The holiday coverage for our support teams we will be operating as normal “follow-the-Sun” operations on all working days leading up to Christmas and between Christmas / New Year’s week with the exception of the observed Public Holidays. Please see the full list below:

 

December 19 - 23                  Normal 24 hour operations

December 26 - Closed          *(The standard “out of hours” procedure will be followed for Severity 1 coverage by the on call support team)

December 27 - 30                  Normal 24 hour operations in affect with reduced staffing In US, Canada, Australia Office due to mandatory Holiday Policy

January 2, 2017 - Closed       *(The standard “out of hours” procedure will be followed for Severity 1 coverage by the on call support team)

January 3 - Onwards               Resume normal 24 hour operations 5 days a week

 

Please note, for Emergency Severity 1 issues, we are available outside of the hours listed above. You can reach us at the following numbers:

USA:                   1-800-223-1711

Canada:               1-800-668-8921

UK & EMEA:       +44 870.4000.900

Australia:             +62.2.8817.7600

A complete list of global Oracle support phone numbers can be found at: http://www.oracle.com/support/contact.html

 

* The standard “out of hours” procedure will be followed for Severity 1 coverage by the on call support teams during these closed times. Therefore, clients with Severity 1 issues should:

          1)      Raise an SR via the portal

   2)     Phone into the HUB and follow the instructions to escalate the SR.

   3)     The HUB will then contact the on call support engineer who will then get back to the customer as soon as possible.