Digest: Ask the Support Blogger
By Cwarticki-Oracle on Feb 08, 2012
Security ER's. Enterprise Data Security Assessment. Scope of Support. Terminal dates. Here are a few of the questions that I've fielded over the last few weeks. Sharing with all. Enjoy.
Q: One of my customers said that that a security-related enhancement request can be filed by the customer online. Where this can be done?
A: Any product Enhancement Request has to be created within MOS by creating an SR. Same goes with Reporting Security Vulnerabilities. If you are not a customer and without access to MOS - please email email@example.com with your discovery.
- I found a really cool Security Assessment here. It's free. Take it.
- Q: What's out of scope for Support to cover when working issues?
A: Fundamentally, Support is here to help. Support is not a replacement for Advanced Customer Services, Oracle Consulting nor Oracle University. Support won't install the product for you, teach you how to use the product, nor code customizations. As an aside, in my experience Sql Tuning is also very challenging to troubleshoot.
I also reference customer responsibility as stated in the Technical Support Policies: Your technical contacts are the sole liaisons between you and OSS for technical support of programs. 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 programs and your Oracle environment...
- Q: When is the terminal release for product x being announced?
A: Development doesn't cough up the terminal release information until they are ready. Never have, never will.
Is it listed anywhere