AWS odb documentation change
Summary
Added new section 'Getting support for Oracle Database@AWS' with detailed support contact information, scope clarification between Oracle/AWS support, account access requirements, and SLA references. Reformatted CIDR range warnings into header+paragraph structure and added transit gateway requirement note.
Security assessment
Changes focus on support processes and network configuration best practices rather than addressing specific vulnerabilities. While CIDR overlap warnings help prevent network conflicts, this is standard networking guidance rather than patching a security flaw. The transit gateway requirement prevents operational failures but doesn't directly mitigate a security risk.
Diff
diff --git a/odb/latest/UserGuide/odb-troubleshooting-overview.md b/odb/latest/UserGuide/odb-troubleshooting-overview.md index 360a57dd5..074946cbf 100644 --- a//odb/latest/UserGuide/odb-troubleshooting-overview.md +++ b//odb/latest/UserGuide/odb-troubleshooting-overview.md @@ -5 +5 @@ -Can't create ODB networkResolving connectivity issues between your VPC and ODB network or VM clustersUnresolvable hostnames or scan names of VM clusters from VPC +Can't create ODB networkResolving connectivity issues between your VPC and ODB network or VM clustersUnresolvable hostnames or scan names of VM clusters from VPCGetting support for Oracle Database@AWS @@ -20,0 +21,2 @@ Use the following sections to help troubleshoot networking issues you may encoun + * Getting support for Oracle Database@AWS + @@ -28 +30,4 @@ When you can't create a ODB network, the following are common causes: - * **Restricted CIDR Ranges** – The ODB network uses specific CIDR ranges for the client and backup subnets. Ensure that the CIDR ranges you've chosen for these subnets do not overlap with any restricted or reserved IP address ranges. +**Restricted CIDR Ranges** + + +The ODB network uses specific CIDR ranges for the client and backup subnets. Ensure that the CIDR ranges you've chosen for these subnets do not overlap with any restricted or reserved IP address ranges. @@ -44 +52,4 @@ Additionally, avoid overlap between specified CIDR ranges and those used for VPC - * **Overlapping VPC CIDR** – The CIDR range you've specified for the ODB network should not overlap with the CIDR ranges used by any of your existing VPCs. Overlapping CIDR ranges can cause routing conflicts and prevent the successful creation of the ODB network. Check the CIDR ranges of ODB peering VPCs and ensure the ODB network CIDR is unique and non-overlapping. +**Overlapping VPC CIDR** + + +The CIDR range you've specified for the ODB network should not overlap with the CIDR ranges used by any of your existing VPCs. Overlapping CIDR ranges can cause routing conflicts and prevent the successful creation of the ODB network. Check the CIDR ranges of ODB peering VPCs and ensure the ODB network CIDR is unique and non-overlapping. @@ -46 +57 @@ Additionally, avoid overlap between specified CIDR ranges and those used for VPC - * **Ownership of VPCs** – The ODB network and the VPC you're connecting to must be owned by the same AWS account. If you're trying to peer the ODB network to a VPC owned by a different account, the creation will fail. Verify that the ODB network and VPC are both owned by the same AWS account. +**Ownership of VPCs** @@ -48,0 +60 @@ Additionally, avoid overlap between specified CIDR ranges and those used for VPC +The ODB network and the VPC you're connecting to must be owned by the same AWS account. If you're trying to peer the ODB network to a VPC owned by a different account, the creation will fail. Verify that the ODB network and VPC are both owned by the same AWS account. @@ -49,0 +62,4 @@ Additionally, avoid overlap between specified CIDR ranges and those used for VPC +**Lack of a transit gateway** + + +If you add a CIDR range to the ODB network peered CIDR list without attaching a transit gateway to the VPC, the create or update operation fails. There is no requirement about the CIDR ranges that the attachment is used for. @@ -65 +81 @@ When you can't connect from your VPC to the ODB network or the VM clusters withi - * **Avoiding multiple ODB network peerings** – Check your VPC peering connections in the Oracle Database@AWS Console. Make sure you have only one active connection to an ODB network. If you see more than one ODB network peering, remove the extra ones. + * **Avoiding multiple ODB network peering connections** – Check your VPC peering connections in the Oracle Database@AWS Console. Make sure you have only one active connection to an ODB network. If you see more than one ODB network peering, remove the extra ones. @@ -72 +88 @@ When you can't connect from your VPC to the ODB network or the VM clusters withi -If the hostnames or scannames of the VM clusters are not resolvable from your VPC, you need to configure DNS