micros support integration customer and dealer faq · june 18, 2015 on september 8, 2014, micros...
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MICROS Support Integration Customer and Dealer FAQ June 18, 2015
On September 8, 2014, MICROS Systems, Inc. became a wholly owned subsidiary of Oracle and the transaction was
closed. Since then, Oracle Support has been working closely with the MICROS Support leaders around the world to
plan the integration of the Customer Support business. The integration of MICROS with Oracle will provide some
changes for customers and dealers.
This document is provided as a reference for customers and dealers about the Customer Support integration.
Please continue to check for updated FAQ’s which will be highlighted in yellow, as we will update this document
throughout the integration process.
You will no doubt have many questions relating to the Support integration and what this means for you as a customer or dealer. This FAQ is part of a series of informational communications that will be available to you. Please note that at this time, we may not have all of the answers to your questions. As we work on the phased Support integration plan, we will continue to communicate with you and provide you further information about the Support integration.
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TABLE OF CONTENTS
General Support Transition for MICROS Customers ..................................................................................... 5
Overview ........................................................................................................................................... 5
What are the key messages customers and dealers should know about the Customer Support
integration? ....................................................................................................................................... 5
How will customers be supported if they place a new product and support order after the move
to Oracle’s systems? ......................................................................................................................... 6
Support Renewal Process for United States and Canadian Customers ........................................................ 7
Transition Overview .......................................................................................................................... 7
What was the impact to support renewals during the transition period? ....................................... 7
Did customers continue to receive support during the transition period? ...................................... 7
Where should I go if I have questions about my support renewal? ................................................. 7
Support Offerings for United States and Canadian Customers .................................................................... 8
General Overview ............................................................................................................................. 8
Where can I obtain more information about the support offerings for Oracle’s MICROS products?
.......................................................................................................................................................... 8
Where can I go with questions about the support offerings and pricing? ....................................... 8
Advanced Customer Support (ACS) .............................................................................................................. 8
Overview ........................................................................................................................................... 8
Which ACS offerings are available for MICROS customers, and when? ........................................... 8
What is Oracle Functional Help Desk Support? ................................................................................ 9
Will end users be able to reach the team who knows their current MICROS system configuration?
.......................................................................................................................................................... 9
Why should customers purchase Oracle Functional Help Desk Support? ........................................ 9
Can customers purchase Oracle Functional Help Desk Support without purchasing Oracle Premier
Support? ............................................................................................................................................ 9
What are Oracle Priority Support and Cloud Priority Service? ......................................................... 9
What’s the best way for a customer to learn more about Oracle Functional Help Desk Support, or
the Oracle Priority Support and Cloud Priority Service offerings? ................................................. 10
Support Delivery Transition ........................................................................................................................ 10
Overview ......................................................................................................................................... 10
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What is the best way for a customer to get support for their MICROS products?......................... 11
Can I request to work with a specific Support or Field engineer? .................................................. 11
What is the anticipated response time to the various severity requests? ..................................... 11
Can I still submit new SRs via email? .............................................................................................. 11
What are Oracle Support Operating Hours for Phone Support? .................................................... 11
Under what situations will SRs be handled by Support Engineers in different countries? ............ 12
How can I get assistance with non-technical issues (e.g. issues regarding how to use MOS)? ...... 12
Are any changes being made to the Support systems that impact customers prior to August 10,
2015? ............................................................................................................................................... 12
Will I still be able to use Bomgar or other remote support connection tools that were used by
