Update bug templates to include Oracle support procedures

Author: alexng-canuck

.github/ISSUE_TEMPLATE/Bug_Report.md

@@ -5,15 +5,26 @@ labels: bug
 ---
 
 <!---
-Please note the following potential times when an issue might be in Terraform core:
+Before filing a bug report, see if your issue is already covered in the [troubleshooting guide](https://www.terraform.io/docs/providers/oci/guides/troubleshooting.html)
 
+Please note the following times when an issue is likely outside of the OCI provider.
+This could be either due to issues in the Oracle Cloud Infrastructure service or the Terraform core.
+
+Examples of Oracle Cloud Infrastructure service issues:
+* You receive an error with HTTP status code such as 500
+* One of your resources timed out while waiting to reach a specific state, even after increasing your operation timeout value
+
+If you are running into one of the above scenarios, we recommend contacting Oracle support at https://docs.cloud.oracle.com/iaas/Content/GSG/Tasks/contactingsupport.htm
+
+
+Examples of Terraform core issues:
 * [Configuration Language](https://www.terraform.io/docs/configuration/index.html) or resource ordering issues
 * [State](https://www.terraform.io/docs/state/index.html) and [State Backend](https://www.terraform.io/docs/backends/index.html) issues
 * [Provisioner](https://www.terraform.io/docs/provisioners/index.html) issues
 * [Registry](https://registry.terraform.io/) issues
 * Spans resources across multiple providers
 
-If you are running into one of these scenarios, we recommend opening an issue in the [Terraform core repository](https://github.com/hashicorp/terraform/) instead.
+If you are running into a Terraform core issue, we recommend opening an issue in the [Terraform core repository](https://github.com/hashicorp/terraform/) instead.
 --->
 
 <!--- Please keep this note for the community --->

.github/ISSUE_TEMPLATE/Question.md

@@ -6,6 +6,13 @@ labels: question
 
 This Github template is intended for questions regarding the Terraform **Oracle Cloud Infrastructure** provider.
 
+Before using this template, check whether your question is already answered in one of the following guides:
+* [Frequently Asked Questions](https://www.terraform.io/docs/providers/oci/guides/faq.html)
+* [Troubleshooting](https://www.terraform.io/docs/providers/oci/guides/troubleshooting.html)
+
+
+If you have a support request related to Oracle Cloud Infrastructure services, please [contact Oracle support](https://docs.cloud.oracle.com/iaas/Content/GSG/Tasks/contactingsupport.htm)
+
 If you have a support request or question related to core Terraform functionality, please submit them to one of these resources:
 
 * [Terraform community resources](https://www.terraform.io/docs/extend/community/index.html)

website/docs/guides/faq.html.markdown

@@ -30,7 +30,9 @@ See - http://darylscorner.com/2016/11/using-terraform-across-multiple-cloud-prov
 The change you made outside of Terraform will be overwritten the next time you apply the configuration unless you add the `ignore_changes` parameter to the resource in the configuration file.
 
 #### Q: How do I get help?
-You can file an issue against the project  
+First, see if your question is already answered by the [troubleshooting guide](https://www.terraform.io/docs/providers/oci/guides/troubleshooting.html)
+
+You can also file an issue against the project  
 https://github.com/terraform-providers/terraform-provider-oci/issues
 
 or meet us in the OCI forums

website/docs/guides/troubleshooting.html.markdown

@@ -5,11 +5,37 @@ sidebar_current: "docs-oci-guide-troubleshooting"
 description: |-
   The Oracle Cloud Infrastructure provider. Troubleshooting
 ---
+
+## Troubleshooting
+
+When troubleshooting or getting support for the OCI Terraform Provider, it is often useful to first check the status of the OCI services and to collect verbose logging.
+
+
+### Checking OCI service status and outages
+
+To check on the latest status and whether there are any outages in OCI, see [OCI Status](https://ocistatus.oraclecloud.com/)
+
+
+### Verbose logging for OCI Terraform Provider
+
+To get verbose console output when the provider is running, precede your Terraform command with the `TF_LOG` and `OCI_GO_SDK_DEBUG` flags:
+
+```sh
+TF_LOG=DEBUG OCI_GO_SDK_DEBUG=v terraform plan
+```
+
+The [tf_log](https://www.terraform.io/docs/internals/debugging.html) level and `OCI_GO_SDK_DEBUG` flags can also be set as environment variables.
+
+
+## Common Issues
+
 ### Not Authenticated Error when configuring Terraform
 
 _If the Terraform CLI gives an error message like:_
 
-`* oci_core_vcn.resource1: Service error:NotAuthenticated. The required information to complete authentication was not provided or was incorrect.. http status code: 401`
+```
+* oci_core_vcn.resource1: Service error:NotAuthenticated. The required information to complete authentication was not provided or was incorrect.. http status code: 401
+```
 
 * Verify you have properly set `user_ocid`, `tenancy_ocid`, `fingerprint` and `private_key_path` 
 * Verify your `private_key_path` is pointing to your private key and not the corresponding public key
@@ -50,12 +76,24 @@ export https_proxy=http://www.your-proxy.com:80/
 export no_proxy=localhost,127.0.0.1
 ```
 
-### Verbose logging for OCI Terraform Provider
 
-To get verbose console output when the provider is running, precede your Terraform command with the `TF_LOG` and `OCI_GO_SDK_DEBUG` flags:
+### Errors about service limits
+
+While using Terraform, you may encounter errors indicating that you have reached or exceeded the service limits for a resource.
+
+To understand more about your OCI service limits and how to request a limit increase, see [Service Limits](https://docs.cloud.oracle.com/iaas/Content/General/Concepts/servicelimits.htm)
+
+
+### Timeout errors when waiting for a state change
+
+_If the Terraform CLI gives an error message like:_
 
-```sh
-TF_LOG=DEBUG OCI_GO_SDK_DEBUG=v terraform plan
+```
+* oci_database_backup.mydb: timeout while waiting for state to become 'ACTIVE' (last state: 'CREATING', timeout: 15m0s)
 ```
 
-The [tf_log](https://www.terraform.io/docs/internals/debugging.html) level and `OCI_GO_SDK_DEBUG` flags can also be set as environment variables.
+Then the OCI service is indicating that the resource has not yet reached the expected state after polling for some time.
+
+You may need to increase the operation timeout for your resource to continue polling for longer. See [Operation Timeouts](https://www.terraform.io/docs/configuration/resources.html#operation-timeouts) for details on how to do this.
+
+