Report of Findings for Junta de Andalucía (JDA) Known Issue Report - Oracle Application Server Products Kaleeswari Vadivel ACS Delivery May 2018
Contents 1 Document Control ...... 3 2 Contacts Details ...... 4 3 Introduction ...... 5 3.1 Purpose ...... 5 3.2 Methods ...... 5 4 Life Cycle Information ...... 6 4.1 Life Cycle Information ...... 6 4.2 Releases Availability ...... 7 4.2.1 Links to download Oracle Application Server Products ...... 7 4.2.2 Supported Configurations for Oracle Application Server Products ...... 7 4.3 Oracle Application Server Documentation ...... 8 4.4 Patches released during last month ...... 9 4.5 Critical Patch Updates and Security Alerts ...... 10 4.5.1 Active Critical Patch Update ...... 10 4.6 Notes created/updated during last month ...... 12 4.7 Bugs fixed (updated) during this month ...... 14 4.8 Diagnostics ...... 17 4.9 References...... 19
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1 Document Control
Change Record
Date Author Version Change Details 20-May-2018 Kaleeswari Vadivel 1.0 Initial document created
Reviewers
Name Role José María Gómez Oracle, Service Delivery Manager
Agustín Calvo Oracle, Service Delivery Manager
Distribution
Name Role José María Gómez Oracle, Service Delivery Manager
Agustín Calvo Oracle, Service Delivery Manager
Junta de Andalucía (JDA) Customer
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2 Contacts Details
Customer Contacts
No Contact Contact Title Email 1 GASSC - Oracle Dirección JDA [email protected]
2 JDA Organismos JDA
3
4
Oracle Contacts
No Contact Contact Title Email 1 José María Gómez Oracle, Service Delivery [email protected] Manager
2 Agustin Calvo Oracle, Service Delivery [email protected] Manager
3 Kaleeswari Vadivel Advanced Support Engineer [email protected]
4
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3 Introduction
3.1 Purpose
The purpose of the Known Issues Report is to inform the customer about Oracle is to inform the customer’s contacts about Oracle notifications, alerts, releases and patches related to the interested Oracle Products and Operating systems.
This evaluation aims to check the current available systems and/or applications news to provide information on appropriate systems/applications roadmaps and to understand any key certification and support issues. The document is also intended to give early visibility of any support/desupport dates to assist with stability and strategic support planning.
3.2 Methods
The document is based on the information provided by the Service Delivery Manager on the Desired Operating System and Oracle Products to perform the Report.
The Service Delivery Manager provided the following requested information:
Oracle Application Server 10g Release 9.0.4 o Oracle Web Cache o Oracle HTTP Server o Oracle Discoverer o OracleAS Forms& Reports Services o Oracle Application Server Containers for J2EE Oracle Application Server 10g Release 10.1.2 o Oracle Web Cache o Oracle HTTP Server o Oracle Discoverer o OracleAS Forms& Reports Services o Oracle Application Server Containers for J2EE Oracle Application Server 10g Release 10.1.3 o Oracle HTTP Server o Oracle Application Server Containers for J2EE o OracleAS Web Cache o J2EE&Webserver for J2EE applications o Service Oriented Architecture (SOA) o Business Process Execution Language
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4 Life Cycle Information
4.1 Life Cycle Information
Release GA Date Premier Extended SUSTAINING Support Ends Support Ends Sustaining Support Ends 10g (9.0.4) Dec 2003 Dec 2006 Dec 2008 Dec 2009
10gR2 10.1.2.x * Jan - Oct 2005 Dec 2011 Not Available Indefinite
Oracle Containers for J2EE (OC4J) 10gR3 (10.1.3.x) *** Jan - Oct 2006 Jun 2014 Jun 2017 Indefinite
Oracle SOA Suite 10.1 3.x ** Nov 2006 Dec 2013 Dec 2014 Indefinite
See - Lifetime Support Policy: Oracle Applications Oracle Fusion Middleware
Includes the following: Containers for J2EE, HTTP Server, Web Cache, Wireless, MapViewer, Sensor Edge Server, BPEL Process Manager, InterConnect, Integration B2B, Adapters, Business Activity Monitoring, Forms, Reports, Discoverer, Portal, Portlet Factory, Personalization, Internet Directory, Single Sign-On, Certificate Authority, Directory Integration Provisioning, Delegated Administration Services, and Developer Suite (Designer, Forms Builder, Reports Builder & Discoverer Administrator).
