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Oracle Software Technical Support Policies

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1. confidential information We each agree to disclose only information that is required for the performance of obligations under your order Confidential information shall be limited to the terms and pricing under your order and all information clearly identified as confidential at the time of disclosure Oracle Software Technical Support Policies 1 December 2015 Page 25 of 26 ORACLE A party s confidential information shall not include information that a is or becomes a part of the public domain through no act or omission of the other party b was in the other party s lawful possession prior to the disclosure and had not been obtained by the other party either directly or indirectly from the disclosing party c is lawfully disclosed to the other party by a third party without restriction on the disclosure or d is independently developed by the other party We each agree to hold each other s confidential information in confidence for a period of three years from the date of disclosure Also we each agree to disclose confidential information only to those employees or agents who are required to protect it against unauthorized disclosure Nothing shall prevent either party from disclosing the terms or pricing under your order in any legal proceeding arising from or in connection with your order or disclosing the confidential information to a federal or state governmental entity as required by law 11 Contact Information
2. Mexico United Kingdom France Italy Netherlands Germany Switzerland South Africa Spain Saudi Arabia United Arab Emirates Bahrain Kuwait Australia Japan China and South Korea If you purchase Tier 2 your fee for such services will be based on the then current Tier 2 fee Oracle Software Technical Support Policies 1 December 2015 Page 16 of 26 ORACLE Tier 3 Tier 3 consists of Severity 1 fixes critical patch updates United States Tax Form 1099 updates for the applicable tax year s and financials legislative updates for the following countries United States Canada Mexico United Kingdom France Italy Netherlands Germany Switzerland South Africa Spain Saudi Arabia United Arab Emirates Bahrain Kuwait Australia Japan China South Korea and additional countries as specified on My Oracle Support i e Financials Legislative Updates for Oracle E Business Suite 11 5 10 Doc ID 1597513 1 If you purchase Tier 3 your fee for such services will be based on the then current Tier 3 fee Single Country Single country consists of Financials legislative updates for the following countries United States Canada Mexico United Kingdom France Italy Netherlands Germany Switzerland South Africa Spain Saudi Arabia United Arab Emirates Bahrain Kuwait Australia Japan China South Korea Poland and Brazil If you purchase the Single Country option your fee for such services will be based on the then current Si
3. Releases Support Policy FAQ Doc ID 1494891 1 Severity 1 Fixes and Financials Legislative Updates for Oracle E Business Suite will be delivered through My Oracle Support The following only applies to Oracle E Business Suite 11 5 10 e Oracle will not provide financials legislative updates for Oracle E Business Suite 11 5 10 any sooner or with any greater scope than what is made available under a subsequent release of Oracle E Business Suite e g Oracle E Business Suite release 12 or higher e Country specific financials legislative updates localized updates provided under Tier 2 Tier 3 Single Country and US Federal Government will only be made available if such localized updates are also made available in a subsequent release of Oracle E Business Suite In the event localized updates are provided for additional countries in a subsequent release of Oracle E Business Suite such localized updates for the additional countries will not be provided for Oracle E Business Suite 11 5 10 Oracle Software Technical Support Policies 1 December 2015 Page 17 of 26 ORACLE e Due to architectural or other changes between a subsequent release of Oracle E Business Suite and Oracle E Business Suite 11 5 10 Oracle may not provide all localized updates for Oracle E Business Suite 11 5 10 that are made available in a subsequent release of Oracle E Business Suite e The prerequisite for these services is based on the current minimum prerequis
4. resolution of your final service request The Incident Server Support Packages do not include updates and may not be used purchased or sold in conjunction with any other support offering If you renew Incident Server Support Package your renewal fee for such services will be based on Oracle s Incident Server Support Package pricing policies in effect at the time of renewal Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Incident Server Support Package is not subject to the Reinstatement of Oracle Technical Support section above Oracle Java Development Tools Support Oracle Java Development Tools Support is available for the following programs Sun NetBeans Oracle Enterprise Pack for Eclipse and Oracle JDeveloper downloaded from the Oracle Technology Network after June 28 2005 If you acquire Oracle Java Development Tools Support you will receive support for all of the programs included above Oracle Java Development Tools Support consists of e Access to patches and fixes e Assistance with service requests 24 hours per day 7 days a week e Access to My Oracle Support 24 x 7 web based technical support system including the ability to log service requests online Oracle Software Technical Support Policies 1 December 2015 Page 13 of 26 ORACLE e Non technical customer service during normal business hours Oracle Java Development Tools Support
5. Customer Support Security Practices and on My Oracle Support You may also contact your Oracle sales representative or call your local Customer Support office for more details regarding the tools and availability If Oracle expressly provides in the tools documentation technical support policies an order or readme that a tool is provided under separate license terms Separate Terms then the Separate Terms shall govern your access and use of the tool Embedded third party software or third party software licensed under Separate Terms for example Mozilla and LGPL may be required to access or run the tools per the tools documentation or readme Your rights to use a tool or software licensed under Separate Terms shall not be restricted or modified in any way by your agreement with Oracle 8 Global Customer Support Security Practices Oracle is deeply committed to the security of its technical support services In providing standard technical support services Oracle will adhere to the Global Customer Support Security Practices which are available at htip www oracle com support policies html The Global Customer Support Security Practices are subject to change at Oracle s discretion however Oracle will not materially reduce the level of security specified in the Global Customer Support Security Practices during the period for which fees for technical support have been paid To view changes that have been made please refer to the attached Sta
6. Hungary Ireland Israel Norway Poland Sweden Switzerland and United Kingdom reasonable efforts will be made to respond to Severity 1 service requests within six 6 hours For response efforts associated with Oracle Communications Network Software Premier Support please see the Oracle Communications Network Premier amp Sustaining Support section above Except as otherwise specified Oracle provides 24 hour support for Severity 1 service requests for supported programs OSS will work 24x7 until the issue is resolved when you remain actively engaged with OSS working toward resolution of your Severity 1 service request You must provide OSS with a contact during this 24x7 period either on site or by phone to assist with data gathering testing and applying fixes You are requested to propose this severity classification with great care so that valid Severity 1 situations obtain the necessary resource allocation from Oracle 24 hour commitment to Severity 1 service requests is not available for MICROS Systems programs in the following countries Austria Belgium Denmark Finland France Germany Hungary Ireland Israel Italy Netherlands Norway Poland Portugal Spain Sweden Switzerland United Kingdom Australia Cambodia China Guam Hong Kong India Japan Korea Laos Macau Malaysia Maldives Myanmar New Zealand Philippines Singapore Sri Lanka Taiwan Thailand and Vietnam Oracle Software Technical Support Policies 1 December
7. Policies 1 December 2015 Page 4 of 26 ORACLE If after reasonable commercial efforts you are unable to diagnose or resolve problems or issues for the supported programs you may contact Oracle for Second Line Support You shall use commercially reasonable efforts to provide Oracle with the necessary access e g access to repository files log files or database extracts required to provide Second Line Support Second Line Support shall consist of i a diagnosis of problems or issues of the supported programs and ii reasonable commercial efforts to resolve reported and verifiable errors in supported programs so that such supported programs perform in all material respects as described in the associated documentation Oracle may review service requests logged by your technical contacts and may recommend specific organization and process changes to assist you with the above recommended standard practices Third Party Vendor Specific Support Terms You must remain on a supported environment including applications and platforms to receive technical support If a vendor retires support for its product you may be required to upgrade to a current certified and supported product application hardware platform framework database and or operating system configuration to continue receiving technical support services from Oracle Technical Support for Development Demonstration and End User Licenses Technical support for Developm
8. Program Availability Releases 8 8 January 1 2012 December 31 2018 8 9 January 1 2013 December 31 2017 9 0 July 1 2015 December 31 2017 In order to acquire North American Payroll Tax Updates your licensed Peoplesoft HRMS Payroll for North American program must be currently supported with Software Update License amp Support North American Payroll Tax Updates will be delivered through My Oracle Support Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order North American Payroll Tax Updates is not subject to the Reinstatement policies stated above Severity 1 Fixes and Financials Legislative Updates for Oracle E Business Suite Severity 1 Fixes and Financials Legislative Updates for Oracle E Business Suite is available for the Oracle E Business Suite releases specified in the Severity 1 Fixes and Financial Legislative Updates for Oracle E Business Suite Service Availability Matrix below If you purchase these services you will receive one 1 calendar year or one 1 United States US Federal Government fiscal year of financials legislative updates and or Severity 1 fixes for the applicable Oracle E Business Suite release In order to acquire Severity 1 Fixes and Financials Legislative Updates for Oracle E Business Suite your licensed Oracle E Business Suite must be currently supported with Software Update License amp Support
