oracle my support renewals user guide

Oracle My Support Renewals User Guide

February 1, 2021

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Important note: This User Guide has been archived. Visit My Support Renewals Help to view the latest information and knowledge articles.

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2 USER GUIDE | Oracle My Support Renewals


Table of Contents

SUPPORT SERVICE RENEWALS ON ORACLE MY SUPPORT

RENEWALS ............................................................................... 3

Save Time, Renew Online ............................................................... 3

ACCESS AND ACCEPT SUPPORT SERVICE RENEWALS ......... 3

Access Support Service Renewals through the Renewal

Reminder ............................................................................................ 3

Access Support Service Renewals through My Support

Renewals ............................................................................................. 6

Accept a Support Service Renewal ............................................... 8

Confirmation of the Support Service Renewal Acceptance .. 12

Verify Auto Renew Support Service Renewals ......................... 13

ADDITIONAL MY SUPPORT RENEWALS FUNCTIONS ......... 15

Access a Support Service Renewal Order .................................. 15

Access Accepted or Future Support Service Renewals .......... 16

Obtain an Invoice or Credit Note ................................................. 16

Access and Pay your open Invoices ............................................ 18

Request Assistance on Support Service Renewal ................... 23

Collaborate through the Support Service User Group........... 25

Create and Manage a User Group ........................................ 25

Become Member of a User Group ........................................ 27

Update Quote To Details .............................................................. 27

Update the Customer Reference Field ...................................... 28

Support Service Renewal Reports .............................................. 29

Summary and Detailed Report .............................................. 29

Standard CSV Downloads ...................................................... 30

GET HELP ................................................................................ 31



SUPPORT SERVICE RENEWALS ON ORACLE MY SUPPORT RENEWALS

Save Time, Renew Online Here are five great reasons to join the many thousands of Oracle customers who have already made the switch to online renewals

via Oracle My Support Renewals:

1. Sign in is easy: My Support Renewals is fast, free, and secure.

2. Anytime access: View pending, past, and future Support Renewals online 24/7.

3. Simplified management: Easily manage and share your Support Renewals within your organization.

4. Time savings: Renew online with a few simple clicks, using a variety of payment options.

5. Ongoing assistance: An Oracle Support Renewal Advisor is available to provide assistance.

ACCESS AND ACCEPT SUPPORT SERVICE RENEWALS

Access Support Service Renewals through the Renewal Reminder

120 days before your Support Service is due to expire, you will be sent an email stating that the Support Service Renewal is waiting

for your acceptance on My Support Renewals. The email notification contains your Username (your email address is your

username) and URL links to:

Quick Checkout

Manage Your Renewals



You will be prompted to authenticate your Username and Password. If you have forgotten your Password it can be Reset.

Note for First Time Access

If you are logging into My Support Renewals for the first time, select the My Profile Reset Password link available in the email

notification you have received and enter the username (your email address) provided in the same email.

An email containing instructions on how to reset your password will be sent to the email address associated with your account. By

clicking on “Reset Password” in that email, you will be invited to create a new password.

Then, sign into My Support Renewals and complete the registration form, which has been pre-filled with information related to your

account to assist with creation of your Oracle Account.

https://profile.oracle.com/myprofile/account/forgot-password.jspx



.

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 .

Enter the required

information and click

on “Create Account.”

http://www.oracle.com/us/corporate/contact/about-your-account-070507.html#faq



Access Support Service Renewals through My Support Renewals

Alternatively, after signing in, you can access Support Service Renewals from the My Support Renewals Home Page.

The list of Pending Support Service Renewals will display as follows:

• 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).

Click “All Pending” or hover over “Support

Services” and click “Pending Renewals” to view

Support Service Renewals that are waiting for

action/review.

https://supportrenewal.oracle.com/apex/f?p=supportrenewal:home:0



Accept a Support Service Renewal

From the Pending Annual Support Service Renewals list click on the Support Service Renewal Number you would like to

review.

These are the Annual Support Service Renewal details that will be displayed.

Click on the Annual

Support Service Renewal

to review the details.



When ready to proceed, click “Checkout”.

You can now Confirm and Place Your Order.

Click “Checkout”

when ready to

proceed.



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).

Click the box to accept

the Terms and

Conditions. Then click

to accept the Support

Service Renewal order.

