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Oracle Linux and Oracle VM Support Policies ~ Statement of Changes Effective Date: 11-December-2020
This section describes the changes made to the Oracle Linux and Oracle VM Support Policies dated
September 17, 2020 and reflected in the Oracle Linux and Oracle VM Support Policies dated December 11,
2020:
Oracle Linux and Oracle VM Support Levels – Oracle Linux Premier Support
In Note 1, inserted the following as the third sentence: “For CentOS installations, Oracle will only
support systems that are based on CentOS Linux, not CentOS Stream.”
In the fourth sentence of Note 1, inserted “and other updates” after “bug fix errata”.
In the fifth sentence of Note 1, insert “full system” after “any”.
Oracle Linux and Oracle VM Support Levels – Oracle Linux Basic Support
In Note 1, inserted the following as the third sentence: “For CentOS installations, Oracle will only
support systems that are based on CentOS Linux, not CentOS Stream.”
In the fourth sentence of Note 1, inserted “and other updates” after “bug fix errata”.
In the fifth sentence of Note 1, insert “full system” after “any”.
Oracle Linux and Oracle VM Support Levels – Oracle Linux and Oracle VM Extended Support
In Note 1, inserted the following as the third sentence: “For CentOS installations, Oracle will only
support systems that are based on CentOS Linux, not CentOS Stream.”
In the fourth sentence of Note 1, inserted “and other updates” after “bug fix errata”.
In the fifth sentence of Note 1, insert “full system” after “any”.
September 17, 2020
Overview
Replaced “http://linux.oracle.com/hardware.html” with “https://linux.oracle.com/hardware-
certifications” in the fourth paragraph
September 13, 2019
Oracle Linux and Oracle VM Support Levels – Oracle Linux and Oracle VM Sustaining Support
In the “Sustaining Support for Oracle Linux” subsection inserted, “and Oracle Linux Extended
Support period (if offered and only after the Oracle Linux Extended Support period ends)” at the
end of the first bullet point
In the “Sustaining Support for Oracle VM” subsection inserted, “and Oracle VM Extended Support
period (if offered and only after the Oracle VM Extended Support period ends)” at the end of the
first bullet point
July 31, 2019
Lifetime Support
In the first sentence of the third paragraph after, “Oracle Linux program releases 5, 6” replaced,
“and 7” with, “7, and 8”
In the third sentence of the third paragraph after, “Oracle Linux program releases 5, 6” replaced,
“and 7” with, “7, and 8”
Oracle Linux and Oracle VM Support Levels – Oracle Linux Premier Support
In the first sentence of Note 2 replaced, “for download” with, “that are”; replaced, “while the
supported system is” with, “while such supported systems are”
In the third sentence of Note 2, replaced, “(ii)” with, “(b)”
In the second sentence of Note 3, deleted, “such” and inserted, “for versions of Oracle Linux that
are more than six years old.” at the end of the sentence.
Oracle Linux and Oracle VM Support Levels – Oracle Linux Basic Support
In the second sentence of Note 2, deleted, “such” and inserted, “for versions of Oracle Linux that
are more than six years old.” at the end of the sentence.
Oracle Linux and Oracle VM Support Levels – Oracle VM Premier Support
In the second sentence of Note 2, deleted, “such” and inserted, “for versions of Oracle Linux that
are more than four years old.” at the end of the sentence.
Oracle Linux and Oracle VM Support Levels – Oracle Linux and Oracle VM Extended Support
In the first sentence of Note 2 replaced, “for download” with, “that are”; replaced, “while the
supported system is” with, “while such supported systems are”
In the third sentence of Note 2, replaced, “(ii)” with, “(b)”
June 26, 2019
Table of Contents
In section 8., replaced, “Security” with, “Data Protection”
Overview
Inserted the following as a new seventh paragraph, “If your contract provides for any onsite
technical support services, you must provide a safe and healthful workspace for all Oracle
resources performing technical support services at your site (e.g., a workspace that is free from
recognized hazards that are causing, or likely to cause, death or serious physical harm, a
workspace that has proper ventilation, legally acceptable oxygen concentration levels, sound
levels acceptable for resources performing technical support services in the workspace, and
ergonomically correct work stations, etc.).