MICROS to have Support troubleshoot my issues? ........................................................................ 12
Where can I obtain the MICROS software for download? ............................................................. 12
My Oracle Support (MOS) ............................................................................................................... 13
How do I get access to MOS? .......................................................................................................... 13
What is a Customer User Administrator (CUA) and how can I find out more about the role? ...... 13
Can we have more than two CUAs to represent separate organizations within our company? ... 13
Where can I obtain information related to Mobile My Oracle Support ? ...................................... 13
When can I set up our CUAs and register on MOS? ....................................................................... 14
How do I add additional SI numbers to my MOS account? ............................................................ 14
Once my SIs are added to my MOS account, will I be able to use them to log new SRs? .............. 14
How can I correlate our various SI numbers to the MICROS products or cloud subscriptions
purchased? ...................................................................................................................................... 14
Can I use my existing non MICROS product SIs to create MICROS SRs? ......................................... 14
How can an Oracle Consultant or other third party create SRs on my company’s behalf? ........... 14
How can I provide feedback about my experience with the MOS support portal? ....................... 14
How can I provide feedback about specific Knowledge Base articles in MOS? .............................. 15
How can I receive email notifications regarding topics of interest to me? .................................... 15
Will the SRs I logged with MICROS Support on one of the legacy MICROS Support portals be
available in MOS? ............................................................................................................................ 15
Hardware Support ........................................................................................................................... 15
Who will be responsible for replacing failed parts? ....................................................................... 15
When will the tracking number for a part replacement be provided to the customer? ................ 15
Additional Resources for Customers and Dealers ...................................................................................... 16
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Oracle Terminology ..................................................................................................................................... 16
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General Support Transition for MICROS Customers
Overview
This customer FAQ is designed to provide information to customers and dealers regarding the
integration of MICROS Support within Oracle Customer Support. The integration will take place in four
phases as work is moved to Oracle’s systems.
The four integration phases are as follow:
Phase 1, April 1, 2015: United States (US) and Canada (except JTech)
o Support Renewals migration to Oracle’s system and process: April 20,2015
o Support Delivery migration to My Oracle Support (MOS) platform: August 10, 2015
Phase 2, TBD: Europe, Middle East, and Africa (EMEA)
o Support Renewals migration to Oracle’s system and process: TBD
o Support Delivery migration to MOS platform: TBD
Phase 3, TBD: Japan and Asia Pacific (JAPAC)
o Support Renewals migration to Oracle’s system and process: TBD
o Support Delivery migration to MOS platform: TBD
Phase 4, TBD: Latin America (LAD)
o Support Renewals migration to Oracle’s system and process: TBD
o Support Delivery migration to MOS platform: TBD
This FAQ will be updated as we progress through the phases of the integration. We will also provide
additional information and training to customers and dealers in advance of upcoming changes for
Support.
In the meantime, you can access the MICROS Support Page for information and further updates
regarding the Support transition.
What are the key messages customers and dealers should know about the Customer Support
integration?
We are moving the MICROS customers and dealers to Oracle’s systems and processes in four
phases.
Phase 1, the United States and Canada, started on April 1, 2015 with the Support Renewals
migration to Oracle’s systems and processes, which completed on April 20, 2015.
The next step for Phase 1 will be the move to Oracle’s Support delivery platform, MOS, on
August 10, 2015.
The MICROS support phone numbers will not change so customers and dealers can continue to
use the same MICROS country and regional support phones numbers, as you have been using.
If there is a need to change any of the support phone numbers, Oracle Support will notify the
impacted customers and dealers in advance.
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The dates for the other phases are TBD, and are not available at this time.
Oracle Support will provide advance notice to all customers and dealers prior to the Support
Delivery migration to the MOS platform.
Customer and dealer communications will begin at least 7 weeks prior to the move to Oracle’s
support delivery systems for each of the four integration phases.
The MICROS Support Page is a great resource for customers. This page describes how MICROS
customers worldwide can receive Support for their products. Today, this page refers customers
to the legacy MICROS websites and will be updated with new information as we progress
through the various phases of the integration.
After each phase, customers will be notified by their Oracle Support Renewal Representative
(SRR) of the support renewal practices, pricing, and support offerings prior to their support
contract expiring. United States and Canadian customers are now receiving notifications as
their contracts come up for renewal.
Customers can find information about the new support offerings by reviewing the Customer
FAQ for the migration to Premier Support on the Support for MICROS Products page on
oracle.com.
