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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

acsdirect_us@oracle.com 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: acsdirect_us@oracle.com 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 edelivery_ww@oracle.com.

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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