9. does not include upgrades to new program releases Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Oracle Solaris Development Tools Support Oracle Solaris Development Tools Support is available for the following programs Oracle Solaris Studio and Oracle Solaris Studio Express If you acquire Oracle Solaris Development Tools Support you will receive support for all of the programs included above Oracle Solaris Development Tools Support consists of e Access to patches and fixes e Assistance with service requests 24 hours per day 7 days a week e Access to My Oracle Support 24 x 7 web based technical support system including the ability to log service requests online e Non technical customer service during normal business hours Oracle Solaris Development Tools Support does not include upgrades to new program releases or access to Oracle Solaris updates fixes or patches Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Oracle Application Development Framework Essentials Support Oracle Application Development Framework Essentials Support is available for Oracle Application Development Framework ADF Essentials program releases Oracle Application Development Framework Essentials Support consists of e Access to patches and fixes e Assistance with service requests 24 hours
10. for the 2013 tax year see note 2 below Notes 1 For the specified countries and tax years noted above payroll regulatory updates are provided under Sustaining Support to customers with a current support contract Please see the Lifetime Support section above for additional information 2 For the specified countries noted above payroll regulatory updates provided by Oracle from December 1 December 31 2013 for the 2013 tax year are included as part of the Payroll Legislative Updates for Oracle E Business Suite 11 5 10 service for the 2014 tax year Payroll Legislative Updates for Oracle E Business Suite 11 5 10 will be delivered through My Oracle Support and will require the latest available HRMS R11i RUP See My Oracle Support document Mandatory Family pack Rollup patch RUP levels for Oracle Payroll Doc ID 295406 1 If you renew Payroll Legislative Updates for Oracle E Business Suite 11 5 10 your renewal fee for such services will be based on the current pricing policies in effect at the time of renewal Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Payroll Legislative Updates for Oracle E Business Suite 11 5 10 is not subject to the Reinstatement policies stated above Financial and Payroll Legislative Updates for JD Edwards Financials and Payroll Legislative Updates for JD Edwards is available for JD Edwards EnterpriseOne pro
11. may be submitted by you online through Oracle s web based customer support systems or by telephone The service request severity level is selected by you and Oracle and should be based on the severity definitions specified below Severity 1 Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably continue work You experience a complete loss of service The operation is mission critical to the business and the situation is an emergency A Severity 1 service request has one or more of the following characteristics Data corrupted A critical documented function is not available System hangs indefinitely causing unacceptable or indefinite delays for resources or response System crashes and crashes repeatedly after restart attempts Except as otherwise specified herein reasonable efforts will be made to respond to Severity 1 service requests within one 1 hour For MICROS Systems programs in JAPAC Australia Cambodia China Guam Hong Kong India Japan Korea Laos Macau Malaysia Maldives Myanmar New Zealand Philippines Singapore Sri Lanka Taiwan Thailand and Vietnam reasonable efforts will be made to respond to Severity 1 service requests within two 2 business hours For MICROS Systems programs in Austria Belgium and Portugal reasonable efforts will be made to respond to Severity 1 service requests within four 4 hours For MICROS Systems programs in Denmark Finland France
12. per day 7 days a week e Access to My Oracle Support 24 x 7 web based technical support system including the ability to log service requests online e Non technical customer service during normal business hours Oracle Application Development Framework Essentials Support does not include upgrades to new program releases Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Java SE Support and Java SE Support for Independent Software Vendors Java SE Support and Java SE Support for Independent Software Vendors ISVs are available for Java SE program releases Java SE Support and Java SE Support for ISVs consist of e Bug fixes security fixes and minor updates e Upgrade tools e Assistance with service requests 24 hours per day 7 days per week e Access to My Oracle Support 24 x 7 web based customer support systems including the ability to log service requests online e Non technical customer service during normal business hours If you acquire Java SE Support or Java SE Support for ISVs the services described above are in support of licenses you acquired separately Bug fixes security fixes and any updates received as part of the services described above shall be provided under the terms of the appropriate license agreement that you accepted upon downloading and or installing the Java SE program Contractual caps on technical support fees do not apply to
13. these services unless expressly stated otherwise in the applicable order Oracle Software Technical Support Policies 1 December 2015 Page 14 of 26 ORACLE Oracle Java Embedded Development Support and Oracle Java Embedded Suite Development Support Oracle Java Embedded Development Support is available for Oracle Java SE Embedded or Oracle Java ME Embedded program releases per Standard Binary Oracle Java Embedded Suite Development Support is available for the Oracle Java Embedded Suite Both Oracle Java Embedded Development Support and Oracle Java Embedded Suite Development Support consist of e Bug fixes security fixes and minor updates e Upgrade tools e Assistance with service requests 24 hours per day 7 days per week e Access to My Oracle Support 24 x 7 web based customer support systems including the ability to log service requests online e Non technical customer service during normal business hours If you acquire Oracle Java Embedded Development Support or Oracle Java Embedded Suite Development Support the services described above are in support of licenses you acquired separately Bug fixes security fixes and any updates received as part of the services described above shall be provided under the terms of the appropriate license agreement that you accepted upon downloading and or installing the Oracle Java SE Embedded Oracle Java ME Embedded programs or Oracle Java Embedded Suite Contractual caps on technical support fees do
14. 2015 Page 24 of 26 ORACLE Severity 2 You experience a severe loss of service Important features are unavailable with no acceptable workaround however operations can continue in a restricted fashion Severity 3 You experience a minor loss of service The impact is an inconvenience which may require a workaround to restore functionality Severity 4 You request information an enhancement or documentation clarification regarding your software but there is no impact on the operation of the software You experience no loss of service The result does not impede the operation of a system For Phase Forward programs i e Clinical Development Center Clintrial Empirica Gateway Signal Trace InForm and LabPas the severity levels are denoted as PO P1 P2 and P3 and correspond to the above as follows PO Severity 1 P1 Severity 2 P2 Severity 3 and P3 Severity 4 10 Hyperion and Agile Specific Support Terms For orders placed pursuant to a Hyperion master agreement or to an Agile master agreement the following terms apply with respect to the technical support services you have ordered Warranties Disclaimers and Exclusive Remedies Oracle warrants that technical support services will be provided in a professional manner consistent with industry standards You must notify Oracle of any technical support services warranty deficiencies within 90 days from performance of the defective technical support services FOR ANY
15. BREACH OF THE ABOVE WARRANTIES YOUR EXCLUSIVE REMEDY AND ORACLE S ENTIRE LIABILITY SHALL BE THE REPERFORMANCE OF THE DEFICIENT TECHNICAL SUPPORT SERVICES OR IF ORACLE CANNOT SUBSTANTIALLY CORRECT A BREACH IN A COMMERCIALLY REASONABLE MANNER YOU MAY END THE RELEVANT TECHNICAL SUPPORT SERVICES AND RECOVER THE FEES PAID TO ORACLE FOR THE DEFICIENT TECHNICAL SUPPORT SERVICES TO THE EXTENT PERMITTED BY LAW THESE WARRANTIES ARE EXCLUSIVE AND THERE ARE NO OTHER EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS INCLUDING WARRANTIES OR CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE Limitation of Liability NEITHER PARTY SHALL BE LIABLE FOR ANY INDIRECT INCIDENTAL SPECIAL PUNITIVE OR CONSEQUENTIAL DAMAGES OR ANY LOSS OF PROFITS REVENUE DATA OR DATA USE ORACLE S MAXIMUM LIABILITY FOR ANY DAMAGES ARISING OUT OF OR RELATED TO YOUR ORDER WHETHER IN CONTRACT OR TORT OR OTHERWISE SHALL BE LIMITED TO THE AMOUNT OF THE FEES YOU PAID ORACLE UNDER YOUR ORDER AND IF SUCH DAMAGES RESULT FROM YOUR USE OF TECHNICAL SUPPORT SERVICES SUCH LIABILITY SHALL BE LIMITED TO THE FEES YOU PAID ORACLE FOR THE DEFICIENT TECHNICAL SUPPORT SERVICES GIVING RISE TO THE LIABILITY For orders placed pursuant to a Hyperion master agreement the following terms also apply with respect to the technical support services you have ordered Nondisclosure By virtue of your order the parties may have access to information that is confidential to one another
16. Canada Information on financials and payroll legislative updates for JD Edwards and applicable countries is available on My Oracle Support i e JD Edwards EnterpriseOne Globalizations Doc ID 752291 1 and JD Edwards World Globalizations Doc ID 745085 1 Financials and Payroll Legislative Updates for JD Edwards will be delivered through My Oracle Support The following apply to the JD Edwards EnterpriseOne and JD Edwards World program releases for which Financials and Payroll Legislative Updates service is available e Oracle will not provide financial and payroll legislative updates any sooner or with any greater scope than what is made available under a subsequent release of JD Edwards EnterpriseOne i e JD Edwards EnterpriseOne 9 1 or higher or JD Edwards World i e JD Edwards World A9 3 or higher e Country specific financials legislative updates localized updates provided under Tier 2 Tier 3 and Single Country Financial Legislative Updates and Single Country Payroll Legislative Updates will only be made available if such localized updates are also made available in a subsequent release of JD Edwards EnterpriseOne or JD Edwards World In the event localized updates are provided for additional countries in a subsequent release of JD Edwards EnterpriseOne or JD Edwards World such localized updates for Oracle Software Technical Support Policies 1 December 2015 Page 20 of 26 ORACLE the additional countrie