Please see the Additional Resources for Customers section of this document for a list of
resources.
How will customers be supported if they place a new product and support order after the move
to Oracle’s systems?
All customers will be supported via the MICROS Support systems and processes until the migration to
MOS has been completed.
Customers who place a new license, hardware, or cloud order that is booked in Oracle’s systems prior to
the migration to MOS will be provided with information that explains how they may request support via
the MICROS Support systems and processes. That will be done by sending the customer a New Order
Welcome Letter. The New Order Welcome Letter provides information to the customer about how to
get support for their products. It also provides the customer’s Support Identifier (SI) and Main Location
Phone Number (MLPN), which they will need once product support is transitioned to MOS. We will also
provide additional information to these customers in advance of the migration to MOS, aligned with
broader communications to legacy MICROS customers.
Customers who place a new license, hardware, or cloud order after the migration to MOS will be
provided with information that explains how they may request support via the Oracle Support systems
and processes. Customers will get the New Order Welcome Letter that will provide their SI, MLPN, and
information about accessing MOS and obtaining support through the Oracle MICROS Support phone
numbers.
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Support Renewal Process for United States and Canadian Customers
Transition Overview
Effective April 1, 2015, MICROS support renewals for United States and Canadian customers are being
processed in Oracle systems, including the Oracle Store, and by Oracle Support Renewal Representatives
(SRR).
In order to successfully migrate MICROS warranty and support contract data to Oracle systems, a data
freeze was necessary. The following activities took place and customers were notified in advance:
March 26, 2015, at midnight PT: Last date to book support renewals in MICROS systems
March 27, 2015 through April 19, 2015: Renewal freeze period
April 20, 2015: Resume renewals processing in Oracle systems
A similar support renewal freeze period will take place for each phase by region. Customers will be
notified in advance prior to the freeze and support renewal changes.
What was the impact to support renewals during the transition period?
Oracle transitioned customer systems, license, and support contract records from the MICROS business
systems to the Oracle business systems between March 27, 2015 and April 19, 2015. During this
transition period, Oracle Support Sales did not issue any new support renewal quotes or complete the
renewals process. Oracle Support Sales was able to accept purchase orders from customers for support
renewals, but was not able to issue any invoices.
Now that the migration of customers’ systems, licenses, and support contract records has been
completed, Oracle SRRs will contact their customers prior to their contract expiring to discuss their
renewal.
Did customers continue to receive support during the transition period?
Customers continued to receive support for their MICROS systems and licenses as long as they had an
active warranty or support contract as of January 1, 2015. If a customer’s warranty or support expired
during the transition period, Oracle continued to honor it.
Where should I go if I have questions about my support renewal?
Customers should contact their Oracle SRR by referencing the Oracle Support Contacts Global Directory,
scrolling down to the appropriate country, and using the phone number for Support Sales if they have
any questions.
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Support Offerings for United States and Canadian Customers
General Overview
For MICROS customers in the United States and Canada, new support offerings went into effect on April
1, 2015. As of that date, the Oracle Support offerings are now available for all new orders. Your legacy
MICROS support contract will be moved to the Oracle Support offerings either through a migration or
through a new purchase.
Beginning on April 1, 2015, United States and Canadian MICROS customers will be migrated from their
current MICROS Support offering to the equivalent Oracle Support offering when their existing support
contract expires.
Where can I obtain more information about the support offerings for Oracle’s MICROS
products?
Information about the new Oracle support offerings is available in the Customer FAQ on the Support for
MICROS Products page on oracle.com.
Where can I go with questions about the support offerings and pricing?
Customers should contact their product sales representative about the Oracle Support offerings for new
orders. Contact your Oracle SRR with questions about the support offerings and your support contract
renewal. To reach your Oracle SRR, go to the Oracle Support Contacts Global Directory, scroll down to
the appropriate country, and use the phone number for Support Sales.
