I’m not sure why, but I find myself having to do this quite often these days; not so much to actually escalate the severity of tickets, but just to get some more responsiveness. Has anyone else noticed a general slow down from Oracle Support as of recently?
I thought I would note the phone steps for escalation to make it easy for people. Between escalation through support and the various channels we have with Oracle, we have become very good at getting issues to resolution very quickly.
- Call +1 (800) 223.1711
- English, 1 (Spanish, 2)
- Technical Issues, 1 (Non-technical, 2)
- Oracle and BEA, 1 (Other products go through 9); note: I reached an IVR system with a heavy accent and had a little trouble understanding the options
- Existing SR 1, (New SR, 2)
- [Enter your SR Number, followed by the Hash (#)]
So, as an example, I recently dialed: 800-223-1711, 1, 1, 1, 1, 999999#
I hope this helps you when you in those most critical and painful times on your implementation/project.
Note: “SR’s” used to be called “TAR’s”, so you might hear people use these terms interchangeably.
Disclaimer on accuracy: I wrote the steps I just went through on 5/5/09 at around 8pm ET. If the phone system prompts are not the same for you, or change, let me know and I will be happy to keep this article up-to-date.