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Severities/Priorities/Management Attention on a SR

edited May 19, 2018 5:00AM in Using the My Oracle Support Portal (MOSC) 3 commentsAnswered

I´m asking my support to escalate my SR to severity One with "Work normal business hours" option.

My issue is under severity two and I think it has to be in severity one option: System hangs indefinitely, causing unacceptable or indefinite delays for resources or response

But my support have said:

the issue is under management monitorization, now it have raised the priority to GPL (Global Priority List).

I´m not sure where can I find anything about this GPL feature or policy. I have read Oracle Docs:

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