** Includes: BPEL Process Manager, Business Rules, Enterprise Service Bus, Web Services Manager, and Business Activity Monitoring. Is certified to work with both Oracle Containers for J2EE and Oracle WebLogic Server. Please see Oracle Fusion Middleware 10gR3 (10.1.3.x) certification matrix for more details.
***Includes: Containers for J2EE, HTTP Server, Application Server Control, Process Manager and Notification Server and Dynamic Monitoring Service
For more-detailed information on bug fix and patch release policies, please refer to the “Error Correction Support Policy” document.
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4.2 Releases Availability
4.2.1 Links to download Oracle Application Server Products
Release Links
Oracle Application Server 10g Release 3 (10.1.3.x) Application Server 10g Release 3 (10.1.3.x) Downloads
Oracle customers are able to download their software from one of the following Oracle systems
Oracle’s E-Delivery portal (http://edelivery.oracle.com) Oracle Technology Network (OTN) (http://otn.oracle.com) My Oracle Support (http:support.us.oracle.com) SmartUpdate (enabled products only – Links to List)
4.2.2 Supported Configurations for Oracle Application Server Products
Release Links
Oracle Application Server 10g (9.0.4) Oracle Application Server 10g (9.0.4) Certification
Oracle Application Server 10g (10.1.2.0.2) Certification Oracle Application Server 10g Release 2 (10.1.2)
Oracle Application Server 10g Release 3 (10.1.3.x) Oracle Application Server 10g Release 3 (10.1.3x) Certification
Information regarding certification can be found on Note: 1076018.1 and on Oracle Fusion Middleware Supported System Configuration
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4.3 Oracle Application Server Documentation
Release Details
Oracle Application Server 10g (9.0.4) Oracle Application Server 10g (9.0.4) Documentation
Oracle Application Server 10g Release 2 (10.1.2) Oracle Application Server 10g Release 2 (10.1.2) Documentation
Oracle Application Server 10g Release 2 (10.1.2.0.2) Oracle Application Server 10g Release 2 (10.1.2.0.2) Documentation
Oracle Application Server 10g Release 3 (10.1.3) Oracle Application Server 10g Release 3 (10.1.3) Documentation
Oracle Application Server 10g Release 3 (10.1.3.1.0) Oracle Application Server 10g Release 3 (10.1.3.1.0) Documentation
Oracle Application Server 10g Release 3 Oracle Application Server 10g Release 3 Documentation
Oracle SOA Suite 10g Oracle SOA Suite 10g Documentation
Program documentation may be accessed online at http://www.oracle.com/technology/documentation.
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4.4 Patches released during last month
Product Patchset/ Description Release Platform Last Updated Bug Oracle Application - - - - - Server (OAS)
Oracle Fusion - - - - - Middleware (oasp_pf)
Web Cache - - - - - (webcach)
Oracle HTTP - - - - - Server(OHS) and mods (httpsrv)
Containers for J2EE - - - - - (OC4J)
Oracle Discoverer - - - - - (discv_pf)
Oracle Forms 27491934 APPS6: TO_DATE() EXECUTION TAKES 10.1.2.3.2 Linux x86 29-MAY-2018 TIME WITH INVALID FM
Oracle Reports - - - - -
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4.5 Critical Patch Updates and Security Alerts
4.5.1 Active Critical Patch Update
Starting with the year 2005, Critical Patch Updates are the primary means of releasing security fixes for Oracle products. They are released on the Tuesday closest to the 17th day of January, April, July and October.
