Oracle Linux and Oracle VM Support Policies Statement of Changes · Oracle Linux and Oracle VM Support Policies Statement of Changes Page 4 of 13 April 20, 2018 Overview • In the

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





Oracle Linux and Oracle VM Support Levels – Oracle Linux and Oracle VM Extended Support





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

http://linux.oracle.com/hardware.html

https://linux.oracle.com/hardware-certifications

https://linux.oracle.com/hardware-certifications

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”


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.



are more than six years old.” at the end of the sentence.

Oracle Linux and Oracle VM Support Levels – Oracle VM Premier Support


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:

https://www.oracle.com/support/policies.html

https://www.oracle.com/legal/privacy/services-privacy-policy.html

https://www.oracle.com/corporate/contracts/cloud-services/contracts.html#data-processing

https://www.oracle.com/corporate/contracts/cloud-services/contracts.html#data-processing

http://www.oracle.com/support/policies.html

https://support.oracle.com/CSP/main/article?cmd=show&type=NOT&id=1227943.1

https://support.oracle.com/epmos/faces/DocumentDisplay?_afrLoop=298447614971970&id=1227943.1&_afrWindowMode=0&_adf.ctrl-state=wlbagb4cc_4

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.”


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”


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.”


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

http://www.oracle.com/documentation

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

http://www.oracle.com/us/support/library/elsp-coverage-2378740.pdf

http://www.oracle.com/us/support/library/elsp-coverage-2378740.pdf

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”


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


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).”

http://docs.oracle.com/en/




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”


Under the seventh bullet, removed “2”, after “Backport of fixes”


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”

http://linux.oracle.com/supported.html

http://linux/oracle.com/backport-schedule.html

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


Added an introductory paragraph

Additional Support Services Available for Purchase

New section added


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


In the first sentence of the second paragraph added replaced “GCS” with “global customer

support”

November 1, 2012


This section was re-written in its entirety

May 1, 2012


Added a new tenth bullet for Oracle Enterprise Manager Ops Center


Added a new eighth bullet for Oracle Enterprise Manager Ops Center


Added a new third bullet for Oracle Enterprise Manager Ops Center


Added a new seventh bullet for Oracle Enterprise Manager Ops Center


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


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


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




regarding bug fixes, (iii) updated hardware certification time frame from 4 to 6 years, (iv)

deleted Note 4 regarding Lifetime Support





Clarified time frame for backport of fixes


regarding bug fixes, (iii) updated hardware certification time frame from 4 to 6 years, (iv)

deleted Note 4 regarding Lifetime 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


Section updated in its entirety


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


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


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.



In Notes section:


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.



In Notes section:


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


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.

Documents

Oracle Linux and Oracle VM Support Policies Statement of Changes · Oracle Linux and Oracle VM Support Policies Statement of Changes Page 4 of 13 April 20, 2018 Overview • In the