Good fit
EBS errors, Fusion configuration or reporting questions, BI Publisher defects, OIC integration failures, APEX issues, database diagnostics, and targeted Oracle advisory requests.
Oracle support for requests that need product expertise.
Use the Support Desk when the issue is too specific for a FAQ and too focused to justify a full consulting engagement.
Not a fit
Password resets, workstation support, generic end-user help desk queues, unmanaged production changes, or requests without access, approval, or evidence.
How it is priced
Requests are reviewed and routed as Diagnostic, Small, Medium, Large, or custom advisory/project work. The goal is to match the scope to the issue instead of forcing every need into a large agreement.
Typical support lanes
- Functional transaction issues across EBS and Fusion Cloud Applications.
- Reporting issues across BI Publisher, OTBI, OAC/OAS, Discoverer, and EBS ECC.
- Integration issues across OIC, SOA Gateway, APIs, EDI, and file-based integrations.
- Technical issues across APEX, ORDS, Forms, Reports, PL/SQL, WebLogic, and concurrent processing.
- Database and platform issues across Oracle Database, Data Guard, GoldenGate, RMAN, OEM, and OCI.
Built for accountable Oracle support.
You get a documented request, assumptions, evidence reviewed, remediation path, and closeout notes so it is clear what was reviewed, what changed, and what remains open.