Oracle Technical Support Policies

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

renewals, descriptions of Oracles technical support levels, and other specic 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 denitions. 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 specic document when it exists. When no product specic 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 specic document exists, review the Oracle Hardware and Systems Technical Support Policies document.

Here you will nd the latest Support Terms and Support Level information for a variety of Oracle products. The policies outline in detail what is covered by a customers support contract and serve as the main reference for what is delivered by Oracle Support. The Policies include information on Oracles support terms, details around contracts and

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

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

Scenario 1
Your 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 nd a list detailing all of the included components.

Scenario 2
You 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 3
You 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 specic policy documents. You will see that a specic 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 specic 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 specic 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 denitions. As a Best Practice, always search for and review policies for each product area.
Copyright 2012, Oracle and/or its affiliates. All rights reserved.