Global Customer Support Data Protection Practices
In the title replaced, “Security” with, “Data Protection”
Replaced the first two sentences of the first paragraph that read, “Oracle is deeply committed
to the security of its technical support services. In providing standard technical support
services, Oracle will adhere to the Global Customer Support Security Practices, which are
available at https://www.oracle.com/support/policies.html.” with:
“To the extent you provide personal information to Oracle part of Oracle’s provision of
technical support services, Oracle will comply with the following:
Oracle’s Services Privacy Policy, available at
https://www.oracle.com/legal/privacy/services-privacy-policy.html; and
the applicable version of the Oracle Data Processing Agreement for Oracle Services,
available at https://www.oracle.com/corporate/contracts/cloud-
services/contracts.html#data-processing”
In the second paragraph, Inserted the following as the new first sentence, “In providing technical
support services, Oracle will also adhere to the applicable administrative, physical, technical and
other safeguards described in Oracle’s Global Customer Support Security Practices.”
In the second paragraph in the second sentence, inserted, “.” after “…at Oracle’s discretion” and
capitalized “However”; inserted, “services” after, “Global Customer Support Security Practices
during the”; replaced, “for which fees for” with, “of these” and replaced, “have been paid” with
“services”.
In the second paragraph, inserted a new fourth sentence, “You are advised to review these Global
Customer Support Security Practices from time to time.”
In the second paragraph, in the last sentence, deleted “attached”
In the third paragraph in the first sentence replaced, “global customer” with “the technical”;
deleted, “and systems”; and inserted “or privacy” after “security”.
In the third paragraph in the second sentence inserted, “sensitive data, such as protected” after,
“do not submit any”; and inserted “information or” before, “payment card”; delted, “or other
sensitive” after “payment card”; replaced, “that” with “which” after “data”; replaced, “protections”
with “security and privacy controls”; inserted, “or different from” after “greater than”.
In the third paragraph, in the last sentence, replaced, “to” with “you can” and replaced, “at:
https://support.oracle.com/CSP/main/article?cmd=show&type=NOT&id=1227943.1.” with, “,
Doc ID 1227943.1”
In the fourth paragraph in the first sentence, after, “Notwithstanding the restriction above, if you”
inserted, “would like to submit personal information subject to Applicable European Data
Protection Law (as such term is defined in the Oracle Data Processing Agreement for Oracle
Services) or protected health information (“PHI”)”; deleted, “and would like to submit protected
health information (PHI)”)” before, “to Oracle”; deleted, “then” before, “you must:”
At the beginning of the first bullet of the fourth paragraph, inserted, “For PHI, execute” and
inserted, “HIPPA” before “business associate” and inserted, “(as applicable)” after “agreement”
In the second bullet inserted, “personal information subject to Applicable European Data
Protection Law or” before “PHI”
In the third bullet of the fourth paragraph inserted, “any personal information subject to
Applicable European Data Protection Law or” before “PHI” and inserted, “(other than contact
information required for Oracle to respond to the service request);” at the end of the bullet
In the fourth bullet of the fourth paragraph, after, “may contain”, inserted, “personal information
subject to Applicable European Data Protection Law or”; and inserted, “in My Oracle Support)”
before “or PHI
Inserted the following as a new final paragraph in this section:
“Notwithstanding the restriction above, if you would like to submit personal information
subject to Applicable European Data Protection Law (as such term is defined in the Oracle
Data Processing Agreement for Oracle Services) or protected health information (“PHI”)
subject to the United States Health Insurance Portability and Accountability Act (“HIPAA”) to
Oracle as part of receiving technical support services, you must:
For PHI, execute a HIPAA business associate agreement (as applicable) with
Oracle that specifically references and covers your technical support services;
Submit personal information subject to Applicable European Data Protection Law
or PHI only in service request attachments on the My Oracle Support customer
portal;
Not include any personal information subject to Applicable European Data
Protection Law or PHI in the body of service requests (other than contact
information required for Oracle to respond to the service request);
When prompted in My Oracle Support, indicate that the service request
attachment may contain personal information subject to Applicable European
Data Protection Law (also may be designated as EEA Personal Data” in My Oracle
Support) or PHI.”
