this Document
Purpose
Scope
Details
 Platinum Access Levels
 Orarom Access
 Root Access
 Tasks Done By Exalogic Product Support When Working Platinum Customer Issues
 Tasks which are NOT COVERED under Platinum Support and NOT PERFORMED by Exalogic Product Support
 Data Gathering Done By Exalogic Product Support For Platinum Customer Issues
References

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