Chapter 1

Get Help, Search Forums, and Contact Support

• Transaction Processing workload type: When you upgrade to paid from an Always Free
instance, the upgrade process provides a paid Autonomous Database instance with
workload type Transaction Processing, with 2 ECPUs and 1 TB of database storage.

Get Help, Search Forums, and Contact Support

When you use Oracle Autonomous Database, sometimes you need to get help from the
community or to talk to someone in Oracle support. This topic provides more information
about getting help by viewing and posting questions on forums and using Oracle Cloud
Support to create a support request.
• Post Questions on Forums
If you can't find an answer to a question through search, you can submit a question to
one of the forums. This option is available to all customers.
• Open a Support Ticket
If forums and other search options do not resolve your issue and you need to talk to
someone, you can create a support request.

Post Questions on Forums

If you can't find an answer to a question through search, you can submit a question to one of
the forums. This option is available to all customers.

Cloud Customer Connect Forums

For any issue related to Autonomous Database or Oracle Cloud Infrastructure, you can post
a question to Cloud Customer Connect:
• Autonomous Data Warehouse
• Autonomous Transaction Processing
• Oracle Cloud Infrastructure and Platform

Stack Overflow Knowledge Forum

If you are working with Autonomous Database and you have technical questions, you can
use stackoverflow to post questions and to find answers or to help others answer their
questions. When you post, tag your question with oracle-autonomous-db, as follows:
Questions tagged [oracle-autonomous-db]

Open a Support Ticket

If forums and other search options do not resolve your issue and you need to talk to
someone, you can create a support request.
If you need to file a service request use Oracle Cloud Support or contact your support
representative and provide the tenancy details. In addition to support for technical issues, you
can open support requests if you need to:

Use the Oracle Cloud Infrastructure Console to Create a Support Ticket

The first time you open a support ticket, you're automatically taken through a series of steps
to provision your support account. If you want to make changes or if you run into problems,
see Configuring Your Oracle Support Account.

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 Chapter 1
Service Level Objectives (SLOs)

To create a support request from the Oracle Cloud Infrastructure Console:

1. On the Oracle Cloud Infrastructure open the Help menu ( ) and under Request
Help, click Create Support Request.
2. Enter the following:
• Issue Summary: Enter a title that summarizes your issue. Avoid entering
confidential information.
• Describe Your Issue: Provide a brief overview of your issue.
– Include all the information that support needs to route and respond to your
request.
See Obtain Tenancy Details for details on obtaining Autonomous
Database information.
– Include troubleshooting steps taken and any available test results.
• Select the severity level for this request.
3. Click Create Support Request.

Service Level Objectives (SLOs)

Describes the Service Level Objectives (SLOs) for Oracle Autonomous Database
Serverless.
• Recovery Time Objective and Recovery Point Objective
Oracle Autonomous Database Serverless is engineered to return an application
online following an unplanned outage or a planned maintenance activity within
single-digit seconds.
• Built-In Tool Availability
Oracle will use commercially reasonable efforts to have the following tools with a
Monthly Uptime Percentage (Availability) objective as defined below, during the
service commitment of a calendar month.
• Zero-Regression Service Level Objective
Oracle Autonomous Database Serverless automatically applies patches on your
database. Oracle provides a service level objective of zero regressions in your
production database due to these patches.

Recovery Time Objective and Recovery Point Objective

Oracle Autonomous Database Serverless is engineered to return an application online
following an unplanned outage or a planned maintenance activity within single-digit
seconds.
The following table outlines the target Recovery Time Objective (RTO) SLOs for
different failure events.

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 Chapter 1
Service Level Objectives (SLOs)

Event Recovery Time Objective (RTO) Recovery Point Objective

Events requiring failover to a
standby database when
Autonomous Data Guard is
enabled, such as:
• Data corruptions
• Full database failures
• Complete storage failures
• Availability Domain or Region
failures
Events requiring failover to a
backup copy or restoring from a
backup (when there is not an
Autonomous Data Guard standby)
such as:
• Data corruptions
• Full database failures
• Complete storage failures
• Availability Domain or Region
failures
Service Level Objective (RPO) Service Level
Objective, Maximum
Possible Data Loss
With an Autonomous Data Guard Local Standby Database:
standby: The maximum possible data
Local Standby Database: two (2) loss objective is < 10 seconds
minutes Cross-Region Standby
Cross-Region Standby Database: The maximum
Database: fifteen (15) minutes possible data loss objective is
1 minute
See Autonomous Data Guard
Recovery Time Objective (RTO)
and Recovery Point Objective
(RPO) for more information.
With Backup-Based Disaster Local backup copy: The
Recovery, based on the size of the maximum possible data loss
database: objective is < 10 seconds
Local backup copy: 1 hour + (1 Cross-Region backup copy:
hour per 5 TB) The maximum possible data
Cross-Region backup copy: 1 loss objective is 1 minute
hour + (1 hour per 5 TB)
For example, a 5 TB database has
a Recovery Time Objective (RTO)
of up to 2 hours.
See Backup-Based Disaster
Recovery Recovery Time
Objective (RTO) and Recovery
Point Objective (RPO) for more
information.

