Oracle Support – Logging Incidents for Opera, Simphony EPOS, and Materials Control

Introduction

Oracle supports Gleneagles PMS, EPOS, and Food & Beverage (F&B) systems. If any of these services experience failure or degraded performance, Oracle support must be contacted for resolution.

When to Contact Oracle Support

You should contact Oracle support in the following situations:

• Opera PMS Issues (e.g., login failures, booking errors, system downtime)

• Simphony EPOS Issues (e.g., payment failures, POS terminal errors, transaction syncing issues)

• Materials Control Issues (e.g., stock level discrepancies, reporting errors, system access problems)

• General System Performance Degradation

Contacting Oracle Support

Oracle provides 24/7/365 support for the systems used at Gleneagles. Use the appropriate contact details based on your issue type:

Oracle Support Contacts

Logging an Incident with Oracle Support

Step 1: Gather Information Before Calling

To ensure a smooth support interaction, have the following details ready before contacting Oracle:

• Your Name & Contact Information

• Hotel Name & Location (Gleneagles Hotel SiteID 16222247, EDI SiteID 18075219 )

• Affected System (Opera, Simphony, or Materials Control)

• Issue Description (Include error messages, impact, and duration of the issue)

• Steps Taken (Any troubleshooting performed before calling)

• Incident Severity (Is the system fully down, partially degraded, or experiencing minor issues?)

Step 2: Call the Appropriate Oracle Support Number

• Provide the gathered information clearly and concisely.

• Don't forget to quote the Gleneagles Hotel SiteID 16222247

• Request a case reference number and document it in the IT Support Portal as a Ticket .

Step 3: Track and Update the Incident in the IT Support Portal

• Log the Oracle support case number in the IT Support Portal Ticket.

• Update IT Support Portal Ticket  with progress notes and Oracle's responses.

• Ensure regular follow-ups with Oracle until resolution.

Escalation Process

If there is no timely response or resolution from Oracle support:

• Escalate to IT Management internally.

• Request priority escalation from Oracle if the issue is business-critical.

• Document escalation steps in the IT Support Portal for tracking.

Conclusion

By following this structured process, our teams can efficiently log, track, and resolve Oracle-related system issues. Always ensure incidents are well-documented in the IT Support Portal for visibility and follow-up.