Oracle Lifetime Support Overview and Definitions

Introduction

Oracle recently announced a revised support model for their full suite of products including E-Business Suite, technology products such as Database, Applications Server and Peoplesoft / JD Edwards and Siebel products.

As part of the announcement Oracle have published commitments dates by which they will support versions of products. These dates vary on the type / level of support they will provide.

Do you understand how these changes affect your organisation and its use of Oracle E-Business Suite?

Are you able to check your compliance easily? Do you have plans in place for the any future desupport?

Change to your support arrangements and fees may seem inevitable but Oracle E-Business Suite is our business and we are able to help you understand the new structure, choose the most cost effective services and plan for the future.

Contact Mike Kennedy to learn more about PCL support and compliance services mkennedy@pcl-it.co.uk or 07889 847054.

Definition of Support Levels

Oracle have defined 3 levels of support available for the customer to buy:

Premier Support

Premier support provides maintenance and support for five years from date that the version was generally available and includes:

• Major product and technology releases
• Technical Support
• Updates, fixes, security alerts and critical patch updates
• Tax, legal and regulatory updates
• Upgrade scripts
• Certifications with most new third-party products / versions
• Certification with most new Oracle products

Extended Support

Extended support provides an additional 3 years of support for specific Oracle Products and includes:

• Major product and technology releases
• Technical Support
• Updates, fixes, security alerts and critical patch updates
• Tax, legal and regulatory updates
• Upgrade scripts
• Certifications with most new third-party products / versions
• Certification with most new Oracle products

Sustaining Support

Sustaining support will be available for as long as the customer licenses the product. The scope of support provided is limited to:

• Major product and technology releases
• Technical Support
• Access to Oracle Metalink
• Fixes, updates, security alerts and critical patch updates created during premier support stage
• Upgrade scripts created during premier support stage

Sustaining support does not include:

• New updates, fixes, security alerts and critical patch updates
• New tax, legal and regulatory updates
• New upgrade scripts
• Certifications with new third-party products / versions
• Certification with new Oracle products

If you have been concerned by the new support arrangements and would like to discuss how to plan for the future then please contact Mike Kennedy to learn more about PCL support and compliance services mkennedy@pcl-it.co.uk or 07889 847054.