Oracle Premier Support provides essential support services including 24/7 technical assistance, powerful proactive support resources, and product updates. With global coverage and 50,000+ development engineers and customer support specialists, Oracle delivers complete, dependable, fully-integrated service through Oracle Premier Support for Software and Oracle Premier Support for Systems.
Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work. You experience a complete loss of service.
You experience a severe loss of service. Important features are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.
You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality.
You request information, an enhancement, or documentation clarification regarding your software but there is no impact on the operation of the software. You experience no loss of service. The result does not impede the operation of a system.