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Customer Renewal Guide 2194224
Customer Renewal Guide 2194224
User Guide
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Once the Oracle Account is completed, you will be taken to the My Support Renewals Home Page.
You should now be ready to access your renewals on My Support Renewals.
For account access related questions or issues, view the Oracle Account FAQs .
• List of Annual Support Service Renewals (Renewals that require your annual acceptance and for which the technical support
services will not renew automatically).
• List of Auto Renew Support Service Renewals (Renewals that are set to Auto Renew and for which the Support Period is
automatically extended for an additional Support Period).
These are the Annual Support Service Renewal details that will be displayed.
On the Confirm and Place Your Order page, you will be guided through the following steps:
Billing: Select a billing address. If a different address is required, click the “Add a new address” link to
update/change the billing contact or address. If the appropriate address does not exist, you can enter a new
billing address. If “Pay with Purchase Order” is selected as the Payment Method, the billing contact and address
on the order should match the billing contact and address listed on the attached Purchase Order.
Payment: Select the Renewal Method for Future Support Periods (Auto Renew or Annual)
o Auto Renew is the process by which the Support Period is automatically extended for an additional
Support Period, unless technical support services are otherwise terminated in accordance with the
terms of the ordering document. View the Oracle Support Service Auto Renewal Overview for
additional information.
o Annual requires annual customer acceptance, and technical support services will not renew
automatically.
Then, click “Add new payment (Credit Card, Purchase Order, PayPal or Bill Me)” to select a payment
method, enter the payment details, and click “Add Purchase Order” or “Bill Me.”
o Note: The payment methods available may differ by country, customer, and the amount (Orders for
some customers may be accepted by selecting the “Bill Me” option).
Order confirmation
message is displayed.
The accepted renewal will move into the History list and the acceptance email will be logged in the Oracle Online Renewal
Communication Center.
From the Home Page, select “History,” click on the Support Service Renewal you would like to review, and then click on the
“Messages” tab. Click on the “Your Oracle Support Service Renewal – Accepted” link to display the acceptance email detail.
The information on “Auto Renew” renewals can be updated up to 32 days prior to the start date, after which, the renewal
will be locked and no longer editable. The “Auto Renew” renewals will be automatically booked 30 days before the Support
Service Renewal start date.
If you wish to opt out of Auto Renew, click on the “Opt Out of Auto Renew process” link. Selecting this opt out option will
remove it from the Auto Renew process and your technical support services will not be automatically renewed. You will be
required to accept and checkout this Support Service Renewal each year. You can re-enroll this Support Service Renewal in
the Auto Renew process by selecting the Auto Renew option the next time you check out this renewal on My Support
Renewals.
Your Renewal Order provides you with detailed information regarding your Support Service Renewals.
The Renewal Order is available to you by clicking on the “Renewal Order” link on the following pages:
Pending Support Service Renewals
Support Service Renewal Summary
Saved Cart
Checkout
A “View Renewals Invoice” will be displayed as follows. If the Invoice/Credit Note has already been sent to you, you may
want to use the “View or Pay Invoice” option as shown below.
If the Invoice is not available, you will see the message “This invoice is not currently available. Please contact the Oracle
Collections Team for assistance.”
The Invoice information will display as follows. From this page you may want to “View”, “Download”, “Email” or “Pay” the
invoice.
Click “View Invoice”. The system will display the invoice in the PDF format.
A list of Invoices will be displayed as follows. Outstanding Invoices will have the status Open or Past due.
Click ”Pay” next to the outstanding Invoice when you are prepared to proceed with the payment.
Please note that Credit Cards and PayPal (PayPal is currently only available in a limited number of countries) are the only
accepted payments in the Billing Center.
The Bill To and the Quote To Contact will be able to pay Invoices.
The Bill To Contact may grant three different levels of access and an expiration date to users:
• View Access (Default) allows the designated user view the Bill To Contact’s invoices.
• Pay Access allows the designated user to pay the Bill To Contact’s invoices.
• Share Access allows the designated user to Share with another user.
You can add a new Credit Card or PayPal account or select an existing Credit Card or PayPal account.
If you have selected “Credit Card” you will be prompted to complete the Credit Card details.
Credit Card details are validated via CyberSource at the time they are entered.
After clicking “Finish,” you can select” Save the Credit Card for future payments” and “Make preferred.”
If you have selected “PayPal” (currently available in a limited number of countries), you will be redirected to the PayPal site
to log into your existing PayPal account. Once logged into your PayPal account, click “Agree & Pay” and the information will
be populated within the Submit Payment page of the Billing Center.
If your contract is associated with multiple invoicing (monthly, quarterly, etc.), you may select the “Use for Recurring
Payment” box in the Payment section to use that particular Payment Method on future Invoices.
You will be prompted to enter a description for your request of assistance on the My Support Renewals Help portal.
Review the suggested answers and click “My Question is Answered” if that’s the case or “Finish Submitting Question” to
proceed with the creation of the request.
To complete the creation of the Renewal Service Request (RSR), enter all details (marked with a *) and then click “Create
RSR” to submit your request.
The Renewal Service Request (RSR) will be listed in “Open Tickets” on My Support Renewals Help portal and routed to a
Support Renewal Advisor.
As the Support Service Renewal owner, the individual to whom the support service renewal is published, you can start your
own User Group.
Then proceed with an invitation to the members you would like to add to your User Group.
Click “Invite Member” to add
users to the User Group.
You will be prompted to add the user’s email address and select the appropriate role. You can add users in either a
Participant role, a Viewer role or a Coordinator role, based upon the access required:
You will now have access to view the Support Service Renewals and further Support Services information of the Owner of
the User Group.
In order to update the Quote To Details for a Support Service Renewal, the following information must be provided for the
new Quote To contact:
First Name
Last Name
Email Address (must be the same domain)
Address
Phone
Changing the Quote To contact removes the Support Service Renewal from the original Quote To’s My Support Renewals
Account.
Customer Reference fields of Pending Support Renewals can be updated in mass using a csv or xlsx file through the
“Upload“ link, available on the right side of the Pending Support Service Renewals screen.
Engage assistance by dialing the phone number available on the top and bottom of the page.
Chat with an Oracle Support Renewal Advisor: click on “Live Chat” and complete the Oracle Support Service
Renewal Chat Request form.
Visit the My Support Renewals Help portal by clicking on the “Help” link at the top or bottom of the screen.
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USER GUIDE | Oracle My Support Renewals
July, 2020