Built-In Tool Availability

Oracle will use commercially reasonable efforts to have the following tools with a Monthly
Uptime Percentage (Availability) objective as defined below, during the service commitment
of a calendar month.

Oracle Autonomous Database Built-in Tool Availability Service Level Objective

Oracle REST Data Services (ORDS) 99.95%
Oracle APEX (on Autonomous Database) 99.95%
Database Actions 99.95%
Graph Studio 99.95%
Oracle Machine Learning: 99.95%
• Oracle Machine Learning Notebooks
• Oracle Machine Learning Services
• Oracle Machine Learning for Python/R
• Oracle Machine Learning AutoML User Interface
Data Transforms 99.95%

The following terms apply to the Availability Service Level Objective for the Oracle
Autonomous Database Built-in Tools listed in this table:

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Service Level Objectives (SLOs)

• “HTTP Error Rate” applies separately to each Database Built-in Tool and means
the percentage value corresponds to: (i) the total number of failed HTTP calls
made to the applicable tool with a status of “Bad Gateway” or “Service
Unavailable” in a minute period during a calendar month, divided by (ii) the total
number of HTTP calls made to the tool in a minute period.
• “Monthly Uptime Percentage” is calculated by subtracting from 100%, the average
of the HTTP Error Rate for each minute period during the applicable calendar
month.

Oracle Autonomous Database Built-in Tool Availability Service Level

Objective
Oracle Database API for MongoDB 99.95%

The following terms apply to the Availability Service Level Objective for Oracle
Database API for MongoDB:
• A "Connection through Oracle Database API for MongoDB" is a direct connection
established from any tool or application to the Cloud Service using Oracle
Database API for MongoDB.
• “Monthly Uptime Percentage” is calculated by subtracting from 100%, the
percentage of minutes during the calendar month in which the applicable Cloud
Service was "Unavailable".
• “Unavailable” means a minute period when: (i) no connection through Oracle
Database API for MongoDB is or can be established and (ii) all continuous
attempts, at least five, to establish such a connection fail.

Zero-Regression Service Level Objective

Oracle Autonomous Database Serverless automatically applies patches on your
database. Oracle provides a service level objective of zero regressions in your
production database due to these patches.
Oracle Autonomous Database Serverless automatically applies patches containing
bug and security fixes during the maintenance windows announced on your database
console. When you provision your test or pre-prod database using the Early patch
level option, you can test the patches on these instances before the patches are
applied to your production database. If you see issues in your test or pre-prod
database, you can file service requests to get the issues addressed before the patch is
applied to your production database.
Oracle provides a service level objective of zero regressions in your production
database. "Regression" in this document is described as issues introduced by patches
or updates to the Autonomous Database performed during the maintenance window
announced on your database console.
After a patch is applied to your database on the Early patch level, if you find and report
an issue on that database through a service request, Oracle will use commercially
reasonable efforts to address the problem so that the same issue does not occur in
your production database.
See Set the Patch Level for more information.

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 Chapter 1
How Is Autonomous Database Billed?

How Is Autonomous Database Billed?

Provides details for Autonomous Database billing.
• Autonomous Database Billing Summary
You are billed for Autonomous Database usage according to the values of two
parameters: compute and storage. You select values for these parameters when you
provision or scale an Autonomous Database instance.
• Compute Models in Autonomous Database
• Oracle Autonomous Database Serverless Features Billing
• Oracle Autonomous Database Serverless Billing for Database Tools

Autonomous Database Billing Summary

You are billed for Autonomous Database usage according to the values of two parameters:
compute and storage. You select values for these parameters when you provision or scale
an Autonomous Database instance.
When you provision an instance you select a workload type based on the workloads you want
to run on your database. The pricing for compute and storage resources is based on the
workload type you select.
The workload types are:
• Data Warehouse: optimized for analytic workloads, including data marts, data
warehouses, data lakes, and data lakehouses.
• Transaction Processing: optimized to run transactional, analytical, and batch workloads
concurrently.
• JSON: a cloud document database service that makes it simple to develop JSON-centric
applications.
• APEX: a fully managed, low-code application development platform for building and
deploying modern cloud, mobile, and data-driven applications.
Depending on the workload type, you select an Autonomous Database billing model:
• ECPU Billing Model: (Recommended billing model) Based on the number of cores
allocated from the pool of compute servers and storage servers.
• OCPU Billing Model: (Legacy billing model) Provides compute capacity equivalent of a
physical core of a processor with hyper-threading enabled.
See the Autonomous Database Cloud Price List for up-to-date pricing for each workload type.
Use the Cloud Cost Estimator to estimate the monthly cost for an Autonomous Database.