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Advanced Customer Support (ACS)
Overview
Oracle Advanced Customer Support (ACS) operates globally as a part of Oracle Customer Support
Services and partners closely with Oracle Development to deliver a broad range of services, which build
upon Oracle Premier Support to help our customers maximize solution availability, performance and
value.
For more general information about ACS offerings, please visit
http://www.oracle.com/us/support/index.html and scroll to the ACS section.
Which ACS offerings are available for MICROS customers, and when?
MICROS customers can benefit from a variety of ACS services. The offerings that will initially be made
available to MICROS customers include:
Oracle Functional Help Desk Support
Oracle Priority Support and Cloud Priority Service
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Once the Support delivery migration to the MOS platform for US and Canada is completed on August 10,
2015, these ACS services will be available for delivery to customers in the US and Canada.
For more information on ACS services or to find a local sales representative, contact
[email protected] or visit the ACS site.
What is Oracle Functional Help Desk Support?
The Oracle Functional Help Desk Support offering is a replacement for the MICROS Dedicated Help Desk
offering, and provides end users with a single point of contact for functional and technical support, for
all components within their solution.
The service includes both proactive and reactive support to assist with the usability of MICROS solutions,
and is supported by a team of resources with customer specific knowledge and product expertise.
Will end users be able to reach the team who knows their current MICROS system
configuration?
Yes, customers can purchase the Oracle Functional Help Desk Support offering, which provides
functional support tailored for end user customers. Oracle Functional Help Desk Support allows end
users to call into a team of Oracle representatives with specialized knowledge about the customer’s
MICROS setup and system configurations.
Why should customers purchase Oracle Functional Help Desk Support?
Oracle ACS is committed to helping customers keep their mission-critical systems up and running
smoothly. As a supplement to the standard Premier Support offering, Oracle Functional Help Desk
Support provides customers personalized and tailored support to help maximize the availability,
performance, and value of their MICROS systems. Customers can have peace of mind knowing a
dedicated team, with specialized knowledge about their MICROS setup and configurations, is available
to assist end users when incidents occur.
Can customers purchase Oracle Functional Help Desk Support without purchasing Oracle
Premier Support?
No, Oracle Functional Help Desk Support is an added feature to Premier Support. Customers can only
purchase the Oracle Functional Help Desk Support service when Premier Support is already in place.
What are Oracle Priority Support and Cloud Priority Service?
The Oracle Priority Support and Cloud Priority Service offerings provide customers with expert guidance
and an expedited response to accelerate problem resolution and drive greater IT efficiency across the
entire Oracle software stack.
The benefits of the Oracle Priority Support and Cloud Priority Service offerings include:
Faster problem response. Get a front-of-the-line service and access to Oracle experts to speed
problem resolution and response for your entire Oracle software stack.
Predictable support experience. Service-level response targets, based on level of severity, offer
a predictable, repeatable support experience.
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Expedited issue resolution. A Support Delivery Manager is assigned to proactively monitor
problem resolutions and escalations.
What’s the best way for a customer to learn more about Oracle Functional Help Desk Support,
or the Oracle Priority Support and Cloud Priority Service offerings?
Send all inquiries to: [email protected] and reference the ACS site.
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Support Delivery Transition
Overview
Effective August 10, 2015, support for Oracle’s MICROS products in the US and Canada will transition to
MOS and will no longer be provided through the MICROS Support portals or e-mail channels. The
MICROS Support phone numbers will not change and customers and dealers can continue to use those
to call Oracle MICROS Support in the US and Canada even after the move to MOS. In the event that a
support phone number does have to change, appropriate communication will be sent to customers and
dealers in advance.
MOS is the customer-facing support platform for customers and dealers.
An SI is the key that customers and dealers use to register on MOS. The appropriate SI is used to create
Service Requests (SRs) in MOS or by phone. Without an SI, the customer or dealer cannot register or
create SRs in MOS. An SI is created when a customer’s order is booked. The SI therefore carries
information about the products and services the customer has subscribed to or purchased and their
start and end dates. Oracle MICROS customers will also be able to use their MLPN to identify themselves
when logging SRs via the phone.
