Request management attention on a Service Request

When you need to request management attention on a Service Request

There may be situations when your Service Request requires additional attention, and an Oracle Global Customer Support Manager needs to be engaged.

This process may need to be used when you: 

• Find the Service Request is not progressing in a manner that will meet your project milestones, implementation, or upgrade plans.
• Urgently need to communicate important business issues to managers in Oracle Global Customer Support.
• Are dissatisfied with the resolution or response to a Service Request.

Large, complex problems take time to resolve. Using this process cannot guarantee Service Request resolution time, but it can ensure the right resources are focused on the problem and help facilitate communication. Make sure you:

• Advise Support of the target dates and deadlines you have for these issues.
• Document the deadlines in the Service Request, along with a statement of its impact on your business, or the risk it poses to your implementation plans.

While a Service Request with raised management visibility will require both your own management and managers at Oracle to become engaged, resetting the severity can be requested through the Support Analyst, or calling your region’s support line number. Please see section 5 of the Oracle Cloud Hosting & Delivery Policies for the severity definitions. 

How to request management attention on a Service Request

1. Before calling Oracle Support, review your Service Request and update it if necessary:

• Is the problem statement correct?
• Does the Service Request describe the impact to your business or the risk to your implementation plans?
• Is the Service Request severity level appropriate?
• If there is a workaround, is the workaround impractical or inappropriate?
• If there is a business milestone date or an implementation milestone date, is the actual calendar date identified in the Service Request?

2. Once you have completed the review, should you still need to bring the Service Request to the attention of management, please call your local Global Support Toll Free number.
3. When you reach a Support Analyst:

• Speak with them regarding your specific, immediate need and any applicable business impact.
• Determine if you need to be called back by a Support Manager.
• If you need a callback, explicitly request that a manager call you back. Provide your contact information and be prepared to provide your manager's contact information as well.
• If you do not request a call back, then provide detailed information you would like conveyed to the manager.

4. The Support Analyst will engage the Support Manager who will be responsible for reviewing the Service Request, and the manager will call you back as required.

How to request management attention using the Support Portal

Requesting management attention to a Service Request using the Support Portal is also an option; however, the same information must be provided in the Service Request. Please be aware that Service Request updates may not be reviewed immediately and may contribute to delays in acknowledging and handling your request for management attention. Telephone Support is recommended to avoid delays in handling and acknowledging your request.

If you do choose to request management attention using the Support Portal, please insert the template below including all **** lines and fill out the template. This will ensure correct visibility and content.

******************* Request Management Attention *******************

Reason for requested management attention, including business impact of the problem that requires attention

Business or implementation milestone, critical date(s) (milestone date or resolve by date), along with the type of business or implementation milestone

Name of the person requesting management attention, contact information: phone number, pager, email address

******************* Request Management Attention *******************

What to expect after you request management attention on a Service Request

1. If you have telephoned to request a call back from support management on a Service Request, the Support Manager will make every attempt to call you back within the next hour. While it is our intention to call back within the hour, there may be occasions when the call back may be delayed. This guideline is provided to help you plan your availability for a call back rather than to guarantee the actual call back time. Note: Different product areas may have different response times depending on their SLAs.
2. The Support Manager will work with the Support Analyst owning the Service Request, to review your Service Request.
3. The Support Manager will develop an action plan with you and allocate the appropriate Oracle resources. The action plan will be recorded in the Service Request.
4. The Support Manager will ensure that the appropriate resources are assigned and will notify the Support Analyst to follow the action plan.
5. In case of escalation, the Support Manager will ensure that all actions are completed.
6. The action plan may include tasks for both you and Oracle, up to and including escalation of the Service Request if appropriate. Before leaving the call, make sure you know who owns all actions and that you have identified a communication plan.

Most situations are successfully resolved at this level. If the action plan fails to deliver expected results, please contact the Support Manager to discuss raising management involvement to the next level if required.

As work on the issue progresses, continue to make sure that your Service Request is a complete record of your actions and concerns. Save time by keeping it up to date and ensuring it reflects changes in frequency or urgency. If changes or additions to the action plan are made, document these in the Service Request. Documenting each request for management attention within the Service Request ensures a clear history of the issue and what actions have failed to address it. This documented history assists in evaluating the resources required to resolve your problem.

The benefits of requesting management attention on a Service Request

It will facilitate the creation of an action plan to resolve the issue with your Service Request. It also allows Oracle management to validate and coordinate the required resources to resolve your problem.

Consider that routinely requesting management attention to non-critical issues or consistently overstating the criticality of a Service Request may result in a misunderstanding of the importance or critical impact of a future request. Prudent use of requesting management attention enables Oracle to accurately prioritize your Service Request.