17. HP UX and Itanium 2 Processor The following Extended Support exceptions apply to those customers running the supported Oracle program releases on certified OS versions of the HP UX on the Itanium 2 processor based platform Oracle Program Release Oracle Database Extended Support will be available at Oracle s then current 10gR2 Extended Support fees through December 2015 For the period of August 2013 December 2015 Extended Support will be limited to Severity 1 fixes only critical patch updates will not be made available Oracle Database Extended Support will be available at Oracle s then current 11gR1 Extended Support fees through December 2015 For the period of September 2015 December 2015 Extended Support will be limited to Severity 1 fixes only critical patch updates will not be made available WebLogic Server Extended Support will be available at Oracle s then current 9 2 Extended Support fees through December 2015 For the period of December 2013 December 2015 Extended Support will be limited to Severity 1 fixes only critical patch updates will not be made available Tuxedo 9 1 Extended Support will be available at Oracle s then current Extended Support fees through December 2015 For the period of July 2014 December 2015 Extended Support will be limited to Severity 1 fixes only critical patch updates will not be made available 5 Oracle e Business Suite a Oracl
18. ORACLE Oracle Software Technical Support Policies Effective Date 1 December 2015 Table of Contents Overview Support Terms Lifetime Support Oracle Technical Support Levels Additional Support Services Available for Purchase Web Based Customer Support Systems Tools Used to Perform Technical Support Services Global Customer Support Security Practices Severity Definitions Hyperion and Agile Specific Support Terms Contact Information AOOPMNOARWN gt i 4 1 Overview Unless otherwise stated these Software Technical Support Policies apply to technical support for all Oracle software product lines You and your refers to the individual or entity that has ordered technical support from Oracle or an Oracle authorized distributor To receive technical support as provided by Oracle Support Services OSS as described in these Oracle Software Technical Support Policies all programs must be properly licensed Technical support is provided for issues including problems you create that are demonstrable in the currently supported release s of an Oracle licensed program running unaltered and on a certified hardware database and operating system configuration as specified in your order or program documentation Except as otherwise specified in this section product release and supported platforms information for all Oracle programs other than Phase Forward Nimbula and MICROS Systems programs is available throug
19. Phone numbers and contact information can be found on Oracle s support web site located here Oracle Software Technical Support Policies 1 December 2015 Page 26 of 26
20. Tax Year 2015 Tax Year 2016 Tax Year Australia See note 1 below July 1 2014 June 30 Not Available 2015 United See note 1 below April 6 2014 April 5 2015 April 6 2015 April 5 Kingdom 2016 United States See note 1 below January 1 2015 January 1 2016 December 31 2015 December 31 2016 Canada See note 1 below January 1 2015 Not Available December 31 2015 India April 1 2013 March 31 2014 April 1 2014 March 31 Not Available 2015 Japan January 1 2014 December 31 Not Available Not Available 2014 includes limited updates for the 2013 tax year see note 2 below Mexico January 1 2014 December 31 Not Available Not Available 2014 includes limited updates for the 2013 tax year see note 2 below Republic of January 1 2014 December 31 Not Available Not Available Ireland 2014 includes limited updates for the 2013 tax year see note 2 below Saudi Arabia January 1 2014 December 31 Not Available Not Available 2014 includes limited updates for the 2013 tax year see note 2 below Singapore January 1 2014 December 31 January 1 2015 Not Available 2014 December 31 2015 includes limited updates for the 2013 tax year see note 2 below Oracle Software Technical Support Policies 1 December 2015 Page 18 of 26 ORACLE South Korea January 1 2014 December 31 Not Available Not Available 2014 includes limited updates
21. The Severity 1 Fixes and Financials Legislative Updates for Oracle E Business Suite service consists of the following components that can be purchased separately Tier 1 Tier 2 Tier 3 Single Country and US Federal Government Tier 1 Tier 2 and Tier 3 consist of services for more than one country Single Country consists of services for an individual country US Federal Government consists of services for the US Federal Government Please see the Severity 1 Fixes and Financials Legislative Updates for Oracle E Business Suite Service Availability Matrix below for service availability and time frames The components are as follows Tier 1 Tier 1 consists of Severity 1 fixes critical patch updates and United States Tax Form 1099 updates for the applicable tax year s For the Oracle E Business Suite 11 5 10 release Tier 1 is currently available through December 31 2015 at no additional fee under Sustaining Support to customers currently supported with Software Update License amp Support thereafter the fee will be based upon the then current Tier 1 fee Please see the Lifetime Support section above for additional information For the Oracle E Business Suite release 12 0 6 the fee will be based upon the then current Tier 1 fee Tier 2 Tier 2 consists of Severity 1 fixes critical patch updates United States Tax Form 1099 updates for the applicable tax year s and financials legislative updates for the following countries United States Canada
22. able below Extended Support will be made available at Oracle s then current Extended Support pricing from August 2013 July 2015 Extended Support for Oracle Database 10gR2 will be limited to Severity 1 fixes only critical patch updates will not be made available For customers running Oracle Database 10gR2 on Platform Fujitsu BS2000 The Extended Support fee will be waived from August 2010 July 2014 HP OpenVMS on The Extended Support fee will be waived from August 2010 Itanium July 2016 For the period of August 2016 July 2017 Extended Support will continue to be available but will be at then current Extended Support fees During this period Extended Support will be limited to Severity 1 fixes only critical patch updates will not be made available IBM z OS After July 2013 Extended Support will continue to be available at Oracle s then current Extended Support fees Extended Support will be limited to Severity 1 fixes only critical patch updates will not be made available Linux Itanium and For the period of August 2013 December 2015 Extended Windows Itanium Support will continue to be available but will be at then current Oracle Software Technical Support Policies 1 December 2015 Page 6 of 26 ORACLE Extended Support fees During this period Extended Support will be limited to Severity 1 fixes only critical patch updates will not be made available 4
23. acle Software Technical Support Policies 1 December 2015 Page 1 of 26 ORACLE To view a comparison of these Oracle Software Technical Support Policies and the previous version of the Oracle Software Technical Support Policies please refer to the attached Statement of Changes PDF 2 Support Terms Technical Support Fees Technical support fees are due and payable annually in advance of a support period unless otherwise stated in the relevant order or payment plan financing or leasing agreement with Oracle or an Oracle affiliate payment plan Your payment or commitment to pay is required to process your technical support order with Oracle e g purchase order actual payment or other approved method of payment An invoice will be issued only upon receipt of your commitment to pay and will be sent to a single billing address that you designate Failure to submit payment will result in the termination of technical support services Technical support will be provided pursuant to the terms of the order under which it is acquired however technical support fees due under a payment plan are due and payable in accordance with the terms and conditions of such payment plan Support Period Technical support is effective upon the effective date of your order unless stated otherwise in your order If your order was placed through the Oracle Store the effective date is the date your order was accepted by Oracle Unless otherwise stated in th
24. and when Oracle notifies you that a solution has been offered The Remote Restoration Time frames do not apply if program code changes are required e Resolution Time The elapsed time beginning when you create a service request to when your issue is resolved Certain Oracle Communications Network Software program releases may be eligible to receive Oracle Communications Network Software Sustaining Support Oracle Communications Network Software Sustaining Support consists of e Program Updates e Fixes and security alerts created during the Premier Support period e Assistance with service requests 24 hours per day 7 days a week Oracle Software Technical Support Policies 1 December 2015 Page 12 of 26 ORACLE e Access to My Oracle Support 24 x 7 web based customer support systems including the ability to log service requests online e Non technical customer service during normal business hours Sustaining Support for the Oracle Communications Network Software program releases does not include e New fixes and security alerts Remote installation of Oracle Communications Network Software Certification with new third party products versions Response Times identified above 5 Additional Support Services Available for Purchase Incident Server Support Package Incident Server Support provides web based technical support on a per server basis in packages of 10 service requests to be used within a 12 month period Any unused service r
25. any Italy Netherlands Russia Spain Italy Netherlands Russia Spain Switzerland Japan China Colombia Switzerland Japan and China Chile Peru Ecuador Venezuela Czech Republic Denmark Finland Hungary Norway Poland Sweden Australia India South Korea Singapore and Taiwan Single Country Financial Legislative Updates Single Country Financial Legislative Updates consists of Severity 1 fixes and financial legislative updates for the programs and countries specified in the table below If you purchase Single Country Financial Legislative Updates your fee for such service will be based on the then current Single Country for Financial Legislative Updates fee Program Countries JD Edwards United States Canada Mexico Brazil United Kingdom Ireland Japan China EnterpriseOne Colombia Australia New Zealand and India JD Edwards World United States Mexico Brazil United Kingdom Ireland Japan and China Single Country Payroll Legislative Updates Single Country Payroll Legislative Updates consists of payroll legislative updates for the programs and countries specified in the table below If you purchase Single Country Payroll Legislative Updates your fee for such service will be based on the then current Single Country for Payroll Legislative Updates fee Program Countries JD Edwards United States Canada Australia and New Zealand EnterpriseOne JD Edwards World United States and
