How Oracle SaaS Teams Manage, Resolve, and Communicate Problem Events
Problem Event Management
A problem event, sometimes referred to in industry as an incident, refers to an issue that might be a degradation in the performance of one or more service features or possibly affect the availability of the service. The Oracle SaaS team employs a robust problem event management process to respond to such issues and restore service to acceptable levels as quickly as possible and mitigate any impact of the event on customers and their business. Note that the process by which Oracle’s responds to a security incident is outside the scope of this article.
Identifying Problem Events
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