When contacting technical support, you will need your Customer Support Identification
(CSI) number. Oracle Sales Consultants can also provide advice regarding how
to report problems. Additionally, Oracle Worldwide Customer Support Services
offers training for DBAs regarding effective use of Support services.
As we noted earlier, Oracle Database 11g provides a Support Workbench in Enterprise
Manager that youcan use to report problems. This release also offers a SQL
Test Case Builder that can help Oracle Support re-create the problem and resolve it
sooner. Youtypically would first see problems as critical error alerts on the Enterprise
Manager Database home page, then would view problem details, gather
additional information, create a SR, package and upload the diagnostic data to Oracle
Support, then track the SR and close it when resolved.
Automated Patching
Oracle Support issues MetaLink Notes whenever software bugs or vulnerabilities are
discovered and issues appropriate patches. Automated patching and notification
provided since Oracle Database 10g can reduce the time delay between Oracle??™s discovery
of such problems and your reaction to them.
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