April 5, 2019
Lifetime Support
In the first paragraph, second bullet inserted, “and Oracle VM Extended Support” after, “Oracle
Linux Extended Support”
In the second paragraph, inserted, “Oracle VM Extended Support” in the first sentence after,
“Oracle Linux Extended Support”
In the fourth paragraph, inserted a new second sentence, “If offered, support for Oracle VM
programs may be extended for an additional three years with Oracle VM Extended Support. In
addition to the technical support fee for Oracle VM Premier Support, a fee for Oracle VM
Extended Support applies for each support period for which Oracle VM Extended Support is
purchased.”
Oracle Linux and Oracle VM Support Levels – Oracle VM Premier Support
In the fourth bullet, replaced, “3” with “2”
In the seventh bullet, replaced, “2” with “3”
In the notes section, moved Note 3 to Note 2 and Note 2 to Note 3
Oracle Linux and Oracle VM Extended Support
Changed the title of this section from, “Oracle Linux Extended Support” to, “Oracle Linux and
Oracle VM Extended Support”
In the first paragraph, in the first sentence inserted “and Oracle VM” in both instances of “Oracle
Linux” and inserted, “or Oracle VM Premier Support” after, “after Oracle Linux Premier Support”
In the first paragraph, in the second sentence inserted, “or Oracle VM” after “Oracle Linux”
In the first paragraph, deleted the last sentence
Inserted a new paragraph two that states, “Oracle Linux Extended Support – Oracle Linux
program releases eligible for Oracle Linux Extended Support will receive Oracle Linux Premier
Support limited to the following: “
Inserted the following at the end of the section:
“Oracle VM Extended Support – Oracle VM program releases eligible for Oracle VM Extended
Support will receive Oracle VM Premier Support limited to the following:
Assistance with service requests 24 hours per day, 7 days a week
Access to Oracle VM software patches and fixes for critical security errata and select
high-impact critical bug fixes
24x7 access to My Oracle Support (web-based customer support system), including
the ability to log service requests online
24x7 access to Oracle Unbreakable Linux Network
Oracle VM Extended Support does not include:
Hardware certification
Backport of fixes”
April 20, 2018
Overview
In the first paragraph, before the last sentence, inserted, “The program documentation also
includes a list of additional programs that are supported under each service level of Oracle
Linux Support or Oracle VM Support.”
Lifetime Support
In the first sentence of the second paragraph, replaced, “Technical” with, “Linux and Oracle VM”
Added, “and as specified in Section 1 above, in the program documentation.” to the end of the
first sentence in the second paragraph
In the fifth paragraph, deleted, “attached”
Oracle Linux and Oracle VM Support Levels – Oracle VM Premier Support
In the first note, deleted, “attached”
Web-Based Customer Support Systems – My Oracle Support
Added, “My Oracle Support is Oracle’s customer support web site for Oracle Linux and Oracle
VM support.” To the beginning of the first paragraph
In the second sentence, added a hyperlink to, “Oracle Support Portal Terms of Use” and deleted,
“which are subject to change”
Inserted, “The Oracle Support Portal Terms of Use are subject to change at Oracle’s discretion.”
as a new second sentence.
Deleted, “…and is included with Oracle Linux Premier Support, Oracle Linux Basic Support, and
Oracle VM Premier Support.” from the final sentence.
Tools Used to Perform Support Services
In the first paragraph, in the second sentence, deleted, “My” and added a hyperlink to, “Oracle
Support Portal Terms of Use”
January 27, 2017
Overview
At the end of the first paragraph, added “The program documentation is available at
www.oracle.com/documentation.”
