RE: Question regarding Oracle's stance of non-support for Non-Oracle Public Cloud

My experience is that they are always most interested in new apparent bugs wherever the bug occurs. Most especially if you hand them a simple to re-test degenerate case, which is usually a time saving exercise on your side if something is not already in an easy to find FAQ.  

Reasonably often in the construction of a simple case showing the bug, a problem with the query will be exposed, but if the buggy result persists you have a lot less to communicate with support.  

Since I don’t like unanesthetized root canals, exposing my own bug or just limiting the required amount to transmit to support to limit the time of the painful experience is useful in any case.  

And the support analyst should be pleased to see a simple case. That should get you a quicker test on their reference version and a quicker route to “ouch. that is a problem” or “We cannot reproduce that error.”  

Only in the case of “We cannot reproduce that error” should your substrate even be a question, presuming the version is in general release.  

Even then, if you’re in anything mainstream at all, it is in their interest to make the calls that will be forthcoming otherwise be preempted. Whether or not they are nice, they want to minimize their cost as well.  

That note may well apply if push comes to shove arguing about whose problem it is, and if they can prove your problem does not exist on a certified release you might need to investigate your actual legal documents as per Jeremiah. That seems unlikely to be a net profit situation for Oracle.  

The sum of what Kevlar, Jeremiah, and Mike wrote seem likely to me to be the expected situation and result.  

Now if this is an internal political debate about splitting hairs going with Oracle’s cloud versus another major cloud supplier, it’ll take an actuary to figure out how many dollars to deduct the tiny anticipated outcome of your reaching a legal battle where Oracle might insist it is not their problem AND the cloud vendor in question can’t actually fix it.  

Good luck,  

mwf  

From: oracle-l-bounce_at_freelists.org [mailto:oracle-l-bounce_at_freelists.org] On Behalf Of Chris Taylor Sent: Monday, January 23, 2023 4:10 PM
To: Kellyn Pot'Vin-Gorman
Cc: oracle-l_at_freelists.org
Subject: Re: Question regarding Oracle's stance of non-support for Non-Oracle Public Cloud  

Hmm, that note specifically says:  

Oracle has not certified any of its products on Non-Oracle Public Cloud Environments. Oracle Support will assist customers running Oracle products on Non-Oracle Public Cloud Environments in the following manner: Oracle will only provide support for issues that either are known to occur on an Oracle Certified Platform outside of a non-Oracle Cloud Environment (Oracle Certification Home <https://support.oracle.com/epmos/faces/CertifyHome> ), or can be demonstrated not to be as a result of running on a Non-Oracle Public Cloud Environment.

So if you're got a new bug (say in 21c or newest 19c), they could tell you to take a hike based on that if I'm reading that correctly? (Assuming they find out this is a cloud environment you're having an issue on.... )  

Chris  

On Mon, Jan 23, 2023 at 4:05 PM Kellyn Pot'Vin-Gorman <dbakevlar_at_gmail.com> wrote:

For me, it's not a big deal. Oracle has a lot to manage with their cloud customers and their on-premises one, so they are no longer certifying anything outside of their own clouds. We have support for Oracle databases in Azure and when a problem arises, you simply verify the problem is a database issues and then ask the customer to open up an SR. Ensuring that customers understand the difference between certified and supported is often the biggest hurdle, but it's not really a big deal. Oracle supports Oracle on Azure and that's the important thing. That they don't have the resources to certify it end to end running on Azure- heck, they probably wouldn't know where to start anyway.  

Thanks,             

Kellyn Gorman

DBAKevlar Blog <http://dbakevlar.com>

about.me/dbakevlar      

On Mon, Jan 23, 2023 at 12:43 PM Chris Taylor <christopherdtaylor1994_at_gmail.com> wrote:

For you guys running in clouds other than Oracle's public cloud, how do you get around this doc? I know you'd have to almost volunteer the information that its another vendor's cloud, but dmidecode will show that its a cloud environment so I'm curious.  

Has anyone run into issues related to this?    

Doc: Oracle Database Support for Non-Oracle Public Cloud Environments (Doc ID 2688277.1)

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