HomeMy WebLinkAboutIT16-315 - Original - DLT Solutions, LLC - Oracle Database Maintenance - 09/01/2016 1
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CONTRACT COVER SHEET
This is to be completed by the Contract Manager prior to submission
to City Clerks Office. All portions are to be completed.
If you have questions, please contact City Clerk's Office.
Vendor Name: DLT Solutions
Vendor Number: 128711
JD Edwards Number
Contract Number: IT0 P --`N6
This is assigned by City Clerk's Office
Project Name: 2016-2017 DLT Oracle DB Database Maintenance (]DE/Kiva)
Description: ❑ Interlocal Agreement ❑ Change Order ❑ Amendment ® Contract
❑ Other:
Contract Effective Date: 09/01/2016 Termination Date: 08/31/2017
i
Contract Renewal Notice (Days): 30
Number of days required notice for termination or renewal or amendment
Contract Manager: Curt Ryser Department: Information Technology
Contract Amount: $59 345 00
Approval Authority: (CIRCLE ONE) Department Director Mayor City Council
Detail: (i.e. address, location, parcel number, tax id, etc.):
As of: OB/27/14
F T Agenda Item: Consent Calendar - 7G
w.s �ro :
TO: City Council
DATE: ', July 19, 2016
SUBJECT: DLT Oracle - JDE Database and OneWorld ERP Maintenance Renewal
- Authorize
MOTION: Authorize the Mayor to sign the DLT Oracle DB Enterprise and
Oracle',JDE OneWorld Maintenance Renewal Agreements, in the amount not
to exceed $59,345.00 and $126,520.45, respectively, for existing Oracle
software and support, subject to final terms and conditions acceptable to
the Information Technology Director and City Attorney.
I
SUMMARY: As an ongoing set of associated maintenance line items approved by the
i
Council',in the 2015r2016 biennial budget, IT submitted original cost estimates of
$54,485.88 for Oracle DB Enterprise and $118,536.44 for Oracle JDE/OneWorld ERP
software and support.
Final revised vendor price quotations at the time of renewal have come in at
$59,345.00 for Oracle DB Enterprise and $126,520.45 for JDE/OneWorld; an increase
of $7,984,01 and $4,859.12, respectively. The IT Department has residual savings in
its maintenance renewal budget to cover these cost overruns and is seeking
Committee and Council approval to execute against these price quotes that are in
excess of the original adopted budget line item amounts.
EXHIBITS: 1) DLT Quote - Oracle DB
2) DLT Quote - Oracle JDE
3) Council Approved Maintenance List - Oracle DB
4) Council Approved Maintenance List - Oracle JDE
RECOMMENDED BY: Operations Committee
YEA: Thomas, Boyce, Ralph NAY:
BUDGET IMPACTS: Revised vendor price quotations of $7,984.01 and $4,859.12 will
be covered by residual cost savings from other maintenance renewals that have come
in lower than biennial budget approved projections.
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Quote: 4507668
Reference.: 1171678
Ai i „� i Date: 05/05/2016
Expires: 07/28/2016
To: Curt Ryser From: Courtney Osgood
Kent City of DLT Solutions, LLC
220 4th Ave South 2411 Dulles Corner Park
Suite 122 Suite 800
Kent, WA 98032 Herndon,VA 20171
Phone: (253)856-4642 Phone: (703)708-9654
Pax: Fax: (866)419-7926
Email CRyser@kentwa.gov Email: courtney.osgood@dit.com
H DLT Part No. _ Contract Oly_ Unif Price Ext. Price
1 98911797-R $2,502.88 $2,502.881
One Year�Software,Updateducensw&,Suppottfitenewahfor Oracle I`
;Database Standard Edition Named User Plus License
CJ t? t O Standard
jEdition-Named User Plus (1
'Perpetual
F�CSI: 15596037 City: 50 '? -
�....�. 9/1/2016 through '
PoP: 8/31/2017
2 9891-5709-R 1`0M - lif $6,206.42i' $6,206.423
One Year Software Update License&Support Renewal for Oracle i
Technology Foundation for JD Edwards EnterpriseOne Upgrade
j'Appllcation User License
JD:Edwards EnterpriseOne
.Technology Foundation-
Application User Perpetual
1 CSI: 15596037 City: 1
I i POP:9/1/2016through 8/3 112 0 1 7 `I i
3 9891-1807-R - OM. i:; 1 $23,867.39;1 $23,867.39
,One Year Software Update License&Support Renewal for Oracle
Database Enterprise Edition Processor License
OOracle Database Enterprise
Edition-Processor Perpetual ;-
CSI: 15596037 Qty: 1
u i !
�PoP:9/1/2016 through 8/31/2017
4 9891-1807-R $6,674.33i '$6,674.331
One Year Software,Update License&Support Renewal for Oracle 1` j
. Database Enterprise Edition Processor License 1, '
';Oracle Database Enterprise
Edition Processor Perpetual f"
CSI: 15596037,City: 1 ell
PoP:9/1/2016 through 8/31/2017
DLT CONFIDENTIAL Page 1 of 3
Quote: 4507668
D LTReference: 1171678
'ce boll Date: 05/05/2016
Expires: 0 712 8/2 0 1 6
# DLT Part No. Contract Qty Unit Price Ext. Price
5 9891 1807-R OM 1 jj $6,674.33`; $6,674 331
�
One Year Software Update License&Support Renewal for Oracle
,Database Enterprise Edition Processor License
f II,
Oracle Database Enterprise
,;Edition-Named User Plus i
,'Perpetual
i
'CSI: 15596037 Qty: 50
j ! i
iPoP: 91112016_through 8/31/2017
`6 9891-1795-R _ i 01v 1 ` $8,271.000 $8,271.001
One Year Software Update License&Support Renewal for Oracle �� I
Database Standard Edition One Named User Plus license
Oracle Database Standard
Edition Processor Perpetual
CSI: 15596037'.Qty:2
,�fLJ ct 'Te 9,1- 1 i
'.PoP:9/1/2016 through 8/31/2017
7 Taxes _ ,notes �' 1 $5,148.65„ $5148.65,
Applicable Sales Tax
'TAXES
Total:
Contract Number: OPEN MARKET
DUNS#: 78-646-8199
Federal ID M 54-1599882
CAGE Code: OS01-19
FOB: Destination
Terms: Net 30 (On Approved Credit)
DLT accepts VISA/MC/AMEX
DLT's standard Terms&Conditions apply
PLEASE REMIT ACH: DLT Solutions,LLC -OR- Mail: DLT Solutions,LLC
' PAYMENTTO_ Bank of America P.O.Box 743359
ABA#111000012 Atlanta,GA 30374-3359
Acct#4451063799
Customer orders subject to applicable sales tax in:CA,CO,CT, DC,FL,GA, HI, IL, IN, KS,KY, LA, MA, MD, MI, MO, MS, NC,
NM,NJ,NV, NY,OH, OK, PA, RI,SC,TN,TX,VA,WA,WI
The terms and conditions of the Manufacturer's standard commercial license and subscription agreement are made a part of
this quotation and shall govern purchaser's use of any Manufacturer product. Contact the DLT Sales Rep if further information
is required.
DLT CONFIDENTIAL Page 2 of 3I
i
r
Quote: 4507668
.' Reference: 1171678
Price of i Date: 05/05/2016
Expires: 07/28/2016
Documentation to be submitted to validate Invoice for payment:
a. Authorized Services shall be invoiced with a corresponding time report for the period of performance identifying names,
days,and hours worked.
b. