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Important note: This User Guide has been archived.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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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
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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
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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.
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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 .
Enter the required
information and click
on “Create Account.”
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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.
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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.
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When ready to proceed, click “Checkout”.
You can now Confirm and Place Your Order.
Click “Checkout”
when ready to
proceed.
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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
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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.”
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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.
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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.
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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.
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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.
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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.
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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.
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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.”
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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
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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.”
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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.”
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The system will display a payment submission message.
Select a Payment
Method and click
“Submit Payment.”
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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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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”