26. cials legislative updates for the applicable calendar year and for the countries and programs specified in the table below If you purchase Tier 2 your fee for such services will be based on the then current Tier 2 fee JD Edwards EniterpriseOne JD Edwards World Payroll Legislative United States Canada Australia and United States Canada Updates New Zealand Financials United States Canada Mexico Brazil United States Canada Mexico Brazil Legislative Updates United Kingdom Ireland Japan China United Kingdom Ireland Japan and Colombia Australia New Zealand and China India Oracle Software Technical Support Policies 1 December 2015 Page 19 of 26 ORACLE Tier 3 Tier 3 consists of Severity 1 fixes United States Tax Form 1099 updates for the applicable tax year s and payroll legislative and financials legislative updates for the applicable calendar year and for the countries and programs specified in the table below If you purchase Tier 3 your fee for such services will be based on the then current Tier 3 fee JD Edwards EnterpriseOne JD Edwards World Payroll legislative United States Canada Australia and United States Canada updates New Zealand Financials legislative United States Canada Mexico Brazil United States Canada Mexico Brazil updates Argentina United Kingdom Ireland Argentina United Kingdom Ireland Austria Belgium France Germany Austria Belgium France Germ
27. e e Business Suite Extended Support The Extended Support fee has been waived for the Oracle program releases and periods stated below Oracle Program Release The Extended Support Fee will be waived from Oracle e Business Suite 12 1 January 2017 December 2019 b Oracle e Business Suite 11 5 10 Sustaining Support For Sustaining Support for Oracle e Business Suite 11 5 10 provided from December 2013 December 2015 Oracle will continue to provide Severity 1 fixes critical patch updates and United States Tax Form 1099 updates for the 2013 2014 and 2015 tax years During this period payroll regulatory tax updates will only be provided for the countries and tax years specified below Country 2013 Tax Year 2014 Tax Year United States and January 1 2013 January 1 2014 December Canada December 31 2013 31 2014 United Kingdom N A April 6 2013 April 5 2014 Australia N A July 1 2013 June 30 2014 Oracle Software Technical Support Policies 1 December 2015 Page 7 of 26 ORACLE PeopleSoft Enterprise 9 0 and PeopleSoft Enterprise 9 1 The Extended Support fee will be waived for the entire Extended Support period JD Edwards EnterpriseOne and JD Edwards World a JD Edwards EnterpriseOne 9 0 JD Edwards EnterpriseOne 9 0 Update 2 i e 9 0 2 and or JD Edwards EnterpriseOne 9 1 releases The Extended Support fee will be waived for the entire Extended Support Per
28. e order Oracle technical support terms including pricing reflect a 12 month support period the support period Once placed your order for technical support services is non cancelable and the sums paid non refundable except as provided in the relevant order Oracle is not obligated to provide technical support beyond the end of the support period License Set A license set consists of i all of your licenses of a program including any options e g Database Enterprise Edition and Enterprise Edition Options Purchasing and Purchasing Options Enterprise Manager e g Database Enterprise Edition and Diagnostics Pack or self service module e g Human Resources and Self Service Human Resources licensed for such programs ii all of your licenses of a program that share the same source code or iii for Crystal Ball programs the same licenses of a program contained on a single order iv for Java Embedded Binary programs all of the distributed units of the program s embedded in each unique Java Application Product pursuant to the Java Binary License and Redistribution Agreement BLRA between you and Oracle or v if you are distributing Java Restricted Use Binary programs or if you are distributing Java Embedded Binary programs under the Oracle Java Platform Integrator program OJPI all of the end user s licenses of the program s embedded or included in the Java Application Product pursuant to the BLRA Developme
29. ent and or Demonstration licenses is provided through your membership in the Oracle PartnerNetwork Before you may provide technical support for a program you have licensed to an end user you must in addition to the technical support you may receive for Development and or Demonstration licenses acquire technical support for such program from Oracle and continuously maintain it for as long as you provide support to the end user 3 Lifetime Support Lifetime Support consists of the following service levels e Premier Support also referred to as and will be documented on your order as Software Update License amp Support or Oracle Communications Network Software Premier Support e Extended Support if offered e Sustaining Support A description of the services available under Premier Support Extended Support and Sustaining Support is included in the Oracle Technical Support Levels section below When offered and except as noted below Premier Support will be available for five years from the date a release of the Oracle program becomes generally available If offered support may be extended for an additional three years with Extended Support for specific releases Except as noted below in addition to the technical support fee an Extended Support fee applies for each support period for which Extended Support is purchased Alternatively and if offered support may be extended with Sustaining Support which will be available for as
30. equests at the end of the support period shall expire Incident Server Support for a program may be acquired with the initial program license purchase and if acquired with such purchase may be renewed for subsequent support periods for as long as Premier Support is available for your Oracle program license If you want to obtain Software Update License amp Support it will be subject to Oracle s reinstatement policies in effect at the time Software Update License amp Support is acquired Incident Server Support is available for the following across all platforms e Oracle Database Incident Server Support Package Oracle Database Enterprise Edition Oracle Database Standard Edition Oracle Database Standard Edition One Partitioning and Real Application Clusters e Oracle Application Incident Server Support Package Internet Application Server Enterprise Edition Internet Application Server Standard Edition and Internet Application Server Java Edition Incident Server Support consists of e 10 service requests e Access to My Oracle Support 24x7 web based technical support system including the ability to log service requests online e Access to downloadable software patches and patchsets Service requests requiring resolution of a program bug will not be counted against your overall service request total Your access to Incident Server Support services including My Oracle Support ends on the earlier of i expiration of the support period or ii
31. f e Non technical customer service during normal business hours Notes 1 For MICROS Systems programs in EMEA Austria Belgium Denmark Finland France Germany Hungary Ireland Israel Italy Netherlands Norway Poland Portugal Spain Sweden Switzerland and United Kingdom and JAPAC Australia Cambodia China Guam Hong Kong India Japan Korea Laos Macau Malaysia Maldives Myanmar New Zealand Philippines Singapore Sri Lanka Taiwan Thailand and Vietnam the following apply i assistance with service requests will be provided during normal business hours and ii the ability to log service requests is as specified in the following link http Awww oracle com us corporate acquisitions micros support index html Extended Support does not include e Certification with new third party products versions Extended Support for Java SE Java SE program releases eligible for Extended Support will receive Java SE Support limited to the following e Bug fixes security fixes and minor updates e Upgrade tools e Assistance with service requests 24 hours per day 7 days a week e Access to My Oracle Support 24 x 7 web based customer support systems including the ability to log service requests online e Non technical customer service during normal business hours Extended Support for Oracle Linux Extended Support is not available for the Oracle Linux programs Sustaining Support Sustaining Support will be available after Prem
32. final service request is resolved Oracle Priority Support If you acquire Oracle Priority Support on your order Oracle will provide Oracle Priority Support as described here Oracle Priority Support Advantage If you acquire Oracle Priority Support Advantage on your order Oracle will provide Oracle Priority Support Advantage as described here Oracle Functional Help Desk If you acquire Oracle Functional Help Desk on your order Oracle will provide Oracle Functional Help Desk as described here Oracle Software Technical Support Policies 1 December 2015 Page 15 of 26 ORACLE North American Payroll Tax Updates North American Payroll Tax Updates is available for the Peoplesoft HRMS Payroll for North America program releases specified in the North American Payroll Tax Updates Service Availability Matrix below If you purchase these services you will receive one 1 calendar year of tax updates for the applicable Peoplesoft HRMS Payroll for North America program release including tax updates for that calendar year made available in January of the following calendar year North American Payroll Tax Updates is only available in the following countries United States Canada and Puerto Rico The following North American Payroll Tax Updates Service Availability Matrix describes the service availability and time frames North American Payroll Tax Updates Service Availability Matrix Peoplesoft HRMS Payroll for North American
33. gram releases XE 8 0 and 8 12 and JD Edwards World program releases A7 3 A8 1 and A9 1 If you purchase these services you will receive one 1 calendar year of financials and payroll legislative updates and Severity 1 fixes for the applicable JD Edwards release In order to acquire Financials and Payroll Legislative Updates for JD Edwards your licensed JD Edwards EnterpriseOne and or JD Edwards World program must be currently supported with Software Update License amp Support The Financials and Payroll Legislative Updates for JD Edwards service consists of the following components that can be purchased separately Tier 1 Tier 2 Tier 3 Single Country Financial Legislative Updates and Single Country Payroll Legislative Updates Tier 1 Tier 2 and Tier 3 consists of services for more than one country Single Country Financial Legislative Updates and Single Country Payroll Legislative Updates consist of services for an individual country The components are as follows Tier 1 Tier 1 consists of Severity 1 fixes United States Tax Form 1099 updates for the applicable tax year s and payroll legislative and financials legislative updates for the applicable calendar year for the United States and Canada If you purchase Tier 1 your fee for such services will be based on the then current Tier 1 fee Tier 2 Tier 2 consists of Severity 1 fixes United States Tax Form 1099 updates for the applicable tax year s and payroll legislative and finan
