Merge pull request #126822 from taylorrees1/patch-17

Update oracle-database-support.md

Author: Court72

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

@@ -14,6 +14,14 @@ ms.author: jacobjaygbay
 
 This article outlines the support scope, contact details, and procedures for both Oracle and Microsoft Azure, helping you quickly address any issues.
 
+## Microsoft and Oracle offer a co-support model to address mutual customer support issues. This means that: 
+
+- Customers must have valid licenses, subscriptions, and support agreements with both companies, Microsoft and Oracle. 
+- Microsoft will fulfill the Service Level Agreements (SLAs) related to the end customer support subscription as specified in [Azure Support Plans Comparison | Microsoft Azure](https://azure.microsoft.com/support/plans/?msockid=110758d171736489214157b970c0653d).  
+- Customers are always advised to go to Oracle first for any support issues. The customer may be required to open support tickets with either company to initiate collaboration. Azure Support tickets can be filed via the [Azure portal](https://portal.Azure.com). If you need additional guidance on filing Azure Support tickets, please review [How to create an Azure support request - Azure supportability | Microsoft Learn](/azure/azure-portal/supportability/how-to-create-azure-support-request).
+- Customer consent is required to exchange case data complying with Microsoft & Oracle privacy policies. 
+- Both Microsoft and Oracle will jointly troubleshoot the issue until the root cause is identified, and a solution is provided. 
+
 ## 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:
@@ -45,4 +53,4 @@ Azure provides support for the following, collaborating with OCI as needed:
 - 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, 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)
+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)