The SIs for the legacy MICROS customers and dealers in the US and Canada will be sent to them via a
Welcome Letter on July 20, 2015. Once the customers and dealers receive their MICROS SIs, they will be
able to register on MOS. However, they will not be able to create MICROS SRs in MOS until August 10,
2015.
The FAQs in this section apply only to customers and dealers that are supported by the US and
Canadian support teams, excluding the JTech and Cruise customers.
The matrix below reflects who customers and dealers are to contact as of August 10, 2015, for
assistance based on the request type.
Request Type Contact
Questions regarding use of or access to MOS Oracle Support via the MICROS Support phone numbers
Technical product issues Oracle Support via MOS or the MICROS Support phone numbers
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Request Type Contact
Product defects Oracle Support via MOS or the MICROS Support phone numbers
Questions regarding the use of the product Oracle Support via MOS or the MICROS Support phone numbers
Product enhancement requests Oracle Support via MOS or the MICROS Support phone numbers
Patches Oracle Support via MOS or the MICROS Support phone numbers
What is the best way for a customer to get support for their MICROS products?
The best way for a customer to get support from Oracle is to call the MICROS Support phone numbers or
to create an SR in MOS (beginning August 10, 2015 for customers and dealer supported by the US and
Canada). We understand that in the past you may have visited a MICROS District office to pick up a part
or called a Field or Sales representative directly. We want to be aware of all customer reported
questions and issues so we can be prepared with the right resources to better service all customers.
Oracle has automated systems that will make it easier for us to service our customers if your question or
issues are logged in MOS as an SR.
Can I request to work with a specific Support or Field engineer?
New SRs will be assigned to a Support Engineer or Field Engineer based on skills and availability.
Customers will get the fastest response if we route your SR to the best skilled available engineer. For an
existing SR, you can either update the SR via MOS or call the support phone number using the SR
number to be routed to the assigned engineer.
What is the anticipated response time to the various severity requests?
Oracle will continue to fulfill the terms of your legacy MICROS agreement until it expires. Once it expires
and it is renewed, your terms will be migrated to standard Oracle terms and conditions.
To learn more about Oracle Premier Support, reference the Technical Support Policies for software and
hardware.
To learn more about the Oracle Cloud Support, reference the Hosting and Delivery policies.
Can I still submit new SRs via email?
New SRs can be logged either via MOS or by phone. There is no longer an option for submitting new
requests via email.
What are Oracle Support Operating Hours for Phone Support?
Phone Support is available 24 x 7 under Oracle's Premier Support for Severity 1 issues. You may log non
Severity 1 issues at any time and they will be worked during normal business hours.
If you need immediate assistance, please call the MICROS Support phone numbers. The US and
Canadian Support phone numbers will be listed on the MICROS Support page by August 7, 2015.
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Under what situations will SRs be handled by Support Engineers in different countries?
Initially, it is unlikely that SRs logged for the US and Canadian support teams will be routed to Support
Engineers in any other country. Once we move other regions to MOS that will allow us to share work
globally. In all cases, an SR will be routed to the appropriate location, based on the severity of the SR
and the time the SR was logged. It is more likely for a severity 1 SR to be routed to another country,
which will allow us to provide better service and have the most appropriate Support Engineer who is
available at the time to work on your SR.
How can I get assistance with non-technical issues (e.g. issues regarding how to use MOS)?
Call Oracle MICROS Support by using the MICROS Support phone numbers for help with both product
and non-product related issues.
Are any changes being made to the Support systems that impact customers prior to August 10,
2015?
No changes are being made prior to the MICROS Support cutover on August 10, 2015 for customers and
dealers who are supported by the MICROS Support teams in the US and Canada.
Will I still be able to use Bomgar or other remote support connection tools that were used by
MICROS to have Support troubleshoot my issues?
