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ODA - Raising SRs for SW (DB, RAC)

edited Jul 24, 2015 10:03AM in Oracle Database Appliance (ODA) (MOSC) 1 commentAnswered

I'm trying to better understand how the support process and Service Levels work for the ODA product set.  The ODAs are all sold with Oracle Premier Support for Systems (B58179).  This is typical, standard HW Support coverage for HW Onsite and OS support.

However, ODAs are inherently positioned as more than just the HW, including Oracle RAC DB and Grid Infrastructer SW layered on top with the product HW.

When a customer needs support on ODA, they are typically calling in on the base HW Serial #/SI for Premier Support (HW).  How does this allow for entitlement to get SW specific support for the integrated SW (DB, GI, ASM, Clusterware, etc) when the issue is specific to those, and not the HW/OS ?

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