Oracle Linux and Oracle VM Support Levels – Oracle VM Premier Support
At the end of the fifth bullet deleted, “and”
Deleted the seventh bullet point
Oracle Linux and Oracle VM Support Levels – Sustaining Support – Sustaining Support for Oracle
VM
Deleted the fourth bullet point
April 4, 2016
Lifetime Support
In the first paragraph, added a new second bullet for “Oracle Linux Extended Support”
In the second paragraph, added, “Oracle Linux Extended Support” after “Oracle VM Premier
Support”
In the third paragraph, added, “If offered, support for Oracle Linux program releases 5, 6, and 7
may be extended for an additional three years with Oracle Linux Extended Support. In addition
to the technical support fee for Oracle Linux Premier Support, a fee for Oracle Linux Extended
Support applies for each support period for which Oracle Linux Extended Support is
purchased.” as the second to last sentence.
Oracle Linux and VM Support Levels – Oracle Linux Premier Support
In Note 1, added, “Oracle Linux Premier Support also includes support for existing customer Red
Hat Enterprise Linux (RHEL) or CentOS installations. Support for RHEL and CentOS is limited to
the packages and versions provided on the Oracle Linux installation media and the topics
identified in the Scope of Coverage (PDF) document. All security and bug fix errata will be
Oracle Linux binaries. However, such binaries are fully compatible and will work without any
reinstallation or other coding changes.”
Oracle Linux and VM Support Levels – Oracle Linux Basic Support
In Note 1, added, “Oracle Linux Basic Support also includes support for existing customer Red
Hat Enterprise Linux (RHEL) or CentOS installations. Support for RHEL and CentOS is limited to
the packages and versions provided on the Oracle Linux installation media and the topics
identified in the Scope of Coverage (PDF) document. All security and bug fix errata will be
Oracle Linux binaries. However, such binaries are fully compatible and will work without any
reinstallation or other coding changes.”
Oracle Linux and VM Support Levels – Oracle Linux Extended Support
Added a new section for the Oracle Linux Extended Support offering
November 16, 2015
Additional Support Services Available for Purchase – Oracle Priority Support Advantage
New section added
July 15, 2015
Overview
At the end of the first paragraph added – “The Oracle Linux and Oracle VM support services
may also include the right to use certain additional software or tools during the support period
for which fees for the support services have been paid. The license terms for any such software
or tools, as well as any limitations associated with them, will be referenced in the program
documentation.”
Lifetime Support
In the first sentence of the third paragraph, added “and 7” after “5,6”
Oracle Linux and Oracle VM Support Levels – Oracle Linux Premier Support
Removed bullets eight, nine and ten specific to Oracle Management Pack for Linux, Oracle
Clusterware for Linux and Oracle Enterprise Manager Ops Center. Information on additional
software and tools included as part of the support services can be found in the program
documentation located at http://oracle.com/documentation
Oracle Linux and Oracle VM Support Levels – Oracle Linux Basic Support
Under Sustaining Support for Oracle Linux, removed bullets five, six and seven specific to
Oracle Management Pack for Linux, Oracle Clusterware for Linux and Oracle Enterprise
Manager Ops Center. Information on additional software and tools included as part of the
support services can be found in the program documentation located at
http://oracle.com/documentation
Oracle Linux and Oracle VM Support Levels – Oracle Linux Network Support
Removed the third bullet specific to Oracle Enterprise Manager Ops Center. Information on
additional software and tools included as part of the support services can be found in the
program documentation located at http://oracle.com/documentation
Oracle Linux and Oracle VM Support Levels – Sustaining Support
Removed bullets eight, nine and ten specific to Oracle Management Pack for Linux, Oracle
Clusterware for Linux and Oracle Enterprise Manager Ops Center. Information on additional
software and tools included as part of the support services can be found in the program
documentation located at http://oracle.com/documentation
January 30, 2015
Overview
Modified the first paragraph as follows:
o In the first sentence, replaced “supported” with “Oracle Linux and/ or Oracle VM”
before “programs” and added “Oracle Master Agreement”
o Changed the second sentence from “Use of all patches, bug fixes, and other code
received from Oracle as part of the support services is governed by the following terms
of the agreement that you accepted upon downloading and/or installing the Oracle
Linux and/or Oracle VM program(s): (i) the terms in Section A – Terms for Oracle Linux;
(ii) the terms in Section B – Terms for Oracle VM-Server; and (iii) the terms in Section C
– Terms for Oracle VM-Manager” to ““All patches, bug fixes, and other code received
from Oracle as part of the support services shall be provided under the terms of the
appropriate license agreement that you accepted upon downloading and/ or installing
the Oracle Linux and/ or Oracle VM programs(s).”