34. h Oracle s web based customer support systems as described in the Web Based Customer Support Systems section below Product release and supported platforms information for Phase Forward Nimbula programs will be provided to you in writing Effective August 10 2015 product release and supported platforms information for MICROS Systems programs supported by the MICROS United States and Canadian support teams except US Cruise will be available in My Oracle Support Oracle will provide technical support in accordance with Oracle s services privacy policy available at http www oracle com us legal privacy services privacy policy 078833 html and Oracle s Global Customer Support Security Practices as referenced below References to the Technical Support Policies in former Oracle or vendors acquired by Oracle agreements may vary e g Software Support Services Terms and Conditions Maintenance Services Policy Standard Maintenance Program product support policy Support Services policies Support Maintenance Agreement Maintenance and Technical Support Agreement Maintenance and Support Schedule 2 0 and Licensee Support Services Policy These Technical Support Policies are subject to change at Oracle s discretion however Oracle policy changes will not result in a material reduction in the level of the services provided for supported programs during the support period defined below for which fees for technical support have been paid Or
35. ier Support expires As program releases under Sustaining Support are no longer fully supported information and skills regarding those releases may be limited The availability of hardware systems to run such program releases may also be limited Unless otherwise stated in this section program releases eligible for Sustaining Support will receive Software Update License amp Support limited to the following e Program updates fixes security alerts and critical patch updates created during Premier Support and Extended Support if offered and only after the Extended Support period ends e Tax legal and regulatory updates availability may vary by country and or program created during Premier Support and Extended Support if offered and only after the Extended Support Period ends e Upgrade scripts availability may vary by program created during Premier Support and Extended Support if offered and only after the Extended Support Period ends e Major product and technology releases if and when made available at Oracle s discretion which may include general maintenance releases selected functionality releases and documentation updates e Assistance with service requests on a commercially reasonable basis 24 hours per day 7 days a week except as otherwise stated in note 1 below for MICROS Systems e Access to the customer support systems specified in the Web Based Customer Support Systems section below 24 x 7 web based customer support sys
36. interruptions in support services you must notify OSS whenever technical contact responsibilities are transferred to another individual You may designate one 1 primary and four 4 backup individuals technical contact per license set to serve as liaisons with OSS With each USD 250 000 in net support fees per license set you have the option to designate an additional two 2 primary and four 4 backup technical contacts Your primary technical contact shall be responsible for i overseeing your service request activity and ii developing and deploying troubleshooting processes within your organization The backup technical contacts shall be responsible for resolving user issues You may be charged a fee to designate additional technical contacts Oracle may review service requests logged by your technical contacts and may recommend specific training to help avoid service requests that would be prevented by such training Program Updates Update means a subsequent release of the program which Oracle generally makes available for program licenses to its supported customers at no additional license fee other than shipping charges if applicable provided you have ordered a technical support offering that includes software updates for such licenses for the relevant time period Updates do not include any release option or future program that Oracle licenses separately Updates are provided when available as determined by Oracle and may not i
37. iod Please review the Lifetime Support policy for Extended Support timeframes b JD Edwards World A9 2 JD Edwards World A9 2 1 and or JD Edwards World A9 3 The Extended Support fee will be waived for the entire Extended Support period Please review the Lifetime Support policy for Extended Support timeframes Oracle Portal 11gR1 and Oracle Discoverer 11gR1 Oracle Fusion Middleware The Extended Support fee will be waived from July 2014 June 2015 Oracle Exadata Storage Server Software 11 2 program releases 11 2 3 2 2 and above The Extended Support fee will be waived from October 2014 September 2015 Java SE 6 The Extended Support fee will be waived from January 2016 December 2018 Oracle Database Standard Edition 2 Customers with a current support contract for Oracle Database Standard Edition 2 will continue to receive technical support for previously licensed Oracle Database Standard Edition or Oracle Database Standard Edition One program releases License restrictions are as specified in the license definitions and rules of the Oracle Database Standard Edition 2 order Oracle Enterprise Manager Cloud Control 12 1 The Extended Support fee will be waived from November 2016 October 2017 4 Oracle Technical Support Levels Software Update License amp Support Program releases in the Premier Support phase of Oracle s product support lifecycle will receive Software Update License amp Support Software Update Lice
38. ite level as described on My Oracle Support in E Business Suite 11 5 10 Minimum Patch Level and Extended Support Information Center Doc ID 1199724 1 and Oracle E Business Suite Error Correction Support Policy Doc ID 11905034 1 If you renew Severity 1 Fixes and Financials Legislative Updates for Oracle E Business Suite your renewal fee for such services will be based on the current pricing policies in effect at the time of renewal Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Severity 1 Fixes and Financials Legislative Updates for Oracle E Business Suite is not subject to the Reinstatement policies stated above Payroll Legislative Updates for Oracle E Business Suite 11 5 10 Payroll Legislative Updates for Oracle E Business Suite 11 5 10 is available for Oracle E Business Suite release 11 5 10 cumulative update 2 Customers who acquire Payroll Legislative Updates for Oracle E Business Suite 11 5 10 will receive one 1 tax year of payroll legislative updates for the Oracle E Business Suite 11 5 10 release In order to acquire Payroll Legislative Updates for Oracle E Business Suite 11 5 10 your licensed Oracle E Business Suite Payroll must be currently supported with Software Update License amp Support Payroll Legislative Updates for Oracle E Business Suite 11 5 10 is available for the following countries and tax years Country 2014
39. l program formerly the Database Firewall and Database Firewall Management Server programs consists of The Software Update License amp Support described above 24x7 access to Oracle Unbreakable Linux Network e e Hardware Certification e Backport of fixes using commercially reasonable efforts for any Oracle Linux program released from Oracle for a period of six 6 months from the date the next release of the Oracle Linux program becomes generally available the Backport Schedule is available at http linux oracle com backport schedule htm Notes 1 Hardware certification will be provided for the first six 6 years from the data a release of the Oracle Linux program becomes generally available After six 6 years hardware certification may be provided at Oracle s sole discretion however Oracle is under no obligation to provide such hardware certification Limited Software Update License amp Support is available for the Phase Forward programs i e Clinical Development Center Clintrial Empirica Gateway Signal Trace InForm and LabPas The limited Software Update License amp Support consists of Program updates fixes security alerts and critical patch updates Assistance with service requests during normal business hours Ability to log service requests as specified in the following link http www oracle com us support contact health sciences license support index htm Non technical customer service during no
40. le Communications Network Software Premier Support consists of Program updates fixes security alerts and critical patch updates Certification with most new third party products versions availability may vary by program Remote installation of Oracle Communications Network Software Assistance with service requests 24 hours per day 7 days a week Access to My Oracle Support 24 x 7 web based customer support systems including the ability to log service requests online e Non technical customer service during normal business hours For Oracle Communications Network Software Premier Support only reasonable efforts will be made to respond to service requests per the Response Times set forth in the guidelines below however Oracle s failure to adhere to the times stated will not constitute a breach by Oracle The guidelines are for informational purposes only and subject to change at Oracle s discretion Severity Response Time Remote Restoration Time Resolution Time Level Severity 1 15 minutes 6 hours 30 calendar days Severity 2 15 minutes 48 hours 30 calendar days Severity 3 N A N A 180 calendar days 1 For purposes of the above table the following definitions apply e Response Time The elapsed time beginning when you create a service request until Oracle first responds to you e Remote Restoration Time The elapsed time beginning when Oracle achieves remote access to the applicable program
