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http://www.oracle.com/us/support/061799.pdf
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https://blogs.oracle.com/support/support-escalation-processagain
Aug 19, 2009 · Do you have a Support delivery concern? Are your expectations not being met or understood? Use the Escalation Process. The shortest path to least resistance to the resolution of any technical service request is escalation – first and always. Until you’ve spoken to a Manager from Oracle Support, an escalation has not occurred. Does that ...
https://docs.oracle.com/cd/E18727_01/doc.121/e13407/T87077T87120.htm
Overview of Oracle Escalation Management. A company, using Escalation Management, can re-prioritize, reassign, and monitor a situation to a satisfactory completion. There are two types of escalations: reactive and proactive. Each are discussed in the subsequent sections. Escalation Manager is the "reactive" end of Escalation Management.
https://www.oracle.com/uk/support/
Oracle's award-winning support can confront the full range of technical issues facing your enterprise. With a team of on-site engineers, extensive online assistance, and 24x7 phone help, Oracle Support can help you prevent problems, resolve issues, and upgrade to the latest releases.
https://flashdba.com/database/the-ultimate-guide-to-oracle-support/
The Ultimate Guide To Oracle Support. The intention of this post is simple: Oracle Support is a vast global organisation governed by processes. If you can understand those processes – and so understand the way Oracle Support works – you can maximise your return on the time you invest using their services.
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