Escalate Oracle SR

Step 1 - Insert the template below into the Service Request, including all **** lines. This will ensure correct visibility and content.
******************* Management Attention Request *******************
Reason for request, including business impact of the problem that requires management 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 customer requesting callback; contact information: phone number, pager, email address
******************* Management Attention Request *******************
Step 2 – Call the Global Support 800#.  You may choose #1 for Existing SR or #2 for New SR.


Tel : 0112430430

Type : 8007111005


Step 3 – Request Support Management Attention. "The magical phrase that pays":  Here is my existing Service Request #, I would like to speak with and receive a callback from the Support Manager. This used to be called the Escalation/Duty Manager 9+ years ago.


Step 4 – Your contact information will be verified and the Support Manager will be identified and notified for callback. It’s not a hot-transfer. Oracle Support strives that the Support Manager shall respond with a sense of urgency and contact you back in 30 minutes or less.