My Oracle Support Update: Expansion of Severity Alignment Changes - Change to Critical Outage SRs

We rolled out Service Request Severity alignment changes in March 2023 and are now expanding on those changes. We started by streamlining and improving the process for customers to describe the severity of a Service Request (SR) in My Oracle Support, Oracle Cloud Support, and Cloud Console.

Starting October 21, 2023, the Critical Outage processes in My Oracle Support will be expanded to all products to help us drive a consistent experience to all customers when creating Critical Outage SRs in My Oracle Support.

With this change, during SR create for all Critical Outage SRs, the “Work 24x7” selection will default to “Yes” and be read-only. Oracle will work the SR 24x7 and we will only contact you if needed.