October 13, 2014
Overview
At the end of the fourth paragraph, removed the last sentence – “Supported release information
for the Oracle Linux and Oracle VM programs is available on
http://linux.oracle.com/supported.html”
Oracle Linux and Oracle VM Support Levels – Oracle Linux Premier Support
Under the seventh bullet, removed “2”, after “Backport of fixes”
Oracle Linux and Oracle VM Support Levels – Oracle VM Premier Support
Under the sixth bullet, (i) removed “2”, after “Backport of fixes” and (ii) added “the Backport
Schedule is available at http://linux/oracle.com/backport-schedule.html”
Additional Support Services Available for Purchase
The offering name has been changed from “Priority Service for Oracle Linux or Oracle VM” to
“Oracle Priority Support for Oracle Linux or Oracle VM” and the service description has been
moved to Oracle.com
Global Customer Support Security Practices
At the end of the first paragraph, the URL to the Statement of Changes was updated
April 4, 2014
Table of Contents
New section added
Sections within the Oracle Linux and Oracle VM Support Policies have been numbered for ease
of reference
Overview
In the fifth paragraph, added reference to Oracle’s Global Customer Support Security Practices
Support Terms – Oracle Linux and Oracle VM Support Fees
In the first sentence, (i) replaced “ordering document” with “order”, (ii) replaced “financing or
payment contract” with “payment plan, financing or leasing agreement” and (iii) added
“(“payment plan”)
In the second sentence, added “payment or” before “commitment”
Added a new fourth sentence
Support Terms - Support Period
In the first and second sentences, changed “ordering document” to “order”
Changed the fourth sentence from “All support services ordered for a support period and the
related fees are non-cancelable and non-refundable” to “Once placed, your order for support
services is non-cancelable and the sums paid non-refundable, except as provided in the relevant
order”
Support Terms - Payment Plan, Financing, and Leasing Agreements
This section deleted (content incorporated into Oracle Linux and Oracle VM Support Fees section)
Support Terms - First and Second Line Support
In the first sentence of the second paragraph, replaced “of” with “for” before “the supported
programs”
In the second sentence of the second paragraph, removed capitalization of “section” after “Global
Customer Support Security Practices”
Lifetime Support
Content moved from the Support Terms section into a separate section
Oracle Linux and Oracle VM Support Levels – Sustaining Support
Added an introductory paragraph
Additional Support Services Available for Purchase
New section added
Tools Used to Perform Support Services
In the first sentence of the last paragraph, replaced “ordering document” with “order”
July 9, 2013
Oracle Linux and Oracle VM Support Levels – Priority Service for Oracle Linux or Oracle VM
Replaced “Advanced Support Delivery Manager and “ASDM” with “Technical Account Manager”
and “TAM” throughout this section
Global Customer Support Security Practices
In the first sentence of the second paragraph added replaced “GCS” with “global customer
support”
November 1, 2012
Oracle Linux and Oracle VM Support Levels – Priority Service for Oracle Linux or Oracle VM
This section was re-written in its entirety
May 1, 2012
Oracle Linux and Oracle VM Support Levels – Oracle Linux Premier Support
Added a new tenth bullet for Oracle Enterprise Manager Ops Center
Oracle Linux and Oracle VM Support Levels – Oracle Linux Basic Support
Added a new eighth bullet for Oracle Enterprise Manager Ops Center
Oracle Linux and Oracle VM Support Levels – Oracle Linux Network Support
Added a new third bullet for Oracle Enterprise Manager Ops Center
Oracle Linux and Oracle VM Support Levels – Oracle VM Premier Support
Added a new seventh bullet for Oracle Enterprise Manager Ops Center
Oracle Linux and Oracle VM Support Levels – Sustaining Support
Under Sustaining Support for Oracle Linux, added a new seventh bullet for Oracle Enterprise
Manager Ops Center
Under Sustaining Support for Oracle VM, added a new fourth bullet for Oracle Enterprise
Manager Ops Center
Contact Information
Modified hyperlink
April 12, 2012
Oracle Linux and Oracle VM Support Levels – Oracle VM Premier Support
In the February 15, 2012 update to the Oracle Linux and Oracle VM Support Policies, the
hardware certification time frame in Note 2 was changed in error. The hardware certification
time frame should be four (4) years and not six (6) years. This has been corrected in the April
12, 2012 update.