General information about the CPU can be found on the Critical Patch Updates Website. Also, for more information please check the Whitepaper: Critical Patch Update Implementation Best Practices.
Critical Patch Update Description Latest Version/Date Critical Patch Update - April 2018 Critical Patch Update - April 2018 Rev 2, 23 April 2018
Critical Patch Update - January 2018 Critical Patch Update - January 2018 Rev 6, 12 Feb 2018
Critical Patch Update - October 2017 Critical Patch Update - October 2017 Rev 10, 15 Feb 2018
Critical Patch Update - July 2017 Critical Patch Update - July 2017 Rev 5, 29 Jan 2018
Starting with the October 2013 Critical Patch Update, security fixes for Java SE and JRockit are released under the normal Critical Patch Update schedule.
For earlier versions of Critical Patch Updates and Oracle Java SE Critical Patch Updates please refer to Critical Patch Updates and Security Alerts page.
Oracle Critical Patch Update - April 2018 – Useful Notes
Critical Patch Update April 2018 Oracle Fusion Middleware Known Issues - Doc ID 2358406.1
Oracle Critical Patch Update April 2018 Documentation Map - Doc ID 2349371.1
Critical Patch Update (CPU) Program April 2018 Patch Availability Document - Doc ID 2353306.1
Oracle Critical Patch Update - January 2018 – Useful Notes
Critical Patch Update January 2018 Oracle Fusion Middleware Known Issues - Doc ID 2325483.1
Oracle Critical Patch Update January 2018 Documentation Map - Doc ID 2318499.1
Critical Patch Update (CPU) Program January 2018 Patch Availability Document - Doc ID 2325393.1
Oracle Critical Patch Update - October 2017 – Useful Notes
Critical Patch Update October 2017 Oracle Fusion Middleware Known Issues - NOTE 2297774.1
Oracle Critical Patch Update October 2017 Documentation Map – NOTE 2287795.1
Patch Set Update and Critical Patch Update October 2017 Availability Document – NOTE 2296870.1
Oracle Critical Patch Update July 2017 – Useful Notes
Critical Patch Update July 2017 Oracle Fusion Middleware Known Issues - Note 2264624.1
Oracle Critical Patch Update July 2017 Documentation Map – Note 2266249.1
Patch Set Update and Critical Patch Update July 2017 Availability Document – Note 2261562.1
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The next four Critical Patch Update release dates are:
17 July 2018 16 October 2018 15 January 2019 16 April 2019
A pre-release announcement will be published on the Thursday preceding each Critical Patch Update release.
Other useful links
Oracle Critical Patch Updates and Security Alerts - Frequently Asked Questions - CPU FAQ Risk Matrix definitions - Risk Matrix Definitions Use of Common Vulnerability Scoring System (CVSS) by Oracle - Oracle CVSS Scoring
Information regarding Oracle Security Alerts (included or not in the CPUs) can found on Map of Public Vulnerability to Advisory/Alert
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4.6 Notes created/updated during last month
WEB CACHE
Note Abstract Type Last Update How to Generate a Wallet Containing a Self Signed Certificate Using ORAPKI in 560982.1 Oracle Application Server and Fusion Middleware HOWTO 24-Apr-18
Web Cache event_log contains error "Capacity, as set by Web Cache, is exceeded 747817.1 for all origin servers" PROBLEM 01-May-18
263943.1 Client IP Address Does Not Pass To Mod_Access Through Web Cache PROBLEM 04-May-18
ORACLE HTTP SERVER
Note Abstract Type Last Update MOD_OC4J Produces error "Failed to find a failover oc4j process for session request 850871.1 for destination:
263943.1 Client IP Address Does Not Pass To Mod_Access Through Web Cache PROBLEM 04-May-18
Getting "PKI-04006: No matching private key in the wallet" When Importing a 1458847 Certificate to an Oracle Wallet PROBLEM 16-Apr-18
