What does everyone think about the Eloqua Support portal being transitioned to Oracle? Does anyone have experience with that portal? Will we lose our existing and historical support cases?
Here is the email that I received:
| Dear Customer,
Oracle Marketing Cloud Support is pleased to announce the transition of support for the Oracle Eloqua cloud services to Oracle’s support portal, My Oracle Support. The transition to My Oracle Support will occur on March 24, 2014. Over the coming weeks you will receive two more notices with information on the transition to My Oracle Support as well as an invitation to training. We are looking forward to making this transition as smooth as possible for Eloqua customers.
Benefits of Transitioning to My Oracle Support: - Access to Oracle's exclusive web support portal, and the ability to create and track service requests through the portal.
- Use of the same Oracle tools and incident tracking features as other Oracle supported customers.
- Automated Service Request assignment to Oracle support engineers.
- Self-service capabilities, including Frequently Asked Questions (FAQs) and knowledge base articles for Oracle products, including Eloqua cloud services.
- Single view of the service requests for your supported Oracle products and cloud services.
My Oracle Support Transition Timeline
The transition to My Oracle Support will occur on March 24, 2014. Until this time, you will continue to use the Eloqua support processes for your support needs. Once the transition to My Oracle Support has been completed, Oracle Eloqua subscription customers will be able to access support services through My Oracle Support.
My Oracle Support Communications
In late February and early March, Oracle plans to send two important notifications regarding My Oracle Support:- A welcome to Oracle Support email which includes information regarding:
- How to register on My Oracle Support,
- How to take training on using My Oracle Support, and
- The Support Identifiers required to access My Oracle Support.
- A My Oracle Support training announcement with training schedule and training access information.
My Oracle Support Training
Oracle Support training is planned for March via live web conferencing sessions. The webcast access information will be sent to you in a separate training invitation email.
Training includes information regarding: - 1. How to register on My Oracle Support,
2. The role of the User Administrator,
3. New terminology, including severity level definitions,
4. The transition of all open Eloqua support cases and certain closed support cases to My Oracle Support, and
5. The processes associated with contacting Oracle Customer Support, creating service requests, searching the knowledgebase, and using My Oracle Support
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The training sessions may be taken as often as needed provided you are current on support.
Reference Information
We encourage you to refer to the Eloqua Support acquisition page regularly for the latest details about the integration.
We look forward to a continued business relationship.
Oracle Marketing Cloud Support
If you feel that you have received this email in error and are not a current Oracle Eloqua Support user, please send an e-mail to cs-support-integrate-comms_WW@oracle.com with "Unsubscribe/Communications – Eloqua Customer" in the subject line.
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