41. long as you maintain technical support for your Oracle program licenses For specific programs that are or will be covered by the Lifetime Support Policy service levels offered and timeframes refer to the following For server technology programs view Lifetime Support Policy Coverage for Technology Products PDF e For fusion middleware programs view Lifetime Support Policy Coverage for Fusion Middleware PDF e For application programs view Lifetime Support Policy Coverage for Applications PDF For retail application programs view Lifetime Support Policy Coverage for Retail Applications PDF Oracle Software Technical Support Policies 1 December 2015 Page 5 of 26 ORACLE For Sun software and operating system products view Lifetime Support Policy Coverage for Sun Software and Operating System Products PDF For Oracle Linux program releases view Lifetime Support Policy Coverage for Oracle Linux and Oracle VM PDF e For OFSS programs view Lifetime Support Policy Coverage for Oracle Financial Services Software PDF Exceptions For customers with a current support contract running 1 PeopleTools The PeopleTools program provided in conjunction with a PeopleSoft application program release will be supported for as long as such application program release is supported Patches and platform certifications for a PeopleTools minor release will be provided until 12 mon
42. minus the applicable standard discount Oracle Software Technical Support Policies 1 December 2015 Page 3 of 26 ORACLE Custom Application Bundles Technical support may not be discontinued for a single program module within a custom application bundle Unsupported Programs Customers with unsupported programs are not entitled to download or receive updates maintenance releases patches telephone assistance or any other technical support services for unsupported programs CD packs or programs purchased or downloaded for trial use use with other supported programs or purchased or downloaded as replacement media may not be used to update any unsupported programs Technical Contacts Your technical contacts are the sole liaisons between you and OSS for technical support services Your technical contacts must have at a minimum initial basic product training and as needed supplemental training appropriate for specific role or implementation phase specialized product usage and or migration Your technical contacts must be knowledgeable about the Oracle supported programs and your Oracle environment in order to help resolve system issues and to assist Oracle in analyzing and resolving service requests When submitting a service request your technical contact must have a baseline understanding of the problem you are encountering and an ability to reproduce the problem in order to assist Oracle in diagnosing and triaging the problem To avoid
43. mitment and response guidelines for Severity 1 service requests as defined in the Severity Level section below e Previously released fixes or updates that Oracle no longer supports Sustaining Support for Nimbula Nimbula program releases eligible for Sustaining Support will receive Software Update License amp Support limited to the following Oracle Software Technical Support Policies 1 December 2015 Page 11 of 26 ORACLE e Access to existing program updates and fixes only i e new program updates and fixes will not be provided e Assistance with service requests during normal business hours Ability to log service requests via the following email Nimbula Support_ WW oracle com e Non technical customer service during normal business hours Sustaining Support for the Nimbula program releases does not include e Access to new program updates and fixes e 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity Level section below Oracle Communications Network Software Premier amp Sustaining Support Oracle Communications Network Software Premier Support is available for the following program categories collectively Oracle Communications Network Software Oracle Communications EAGLE Oracle Communications Performance Intelligence Center Oracle Communications Diameter Signaling Router Oracle Communications Policy Management and Oracle Communications Subscriber Data Management Orac
44. mp Support limited to the following e Access to My Oracle Support 24 x 7 web based customer support systems including the ability to log service requests online e 24x7 access to Oracle Unbreakable Linux Network e Access to patches fixes and security alerts created during the Premier Support period Sustaining Support for the Oracle Linux programs does not include e Access to new patches fixes and security alerts e 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity Level section below e Hardware certification e Backport of fixes Sustaining Support for Java SE Java SE program releases eligible for Sustaining Support will receive Java SE Support limited to the following e Minor updates and bug and security fixes created during Premier Support and Extended Support if offered and only after the Extended Support Period ends e Upgrade tools created during Premier Support and Extended Support if offered and only after the Extended Support Period ends e Assistance with service requests on a commercially reasonable basis 24 hours per day 7 days per week e Access to My Oracle Support 24 x 7 web based customer support systems including the ability to log service requests online e Non technical customer service during normal business hours Sustaining Support for the Java SE program releases does not include e New minor updates and bug and security fixes e New upgrade tools e 24hour com
45. nclude all versions previously available for a program acquired by Oracle Oracle is under no obligation to develop any future programs or functionality Any updates made available will be delivered to you or made available to you for download If delivered you will receive one update copy for each supported operating system for which your program licenses were ordered You shall be responsible for copying downloading and installing the updates Right to Desupport It may become necessary as a part of Oracle s product lifecycle to desupport certain program releases and therefore Oracle reserves that right However program releases that are expressly identified within Oracle s Lifetime Support policy will be governed by the terms of the Lifetime Support Policy Desupport information is subject to change First and Second Line Support You are required to establish and maintain the organization and processes to provide First Line Support for the supported programs directly to your users First Line Support shall include but not be limited to i a direct response to users with respect to inquiries concerning the performance functionality or operation of the supported programs ii a direct response to users with respect to problems or issues with the supported programs iii a diagnosis of problems or issues of the supported programs and iv a resolution of problems or issues of the supported programs Oracle Software Technical Support
46. nfiguration data e g Oracle Configuration Manager to assist with issue resolution The tools are licensed under the My Oracle Support Terms of Use and may be subject to additional terms provided with the tools Some of the tools are designed to collect information concerning the configuration of your computer environment tools data The tools will not access collect or store any personally identifiable information except for technical support contact information or business data files residing in your computer environment By using the tools you consent to the transmission of your tools data to Oracle for the purposes of providing reactive and proactive technical support services In addition the tools data may be used by Oracle to assist you in managing your Oracle product portfolio for license and services compliance and to help Oracle improve upon product and service offerings Some of the tools may be designed to connect automatically or on a periodic basis and you may not receive a separate notice upon connection You are responsible for maintaining the telecom gateway through which the tools communicate tools data to Oracle Use of the tools is voluntary however refusal to use the tools may impede Oracle s ability to provide technical support services to you Further details about some of the current tools Oracle uses to provide technical support services the data collected and how the data is used are described in the Global
47. ngle Country fee US Federal Government US Federal Government consists of Financials legislative updates for the US Federal Government If you purchase this service you will receive financial legislative updates for the US Federal Government for one 1 US Federal Government fiscal year If you purchase the US Federal Government option your fee for such services will be based on the then current US Federal Government fee The following Severity 1 Fixes and Financials Legislative Updates for Oracle E Business Suite Service Availability Matrix describes the service availability and time frames Severity 1 Fixes and Financials Legislative Updates for Oracle E Business Suite Service Availability Matrix Oracle E Business Suite 11 5 10 Oracle E Business Suite 12 0 6 cumulative update 2 Tier 1 December 1 2013 December 31 February 1 2015 December 31 2015 2016 Please see the Tier 1 description above for services provided through December 31 2015 Tier 2 December 1 2013 December 31 Not Available Tier 3 ETE 1 2013 December 31 Not Available Single Country ee 1 2014 December 31 Not Available US Federal oa 1 2015 September 30 Not Available Government 2016 Information on financials legislative updates and applicable countries is available on My Oracle Support i e Financials Legislative Updates for Oracle E Business Suite 11 5 10 Doc ID 1597513 1 and E Business Suite
48. not apply to these services unless expressly stated otherwise in the applicable order NoSQL Database Community Edition Support NoSQL Database Community Edition Support is available for NoSQL Database Community Edition program releases NoSQL Database Community Edition Support consists of e Access to patches and fixes e Assistance with service requests 24 hours per day 7 days a week e Access to My Oracle Support 24 x 7 web based technical support system including the ability to log service requests online e Non technical customer service during normal business hours NoSQL Database Community Edition Support does not include upgrades to new program releases Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Service Request Packages Service Request Packages are made available to members of the Oracle Partner Network Service Request Packages provide web based technical support in packages of 10 or 25 service requests do not include updates and are not available for all programs Please contact your at http partner oracle com for program availability Service Request Packages are valid for one year from the date of purchase Any unused service request s will expire at the earlier of i the end of such year or ii the end of your OPN membership term if such membership is not renewed Access to log service requests will be restricted at the same time the