February 15, 2012
Overview
Added new fourth paragraph
Support Terms – Right to Desupport
Section moved
Support Terms – Lifetime Support
New section added
Oracle Linux and Oracle VM Support Levels – Oracle Linux Premier Support
Moved content to Lifetime Support section
Added content regarding security patches that may be applied while the system is operating
Clarified time frame for backport of fixes
Modified the Notes section- (i) deleted the first two sentences from Note 1, (ii) deleted Note 2
regarding bug fixes, (iii) updated hardware certification time frame from 4 to 6 years, (iv) added
content regarding security patches detailed above, (v) deleted Note 4 regarding Lifetime
Support
Oracle Linux and Oracle VM Support Levels – Oracle Linux Basic Support
Moved content to Lifetime Support section
Modified the Notes section- (i) deleted the first two sentences from Note 1, (ii) deleted Note 2
regarding bug fixes, (iii) updated hardware certification time frame from 4 to 6 years, (iv)
deleted Note 4 regarding Lifetime Support
Oracle Linux and Oracle VM Support Levels – Oracle Linux Network Support
Moved content to Lifetime Support section
Oracle Linux and Oracle VM Support Levels – Oracle VM Premier Support
Moved content to Lifetime Support section
Clarified time frame for backport of fixes
Modified the Notes section- (i) deleted the first two sentences from Note 1, (ii) deleted Note 2
regarding bug fixes, (iii) updated hardware certification time frame from 4 to 6 years, (iv)
deleted Note 4 regarding Lifetime Support
Oracle Linux and Oracle VM Support Levels – Sustaining Support
New section added
Severity Definitions
Replaced “pager” with “phone” in the Severity 1 section
December 20, 2011
Support Terms – Right to Desupport
Section modified in its entirety
First and Second Line Support
In the second paragraph, (i) language was added to the end of the second sentence regarding
sensitive data and (ii) the third sentence was deleted
Tools Used to Perform Support Services
Section updated in its entirety
Global Customer Support Security Practices
New section added
September 23, 2011
Overview
In the second paragraph added “Oracle” before “authorized distributor
In the fourth paragraph, updated the URL to Oracle’s privacy policy
In the sixth paragraph, revised for clarification
Support Terms – Service Levels
Moved the last paragraph to the Priority Services section
Oracle Linux and Oracle VM Support Levels – Priority Service for Oracle Linux or Oracle VM
Added two new paragraphs to the end of this section
Oracle Linux and Oracle VM Support Levels – Priority Service Desk for Oracle Linux or Oracle VM
Deleted this section as this service is no longer available for sale
Tools Used to Perform Support Services
Section renamed (formerly “Oracle Collaborative Support”)
New content added
Contact Information
Updated URL
September 20, 2010
General
Document name change from “Enterprise Linux and Oracle VM Support Policies” to “Oracle
Linux and Oracle VM Support Policies
References to “Enterprise Linux” changed to “Oracle Linux” throughout document
Oracle Linux and Oracle VM Support Levels ~ Oracle Linux Premier Support
Added right to use Oracle Clusterware for Oracle Unbreakable Linux
Oracle Linux and Oracle VM Support Levels ~ Oracle Linux Basic Support
Added right to use Oracle Clusterware for Oracle Unbreakable Linux
December 21, 2009
Overview
Removed the following paragraph – “Enterprise Linux and Oracle VM programs include
technical limitations such that 32 bit x86 platforms with greater than 32 cores or hyperthreads
and 64 bit x86 platforms with greater than 64 cores or hyperthreads are not eligible to receive
Enterprise Linux or Oracle VM support services.”