Select a Billing

Address or add a new

Billing Address

Select the Renewal

Method for Future

Support Periods

Click to add a Payment

Method

http://www.oracle.com/us/support/library/auto-renew-overview-customers-3410426.pdf



Terms and Conditions: On the right hand side of the page, click on the “Premier Services” terms and

conditions link to review the terms and conditions and check the “I agree to the terms and conditions” box in

order to proceed with the purchase.

Place Order: Review the order for accuracy and when ready, click “Place Order.”



Confirmation of the Support Service Renewal Acceptance

The system will display an order completed confirmation message.

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.



Verify Auto Renew Support Service Renewals

From the Pending Support Service Renewals page, you can select the Support Service Renewals with “Auto Renew”

Renewal Method. Auto Renew Support Service Renewals cannot be added to a cart or checked out.

Auto Renew Support Service Renewal details will be displayed. You can select and update the “Customer Reference,”

“Quote To,” “Bill To,” and “Ship To” details by clicking on the appropriate links.

Click on the “Messages“ tab

and the “Your Oracle

Support Service Renewal -

Accepted“ message to

display the acceptance email

details.

Click on the Auto Renew

Support Service Renewal to

review the details.



Auto Renew Support Services Renewals are set to the “Bill Me” method by default. Optionally, you can enter a different

method of payment (Credit Card, Purchase Order) up to 32 days prior to the Support Service Renewal start date. Click on

“Change” to update the payment method if required.

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.

Click on “Change” to

update the current

“Payment Information.”

Click on “edit” to change the

current “Customer Reference.”

Click on, “Update Quote To

Details,” “Update Bill To

Details” or “Update Ship To

Details” to make desired

changes.



ADDITIONAL MY SUPPORT RENEWALS FUNCTIONS

Access a Support Service Renewal Order

After signing into My Support Renewals using their Single Sign-On account, members of your organization in a Participant,

Viewer, or Coordinator role (see “Collaborate through the Support Service User Group”) will now be able to access and

download a copy of the Renewal Order which reflects the information shown 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

Click “Renewal Order” and follow the

prompts to access and/or download

your Renewal Order for a Support

Service Renewal.



Access Accepted or Future Support Service Renewals

After signing in, you can access Support Service Renewals that have been accepted/booked and future Renewals from the

My Support Renewals Home Page.

Obtain an Invoice or Credit Note

You may access an Invoice or Credit Note from the History list (already accepted Support Service Renewals) or from the

Billing Center (refer to the section below “Access and Pay your open Invoices”). From the list of accepted Support Service

Renewals, click on the Invoice or Credit Number you would like to review.

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.

Click “History” or

“Future” to view

accepted or future

Support Service

Renewals.

Select “History” and click on the

Invoice Number to view the

Invoice details.




If the Invoice is not ready, you will see the message “This invoice is not currently available as we do not generate invoices

before the invoice date. Your invoice will be ready to view, download, and email after the invoice date.”

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 “Pay” the invoice.

Click “View or Pay

Invoice” to view the

Invoice details.

Click “Pay” to pay

the invoice.

https://supportrenewals.oracle.com/apex/f?p=1500:1002:3283216540001#28457840085043290634276890

https://supportrenewals.oracle.com/apex/f?p=1500:1002:3283216540001#28457840085043290634276890



Access and Pay your open Invoices

You may access your invoices and pay them from the History list (refer to the previous section) or from the Account

Dashboard’s Billing Center. Hover over your Username, click “Account Dashboard” and then click ‘Billing’ in the Billing

section.

Click “Billing” to view

the list of Invoices.

Hover over your Username and

select “Account Dashboard.”



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 Payment 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.

Click to pay invoice



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.”

Click "Add new payment

(Credit Card, PayPal),” then

click "Credit Card" or

“PayPal.”

Complete the Credit

Card details and

click “Finish.”



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 Payment 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 can now proceed with the submission of your payment.

Click “Log In” to log into your existing PayPal

account and then click “Agree & Pay.”



The system will display a payment submission message.

Select a Payment

Method and click

“Submit Payment.”



By selecting ”Payment Center”, you will return to the list of Invoices where the status of your Invoice will be updated to

”Payment Submitted”. Click “View Online Payment Details” to review the payment details. Once the payment is processed,

the status will change to “Closed.”