In the past, MICROS used various mechanisms to provide remote support and in some instances, explicit
customer acceptance of the remote connection was not necessarily required. In instances where
“Unattended Remote Access” was allowed, MICROS Support had the ability to connect into a property
using an agreed technology or tool to provide remote assistance without requiring a customer
representative approve the inbound support session.
Oracle has determined that it is important that customers actively enable and control support sessions,
including the ability to shut down the remote support session at any time. This is important to the
integrity of our customers business and business systems. This means that a customer representative
will need to actively accept each individual request made by Oracle Support for remote access.
Beginning August 12, 2015, all remote support tools used by Oracle Support will require a customer
approval (“handshake”) in order to validate and initiate each support connection. To this end, Oracle will
be using tools such as WebEx to enable support connections to your property/properties via
authenticated and encrypted channels.
Where can I obtain the MICROS software for download?
The current release of the Oracle Hospitality, Oracle Retail, and MICROS software products are available
in Oracle’s Software Delivery Cloud.
To access the Oracle Software Delivery Cloud, you will need an Oracle Single Sign-On (SSO) account.
Registration instructions for setting up an account can be found on the site. After logging into the site,
you can download all current releases of Oracle products by selecting the appropriate Oracle Hospitality,
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Oracle Retail, or MICROS product and the relevant platform. For further assistance, send an email to
Oracle at [email protected].
My Oracle Support (MOS)
How do I get access to MOS?
To get access to MOS, you will have to first create an Oracle SSO account and then add an SI to your
account. That process is called registering on MOS. For instructions on how to register on MOS, please
reference the Registration FAQ. Within the FAQ is a link to a video that covers the steps necessary to
create an Oracle SSO account and add the SIs to your MOS account.
The first person that uses the SI to register on MOS will be prompted to accept the Customer User
Administrator (CUA) role and be required to enter the first five characters of the name of the
organization that owns the SI. Use the exact company name as referenced in the letter sent to you with
your SI.
What is a Customer User Administrator (CUA) and how can I find out more about the role?
The CUA grants user access to the SI and manages user privileges. It is very important that multiple users
of the same SI within the same company discuss how to administer access to MOS. Oracle recommends
that there be at least two CUAs for each SI to provide approval coverage. More information can be
found on the Being a Customer User Administrator MOS help page or by viewing the Customer User
Administrator (CUA) Role and Responsibilities training video after logging on to MOS.
All CUA activities are managed within the My Oracle Support Portal, not the Cloud Support Portal. To
switch between the My Oracle Support Portal and the Cloud Support Portal use the links found in the top
right hand corner of the page once you have logged into MOS. You can also use Mobile My Oracle
Support.
Can we have more than two CUAs to represent separate organizations within our company?
Yes, Oracle advises that customers have a minimum of two CUAs, but customers can have more. There
is no limit to the number of CUAs. Only the first person who registers with an SI will be asked to accept
the CUA role. Once the first CUA is approved, he/she can upgrade other users to be a CUA.
How do I find out who the CUA is for my SI? From within the Cloud Support Portal, click on your email address in the top right corner and then select
My Account. In the Support Identifiers table, find the row for the SI you want to know the CUA, and
then select the ‘View’ option in the Administrators column.
Where can I obtain information related to Mobile My Oracle Support ?
Mobile My Oracle Support can be used for CUA activities, as well as to search the knowledge base, view
and update SRs. More information about Mobile My Oracle Support can be found in the My Oracle
Support How-to Series: How to use Mobile My Oracle Support. You can also reference the list of
supported mobile browsers.
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When can I set up our CUAs and register on MOS?
You can begin to register on MOS and set up your CUAs on July 20, 2015. Please note that SRs cannot be
logged on MOS until MOS goes live on August 10, 2015 for MICROS customers supported out of the US
and Canada. If you are an existing MOS user, you can add your MICROS SI to your existing MOS account.
How do I add additional SI numbers to my MOS account?
