Merge pull request #298471 from jjaygbay1/oracle-support

Added new support article

Author: ttorble

articles/oracle/oracle-db/database-overview.md

@@ -49,43 +49,10 @@ All infrastructure for Oracle Database@Azure is co-located in Azure's physical d
 
 For detailed information on the compliance certifications please visit [Microsoft Services Trust Portal](https://servicetrust.microsoft.com/)  and [Oracle compliance website](https://docs.oracle.com/en-us/iaas/Content/multicloud/compliance.htm). If you have further questions about OracleDB@Azure compliance please reach out to your account team and/or get information through [Oracle and Microsoft support for Oracle Database@Azure](https://docs.oracle.com/en-us/iaas/Content/multicloud/oaahelp.htm).
 
-## Oracle Support scope and contact information 
-
-Oracle Support is your first line of support for all Oracle Database@Azure issues. Oracle Support can help you with the following types of Oracle Database@Azure issues:
-
-- Database connection issues (Oracle TNS)
-- Oracle Database performance issues
-- Oracle Database error resolution
-- Networking issues related to communications with the OCI tenancy associated with the service
-- Quota (limits) increases to receive more capacity
-- Scaling to add more compute and storage capacity to Oracle Database@Azure
-- New generation hardware upgrades
-- Billing issues related to Oracle Database@Azure
-
-If you contact Oracle Support, be sure to tell your Oracle Support agent that your issue is related to Oracle Database@Azure.  Support requests for this service are handled by a  support team that specializes in these deployments. A member of this specialized team contacts you directly.
-
-1. Call **1-800-223-1711.** If you're outside of the United States, visit [Oracle Support Contacts Global Directory](https://www.oracle.com/support/contact.html) to find contact information for your country or region.
-2. Choose option "2" to open a new Service Request (SR).
-3. Choose option "4" for "unsure".
-4. Enter "#" each time you're asked for your CSI number. At the third attempt, your call is directed to an Oracle Support agent.
-5. Let the agent know that you have an issue with your multicloud system, and the name of the product (for example, or). An internal Service Request is opened on your behalf and a  support engineer contacts you directly.
-
-You can also submit a question to the Oracle Database@Azure forum in Oracle's [Cloud Customer Connect](https://community.oracle.com/customerconnect/categories/oracle-cloud-infrastructure-and-platform) community. This option is available to all customers.
-
-## Azure Support scope and contact information
-
-Azure provides support for the following, collaborating with OCI as needed:
-
-- Virtual networking issues including those involving network address translation (NAT), firewalls, DNS and traffic management, and delegated Azure subnets.
-- Bastion and virtual machine (VM) issues including database host connection, software installation, latency, and host performance.
-- VM metrics, database logs, database events.
-
-See [Contact Microsoft Azure Support](https://support.microsoft.com/topic/contact-microsoft-azure-support-2315e669-8b1f-493b-5fb1-d88a8736ffe4) in the Azure documentation for information on Azure support. For SLA information about the service offering, please refer to the [Oracle PaaS and IaaS Public Cloud Services Pillar Document](https://nam06.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.oracle.com%2Fcontracts%2Fdocs%2Fpaas_iaas_pub_cld_srvs_pillar_4021422.pdf%3Fdownload%3Dfalse&data=05%7C02%7Cjacobjaygbay%40microsoft.com%7Cc226ce0d176442b3302608dc3ed3a6d0%7C72f988bf86f141af91ab2d7cd011db47%7C1%7C0%7C638454325970975560%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=VZvhVUJzmUCzI25kKlf9hKmsf5GlrMPsQujqjGNsJbk%3D&reserved=0)
-
 ## Next steps
 - [Onboard with Oracle Database@Azure](onboard-oracle-database.md)
 - [Exadata Services for Oracle Database@Azure](https://docs.oracle.com/en-us/iaas/Content/database-at-azure-exadata/odexa-exadata-services.html)
 - [Autonomous Database Services for Oracle Database@Azure](https://docs.oracle.com/en-us/iaas/Content/database-at-azure-autonomous/odadb-autonomous-database-services.html)
 - [Oracle Database@Azure support information](oracle-database-support.md)
 - [Network planning for Oracle Database@Azure](oracle-database-network-plan.md)
-- [Groups and roles for Oracle Database@Azure](oracle-database-groups-roles.md)
+- [Groups and roles for Oracle Database@Azure](oracle-database-groups-roles.md)

articles/oracle/oracle-db/oracle-database-support.md

@@ -1,20 +1,20 @@
 ---
-title: Oracle Database@Azure support information 
-description: Learn about how to get support for your Oracle Database@Azure.
+title: Support for Oracle Database@Azure 
+description: Learn about support for Oracle Database@Azure.
 author: jjaygbay1
 ms.service: oracle-on-azure
 ms.collection: linux
-ms.topic: concept-article
-ms.date: 1/24/2024
+ms.topic: overview
+ms.date: 04/15/2025
 ms.custom: engagement-fy23
 ms.author: jacobjaygbay
 ---
 
-# Oracle Database@Azure support information 
+# Support for Oracle Database@Azure
 
-In this article, you learn how to get information and support for Oracle Database@Azure.
+This article outlines the support scope, contact details, and procedures for both Oracle and Microsoft Azure, helping you quickly address any issues.
 