Support Terms ~ Enterprise Linux and Oracle VM Support Fees
Replaced “as designated by you” with “that you designate” in the third sentence.
Support Terms ~ Technical Contacts
Replaced “should” with “must” in the third and fourth sentences of the first paragraph.
Support Terms ~ First and Second Line Support
Replaced “such access is not provided by you when requested by Oracle” with “you do not
provide such access at Oracle’s request” in the third sentence of the second paragraph.
Replaced “the functions” with “as” in the third paragraph.
Enterprise Linux and Oracle VM Support Levels ~ Enterprise Linux Premier Support
Modified the availability of Enterprise Linux Premier Support from 5 years to 8 years; Sustaining
Support will now be available starting in year 9.
Replaced OracleMetaLink with My Oracle Support.
Removed references to Extended Support as it will no longer be offered.
In the Notes section:
o Note #1 - replaced “created by you” with “that you create” in the first sentence.
o Note #2 - added “of an Enterprise Linux program.”
o Note #3 - modified hardware certification from 3 years to 4 years.
o Note #4 – added “any” after “because” in the second sentence.
Enterprise Linux and Oracle VM Support Levels ~ Enterprise Linux Basic Support
Modified the availability of Enterprise Linux Basic Support from 5 years to 8 years.
Replaced OracleMetaLink with My Oracle Support.
Removed references to Extended Support as it will no longer be offered.
In Notes section:
o Note #1 - replaced “created by you” with “that you create” in the first sentence.
o Note #2 - added “of an Enterprise Linux program.”
o Note #3, modified hardware certification from 3 years to 4 years.
Enterprise Linux and Oracle VM Support Levels ~ Enterprise Linux Network Support
Modified the availability of Enterprise Linux Network Support from 5 years to 8 years.
Enterprise Linux and Oracle VM Support Levels ~ Oracle VM Premier Support
Modified the availability of Oracle VM Premier Support from 5 years to 8 years.
Replaced OracleMetaLink with My Oracle Support.
Removed references to Extended Support as it will no longer be offered.
In Notes section:
o Note #1 - replaced “created by you” with “that you create” in the first sentence.
o Note #2 - added “of an Oracle VM program.”
o Note #3 - modified hardware certification from 3 years to 4 years.
o Note #4 - added “any” after “because” in the second sentence.
Web-Based Customer Support Systems
Replaced OracleMetaLink with My Oracle Support.
Severity Definitions
Replaced OracleMetaLink with My Oracle Support
September 1, 2009
This section describes the changes made to the Enterprise Linux Support Policies dated April 3, 2009
and reflected in the Enterprise Linux and Oracle VM Support Policies dated September 1, 2009:
Overview
● Removed references to “Enterprise Linux and Oracle VM” and “Enterprise Linux and/or Oracle
VM” and replaced with “services.” The change is to align with the “services” definition in the
Oracle Enterprise Linux and Oracle VM Services Agreement.
● Updated Oracle’s privacy policy link.
● Updated the second to the last paragraph regarding material reduction
Support Terms – Enterprise Linux and Oracle VM Support Fees
● Removed references to “Enterprise Linux and/or Oracle VM” before “support services.”
Support Terms – Support Period
● Removed reference to “Enterprise Linux and/or Oracle VM” before “support services.”
