How to contact Partner Help for OPN Assistance? (Doc ID 1358846.1)

Last updated on JULY 25, 2024

Applies to:

Goal

This document outlines Oracle Partner Network team’s scope and the steps on how to reach them.

*SCOPE

Oracle Partner Help team is offering support to the Partners mainly in English, as well as Chinese, Japanese, Korean, German, Spanish, Portuguese.

Partner Assistance team is working in a 24/5 Follow-the-Sun model ensuring coverage of all timezones and achieving a maximum 8h SLA for the first response to all partner inquiries.

For Key Oracle Partner Network Enablers and Benefits, visit: https://www.oracle.com/partnernetwork/program/enablers/

In addition to the baseline OPN Member benefits, please note that OPN Program provides the following Track Subscriptions: License & Hardware Track, Service Track, Sell Track, Build Track.

Oracle Partner Network members can access My Oracle Support (MOS) with their OPN Customer Support Identifier (CSI) to support their development, demonstration and integration licenses for applicable Oracle Technology and Applications products subject to the terms of the OPN agreement.

By default, the OPN CSI (provided with the OPN Membership) only includes License & Hardware Track and gives access to Oracle's online technical support knowledge base, the MOS community, patches/updates, and the ability to log non-technical Service Requests (SRs).

Partners subscribing in the License & Hardware Track, have the possibility to open Technical SRs on the OPN CSI either through Purchasing Discounted Support Service Request (SR) Packs or by Attaining additional subscription (Build or Service Expertise) for use with their development, demonstration and integration licenses (applicable to Oracle technology and applications programs only). These SRs are not to be used for end user technical support assistance.

Partners that report and renew Support Royalties for ASFU/ESL licenses are assigned a Support Provider Support Identifier (SPSI). This SPSI enables these partners to access and receive Technical Support from Oracle as well as log technical Service Requests (SRs) for the duration of their support contract period pursuant to their responsibility to provide front line support to the end customer for the Oracle Software distributed in conjunction with their ASFU application package or embedded into their ESL application package.

The Technical Support Policies govern the terms of the technical support provided by Oracle to customers and partners.

Solution

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.