When initially registering on MOS, you have the option of adding multiple SIs. Once registered and in
the Cloud Support Portal (as of July 20, 2015), you simply click on your email address in the top right
corner and choose My Account. The Support Identifier list is where any additional SIs can be added.
Click on Request Access. Fill in the Support Identifier number and then click on Request Access again.
Once my SIs are added to my MOS account, will I be able to use them to log new SRs?
First you will need to be authorized by the CUA for each SI. The CUA will receive notification that your
request is pending. Once you have been authorized by the CUA, you will be able to use the SI to log new
SRs beginning August 10, 2015.
How can I correlate our various SI numbers to the MICROS products or cloud subscriptions
purchased?
Log into MOS and select the Cloud Support Portal (you may have to click on that in the upper right
area of the page). You can switch between Cloud Support Portal and My Oracle Support Portal.
Click on your name in the top right of the page.
Click on My Account.
Click on a specific SI in the Support Identifiers box. That will open a box called Support Identifier
License Information. The product, contract status, and support level information is shown.
Also, by starting the SR Create process, you will see the products associated with your SI.
Can I use my existing non MICROS product SIs to create MICROS SRs?
SIs are tied to specific products that are covered by a support contract or cloud subscription contract. If
you did not add your MICROS product SIs to your MOS account, you will not be able to create SRs for a
MICROS product issue. If you would like to open SRs for your MICROS product issues or questions in
MOS, you will have to add the MICROS product SIs to your MOS account. Your MICROS product SIs were
sent to you via email in the Customer Welcome Letter or may have been given to you by an Oracle field
employee if we did not have a valid email address for you.
How can an Oracle Consultant or other third party create SRs on my company’s behalf?
You can choose to provide your SI to an Oracle Consultant or other third party to allow them to create
and update SRs. They will need to add your SI to their MOS account and it will then go to the CUA from
your company for approval. Once approved, they will have access and visibility to the SRs associated
with that SI and will also be able to directly create and work on SRs on your behalf.
How can I provide feedback about my experience with the MOS support portal?
If you are experiencing issues in the use of or access to MOS, please call Support using the MICROS
Support phone numbers.
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To provide feedback in the absence of a specific SR, while in MOS you can use the Switch to My Oracle
Support link located in the top right hand corner of the Cloud Support Portal and once there use the
“Contact Us” link located on the top right-hand corner. This option provides a way to make general
comments, give suggestions and ask questions.
Within 48 hours of the closure of an SR, the individual who opened the SR (in MOS or by phone) will
receive the Service Request Transactional Survey (STS) via e-mail to share feedback about their
experience with that specific SR. Within the survey, you can indicate whether you want an Oracle
Support manager to follow-up with you on your feedback.
How can I provide feedback about specific Knowledge Base articles in MOS?
On the knowledge article page, there is a Give Feedback button in the upper right area of the article,
which allows you to provide feedback for a specific article.
How can I receive email notifications regarding topics of interest to me?
In order to receive e-mail updates on SRs, Bugs, Knowledge Articles, Alerts, and Desupport notices, use
the Switch to My Oracle Support link located in the top right-hand area of the Cloud Support Portal.
Once there, click on your name at the top right of the page and then My Account from the menu. On
the My Account page, click on Hot Topics E-mail. Proceed to set the alerts you would like to receive.
Will the SRs I logged with MICROS Support on one of the legacy MICROS Support portals be
available in MOS?
No. None of the open SRs in the legacy MICROS support portals will be moved to MOS. However,
MICROS Support Engineers will continue to have access to open SRs in the legacy MICROS Support
portals for a period of time following the transition.. For longstanding open SRs, the Support Engineer
may decide to manually move the SR to MOS and track it there.
Hardware Support
Who will be responsible for replacing failed parts?
