Promising Changes to handle Severity 1 requests by Oracle Support

Starting October 12 2012 Oracle Support is introducing enhancements in the coming months that provide you greater ability to manage your Severity 1 Service requests online. 

For more details Review Article ID 1495338.1 to learn more. Excerpt below


Managing Severity 1 Service Requests

Online Self Service for managing Severity 1 Service Requests
Oracle Support is reviewing the way that we manage Severity 1 Service Requests. We plan on introducing some enhancements in the coming months that provide you greater ability to manage your Severity 1 Service requests online.

New functionality beginning October 12, 2012
On October 12, 2012, we plan to implement enhancements that will allow you the ability to lower your Severity 1 Service Request without calling into support and view a new "Severity 1 Information" section. NEW SELF-SERVICE OPTION TO LOWER A SEVERITY 1 SERVICE REQUEST For all Severity 1 Service Requests, there will be a new button that allows you to lower the Severity of your Service Request without having to call into support. NEW SEVERITY 1 INFORMATION SECTION Work Hours The new "Severity 1 Information" section will allow you to deactivate 24x7 support by selecting the "Work normal business hours" option. Once you select this option, you will see a pop-up message confirming that you are requesting to work your Severity 1 during normal business hours. It is important to note that once you implement the "Work normal business hours" option, you must telephone support should you need to change the work hours back to 24 x7 support. Outage Status Another feature that you may notice within the new "Severity 1 Information" section is an additional "Outage Status" field. This field will appear when your Service Request is associated with certain Oracle products. Please work with the support engineer assigned to your Service Request to understand how this field should be used.
Look for further enhancements in the near future!