Tuesday Jan 21, 2014

Support Implications for Your EBS Customizations

I've published this guidance in various articles before but it never hurts to consolidate it here for new readers.

You may choose to:

  • Modify or extend the E-Business Suite code that we ship
  • Add new database objects or modify existing database objects that we ship
  • Modify our standard EBS database partitioning schemes
  • Introduce various forms of third-party virtualization technologies for any of the E-Business Suite's three tiers -- the database tier, the application server tier, or the desktop tier
  • Use third-party tools to modify your database directly
  • Integrate third-party software with your EBS environment, say, for reporting purposes, or to obtain additional industry-specific functionality
  • Use third-party tools to manage or configure your EBS environment.
Oracle generally considers all of these activities to be some form of customization.  This is not a complete list. Generally speaking, if you have introduced something new into your environment that we haven't tested, we cannot take responsibility for it, so we consider it to be a customization.

Where these activities fall on a risk spectrum depends on their invasiveness.  The more invasive a customization is, the greater its potential risk.  Oracle generally recommends against invasive customizations.

Oracle's official policy on handling customizations is detailed here:

The support implications boil down to this:

  • Issues that are isolated to the E-Business Suite will be investigated by E-Business Suite Development.
  • Issues that are isolated to your customizations or third-party tools should be directed to the third-party vendor.
  • E-Business Suite Development will provide E-Business Suite Development patches for issues that can be reproduced in environments built using E-Business Suite documented procedures and tools.
  • If the third-party vendor cannot resolve issues isolated to their tools, you should restore from a backup and revert to using Oracle’s documented tools and procedures.

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