Compute and Storage Billing Summary

• ECPU Compute Model

• OCPU Compute Model

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 Chapter 1
How Is Autonomous Database Billed?

ECPU Compute Model

Compute Billing
Compute billing is based on the value you specify for ECPU Count and on the
additional features you use. For example, if you use additional compute resources with
Compute auto scaling selected, you are billed for the additional compute resources.
• Data Warehouse workload: See Billing Information: Autonomous Data Warehouse
ECPU Compute Model
• Transaction Processing workload: See Billing Information: Autonomous
Transaction Processing ECPU Compute Model
Storage Billing
Billing for database storage is based on the value you specify for Storage and based
on the features you use that require additional storage. For example, you are billed for
additional storage usage if you select Storage auto scaling and you use additional
storage resources.
The storage for backups is billed in addition to database storage.
• Data Warehouse workloads:
– Database storage is provisioned in Terabytes (TBs) and charged in TB
increments. The minimum database storage size is 1 TB.
– Backup storage is separately charged in TB increments.
See Billing Information: Autonomous Data Warehouse ECPU Compute Model.
• Transaction Processing workloads:
– Database storage is provisioned in Gigabytes or Terabytes (GBs or TBs) and
charged in Gigabyte increments. The minimum database storage size is 20
GB.
– Backup storage is separately charged in GB increments.
See Billing Information: Autonomous Data Warehouse ECPU Compute Model
Also see Oracle Autonomous Database Serverless Features Billing

OCPU Compute Model

Compute Billing
Compute billing is based on the value you specify for OCPU Count and on the
additional features you use. For example, if you use additional compute resources with
Compute auto scaling selected, you are billed for the additional compute resources.
• Data Warehouse workload: See Billing Information: Autonomous Data Warehouse
OCPU Compute Model
• Transaction Processing, JSON, or APEX workloads: See Billing Information:
Autonomous Transaction Processing OCPU Compute Model
Storage Billing
Billing for database storage is based on the value you specify for Storage and based
on the features you use that require additional storage. For example, you are billed for
additional storage usage if you select Storage auto scaling and you use additional
storage resources.

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 Chapter 1
How Is Autonomous Database Billed?

• For all workload types database storage is provisioned in Terabytes (TBs) and charged in
TB increments.
• For all workload types, the storage for automatic backups is included in the cost of
database storage at no additional cost.
See OCPU Compute Model Billing Information and Oracle Autonomous Database Serverless
Features Billing

Compute Models in Autonomous Database

Autonomous Database offers two compute models when you create or clone an instance:
ECPU and OCPU.
• ECPU: An ECPU is an abstracted measure of compute resources. ECPUs are based on
the number of cores elastically allocated from a pool of compute and storage servers.
While provisioning a new database or cloning an existing database:
– The CPU count defaults to 2 ECPUs.
– For databases that need more than 2 ECPUs, you must specify the number of
assigned ECPUs as an integer. For example, you cannot assign 3.5 ECPUs to a
database. The next available number of ECPUs above 3 is 4.
• OCPU: An OCPU is a physical measure of compute resources. OCPUs are based on the
physical core of a processor with hyper-threading enabled.

Note:
OCPU is a legacy billing metric and has been retired for Autonomous Data
Warehouse (Data Warehouse workload type) and Autonomous Transaction
Processing (Transaction Processing workload type). Oracle recommends
using ECPUs for all new and existing Autonomous Database deployments. See
Oracle Support Document 2998742.1 for more information.

While provisioning a new database or cloning an existing database:

– The CPU count defaults to 1 OCPU.
– For databases that need more than 1 OCPU, you must specify the number of
assigned OCPUs as an integer. For example, you cannot assign 3.5 OCPUs to a
database. The next available number of OCPUs above 3 is 4.
See Provision Autonomous Database and Clone an Autonomous Database Instance for more
information.
• ECPU Compute Model Billing Information
• OCPU Compute Model Billing Information

ECPU Compute Model Billing Information

Provides billing information for Autonomous Transaction Processing, Autonomous Data
Warehouse, Autonomous JSON Database, and APEX Service with the ECPU compute
model.

