oracle软件技术支持策略-OracleSoftwareTechnicalSupport.PDF

Oracle Software Technical Support Policies Effective Date: 05-May-2017 Table of Contents 1. Overview 2. Support Terms 3. Lifetime Support 4. Oracle Technical Support Levels 5. Additional Support Services Available for Purchase 6. Web-Based Customer Support Systems 7. Tools Used to Perform Technical Support Services 8. Global Customer Support Security Practices 9. Severity Definitions 10. Hyperion and Agile Specific Support Terms 11. Contact Information 1. Overview Unless otherwise stated, these Software Technical Support Policies apply to technical support for all Oracle software product lines. You and your refers to the individual or entity that has ordered technical support from Oracle or an Oracle- authorized distributor. To receive technical support as provided by Oracle Support Services (“OSS”) as described in these Oracle Software Technical Support Policies, all programs must be properly licensed. Technical support is provided for issues (including problems you create) that are demonstrable in the currently supported release(s) of an Oracle licensed program, running unaltered, and on a certified hardware, database and operating system configuration, as specified in your order or program documentation. Except as otherwise specified in this section, product release and supported platforms information for all Oracle programs, other than Phase Forward, Nimbula, and MICROS Systems programs (US Cruise only), is available through Oracle’s web-based customer support systems as described in the Web-Based Customer Support Systems section below. Product release and supported platforms information for Phase Forward and Nimbula programs will be provided to you in writing. References to the Technical Support Policies in former Oracle, or vendors acquired by Oracle, a