-## Oracle Support scope and contact information 
+## Oracle support scope and contact information 
 
 Oracle Support is your first line of support for all Oracle Database@Azure issues. Oracle Support can help you with the following types of Oracle Database@Azure issues:
 
@@ -27,7 +27,7 @@ Oracle Support is your first line of support for all Oracle Database@Azure issue
 - New generation hardware upgrades
 - Billing issues related to Oracle Database@Azure
 
-If you contact Oracle Support, be sure to tell your Oracle Support agent that your issue is related to Oracle Database@Azure.  Support requests for this service are handled by a  support team that specializes in these deployments. A member of this specialized team contacts you directly.
+If you contact Oracle Support, be sure to tell your Oracle Support agent that your issue is related to Oracle Database@Azure. Support requests are handled by a  support team that specializes in these deployments. A member of this specialized team contacts you directly.
 
 1. Call **1-800-223-1711.** If you're outside of the United States, visit [Oracle Support Contacts Global Directory](https://www.oracle.com/support/contact.html) to find contact information for your country or region.
 2. Choose option "2" to open a new Service Request (SR).
@@ -37,21 +37,12 @@ If you contact Oracle Support, be sure to tell your Oracle Support agent that yo
 
 You can also submit a question to the Oracle Database@Azure forum in Oracle's [Cloud Customer Connect](https://community.oracle.com/customerconnect/categories/oracle-cloud-infrastructure-and-platform) community. This option is available to all customers.
 
-## Azure Support scope and contact information
+## Azure support scope and contact information
 
 Azure provides support for the following, collaborating with OCI as needed:
 
 - Virtual networking issues including those involving network address translation (NAT), firewalls, DNS and traffic management, and delegated Azure subnets.
 - Bastion and virtual machine (VM) issues including database host connection, software installation, latency, and host performance.
 - VM metrics, database logs, database events.
 
-See [Contact Microsoft Azure Support](https://support.microsoft.com/topic/contact-microsoft-azure-support-2315e669-8b1f-493b-5fb1-d88a8736ffe4) in the Azure documentation for information on Azure support. For SLA information about the service offering, please refer to the [Oracle PaaS and IaaS Public Cloud Services Pillar Document](https://nam06.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.oracle.com%2Fcontracts%2Fdocs%2Fpaas_iaas_pub_cld_srvs_pillar_4021422.pdf%3Fdownload%3Dfalse&data=05%7C02%7Cjacobjaygbay%40microsoft.com%7Cc226ce0d176442b3302608dc3ed3a6d0%7C72f988bf86f141af91ab2d7cd011db47%7C1%7C0%7C638454325970975560%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=VZvhVUJzmUCzI25kKlf9hKmsf5GlrMPsQujqjGNsJbk%3D&reserved=0)
-
-## Next steps
-
-- [Overview - Oracle Database@Azure](database-overview.md)
-- [Onboard with Oracle Database@Azure](onboard-oracle-database.md)
-- [Provision and manage Oracle Database@Azure](provision-oracle-database.md)
-- [Network planning for Oracle Database@Azure](oracle-database-network-plan.md)
-- [Groups and roles for Oracle Database@Azure](oracle-database-groups-roles.md)
-
+See [Contact Microsoft Azure Support](https://support.microsoft.com/topic/contact-microsoft-azure-support-2315e669-8b1f-493b-5fb1-d88a8736ffe4) in the Azure documentation for information on Azure support. For SLA information about the service offering, see the [Oracle PaaS and IaaS Public Cloud Services Pillar Document](https://nam06.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.oracle.com%2Fcontracts%2Fdocs%2Fpaas_iaas_pub_cld_srvs_pillar_4021422.pdf%3Fdownload%3Dfalse&data=05%7C02%7Cjacobjaygbay%40microsoft.com%7Cc226ce0d176442b3302608dc3ed3a6d0%7C72f988bf86f141af91ab2d7cd011db47%7C1%7C0%7C638454325970975560%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C0%7C%7C%7C&sdata=VZvhVUJzmUCzI25kKlf9hKmsf5GlrMPsQujqjGNsJbk%3D&reserved=0)

articles/oracle/toc.yml

@@ -19,6 +19,8 @@ items:
     href: oracle-db/oracle-database-network-plan.md
   - name: Known issues
     href: oracle-db/oracle-database-known-issues.md
+  - name: Support for Oracle Database@Azure
+    href: oracle-db/oracle-database-support.md
   - name: Onboarding
     items:
     - name: Onboard Oracle Database@Azure