Working with the Java Support Group

When it comes to troubleshooting your Java environment, some customers want access to information so they can address the issue themselves while others prefer to have our support team work for them from the start. We will do whichever you prefer.

If you want to try to resolve the issue yourself, you can find a lot of useful information in the My Oracle Support Knowledge Base. There are also the Java Flight Recorder and JDK Mission Control toolchain tools available to you, which can be used to analyze incidents such as hangs and crashes. One of our numerous workshops on LiveLabs might be of use too.

If you prefer to have our team working for you, you can open a Service Request at any point in your troubleshooting process: right from the beginning, or whenever you want additional help. A Java Support engineer will then get in touch and work with you to find a resolution. Java Support takes a hands-on approach and can help you with any issues you might be experiencing. We will help even if your issue is with a non-Oracle Java runtime; see Support for Non-Oracle Java Runtimes Policy for more information.

In the event that your issue is caused by a problem with our Runtime, if necessary we can create a custom build of the Oracle JDK, known as a Bundled Patch Release (BPR), that will include fixes before they are made available in update releases.

Get Help Now

The best way to engage with Java Support is to create a My Oracle Support account and open a Service Request. Information required to create an account is included in your Welcome Letter. If you require assistance now, and have yet to receive a Welcome Letter, please contact your sales representative; they will put you in touch with Java Support.

If you have a My Oracle Support account from another Oracle product or service you can use it to open a Service Request for Java.