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Pro Tip - Escalations and Manager Requests in Oracle Support

in Fusion Service

This Pro Tip provides guidance on how to request management attention for a service request (SR) within Oracle Support. The escalation process is designed to ensure that critical issues receive appropriate visibility, prioritization, and coordination across support teams. 

By understanding when and how to escalate effectively, customers can help accelerate resolution and align support efforts with business priorities. 

This Pro Tip includes: 

  • Understanding when to escalate a service request 
  • Reviewing readiness criteria before submitting a manager request 
  • Learning how to request management attention in My Oracle Support 
  • Understanding expected response times for escalations 
  • Recognizing the benefits of escalation in driving resolution 
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