Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Support Policy Information is always just a click away

The Oracle Technical Support Policies page provides access to all of Oracle's support policy

documentation in a single location: http://www.oracle.com/us/support/policies/index.html

Here you will find the latest Support Terms and Support Level information for a variety of Oracle products. The policies outline in detail what is covered by a customer’s support contract and serve as the main reference for what is delivered by Oracle Support.

The Policies include information on Oracle’s support terms, details around contracts and

renewals, descriptions of Oracle’s technical support levels, and other specific information related to the general delivery of support services.

These policies additionally outline the available web based support systems, tools used to perform technical support services, Global Customer Support security practices, and Severity Level definitions.

You can quickly review your policy online or download the PDF. The Support Policies page is an important resource to assist in the understanding of what is included in your support contract and how various aspects of support are delivered.

As a best practice, when investigating a technical support policy question, always refer to the product specific document when it exists. When no product specific document exists, and you have a question related to Oracle software, review the Oracle Software Technical Support Policies document. If your question is Oracle hardware and systems related and no product specific document exists, review the Oracle Hardware and Systems Technical Support Policies document.

Oracle Technical Support Policies

Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

Customer ScenariosWork through these use-cases to expand your knowledge of Technical Support Policies

Scenario 1Your company recently purchased Software Update License and Support for a number of Oracle products. You do not have access to the contract, and would like to understand what is included in your Software Support.

Find this information in the Technical Support Policies:

1. Open a browser window > go to http://www.oracle.com/us/support/policies/index.html 2. Locate and click on “Oracle Software Technical Support Policies”3. Search for Oracle Support levels, or search directly for Software Update License and

Support.4. Result: Here you will find a list detailing all of the included components.

Scenario 2You are a hardware Customer concerned that should you encounter a failure, an onsite engineer may not be dispatched in a timely manner. You would like a better understanding of what to expect when you feel onsite support is necessary and information on how this is determined by Oracle.

Find this information in the Technical Support Policies:

1. Open a browser window > go to http://www.oracle.com/us/support/policies/index.html 2. Click on the “Oracle Hardware and Systems Support Policies” option from the list 3. Search for the information that outlines the details of Onsite Response Time Targets for

Hardware Support.4. Result: This section of the document describes how the Hardware Onsite Dispatch

works, when the dispatch occurs and how to calculate the targeted response time.

Scenario 3You are an Oracle customer running Oracle E-Business Suite with an Oracle Database on Oracle Linux on a Sun Fire. You would like to understand the severity levels for all product areas.

Find this information in the Technical Support Policies:

1. Open a browser window > go to http://www.oracle.com/us/support/policies/index.html 2. First, check for any product specific policy documents. You will see that a specific policy

document exists for Oracle Linux.3. Select the ‘Oracle Linux and Oracle VM’ option from the list.4. Search the document for severity levels and review the detailed information.5. As there are no policy documents specific to Oracle Database or Oracle E-Business

Suite, select ‘Oracle Software Technical Support Policies’ from the top of the list.6. Search the document for severity levels and review the detailed information.7. As there is no policy document specific to the Sun Fire, select the ‘Oracle Hardware and

Systems Support Policies’ option from the list.8. Search the document for severity levels and review the detailed information.9. Result: There is a section in each of the Technical Support Policies documents that

outlines the detailed severity definitions. As a Best Practice, always search for and review policies for each product area.