forwarding on the VPC and the following resources to resolve DNS records hosted on the ODB network. +If the hostnames or scannames of the VM clusters are not resolvable from your VPC, configure DNS forwarding on the VPC and the following resources to resolve DNS records hosted on the ODB network: @@ -80,0 +97,84 @@ If the hostnames or scannames of the VM clusters are not resolvable from your VP +## Getting support for Oracle Database@AWS + +Learn how to get information and support for Oracle Database@AWS. + +### Oracle support scope and contact information + +Oracle Cloud Support is the first line of support for all Oracle Database@AWS questions. To contact support, sign in to the Oracle Cloud Infrastructure (OCI) Console, then select the life raft icon. If you don't have a My Oracle Cloud Support account, see My Oracle Cloud Support accounts and access. + +Examples of issues that Oracle Support can help you with include the following: + + * Database connection issues (Oracle TNS) + + * Oracle Database performance issues + + * Oracle Database error resolution + + * Networking issues related to communications with the OCI tenancy associated with the service + + * Quota (limits) increases to receive more capacity (for more information, see [Requesting a Limit Increase for Database Resources](https://docs.oracle.com/iaas/Content/multicloud/multicloud-limits-increase.htm)) + + * Scaling to add more compute and storage capacity to your Oracle Database infrastructure + + * New generation hardware upgrades + + * Billing issues related to your AWS Marketplace charges + + + + +If you need to contact Oracle Support outside of the OCI Console, tell your Oracle Support agent that your issue is related to Oracle Database@AWS. This is because requests for this service are handled by an OCI support team that specializes with these deployments. + +###### Contacting Oracle support by phone + + 1. Call **1-800-223-1711**. If you are outside of the United States, visit[ Oracle Support Contacts Global Directory](https://www.oracle.com/support/contact.html) to find contact information for your country or region. + + 2. Choose option "2" to open a new Service Request (SR). + + 3. Choose option "4" for "unsure". + + 4. Let the agent know that you have an issue with your multicloud system, and the name of the product. An internal Service Request will be opened on your behalf and an OCI support engineer will contact you directly. + + + + +You can also submit a question to the Multicloud forum in Oracle's [Cloud Customer Connect](https://community.oracle.com/customerconnect/categories/oracle-cloud-infrastructure-and-platform) community. This option is available to all customers. + +### My Oracle Cloud Support accounts and access + +To create My Oracle Cloud Support service request tickets, the administrator of your organization's Oracle Database@AWS service must approve your request. If you're the Oracle Database@AWS administrator, complete the My Oracle Cloud Support onboarding instructions included in the Oracle Database@AWS service activation email. + +You can find instructions for onboarding with My Oracle Cloud Support in the following topics: + + * [Configuring Your Oracle Support Account](https://docs.oracle.com/iaas/Content/GSG/Tasks/usingsupport.htm) + + * [Creating a Support Request](https://docs.oracle.com/iaas/Content/GSG/support/create-incident.htm) + + + + +For instructions on approving users to open My Oracle Cloud Support support requests, see [Administrator Tasks for Support](https://docs.oracle.com/iaas/Content/GSG/Tasks/usingsupport.htm#usingsupport_administrators). + +### AWS Support scope and contact information + +AWS Support is your first line of support for all AWS-related issues and questions. Create an AWS Support case for your issue, as you do with other AWS services. The AWS Support team collaborates with OCI Support as needed. + +Examples of Oracle Database@AWS issues that AWS Support can help you with include the following: + + * Virtual networking issues including those involving network address translation (NAT), firewalls, DNS and traffic management, and AWS subnets + + * Bastion and virtual machine (VM) issues including database host connection, software installation, latency, and host performance + + * Exadata VM cluster metrics reporting within Amazon CloudWatch + + * Billing issues related to AWS services + + + + +For information on AWS Support, see [Getting started with AWS Support](https://docs.aws.amazon.com/awssupport/latest/user/getting-started.html). + +### Oracle service level agreements + +If you have questions about Oracle Database@AWS Service Level Agreements (SLAs), or want to request service credits for SLA breaches, contact your Oracle account manager. See [Service Level Agreements](https://docs.oracle.com/iaas/Content/General/Reference/slastatement.htm) for more information. +