Oracle Cloud

Service Matrix

Features Basic Production Mission Critical Global
Hours of Operation 8:00am to 6:00pm US PST/PDT
hours, week days only
8:00am to 6:00pm US All Time
zones, week days and planned
week ends
Need basis based PO defect
log, Any day including weekends
24*7
All days in a week
Length of Service
Method of Access Defect Tracking System<(DTS) Defect Tracking System, E-mails,
Telephone
Defect Tracking System, E-mails,
Telephone, Escalation Levels
Defect Tracking System, E-mails,
Telephone, Escalation Levels, Hostlines
Response Method Defect Tracking System<(DTS)
update e-mails
Defect Tracking System Updates,
Telephone, E-mails
Defect Tracking System,
Telephone, E-mails, IM
Defect Tracking System,
Telephone, E-mails, IM
Remote Support Yes Yes In-person Yes
RCA Yes with Deferred SLA Yes with Deferred SLA Yes Yes In Line with SLA for issues
Support Admins Not-Dedicated Dedicated depending on Contract Dedicated Dedicated depending on
Contract and for time zones
agreed
Support Request

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