Technical Support Policies

Transcription

1 Attachment A Technical Support Policies Effective Date: 18-JAN-2002 OVERVIEW These Technical Support Policies are limited to Oracle programs that are supported with Technical Support, as provided by Oracle Support Services (OSS) and described in the Technical Support Levels section below. Technical Support is provided for problems that are demonstrable in the current release(s) of an Oracle licensed program, running unaltered on an appropriate hardware and operating system configuration as specified in the program documentation. Current Oracle product release information is accessible via Oracle's webbed Customer support system, MetaLink. These Technical Support policies are subject to change at Oracle's discretion. This document addresses the following topics: Support Terms Oracle Technical Support Levels Severity Definitions Contact Information SUPPORT TERMS Technical Support Fees Technical support fees are due and payable annually in advance of a support period, unless otherwise stated in an ordering document or financing or payment contract with Oracle or an Oracle affiliate. Support Period Oracle technical support pricing reflects a 12 month support period (the "support period"). Reinstatement of Support In the event that Updates Subscription Service lapses or was never originally procured, a reinstatement fee shall be assessed upon the commencement of Updates Subscription Service. In order to reinstate Updates Subscription Service for licenses with metrics not currently available on the Oracle price list, customers must first migrate their program licenses to currently available license metrics. The reinstatement fee is equal to 150% of the list price of Updates Subscription Service on Oracle's price list in effect at the time Updates Subscription Service is ordered, prorated from the date the Updates Subscription Service is being ordered back to the date that the Updates Subscription Service lapsed (or the license order date if Updates Subscription Service was never purchased). Once the reinstatement fee has been assessed, technical support will be offered to the customer at Oracle's then current prices for support after reinstatement. In the event that Product Support was not acquired with program licenses, and provided that customer has continuously maintained Updates Subscription Service, Product Support may be purchased at Oracle's then current prices for Product Support. If Product Support lapses, and provided that customer has continuously maintained Updates Subscription Service, Product Support may be repurchased after six months from the termination or lapse date. 1 of 6 04/05/ :22 PM

2 License Set A license set consists of all licenses that a contracting entity owns of a program and all licenses of any programs which are technically dependent, e.g., Database and Options or Applications and Options. Matching Service Levels When acquiring technical support, all licenses supported in any given license set must be supported under the same technical support service level, e.g., Updates Subscription Service or Updates Subscription Service and Product Support. Customer may choose to leave all licenses of a particular program within a license set unsupported, but may not select varying levels of technical support for licenses within a license set and may not desupport a subset of licenses in a license set. Unsupported Programs Customers with unsupported programs do not receive updates, maintenance releases, patches, telephone assistance, or any other technical support services and may not purchase CD packs for the unsupported programs subsequent to the original CD pack purchase to obtain the licensed programs. Technical Contacts With the order of Product Support or Incident Support, Customer may designate one primary and one backup individual ("technical contact") per license set, to serve as liaisons with OSS. With each USD$250,000 in net support fees per license set, customer has the option to designate an additional two (2) primary and four (4) backup technical contacts. Customer's designated technical contacts are the sole liaison between the customer and OSS for technical support of programs. To avoid interruptions in support services, customer must notify OSS whenever its technical contact responsibilities are transferred to another individual. Program Updates "Update" means a subsequent release of the program which Oracle generally makes available for program licenses to its supported customers at no additional license fee, other than shipping charges, provided customer has ordered Updates Subscription Service for such licenses for the relevant time period. Update shall not include any release, option or future program which Oracle licenses separately. For any updates to the programs, Oracle shall ship to the specified customer location one update copy for each operating system for which customer's program licenses were ordered. Customer shall be responsible for copying and installing the updates. Termination All technical support services ordered for a support period are non cancelable and non-refundable. Payment Plan, Financing and Leasing Agreements Technical support fees due under payment plans, financing or leasing agreements between the customer and Oracle or an Oracle affiliate ("payment plan") are due and payable in accordance with the terms and conditions of such payment plan. The technical support related to the technical support fees included in a payment plan shall be considered ordered as of the date of the payment plan, unless otherwise specified in the payment plan. Fees for technical support that is ordered pursuant to a payment plan are non cancelable and irrevocable. 2 of 6 04/05/ :22 PM

3 Customer CPU Support Identification (CSI) Number, or Local Country Equivalent Customers shall receive a CPU support identification ("CSI") number when purchasing technical support. The CSI number assists Oracle's technical support representatives to identify the following customer information when a customer calls an Oracle support center or a TAR is logged through MetaLink: Company Name and Address Program Set and Version Technical Support Level and Duration Technical Contact Information License Set To locate your CSI number, check the following documents: The Welcome Letter inside the Support Welcome Pack following purchase of an Oracle Support Service The packing slip of the Support Welcome Pack Information Customers Need When Requesting Support Before OSS can begin work on any technical assistance request (TAR), information about the nature and location of the problem is required. Whenever a call is placed to an Oracle support center or a TAR is logged through MetaLink, the following information should be provided: The CSI number or PC registration number The area code and phone number listed under the CSI number FAX (phone) number including area code Operating system (including version) on which Oracle programs are installed The Oracle program component and version number that the TAR concerns The relevant program version(s) Any program error numbers associated with the TAR Detailed description of the problem Right to Desupport Oracle reserves the right to desupport it's programs. Customers will be notified in advance when a program is being desupported. 3 of 6 04/05/ :22 PM

4 ORACLE TECHNICAL SUPPORT LEVELS Updates Subscription Service Updates Subscription Service is the base level for all Oracle support services and consists of: Program updates Patches via MetaLink General maintenance releases Selected functionality releases Documentation updates Limited access to bug fix information and patches on MetaLink Product Support In order to acquire Product Support for a license set, customer must acquire Updates Subscription Service for that license set. Product Support consists of: Assistance with TARs 24 hours per day, 7 days a week Access to MetaLink - web based customer support system Ability to log TARs through MetaLink Non-technical customer service during normal business hours (e.g., assistance with support identifiers, assistance with logging into MetaLink) Incident Support Incident Support provides web based technical support and is available in packages of 10 TARs. It is available only for Oracle Database Standard Edition, Oracle Database Personal Edition, Oracle Database Lite. In order to acquire Incident Support for a license set, Customer must acquire the Updates Subscription Service for that license set. Incident support includes: Access to MetaLink Ability to log TARs through MetaLink Access to MetaLink expires at the same time the final TAR is resolved. MetaLink MetaLink is Oracle's customer support web site. Access to MetaLink is governed by the Terms of Use posted on the MetaLink web site which are subject to change. Access to MetaLink is limited to the customer's designated technical contacts. Access to MetaLink is included with Incident Support and Product Support. In addition, limited access to MetaLink is included with Updates Subscription Service for patches and bug fix information. 4 of 6 04/05/ :22 PM

5 The following Support options are no longer available (except as may be provided in an ordering document executed prior to December 16, 1999): OracleBRONZE Support Service OracleBRONZE Support consisted of Updates Subscription Service and: Limited telephone assistance Access to MetaLink Program updates Patches and fixes General maintenance releases Selected functionality releases Documentation updates Transfer rights (as specified in Oracle's then current transfer policies) Quarterly support newsletter Non-technical customer service during normal business hours Upon renewal, customers with OracleBRONZE support will be offered the choice of the Updates Subscription Service or Updates Subscription Service plus Product Support. OracleSILVER Support Service OracleSILVER Technical Support consisted of all Updates Subscription Service and Product Support components. Upon renewal, customers with OracleSILVER will be offered the Updates Subscription Service and Product Support. OracleGOLD Support Service OracleGOLD Technical Support consisted of all Updates Subscription Service and Product Support components, plus: Priority call routing & resolution Operations Readiness Assessment (ORA) Support Account Management (SAM) Regular review meetings Stability maintenance & software migration planning, which consists of: Patch planning Version/release planning Alerts (technical advice relevant to the customer's hardware and software environment) Reactive process management (monitor the status and progress of OracleGOLD TARs) Technical support plan Customers who wish to continue these support components should contact their local Oracle support sales representative. 5 of 6 04/05/ :22 PM

6 SEVERITY DEFINITIONS TARs are defined as individual problems referred by customers to OSS. OSS support center analysts categorize TARs identified by customers as follows: Severity 1 The problem causes complete loss of service. Work cannot reasonably continue, the operation is mission critical to the business and the situation is an emergency. A Severity 1 problem has one or more of the following characteristics: Data corrupted A critical function is not available System hangs indefinitely, causing unacceptable or indefinite delays for resources or response System crashes, and crashes repeatedly after restart attempts 24 Hour Commitment to Severity 1 TARs: OSS will work 24x7 until the issue is resolved or as long as useful progress can be made. Customer must provide OSS with a contact during this 24x7 period, either on site or by pager, to assist with data gathering, testing, and applying fixes. Customers are requested to propose this classification with great care, so that valid severity 1 situations obtain the necessary resource allocation from Oracle. Severity 2 The problem causes a severe loss of service. No acceptable workaround is available; however, operation can continue in a restricted fashion. Severity 3 The problem causes minor loss of service. The impact is an inconvenience, which may require a workaround to restore functionality. Severity 4 The problem causes no loss of service. The result is a minor error, incorrect behavior, or a documentation error that does not impede the operation of a system. CONTACT INFORMATION Phone Numbers and Address Information Phone numbers by country can be found on the Oracle support website at Oracle Support Services (OSS) Oracle Boulevard Colorado Springs, CO U.S.A of 6 04/05/ :22 PM