OHS Fails to Start During Installation of 10.1.3.1 on RHEL 5 - libdb.so.2: cannot open 2093856 shared object file PROBLEM 15-Apr-18
ORACLE CONTAINERS FOR J2EE
Note Abstract Type Last Update 1516951 Are Servlets Thread-Safe ? HOWTO 15-Apr-18
How to Force Strong Cipher Suite For ORMIS Port In Oracle AS 10.1.3 1342163 Environments HOWTO 07-May-18
1498208 How To Pass Session Variables Between JSP Pages Correctly HOWTO 11-May-18
735874.1 Simple test for an application SSL Certificate and Handshake Failure Errors HOWTO 03-May-18
MOD_OC4J Produces error "Failed to find a failover oc4j process for session request 850871.1 for destination:
ORACLE DISCOVERER
Note Abstract Type Last Update 360566.1 Why Workbooks Of Deleted / Inactive Users Being Auto-Deleted HOWTO 01-May-18
Getting "invalid username/password" When Running adupdeul.sh on Discoverer 463268.1 Server 10.1.2 PROBLEM 03-May-18
Discoverer Plus 10.1.2.3 Excel Export On Wide Worksheet With 40 Columns Takes 1293559 More Than One Hour To Export PROBLEM 25-Apr-18
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ORACLE FORMS
Note Abstract Type Last Update WEBUTIL_HOST.HOST (or CLIENT_HOST) Stops Working when Using JRE 8+ or 1547133 JRE 7U21+ or JRE 6U45+ With Either No Errors or WUC-15 PROBLEM 23-Apr-18
436342.1 RDBPROD: Forms 10g R2 Does Not Work With Oracle Rdb PROBLEM 03-May-18
Form Hangs When Acknowledging Security Warning - The application's digital 1328039 signature cannot be verified PROBLEM 23-Apr-18
2390023 Selecting LENGTHB of an NVARCHAR2 does not return the byte length PROBLEM 24-Apr-18
780811.1 FRM-92101 after upgrading to 10.1.2.3 PROBLEM 23-Apr-18
360819.1 Cannot Compile Forms Module On Unix FRM-91500 PROBLEM 09-May-18
433023.1 Troubleshooting: FRM-92090 When Opening any Form PROBLEM 01-May-18
785144.1 Starting Forms Fails With FRM-92101 Error PROBLEM 20-Apr-18
340129.1 FRM-92100 or FRM-92102 When Logging Into Forms Application. PROBLEM 06-May-18
ORACLE REPORTS DEVELOPER
Note Abstract Type Last Update REP-50600 or REP-51002: Bind To Reports Server Failed and Exception 50125: 577958.1 "Network is unreachable" With Multicast PROBLEM 26-Apr-18
429252.1 Forms With Dblink Fails With ORA-01041 ORA-03113 PROBLEM 15-Apr-18
221400.1 REP-52005: The specified key "key_name" does not exist in key map file PROBLEM 22-May-18
ORACLE BPEL PROCESS MANAGER
Note Abstract Type Last Update "SOAPException Premature EOF encountered" when Calling Web Service from 1153704 BPEL PROBLEM 03-May-18
2390823 Undeployment of BPEL 10g throws BPEL-35006 in cluster env. PROBLEM 10-May-18
startNodemanager.sh: BAD_CERTIFICATE Alert Was Received From 825913.1 localhost.localdomain - 127.0.0.1 PROBLEM 15-May-18
822468.1 ORABPEL-10528 When Authenticating Worklist Users Against Active Directory PROBLEM 22-May-18
ORABPEL-30036 When Updating a Human Task Through the Workflow API with 816647.1 Superuser Privileges PROBLEM 03-May-18
ORABPEL-04077: "Cannot fetch a datasource connection" - Seen Periodically from 827920.1 BPEL Processes Running on WebLogic PROBLEM 01-May-18
'Do not generate empty nodes' Option Does Not Work For Optional Elements Of 834245.1 Type Long Or Int PROBLEM 17-May-18
808085.1 Oracle Bpel Domain Initialization Failed Error After Rollback of 10.1.3.4 MLR#5 PROBLEM 17-May-18
Error 'Failed to create "ejb/collaxa/system/DeliveryBean" bean' With Quartz 781865.1 Scheduler PROBLEM 17-May-18
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Note Abstract Type Last Update 754029.1 FTP Adapter Unable to Establish a Session to SFTP Server on SUSE Linux PROBLEM 03-May-18
753086.1 Bpel Console Login Does Not Work With Multiple DNs In Ldap Search Base PROBLEM 17-May-18
744079.1 ORABPEL-05215 Error occurs when deploying BPEL with Embedded Java Code PROBLEM 03-May-18
559261.1 "Cannot deserialize DOM element" Error When Running a BPEL Process PROBLEM 03-May-18