● Removed “unless your Enterprise Linux and/or Oracle VM support contract is renewed on or
before the service expiration date” from the end of the last sentence
Service Levels
● In the third paragraph, added reference to Priority Service Desk for Enterprise Linux or Oracle
VM.
Technical Contacts
● In the first paragraph, removed references to “Enterprise Linux and/or Oracle VM support.”
● Modified the second and third sentences of the first paragraph.
Payment Plan, Financing, and Leasing Agreements
● Removed references to “Enterprise Linux and/or Oracle VM support.”
Right to Desupport
● Combined and modified the first two sentences of this section.
First and Second Line Support
● Removed “It is the recommended standard that you” in the first paragraph and replaced with
“You are required to.”
● In the second paragraph, made the following changes:
o In the first sentence replaced “shall” with “may.”
o In the third sentence replaced “ensure” with “warrant” and removed “Enterprise Linux
and/or Oracle VM support.”
● Replaced “include but note be limited to ” with “consist of.”
Enterprise Linux and Oracle VM Support Levels ~ Enterprise Linux Basic Support
Modified the fifth bullet under the first paragraph – “Hardware certification” – to reference note
#3; added note #3 to the “Notes” section.
Enterprise Linux and Oracle VM Support Levels ~ Priority Service for Enterprise Linux or Oracle
VM
● Modified the fourth bullet under “Priority Service for Enterprise Linux or Oracle VM” to reflect
updated Oracle Support Delivery Manager description.
● Modified the last paragraph regarding substitution/replacement of an SDM.
Enterprise Linux and Oracle VM Support Levels ~ Priority Service for Enterprise Linux or Oracle
VM
● Added new section - “Priority Service Desk for Enterprise Linux or Oracle VM.”
April 3, 2009
This section describes the changes made to the Enterprise Linux Support Policies dated November 14,
2007 and reflected in the Enterprise Linux and Oracle VM Support Policies dated April 3, 2009:
Service Levels
Updated to include service level requirements for Priority Service for Enterprise Linux and
Oracle VM.
Enterprise Linux and Oracle VM Support Levels
Added Priority Service for Enterprise Linux and Oracle VM support level description.
November 14, 2007
This section describes the changes made to the Enterprise Linux Support Policies dated May 11, 2007
and reflected in the Enterprise Linux and Oracle VM Support Policies dated November 14, 2007:
Entire Document
Updated entire policy document, including the title, to include references to Oracle VM.
Technical Contacts
Updated section to include technical contact information previously included in the
“Maximizing Technical Support” section.
Enterprise Linux and Oracle VM Support Levels
Increased availability for Enterprise Linux Network Support from three (3) years from general
availability of a release to five (5 years).
Added “Oracle VM Premier Support” service description.
Maximizing Technical Support
Section removed. Information contained within this section has been re-located to other
sections within the policies.
May 11, 2007
This section describes the changes made to the Enterprise Linux Support Policies dated March 2, 2007
and reflected in the Enterprise Linux Support Policies dated May 11, 2007:
Enterprise Linux Support Levels
Removed limitation of Enterprise Linux Premier Support and Enterprise Linux Basic Support
from being available to existing customer installations only.
March 2, 2007
This section describes the changes made to the Enterprise Linux Support Policies dated February 1,
2007 and reflected in the Enterprise Linux Support Policies dated March 2, 2007:
Enterprise Linux Support Levels
Updated the Backport Schedule available under Enterprise Linux Premier Support.
Added the right to use Oracle Management Pack for Linux when purchasing Enterprise Linux
Premier Support or Enterprise Linux Basic Support.
February 1, 2007
This section describes the changes made to the Enterprise Linux Support Policies dated October 25,
2006 and reflected in the Enterprise Linux Support Policies dated February 1, 2007:
Matching Service Levels
Removed requirement for all Oracle supported systems to be supported with Premier Support if
acquiring Enterprise Linux Premier Support for any Oracle supported system.
October 25, 2006
Initial release of the Enterprise Linux Support Policies.
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