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What services does Technical Support offer?

Environment:

For customers using the Oracle B2C Service Support site or contacting Oracle B2C Service Technical Support

Resolution:

Oracle B2C Service Technical Support
Helping people see data in new ways, discover insights, unlock endless possibilities

Oracle B2C Service Technical Support delivers world class technical support to all customers who encounter technical issues using our solution. Technical issues occur when a module, portion of a module or specific product functionality is not functioning as expected.

We know our solution is an integral part of your business; therefore, prompt resolution of technical issues is our priority. Reviewing the information below will help us efficiently work with you to reduce the number of technical issues you have and their resolution time when the do arise.

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Oracle B2C Service Lifecycle and Technical Policies

First, review the Oracle B2C Service Lifecycle. Knowing the policies for new releases, updates, deprecations, end of life and updates will help ensure that your implementation is stable and your data secure at all times. 

Then familiarize yourself with Oracle Technical Support Policies as well as specific Oracle B2C Service Technical Support Assistance practices. This will clarify the extent and limitations of technical support. Understanding policies can help prevent technical issues from arising all together.

 Policy Resources

Oracle B2C Service Version Update Policy

Deploying Oracle B2C Service

What Do I Need to Know About Oracle B2C Service Deprecations?

Popular Answers About Updating Oracle B2C Service

Oracle Cloud Support Packages

Review the differences between our support packages. Having the support package that best fits your needs is crucial for your success. 

Support Package Information Resources

Oracle B2C Service Support Packages 

Oracle Support Services and Resources

Customization Support

Do you plan on customizing your site? Understand what's involved in Customization support and consider whether additional resources might be useful.

Customization Support Information Resources

Site Customization Considerations

Oracle Consulting Services and the Benefits of a Customization Support Package

What is the Oracle Partner Network?

 

Service and Support Portals

Learn the different functions of the two Oracle portals used to manage your support experience:
1) Go to the Configuration Assistant in the Oracle Cloud Portal to configure key features of your site. 
2)  Visit the Oracle B2C Service Support Portal to access:

• the Knowledge Base (vast resource of product information)
• Oracle B2C Service Community (for 'how to' questions and other general information) 
• the Technical Support Team (submit a service request)

Service and Support Resources

What is the Oracle Cloud Portal?

Navigating the Oracle B2C Service Support Portal

 

Key Support Contacts

Make sure you have the right people on your team to engage with Technical Support. Identify who on your team will play the roles of  IT Contact and Primary Support Contact/Site Administrator. The IT Contact maintains workstations and is responsible for your network infrastructure. The Primary Support Contact/Site Administrator performs administrative tasks such as setting up users, issuing permissions, keeping contact records current, choosing settings and customizing the site. These tasks are all done via the Oracle B2C Service Support Portal.

Assign appropriate service privileges for all individuals who will engage with Oracle B2C Service Technical Support through the Contact Management Tool. There are three different privilege options from which to choose:  Manage Contacts, Designated Support Contact, and Community Access.

Contact Management Resources

Using the Contact Management page to add or update designated contacts

Popular Answers About Managing Contacts for Oracle B2C Service

 

Training Resources and Product Documentation

Make sure that your designated contacts have access to all the training and resources they need to work implement, administer and/or maintain the Oracle B2C Service. 

Training and Documentation Resources

Oracle Cloud Learning Solutions

New Administrator training

Documentation for Oracle B2C Service Products

Documentation and System Requirement Overview by Product area

 

Support Self-Service Options

Explore the customer self-service options available to help you troubleshoot issues with the Oracle B2C Service.

Self-Service Options

Tips for searching on the Oracle B2C Service Support Site

Submitting Answer Feedback on the Oracle B2C Service Support site

 

 Managing Your Service Requests

Review how to submit a service request to Technical Support through our Support Site.  Understanding what to expect from Technical Support and what information you can provide will contribute to a timely resolution of your technical issues.

Understand how to manage your service requests once they have been submitted. This will prevent unnecessary delays in their resolution. The preferred, most efficient and fastest way is monitoring and updating the service request itself by email.

It is also possible to check on or update your service request by calling our Support Hotline. The hotline numbers are region and/or country specific, so please be sure to check the documentation for the number appropriate for the location of your agent or agents.

 Managing Service Request Resources

Submitting a Service Request to Oracle B2C Service Technical Support

Submitting multiple issues with Oracle B2C Service application

Updating a service request with Oracle Technical Support

Severity Levels when submitting a question

What can you expect from Oracle B2C Service Technical Support when working your service request?

Bring attention of B2C Service management to a service request

 

 Providing Feedback on Your Support Engagements

Make note of the different ways to share your feedback with Technical Support. Learn how your support experience dashboard allows you to monitor the health of your site through trending data.

Feedback Resources 

Submitting Feedback to B2C Service Technical Support

Support Experience Dashboard

 

See Getting Started with Technical Support for additional Oracle B2C Service resources and videos.