If the failed part or whole unit is designated by Oracle as a Customer Replaceable Unit (CRU), then the
customer is expected to be able to remove the failed part or whole unit and replace it with a good spare
from Oracle. The customer can receive remote telephone support to help them with a CRU
replacement. If the part or whole unit is identified by Oracle to be a Field Replaceable Unit (FRU), then
Oracle will have a trained Oracle Field Engineer dispatched to come on site to perform the replacement.
When will the tracking number for a part replacement be provided to the customer?
The part replacement shipping tracking number will be updated inside the SR once the Oracle shipper
(DHL) picks the replacement part and schedules it for shipment. This can take one to two hours once an
automated shipping request is sent to the Oracle shipper (DHL). The customer can then track the
progress of the replacement part being shipped to them.
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Additional Resources for Customers and Dealers External MICROS Support Page
Oracle Technical Support Policies
Oracle Cloud Hosting and Delivery Policies – Includes Cloud Support policies
Support Offerings and Renewals Customer FAQ
MICROS Dealers Transition Guidelines and FAQ (dealers only)
US MICROS Dealer Services FAQ (US dealers only)
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Oracle Terminology
Term Definition
ACS Advanced Customer Services – support services offered to customers in addition to Premier Support or Oracle Cloud Support – includes fixed price and T & M services for both hardware and software that is outside the scope of Premier Support (http://www.oracle.com/us/support/advanced-customer-services/overview/index.html)
CSA Oracle’s Cloud Services Agreement – Oracle’s standard contracting vehicle for Cloud Services (http://www.oracle.com/us/corporate/contracts/cloud-services/index.html)
CSI Customer Support Identifier – another name for SI, Support Identifier. See SI below.
CRU Customer Replaceable Unit – a hardware replacement part or whole unit installed by the customer
eDelivery A predecessor name for what is now the Oracle Software Delivery cloud
FRU Field Replaceable Unit – a hardware replacement part or whole unit installed by Oracle Field Support onsite at the customer
KM Knowledge Management - the collection of articles that assist customers with known issues or situations
LSP Lifetime Support Policy – Oracle program for supporting products and releases. Desupport dates are documented in the LSP datasheet by technology area (middleware, applications, hardware, etc). http://www.oracle.com/us/support/lifetime-support/index.html - Lifetime Support applies only to on premise deployed software and hardware.
MLPN Main Site Location Phone Number – customer’s main site location phone number, specific to each site, that can be used to identify the customer when calling Oracle MICROS Support. Used by MICROS in many countries.
MOS My Oracle Support – the platform used by customers and dealers to report issues, ask questions, track and manage SRs, and search the knowledge base. (https://support.oracle.com/)
OCSA Oracle Cloud Services Agreement – Oracle’s standard contracting vehicle for Cloud Services (http://www.oracle.com/us/corporate/contracts/cloud-services/index.html)
OMA Oracle Master Agreement – master contracting document for Oracle
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Term Definition
Oracle Software Delivery Cloud
External site for customers to access and download software (https://edelivery.oracle.com/). Customers must agree to Oracle's trial license terms before downloading products if they do not have a current valid license to use.
Oracle Store Oracle’s online marketplace where customers can purchase products and support. Also used for support renewal processing. (https://shop.oracle.com/)
RoHS Restriction of Hazardous Substances. RoHS restricts the use of six hazardous materials found in electrical and electronic products. All applicable products in the EU market after July 1, 2006 must pass RoHS compliance. RoHS impacts the entire electronics industry and many electrical products as well.
SAM Support Account Manager– an individual assigned to manage one of the top customer accounts
SI Support Identifier – the number a customer uses to access Oracle Support either through the Support phone numbers or via My Oracle Support. The SI is generated when the customer’s license or product order is booked in order management and represents the customer’s entitlement for Support. May also be referenced as CSI, Customer Support Identifier.
SR Service Request – a record in My Oracle Support either logged for a customer or by a customer regarding an issue or question the have regarding an Oracle product
TSP Technical Support Policies – the policies that govern a customers’ support term for on premise deployed software or hardware (http://www.oracle.com/us/support/policies/index.html)
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