467720.1 Error Code 550 Returned by FTP Server when using the FTP Adapter PROBLEM 16-Apr-18
421289.1 BPEL PM Causing Error Exceeding OPEN_CURSOR Limit On Database PROBLEM 17-May-18
376161.1 Unable To Create Message Type From Imported Xsd In Bpel Jdev PROBLEM 17-May-18
In BPEL - ESB Integration BPEL Process Stops Working Completely after 1325335 org.collaxa.thirdparty.apache.wsif.WSIFException: Cannot get part 'transaction' PROBLEM 11-May-18
2390109 ESB_DT & OC4J_SOA Not Initializing Correctly - Runtime Issues PROBLEM 23-Apr-18
2339093 [Fatal Error] :-1:-1: Premature end of file PROBLEM 07-May-18
Unable to Start SOA-Infra - weblogic.common.ResourceException: No good 1051733 connections available Error PROBLEM 16-Apr-18
1494568 SOA 10g: No Deployed Processes Appear in the BPEL Console PROBLEM 17-May-18
1058423 ORABPEL-05002 and "Instance not found in datasource" Error PROBLEM 14-May-18
JDeveloper: BPEL Process cannot process an SSL Certificate that sits in front of a WSDL: javax.net.ssl.SSLHandshakeException and 1163054 java.security.cert.CertPathBuilderException PROBLEM 16-Apr-18
1340195 'com.oracle.bpel.client.BPELFault' when Processing ora:parseEscapedXML PROBLEM 01-May-18
Observing Slowness in Loading soa-infra Page in Oracle EM Console 1391021 (FacadeFinderBean) PROBLEM 01-May-18
4.7 Bugs fixed (updated) during this month
BUGS FOR ORACLE WEB CACHE
(Product ID for Oracle Web Cache: 1059)
Available for Id Severity Component Found In Title Date Fixed Platform platforms No bugs for Oracle Web Cache
BUGS FOR ORACLE HTTP SERVER
(Product ID for Oracle HTTP Server: 1042)
Available for Id Severity Component Found In Title Date Fixed Platform platforms No bugs for Oracle HTTP Server
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BUGS FOR ORACLE CONTAINERS FOR J2EE
(Product ID for Oracle Containers for J2EE: 1270)
Available for Id Severity Component Found In Title Date Fixed Platform platforms 13404349 2 CONFIG 10.1.3.4 ANNOTATEDNOCLASSDEFFOUNDERROR: 21-Nov- Linux x86 Generic WEBSERVICE INVOCATION WITHIN J2EE 2011 APPLICATION
BUGS FOR ORACLE DISCOVERER
(Product ID for Oracle Discoverer: 964)
Available for Id Severity Component Found In Title Date Fixed Platform platforms No bugs for Oracle Discoverer
BUGS FOR ORACLE FORMS
(Product ID for Oracle Forms: 45)
Available Id Severity Component Found In Title Date Fixed Platform for platforms 12433970 2 FORMS 10.1.2.3 FORM HANGS RANDOMLY WHILE 13-May-11 Linux x86-64 Generic SHOWING INCREMENTAL ALERT
12956754 2 RUN 10.1.2.3.1 INTERMITTENT FRAME LABEL SHIFTS IF 03-Nov-2011 Linux x86 Generic CONTENT CANVAS HAS TAB CANVAS
BUGS FOR ORACLE REPORTS
(Product ID for Oracle Report Developer: 159)
Available Id Severity Component Found In Title Date Fixed Platform for platforms 8822562 1 USABILITY 10.1.2.3.0 FLUSH JUSTIFY IS NOT RIGHT 16-Jul-2014 Linux x86 Generic JUSTIFYING
10174371 2 RUNTIME 10.1.2 APPS1012:INTERMITTENT REP-57054 14-Jan-2011 Linux x86 Generic AFTER 8602992
BUGS FOR ORACLE BPEL PROCESS MANAGER
(Product ID for Oracle BPEL Process Manager: 1669)
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Available for Id Severity Component Found In Title Date Fixed Platform platforms No bugs for Oracle BPEL Process Manager
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4.8 Diagnostics
Remote Diagnostic Agent (RDA) is a command-line diagnostic tool that is executed by an engine written in the Perl programming language. RDA provides a unified package of support diagnostics tools and preventive solutions. The data captured provides Oracle Support with a comprehensive picture of the customer's environment, which aids in problem diagnosis. For further details see: o Note: 314422.1 - Remote Diagnostic Agent (RDA) - Getting Started. o Note: 330760.1 - Remote Diagnostic Agent (RDA) - Content Modules Man Page o Note: 1498376.1 - Resolve Problems Faster! Use Remote Diagnostic Agent ( RDA ) - Fusion Middleware and WebLogic Server
