Software Release and End-of-Life Support Lifecycle Policy For Oracle RightNow Cloud Services

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1 An Oracle Policy Document Last Update: January 1, 2014 Software Release and End-of-Life Support Lifecycle Policy For Oracle RightNow Cloud Services 1

2 Introduction Generally Oracle releases updated versions of the Oracle RightNow Cloud Service four (4) times per year. Each software release of the Oracle RightNow Cloud Service is subject to a standard lifecycle and end-of-life date. Specifics are outlined in this Software Release and End-of-Life Support Lifecycle Policy (the Policy ). This Policy supplements the Oracle Cloud Change Management Policy within the Oracle Cloud Enterprise Hosting and Delivery Policies document and is incorporated into any order for Oracle RightNow Cloud Services. In the event of any conflict between this Policy and the Oracle Cloud Enterprise Hosting and Delivery Policies, this Policy will govern. 2

Specifics are outlined in this Software Release and End-of-Life Support Lifecycle Policy (the Policy ).

3 Software Release Naming Convention The name of each Oracle RightNow Cloud Service release will include the month and year that Oracle makes the release generally available to commercial customers (e.g., "Oracle RightNow February 2012"). This naming convention provides a simple, straightforward way to identify releases within the periodic release schedule. The release end-of-life date can be identified by adding 24 months to the date incorporated into the release name. This naming convention replaces Oracle RightNow's prior naming convention which included a version number in the release name (e.g., "RightNow 8.2"). Oracle RightNow 8.2 was the last software release that included the version number in its name. Software Release and End-of-Life Support Lifecycle Policy Oracle will provide Cloud Services and related support for software releases for a period of 24 months following the date that Oracle makes the release generally available to commercial customers (the GA period ). At the end of this 24 month period, the release will be considered at its End of Life ( EOL ) (except as specified later in this Policy with respect to Japanese version releases). Due to potential adverse impacts to and risks associated with the performance, functionality, use and security of EOL versions of Oracle Cloud Services, Oracle strongly recommends that customers complete the upgrade to a current supported version of the Oracle RightNow Cloud Services prior to any EOL date. In the event of failure to complete the upgrade prior to the End of Life of that version, the following will apply: Notwithstanding anything to the contrary in the applicable contract and order, performance and delivery of the Oracle RightNow Cloud Services, an EOL release version is an as is and as available basis without any warranty of any kind. By its continued access to or use of the EOL release version, the customer assumes all risk associated with the use of such version (including but not limited to all risks outlined below). An EOL release version is not eligible for support, software patches, or service packs of any kind. The Program Documentation associated with Oracle RightNow Cloud Services may no longer accurately reflect the functionality and capabilities of an EOL version. At Oracle s sole discretion, Oracle may disable certain features of the Oracle RightNow Cloud Service or require that the customer upgrade to a more current release version of the service at any time. Such feature disablement or service upgrade may be required due to reasons such as data security, product stability and interoperability, and legal or regulatory requirements. Oracle may terminate or suspend the Oracle RightNow Cloud Service at its discretion if the customer fails to upgrade as described in this document. The 24-month release lifecycle applies to Oracle RightNow February 2008 and future versions. End-of- Life dates for recent Oracle RightNow releases are listed in the table below. 3

The release end-of-life date can be identified by adding 24 months to the date incorporated into the release name.

4 ORACLE RIGHTNOW VERSION GENERALLY AVAILABLE (GA) RELEASE? END OF LIFE DATE November 2013 Yes November 2015 August 2013 Yes August 2015 May 2013 Yes May 2015 February 2013 Yes February 2015 November 2012 Yes November 2014 August 2012 Yes August 2014 May 2012 Yes May 2014 February 2012 Yes February 2014 November 2011 No November 2013 August 2011 No August 2013 The EOL dates for Oracle RightNow Cloud Service release 7.5 and prior versions were based on scheduled phase-out periods and are no longer supported. RightNow CX November 07 Release 2 reached its End of Life date as of September 30, Benefits of Upgrading Customers who upgrade to the most recent Oracle RightNow Cloud Service software versions have consistent access to Oracle RightNow Cloud Service s most advanced product capabilities. By standardizing on a release lifecycle of 24 months, Oracle offers a predictable upgrade path to facilitate each customer's upgrade planning. While this approach requires customers to periodically upgrade, it still offers customers substantial flexibility and control over the timing of their upgrades. To plan for or discuss a future upgrades and to learn about Oracle RightNow professional service packages designed to facilitate upgrade implementations, please contact your account executive. Service Packs In addition, six (6) service pack iterations are typically released on a regular schedule following the general availability of each major product release. For information on the service pack release schedule, refer to Answer ID 5114: Universal Service Pack Schedule. 4

Yes May 2014 February 2012 Yes February 2014 November 2011 No November 2013 August 2011 No August 2013 The EOL dates for Oracle RightNow Cloud Service release 7.

5 Deprecation of Product Features Oracle may from time to time deprecate features as set forth in the Oracle Cloud Enterprise Hosting and Delivery Policies. For information about major feature deprecations, refer to Answer ID 5974: Oracle RightNow Deprecations. While Oracle will make reasonable efforts to communicate feature deprecations, Oracle reserves the right to deprecate, modify, or remove features from any future release without prior notice. Lifecycle of Japanese Releases Oracle will deliver every updated release of the Oracle RightNow Cloud Service in the Japanese language, but Program Documentation in the Japanese language will only be released twice per calendar year. The End of Life date of a Japanese release version of the Oracle RightNow Cloud Service is 24 months following the date that Oracle makes the Japanese version of the associated Program Documentation generally available to its commercial customers. All other terms of this Policy apply to Japan. Communications of Policy Updates Future updates to this Policy will be posted on 5

While Oracle will make reasonable efforts to communicate feature deprecations, Oracle reserves the right to deprecate, modify, or remove features from any future release without prior notice.

SERVICE LEVEL AGREEMENT

SERVICE LEVEL AGREEMENT Cloud Server This Service Level Agreement (this SLA ) governs the use of the Services under the terms of the Master Service Agreement (the MSA ) between Intermedia.Net, Inc. ( Intermedia