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 Chapter 1
How Is Autonomous Database Billed?

Cost and usage reports are available from the Oracle Cloud Infrastructure Console,
under Billing and Cost Management.
Cost reports look like this: reports/cost-csv/
000100000101010101-00001.csv.gz. Download the zip file and extract to view
the details.
Usage reports look like this: reports/usage-csv/0001000001010101.csv.gz.
Download the zip file extract to view the details.
• Billing Information: Autonomous Transaction Processing ECPU Compute Model
• Billing Information: Autonomous Data Warehouse ECPU Compute Model
• Billing Information: Autonomous JSON Database ECPU Compute Model
• Billing Information: APEX Service ECPU Compute Model

Billing Information: Autonomous Transaction Processing ECPU Compute Model

Shows billing information for Autonomous Transaction Processing with the ECPU
compute model.

Resource SKU Name Part Number Metric Min. Increments Cost and Usage
Description Allowed Reports
ECPU usage Oracle B95702 ECPU per hour 1 ECPU Cost report: in the
(License Autonomous Minimum number product/
Included) Transaction of ECPUs is 2 Description
Processing – column, find,
ECPU "Oracle
Autonomous
Transaction
Processing –
ECPU"
Usage report: in
the product/
resource
column, find
PIC_ATP_ECPU_
LI
ECPU usage Oracle B95704 ECPU per hour 1 ECPU Cost report: in the
(Bring your own Autonomous Minimum number product/
license) Transaction of ECPUs is 2 Description
Processing – column, find,
ECPU – BYOL "Oracle
Autonomous
Transaction
Processing –
ECPU – BYOL"
Usage report: in
the product/
resource
column, find
PIC_ATP_ECPU_
BYOL

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How Is Autonomous Database Billed?

Resource SKU Name Part Number Metric Min. Increments Cost and Usage
Description Allowed Reports
Database Oracle B95706 Gigabyte Storage 1 GB Cost report: in the
Storage usage Autonomous Capacity Per Minimum storage product/
Database Month size is 20 GB Description
Storage for column, find,
Transaction "Oracle
Processing Autonomous
Database
Storage for
Transaction
Processing"
Usage report: in
the product/
resource
column, find
PIC_ADB_STORA
GE_ATP
Backup Storage Oracle B95754 Gigabyte Storage 1 GB Cost report: in the
usage Autonomous Capacity Per Backups are product/
Database Month billed per GB Description
Storage column, find,
"Database
Backup Storage"
Usage report: in
the product/
resource
column, find
PIC_ADB_STORA
GE

See Cost and Usage Reports Overview for details on the cost and usage reports.

Billing Information: Autonomous Data Warehouse ECPU Compute Model

Shows billing information for Autonomous Data Warehouse with the ECPU compute model.

Resource SKU Name Part Number Metric Min. Increments Cost and Usage
Description Allowed Reports
ECPU usage Oracle B95701 ECPU per hour 1 ECPU Cost report: in the
(License Autonomous Data Minimum number product/
Included) Warehouse – of ECPUs is 2 Description
ECPU column, find,
"Oracle
Autonomous Data
Warehouse –
ECPU"
Usage report: in
the product/
resource
column, find
PIC_ADW_ECPU_
LI

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 Chapter 1
How Is Autonomous Database Billed?

Resource SKU Name Part Number Metric Min. Increments Cost and Usage
Description Allowed Reports
ECPU usage Oracle B95703 ECPU per hour 1 ECPU Cost report: in the
(Bring your own Autonomous Data Minimum number product/
license) Warehouse – of ECPUs is 2 Description
ECPU – BYOL column, find,
"Oracle
Autonomous Data
Warehouse –
ECPU – BYOL"
Usage report: in
the product/
resource
column, find
PIC_ADW_ECPU_
BYOL
Database Oracle B95754 Gigabyte Storage 1 TB (1024 GB) Cost report: in the
Storage usage Autonomous Capacity Per product/
Database Month Description
Storage column, find,
"Oracle
Autonomous
Database
Storage"
Usage report: in
the product/
resource
column, find
PIC_ADB_STORA
GE
Backup Storage Oracle B95754 Gigabyte Storage 1 GB Cost report: in the
usage Autonomous Capacity Per Backups are product/
Database Month billed per GB Description
Storage column, find,
"Oracle
Autonomous
Database Backup
Storage"
Usage report: in
the product/
resource
column, find
PIC_ADB_STORA
GE

See Cost and Usage Reports Overview for details on the cost and usage reports.

Billing Information: Autonomous JSON Database ECPU Compute Model

Shows billing information for Autonomous JSON Database with the ECPU compute
model.

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