Monitoring tools for the Java Platform – there are some tools that can help you better monitor the Java Platform. For more information, you can check the following links: For the 5.0 version: Monitoring and Management for the JavaTM Platform For the 6.0 version: Monitoring and Management for the Java Platform For the 7.0 version: Monitoring and Management for the Java Platform For the 8.0 version: Monitoring and Management for the Java Platform Below we will present some of the most important tools to use while monitoring:
Oracle JRockit Mission Control Tools - The suite of tools included in Oracle JRockit Mission Control are designed to monitor, manage, profile, and gain insight into problems occurring in your Java application without requiring the performance overhead normally associated with these types of tools.
Useful links:
For the R26 and R27 versions of JRockit (JRockit Mission Control 3.1.0), follow the following links: Welcome to Oracle JRockit Oracle JRockit® Mission ControlTM Client Documentation Using Oracle JRockit Mission Control Tools Introduction to Oracle JRockit Mission Control Client Oracle JRockit Mission Control Client Use Cases Installing Oracle JRockit Mission Control
For the R28 version of JRockit (JRockit Mission Control 4.1), follow the following links: Oracle JRockit Documentation Oracle® JRockit Mission Control Introduction to Mission Control Client Release 4.1
Java VisualVM is a tool that provides a visual interface for viewing detailed information about Java applications while they are running on a Java Virtual Machine (JVM), and for troubleshooting and profiling these applications. Various optional tools, including Java VisualVM, are provided with Sun's distribution of the Java Development Kit (JDK) for retrieving different types of data about running JVM software instances. Java VisualVM is bundled with JDK since version 6 update 7 or greater. More information can be found: - Java VisualVM 6.0 - Java VisualVM 7.0 - Java VisualVM 8.0
One of the monitoring tools is the JConsole. JConsole graphical user interface is a monitoring tool that complies with the Java Management Extensions (JMX) specification. JConsole uses the extensive instrumentation of the Java Virtual Machine (Java VM) to provide information about the performance and resource consumption of applications running on the Java platform. For more information about JConsole, you can access the links: For the 5.0 version: Using JConsole For the 6.0 version: Using JConsole For the 7.0 version: Using JConsole
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For the 8.0 version: Using JConsole
Another monitoring tool is jstat - Java Virtual Machine Statistics Monitoring Tool. Jstat is a JVM Statistics Monitoring Tool that attaches to an instrumented HotSpot Java virtual machine and collects and logs performance statistics as specified by the command line options. More on Jstat for Java 5: Jstat More on Jstat for Java 6: Jstat More on Jstat for Java 7: Jstat More on Jstat for Java 8: Jstat
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4.9 References
Oracle Lifetime Support Policy
With Oracle Support, you know up front and with certainty how long your Oracle products are supported. The Lifetime Support Policy provides access to technical experts for as long as you license your Oracle products and consists of three support stages: Premier Support, Extended Support, and Sustaining Support. It delivers maximum value by providing you with rights to major product releases so you can take full advantage of technology and product enhancements. Your technology and your business keep moving forward together.