49. nse amp Support consists of Program updates fixes security alerts and critical patch updates Tax legal and regulatory updates availability may vary by country and or program Upgrade scripts availability may vary by program Certification with most new third party products versions availability may vary by program Major product and technology releases if and when made available at Oracle s discretion which may include general maintenance releases selected functionality releases and documentation updates Assistance with service requests 24 hours per day 7 days a week except as otherwise stated in note 1 below for MICROS Systems Access to the customer support systems specified in the Web Based Customer Support Systems section below 24 x 7 web based customer support systems including the ability to log service requests online unless stated otherwise Current licensees of MySQL Classic Edition Annual Subscription MySQL Cluster Carrier Grade Edition Annual Subscription MySQL Enterprise Edition Annual Subscription or MySQL Standard Edition Annual Subscription MySQL Subscription may receive Software Update License amp Support SULS for MySQL Community Edition except that SULS for MySQL Community Edition does not include Updates of any kind MySQL Community Edition may not contain all of the features and functionality of the programs contained in the MySQL Subscription Community Edition refers to MySQL licensed under
50. nt and demonstration licenses available through the Oracle Partner Network or the Oracle Technology Network are not included in the definition of a license set As specified on Oracle s price list Programs that share the same source code are Database Enterprise Edition Database Standard Edition Database Standard Edition One Oracle Database Standard Edition 2 and Personal Edition e Internet Application Server Enterprise Edition Internet Application Server Standard Edition WebLogic Server Enterprise Edition WebLogic Server Standard Edition WebLogic Suite and Web Tier Oracle FLEXCUBE Core Banking programs Oracle FLEXCUBE Universal Banking for Retail programs Oracle FLEXCUBE Universal Banking for Corporate programs Oracle FLEXCUBE Lending amp Leasing programs Oracle Daybreak programs Oracle Banking programs Oracle Software Technical Support Policies 1 December 2015 Page 2 of 26 ORACLE If you are an Oracle partner and provide first line support to an end user e g Embedded Software License ESL Application Specific Full Use ASFU or any other Oracle authorized provision of first line support a license set consists of all of the end user s licenses of the program s embedded or included in the Application Package pursuant to the ESL Distribution Agreement ASFU Distribution Agreement or other distribution agreement between you and Oracle If the end user also has Full Use licenses supported direc
51. ot subject to the Reinstatement policies stated above Oracle Linux Support Services Oracle offers Oracle Linux support services to customers regardless of whether or not they are using Oracle programs For information about the available services please refer to the Oracle Linux and Oracle VM Support Policies available at http www oracle com support policies html Oracle VM Support Services Oracle offers Oracle VM support services to customers regardless of whether or not they are using Oracle programs For information about the available services please refer to the Oracle Linux and Oracle VM Support Policies available at http www oracle com support policies html Exadata Premier Support For information regarding renewals of Exadata Premier Support please refer to the Exadata Technical Support Policies available at http www oracle com us support policies index html 6 Web Based Customer Support Systems My Oracle Support Access to My Oracle Support is governed by the Terms of Use posted on the My Oracle Support web site The Terms of Use are subject to change and a copy of these terms is available upon request Access to My Oracle Support is limited to your designated technical contacts The following Oracle programs are not currently supported under My Oracle Support Phase Forward i e Clinical Development Center Clintrial Empirica Gateway Signal Trace InForm and LabPas Nimbula and MICROS Systems except as othe
52. previously acquired technical support from an Oracle authorized distributor and are now acquiring technical support directly from Oracle an uplift may be added to the reinstatement fee and your technical support fee If support is not reinstated for the entire license set or if support for a subset of licenses from an order is reinstated then the License Set Matching Service Levels and Pricing following Reduction of Licenses or Support Level policies will apply Pricing following Reduction of Licenses or Support Level Pricing for support is based upon the level of support and the volume of licenses for which support is ordered In the event that a subset of licenses on a single order is terminated or if the level of support is reduced support for the remaining licenses on that license order will be priced at Oracle s list price for support in effect at the time of termination or reduction minus the applicable standard discount Such support price will not exceed the previous support fees paid for both the remaining licenses and the licenses being terminated or unsupported and will not be reduced below the previous support fees paid for the licenses continuing to be supported If the license order from which licenses are being terminated established a price hold for additional licenses support for all of the licenses ordered pursuant to the price hold will be priced at Oracle s list price for support in effect at the time of reduction
53. r year of Severity 1 fixes and United States Tax Form 1099 updates In order to acquire this service your licensed PeopleSoft Enterprise Applications must be currently supported with Software Update License amp Support Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft HCM and FSCM will be delivered through My Oracle Support If you renew Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft HCM and FSCM your renewal fee for such services will be based on the current pricing policies in effect at the time of renewal Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft HCM and FSCM is not subject to the Reinstatement policies stated above Severity 1 Fixes for Siebel CRM Severity 1 Fixes for Siebel CRM is available for the following Siebel CRM program releases 7 7 7 8 and 8 0 Customers who acquire Severity 1 Fixes for Siebel CRM will receive one 1 calendar year of Severity 1 fixes for the applicable Siebel CRM release In order to acquire this service your licensed Siebel CRM program releases must be currently supported with Software Update License amp Support Severity 1 Fixes for Siebel CRM will be delivered through My Oracle Support Due to architectural or other changes between a subsequent release of Siebel CRM and the eligible program relea
54. rmal business hours Extended Support Extended Support may be available for certain Oracle program releases after Premier Support expires When Extended Support is offered it is generally available for three years following the expiration of Premier Support and only for the terminal patchset release of a program Unless otherwise stated in this section supported program releases eligible for Extended Support will receive Software Update License amp Support limited to the following Program updates fixes security alerts and critical patch updates Tax legal and regulatory updates availability may vary by country and or program Upgrade scripts availability may vary by program Major product and technology releases if and when made available at Oracle s discretion which may include general maintenance releases selected functionality releases and documentation updates Oracle Software Technical Support Policies 1 December 2015 Page 9 of 26 ORACLE e Assistance with service requests 24 hours per day 7 days per week except as otherwise stated in note 1 below for MICROS Systems e Access to the customer support systems specified in the Web Based Customer Support Systems section below 24 x 7 web based customer support systems including the ability to log service requests online unless stated otherwise e Access to Platinum Services as described at http www oracle com us support library platinum services policies 1652886 pad
55. rwise stated below Oracle Software Technical Support Policies 1 December 2015 Page 22 of 26 ORACLE Clarify SelfService MS CRM Heat Portal and MICROS Self Service Customer Support Portal The following applies to MICROS Systems programs only Access to the following MICROS Systems web based customer support systems Clarify SelfService MS CRM Heat Portal and MICROS Self Service Customer Support Portal are governed by the Terms of Use posted on the applicable MICROS Systems web site The terms of Use are subject to change and a copy of these terms is available upon request Access to the MICROS Systems web based customer support systems is limited to your designated technical contacts MICROS Systems programs supported by the MICROS United States and Canadian support teams except US Cruise has transitioned from Clarify SelfService PTS ZenDesk and Onyx to My Oracle Support Oracle Unbreakable Linux Network Access to the Oracle Unbreakable Linux Network is included with Software Update License amp Support for the Audit Vault and Database Firewall program formerly the Database Firewall and Database Firewall Management Server programs 7 Tools Used to Perform Technical Support Services Oracle may make available collaboration tools such as tools that enable Oracle with your consent to access your computer system e g Oracle Web Conferencing and software tools such as tools to assist in the collection and transmission of co
56. s will not be provided for the JD Edwards EnterpriseOne and JD Edwards World program releases included under the Financials and Payroll Legislative Updates service e Due to architectural or other changes between a subsequent release of JD Edwards EnterpriseOne or JD Edwards World and the eligible program releases under the Financials and Payroll Legislative Updates for JD Edwards service Oracle may not provide all localized updates that are made available in a subsequent release of JD Edwards EnterpriseOne or JD Edwards World If you renew Financials and Payroll Legislative Updates for JD Edwards your renewal fee for such services will be based on the current pricing policies in effect at the time of renewal Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Financials and Payroll Legislative Updates for JD Edwards is not subject to the Reinstatement policies stated above Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft HCM and FSCM Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft HCM and FSCM is available for the following programs PeopleSoft Human Capital Management HCM release 9 0 and Financials and Supply Chain Management FSCM release 9 0 PeopleSoft Enterprise Applications Customers who acquire Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft HCM and FSCM will receive one 1 calenda
