My Oracle Support (MOS) basics
Oracle Support operates through My Oracle Support at support.oracle.com. Every Oracle Cloud customer has access. SRs (Service Requests) are the primary communication mechanism.
For Oracle Cloud (SaaS/PaaS), Oracle’s SLA for Severity 1 issues is 1-hour initial response with 24/7 coverage. Severity 3 (standard) is next business day.
Choosing the right severity
Severity 1: production system down, critical business process stopped, no workaround. Examples: OIC unable to connect to Fusion, VBCS app inaccessible to all users, payroll cannot be processed.
Severity 2: significant functionality impaired with workaround, or non-production system down blocking imminent production go-live.
Severity 3: non-critical issue or question, workaround available.
Don’t abuse Severity 1 — setting everything as Sev 1 trains Oracle Support to deprioritise your SRs. Reserve it for genuine production outages.
What to include in an SR
Good SR format:
Product: Oracle Integration Cloud (Gen3)
Version: 24.10
Environment: Production
Problem Description:
The OIC integration INVOICE_SYNC_001 (integration ID: ...) fails with error:
"ORA-20001: Connection timeout after 30s to FUSION_ERP_REST"
This integration ran successfully until 14:00 UTC on 25-Jun-2026.
No changes were made to the integration or connection configuration.
Other integrations using the same FUSION_ERP_REST connection are also failing.
Steps to reproduce:
1. Navigate to OIC monitoring
2. Find instance ID 12345678
3. View activity trace — error shown at step "Invoke_Fusion_PO"
Impact: 150 supplier invoices unprocessed since 14:00 UTC.
Attached: OIC activity trace screenshot, instance XML, test result from connection health check (also failing).
Why this works: Oracle Support can reproduce the exact error, understand the business impact, and see what you’ve already tried.
Following up effectively
If an SR hasn’t progressed in 24 hours, add a note asking for an update — SRs with notes are actively reviewed more often than static ones. If it’s genuinely business-critical, escalate via the “Request Management Attention” option in MOS.
Bug vs configuration issue
Oracle distinguishes between bugs (Oracle’s code problem) and configuration issues (customer’s setup). If you’re certain it’s a bug, reference any similar known issues (MOS bug database is searchable) — citing a related bug number demonstrates you’ve done research and accelerates triage.