Re: Sustaining support question

From: Lu Jiang <lu.jiang69_at_yahoo.com>
Date: Fri, 27 Jul 2012 12:52:43 -0700 (PDT)
Message-ID: <1343418763.81395.YahooMailNeo_at_web125205.mail.ne1.yahoo.com>

Sustaining support does not provide fix for any new bug and no more�new patches available.�For some product you�may get new cpu patches by paying extended support. �

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From: Michael Schmitt <mschmitt_at_uchicago.edu> To: "oracle-l_at_freelists.org" <oracle-l_at_freelists.org> Sent: Thursday, July 26, 2012 10:39 AM
Subject: Sustaining support question

Hi All,

I had a quick question concerning sustaining support.� I have read the lifetime support policy and such, but one of the items that I am not exactly clear on is the level of technical support you receive while on sustaining support.�

Can anyone provide a some clarification on what the impact of sustaining support is on technical support?� I pulled the following from the documentation

• Sustaining support includes assistance with service requests, on a commercially reasonable basis, 24 hours per day, 7 days a week
• Sustaining support does not include 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity Level section below

Do you still have the option to open Severity 1 service requests while on sustaining support?� What are the main differences from Premier support and Sustaining support in regards to technical support?� (I understand the bug fixes / CPU patch differences)

Thanks in advance

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Received on Fri Jul 27 2012 - 14:52:43 CDT