Know Oracle Support Policies - especially this one

Today's topic: the recently revised Database, FMW, and OCS
Software Error Correction Support Policy Version 2.0
MetaLink Note:209768.1

I'll admit, this recent revision almost got by me.  It's been 4 years since it's been updated and it needed to be.  It's a
must read.  This clarifies why Support
often requests customers to apply the latest patchset, or why a certain fix
cannot be backported.

The HOT sections of this document
Which Patch Sets Will Oracle Create New Fixes On?

  • Patch Sets Only For Supported Releases
  • Not All Patch Sets Ported
  • Critical Patch Updates Only For Supported Patch Sets
  • Criteria For Considering Interim Patch Requests
  • Which Patch Sets Are Eligible For Interim Patches?
  • Typically, we don't review 'Policies' until there's some sort of emergency like DeSupport/Obsolescence, Patch problems, Product defects or whatever.  Who really reads this stuff before the contracts are signed anyway? Right?

    Oracle's Lifetime Support Policy is a must read. Understand it and review frequently because it changes often.
    Oracle Support's - Technical Support Policies provides the details of the whos-whats-wheres, and hows of Oracle Support delivery.

    Don't get me wrong. These aren't short documents and they can seem confusing. Allow the Customer Support Management team help bring clarity or answer any questions.

    For our EBusiness Applications customers:
    Oracle Applications Patching FAQ for Release 11i  Doc ID:  Note:457566.1

    Oracle Applications Patching FAQ for Release 12 Doc ID:  Note:459156.1

    Comments:

    Herman:   There is a common oversight among readers of the Lifetime Support Policy.  There is a key-code chart on page 4 which identifies the color shading of the rows.  The Lifetime Support Policy is not retroactive to all existing versions of any product.
    • Dark Grey = Support does not follow the Lifetime Support Policy
    • Light Grey = Release will have a direct upgrade to Oracle Fusion Applications
    • White = Follows the Lifetime Support Policy
    With regards to Hyperion products most rows are shaded Dark Grey. 

    In most cases that means that pre-existing technical support policies or desupport announcements were in place that had to do with product retirement or obsolescence.    Starting with vesrion 9.3, Hyperion is following the new Lifetime Support Policy with it's 5-year lifecycle under Premier Support

    During acquisition, Oracle strives to provide our customers with a strategy for Product Lifecycle Management and direction for future product releases.

    Posted by Chris Warticki on March 05, 2008 at 08:50 AM EST #

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    About

    Chris Warticki
    Support Specialist, Presenter Extraordinaire, Toastmaster & self-proclaimed Support "spokesmodel".

    Chris has been working for Oracle for over 15 years. Chris educates customers how to maximize their Support investment and leverage the support tools and available resources as part of Premier Support.

    Chris works for Global Customer Management and speaks with customers on all topics regarding Oracle support services

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