Ravello Support has moved to My Oracle Support.

To open new technical issues or track existing issues, log into the Ravello cloud service, click on “Help & Support”, and then select “My Oracle Support". To contact Oracle Support by phone, refer to the Oracle Support Contacts Global Directory, scroll down that page past the Acquired Product Support section and the Online Support section for the list of phone numbers by country.
This Support page will be decommissioned by July 28,2017
For more info: Visit our Customer Training page

Support Tickets Severity Definitions

When submitting a request to Ravello Support, select one of these severity levels.

Severity 1:

  • Entire Ravello management system is down, or
  • VMs are down or inaccessible due to Ravello service technology failure or public cloud downtime and  this is causing wide malfunction of the Customer's application

Severity 2:

  • Incident or bug causes functionality failure for the customer’s VMs. A temporary reasonable work around exists until Ravello handles the issue

Severity 3:

  • Incident or bug causes functionality failure of the Ravello management system
Have more questions? Submit a request

Comments

  • Avatar
    Bowe Strickland

    I find these level names unintuitive, and need to keep consulting this page to remind myself what I should use.. could they be replaced with "Critical/High/Low?".  Keep up the good work!

  • Avatar
    Matt Cameron

    I agree with Bowe Strickland. 

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