57. se 10 2 0 5 to an Oracle Database Enterprise Edition Release that is covered by Software Update License amp Support and b After the conclusion of the Workshop Oracle will provide telephone support Monday through Friday 9 00am to 5 00pm local time excluding local holidays to respond to questions and offer guidance regarding your upgrade plan for up to the number of hours identified in your order 3 Access to Oracle s Unlimited Learning Subscription ULS for up to five 5 Named Users The ULS includes Training On Demand Learning Streams and Cloud Learning Subscription access More information on ULS can be found at http education oracle com us terms termspolicies030115 html Your fee for Oracle Market Driven Support for Oracle Database 10g Release 2 services will be based upon Oracle s then current pricing in effect at the time of your order In order to acquire Oracle Market Driven Support for Oracle Database 10g Release 2 services your licensed Oracle database s must be currently supported with Software Update License amp Support Severity 1 fixes and CPUs will be delivered through My Oracle Support Oracle Market Driven Support for Oracle Database 10g Release 2 services expire on July 31 2016 and are not renewable Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Oracle Market Driven Support for Oracle Database 10g Release 2 services are n
58. sed The reinstatement fee is computed as follows a if technical support lapsed then the reinstatement fee is 150 of the last annual technical support fee you paid for the relevant program b if you never acquired technical support for the relevant programs then the reinstatement fee is 150 of the net technical support fee that would have been charged if support had been ordered originally for the relevant program per Oracle s Support pricing policies in effect at the time of reinstatement The reinstatement fee in a shall be prorated from the date technical support is ordered back to the date technical support lapsed The reinstatement fee in b shall be prorated back to the original program license order date In addition to the reinstatement fee described above you must pay the technical support fee for the support period This technical support fee is computed as follows i if technical support lapsed then the technical support fee for a twelve month support period shall be the last annual technical support fee you paid for the relevant program ii if you never acquired technical support for the relevant program then the annual technical support fee shall be the fee that would have been charged if support had been ordered originally for the relevant program per Oracle s Support pricing policies in effect at the time of reinstatement Renewal adjustments may be applied to the annual support fee described in i and ii above If you
59. ses under the Severity 1 Fixes for Siebel CRM service Oracle may not provide all Severity 1 fixes that are made available in a subsequent release of Siebel CRM If you renew Severity 1 Fixes for Siebel CRM your renewal fee for such services will be based on the current pricing policies in effect at the time of renewal Contractual caps on technical support fees do not apply to these services unless expressly stated otherwise in the applicable order Severity 1 Fixes for Siebel CRM is not subject to the Reinstatement policies stated above Oracle Market Driven Support for Oracle Database 10g Release 2 Oracle Market Driven Support for Oracle Database 10g Release 2 is available for the Oracle Database Enterprise Edition Release 10 2 0 5 If you purchase Oracle Market Driven Support for Oracle Database 10g Release 2 you will receive the following services for the number of production 10 2 0 5 databases identified in your order through July 31 2016 Oracle Software Technical Support Policies 1 December 2015 Page 21 of 26 ORACLE 1 Oracle Market Driven Support for Oracle Database 10g Release 2 will be limited to Severity 1 fixes and critical patch update s CPU 2 A database upgrade planning workshop Workshop that includes a One 1 remote presentation for up to four 4 hours not to exceed thirty 30 attendees to provide advice and guidance on the creation of your upgrade plan from Oracle Database Enterprise Edition Relea
60. tement of Changes PDF Oracle Software Technical Support Policies 1 December 2015 Page 23 of 26 ORACLE Please note that global customer support services and systems are not designed to accommodate special security controls that may be required to store or process certain types of sensitive data Please ensure that you do not submit any health payment card or other sensitive data that requires protections greater than those specified in the Global Customer Support Security Practices Information on how to remove sensitive data from your submission is available in My Oracle Support at https support oracle com CSP main article cmd show amp type NOT amp id 1227943 1 Notwithstanding the restriction above if you are subject to the United States Health Insurance Portability and Accountability Act HIPAA and would like to submit protected health information PHI to Oracle as part of receiving technical support services you must e Execute a business associate agreement with Oracle that specifically references and covers your technical support services Submit PHI only in service request attachments on the My Oracle Support customer portal Not include PHI in the body of service requests When prompted in My Oracle Support indicate that the service request attachment may contain PHI Disable automated file uploads that send files to Oracle as service request attachments 9 Severity Definitions Service requests for supported Oracle programs
61. tems including the ability to log service requests online unless stated otherwise e Non technical customer service during normal business hours Oracle Software Technical Support Policies 1 December 2015 Page 10 of 26 ORACLE Notes 1 For MICROS Systems programs in EMEA Austria Belgium Denmark Finland France Germany Hungary Ireland Israel Italy Netherlands Norway Poland Portugal Spain Sweden Switzerland and United Kingdom and JAPAC Australia Cambodia China Guam Hong Kong India Japan Korea Laos Macau Malaysia Maldives Myanmar New Zealand Philippines Singapore Sri Lanka Taiwan Thailand and Vietnam the following apply i assistance with service requests will be provided during normal business hours and ii the ability to log service requests is as specified in the following link http Awww oracle com us corporate acquisitions micros support index html Sustaining Support does not include e New program updates fixes security alerts and critical patch updates New tax legal and regulatory updates New upgrade scripts Certification with new third party products versions 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity Level section below e Previously released fixes or updates that Oracle no longer supports Sustaining Support for Oracle Linux Oracle Linux program releases eligible for Sustaining Support will receive Software Update License a
62. the GPL license Oracle Software Technical Support Policies 1 December 2015 Page 8 of 26 Notes ORACLE For Oracle VM VirtualBox Enterprise Software Update License amp Support SULS is limited to the platforms specified here SULS is not available for Oracle VM VirtualBox Enterprise features noted as experimental such features are specified in the Oracle VM VirtualBox User Manual located here Access to Platinum Services as described at http www oracle com us support library platinum services policies 1652886 pdf Until July 1 2016 remote program updates and patch installation assistance for DIVA programs during normal business hours Non technical customer service during normal business hours 1 For MICROS Systems programs in EMEA Austria Belgium Denmark Finland France Germany Hungary Ireland Israel Italy Netherlands Norway Poland Portugal Spain Sweden Switzerland and United Kingdom and JAPAC Australia Cambodia China Guam Hong Kong India Japan Korea Laos Macau Malaysia Maldives Myanmar New Zealand Philippines Singapore Sri Lanka Taiwan Thailand and Vietnam the following apply i assistance with service requests will be provided during normal business hours and ii the ability to log service requests is as specified in the following link http Awww oracle com us corporate acquisitions micros support index htm Software Update License amp Support for the Audit Vault and Database Firewal
63. ths after the next minor release is made generally available or Oracle announces that no future releases will be made critical patch updates for a PeopleTools minor release may be provided for up to 24 months after the next minor release is made generally available You must apply PeopleTools minor releases in order to continue to receive Premier or Extended Support if offered for a PeopleSoft application program release You may be required to apply PeopleTools minor releases to remain current with versions of third party technologies and products as supported by the provider of the third party product PeopleSoft application maintenance which includes but is not limited to images patches bundles and maintenance packs may require an upgrade to a newer version of PeopleTools Oracle reserves the right to make changes to the third party products included in the PeopleTools program release which includes but is not limited to i requiring newer versions of the third party products ii changing the way in which third party products are packaged and distributed and iii replacing or remediating one or more third party products 2 Oracle Database 11gR2 The Extended Support fee has been waived for the period of February 2015 May 2017 During this period you will receive Extended Support during these periods as described in the Oracle Technical Support Levels section below 3 Oracle Database 10gR2 Except as otherwise specified in the t
64. tly by you then those Full Use licenses must also be supported at the same level as the ASFU or ESL licenses If Oracle is providing first line support for all of an end user s ASFU and Full Use licenses then both the ASFU and Full Use licenses must be supported at the same level However if Oracle is providing first line support for an end user s Full Use licenses and you are providing first line support for the ASFU and or ESL licenses then the licenses would not be considered part of the same license set Matching Service Levels When acquiring technical support all licenses in any given license set must be supported under the same technical support service level e g Software Update License amp Support Oracle Communications Network Premier Support or unsupported If you add Extended Support you still must maintain Software Update License amp Support for the entire license set subject to availability you must acquire Extended Support for all licenses of a particular version release of a program if you acquire Extended Support for any license in such version release You may not support a subset of licenses within a license set the license set must be reduced by terminating any unsupported licenses You will be required to document license terminations via a termination letter Reinstatement of Oracle Technical Support If technical support lapses or was not originally purchased with a program license a reinstatement fee will be asses

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