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Opening SR on behalf of the customer

edited Nov 21, 2011 12:38PM in Using the My Oracle Support Portal (MOSC) 1 commentAnswered
Hi oracle supportWe're an OPN partner with "unlimited support for isv" flag in our CSI and we do open SR for our customers who have ASFU licenses for database use with our applications.
Some weeks ago I've noticed the new question in SR opening of "on behalf of". I think it has been added to associate the SR to the final user, but I cannot associate my customer's CSI's even if they do pay for support.

What's the right procedure to open SR "on behalf of" my customers?
Should I always open them with my CSI without relation to the end user? In this case, why the customer should pay for support?

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