Request Assistance on Support Service Renewal

You can request assistance for Pending and Future Support Service Renewals. From the list, click on the Support Service

Renewal you would like to review. If you have questions regarding your Support Service Renewal, please click on the

“Request Assistance” link.



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.

Click “Request Assistance” to

create a Renewal Service

Request.

Enter a Subject and a

Description for the request.

Click “Next Step” to proceed

with the creation of a request.



Collaborate through the Support Service User Group

Support Service User Group provides you the ability to invite multiple users to collaborate on your Support Service

Renewals and to share with them all of the Support Services information in your account. As the Support Service Renewal

owner, the individual to whom the support service renewal is published, you have the ability to start your own User Group,

invite members to your User Group as Participants, Viewers or Coordinators as well as remove members from your User

Group, as needed. You can also create and save carts on My Support Renewals for other members of the User Group to

review and action as appropriate.

Create and Manage a User Group

You can navigate to the User Group from the My Support Renewals Home Page to proceed with the creation and

management of User Groups.

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.

Select “User Groups”, or

hover over “Support

Services,” then select

“User Groups”.

Click “Start Your Group” to start

your own 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:

Participant Role: View, Accept Renewal, and Request Assistance.

Viewer Role: View Renewal and Request Assistance.

Coordinator Role: View Renewals, Create and Save Cart, and Request Assistance.

An invitation is sent to the user’s email address.

The system will display the user’s email address under the column Username and the Status Invited. From that page, you

can proceed with the management of the users by adding further users (click on “Invite Members”) and by removing users

(click on “Remove”).

Enter the user’s email

address, select the role to

be assigned to that user,

and click “Invite.”

Click “Invite Member” to add

users to the User Group.



Become Member of a User Group

Upon receipt of an invitation to join a User Group, which allows you to access the Support Service Renewals of the User

Group owner, navigate to the My Support Renewals Home Page and sign-in to proceed with the acceptance.

From the My Support Renewals Home Page, hover over “Support Services” and then select “User Groups.” Proceed with

acceptance of the invitation.

You will now have access to view the Support Service Renewals and further Support Services information of the Owner of

the User Group.

Update Quote To Details

You can change ownership for Pending Support Service Renewals. From Pending Support Service Renewals, select the

desired Support Service Renewal and then click on “Update Quote To Details.”

Click “Accept,” add a

comment if desired, and

click “Accept” again to

become a member 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.

Update the Customer Reference Field

The “Customer Reference” field may be used for your internal tracking purposes. From the Home, (All) Pending Renewals

or Support Service Renewal Summary page, click on “edit” next to Customer Reference.

Select the desired Support Service

Renewal and click on “Update Quote To

Details” to make any Support Service

Renewal ownership changes.



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.

Support Service Renewal Reports

Summary and Detailed Report Summary and Detailed Report allows you to filter and download information for all of your Support Service Renewals

(Future, Pending and History) in one single report. The report feature can be accessed from the “Create Report” button

found on the right-hand side of the following screens: Pending Renewals, Future Renewals, History, Pending and History

View, and the Oracle My Support Renewals home page.

The Summary Report includes service level information only, whereas the Detailed Report includes service level

information as well as details of each product.

Click “edit” to enter Customer

Reference information.

Click “Submit” to complete the

“Customer Reference” entry.



The list of information can be filtered as required by selecting the “Show Filters” option and based on the Support Service

Number, Customer Name, End User, Start Date, End Date, Customer Reference, Customer Reference 2, Quote To Contact,

and SSO Username. The report can be saved in csv format.

Note: A limit has been applied to the size of the CSV Report. The Summary Report can download a maximum of 25,000

Support Service Renewals at one time. The Detailed Report can download a maximum of 50,000 products at one time.

Standard CSV Downloads

You can download information (10,000 line limit) regarding your Support Service Renewals into a CSV file.

Standard Report can be accessed from the “Download” menu item under “Actions” in the following screens: Pending

Support Service Renewals, History, Pending and History View, Future and Saved Carts.

Click “Create Report,” select the

Renewal Type, enable Filters if

required, choose a Report type, and

click “Download Report.”

Click “Actions” and select

“Download” to download a

report in Standard format.

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USER GUIDE | Oracle My Support Renewals

October, 2021

GET HELP

If you have questions, several options are available to you:

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.

If you have questions, call for

Assistance, click “Live Chat”

or click “Help”

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