Platinum: Data Collection Using the Platinum Gateway (Doc ID 1951466.1)

Last updated on NOVEMBER 10, 2022

Applies to:

Purpose

For Service Requests which are marked Platinum, the Oracle Platinum Support Engineer will collect the following diagnostic information.

Scope

This note is intended to identify what data can / cannot be collected by support engineers based on the access granted by the customer.

Orarom Access
Orarom access means that Customer has Platinum but has agreed to provide Oracle with some limited access to their systems for collecting the data.
Using orarom access, system level logs collection like exalogs, sosreports, support bundles etc. which needs root access CANNOT BE COLLECTED.
This is because collecting system level logs requires root full access. Using orarom access limited data collection like few generic command outputs and independent logs collection can be done.

Privileged (Root) Access
Customer has Platinum and has provided Oracle with full access to their engineered systems including sudo root access.
This means that System logs and data which needs root level access can be collected using root access.

Details