Premier Support provides a standard five-year support policy for Oracle Technology and Oracle Applications products. You can extend support for an additional three years with Extended Support for specific releases or receive indefinite technical support with Sustaining Support.
Oracle Lifetime Support Policies are:
- Simple - Predictable - Flexible
Premier Support
As an Oracle customer, you can expect the best with Premier Support, our award winning, and next generation support program. Premier Support provides you with maintenance and support of your Oracle Database, Oracle Fusion Middleware, and Oracle Applications for five years from their general availability date.
You benefit from:
Major product and technology releases Technical support Access to Knowledge Base Updates, fixes, security alerts, data fixes, and critical patch updates Tax, legal, and regulatory updates Upgrade scripts Certification with most new third-party products/versions Certification with most new Oracle products And many others
Extended Support
Your technology future is assured with Oracle’s Extended Support. Extended Support lets you stay competitive, with the freedom to upgrade on your timetable. If you take advantage of Extended Support, it provides you with an extra three years of support for specific Oracle releases for an additional fee.
You benefit from:
Major product and technology releases Technical support Updates, fixes, security alerts, data fixes, and critical patch updates Tax, legal, and regulatory updates Upgrade scripts Certification with most existing third-party products/versions Certification with most existing Oracle products Assistance with service requests 24 hours per day, 7 days per week
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Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log service requests online Non-technical customer service during normal business hours
Grace Period
Since November 2009 some changes on the Software Error Correction Support Policy were introduced, allowing more time for customers to update to the latest versions.
Grace period is the period of time following the release of a patch set where we create new fixes for both the new and previous patch set, allowing customer time to plan for and install the new patch set. Grace periods vary by product.
You have up to one year from the initial release of the patch set to install the new patch set, and can receive new bug fixes for the previous patch set during that time.
Formerly, Oracle required customers to install the last patch set to receive new patches during Extended Support. Now, the beginning of Extended Support no longer causes an end to patching for the previous patch set - the normal patching end date applies regardless of when Extended Support starts. This means that customers will always get up to a year and no less than 3 months from its release to install the last patch set.
Sustaining Support
Sustaining Support puts you in control of your upgrade strategy. When Premier Support expires, if you choose not to purchase Extended Support, or when Extended Support expires, Sustaining Support will be available for as long as you license your Oracle products. With Sustaining Support, you receive technical support, including access to our online support tools, knowledgebase’s, and technical support experts. You benefit from:
Major product and technology releases Technical support Access to My Oracle Support/PeopleSoft Customer Connection/BEA eSupport Portal/BID Portal Fixes, updates, and critical patch updates created during the Premier Support stage Upgrade scripts created during the Premier Support stage Tax, legal, and regulatory updates created during the Premier Support period (availability may vary by country and/or program) Assistance with service requests, on a commercially reasonable basis, 24 hours per day, 7 days a week Non-technical customer service during normal business hours
Sustaining Support does not include:
New updates, fixes, security alerts, data fixes, and critical patch updates New tax, legal, and regulatory updates New upgrade scripts Certification with new third-party products/versions Certification with new Oracle products 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity Level section below Previously released fixes or updates that Oracle no longer supports
For details on the level of technical support included in each of the stages above, please always refer to the “Oracle Software Technical Support Policies” available from the Oracle Technical Support Policies homepage.
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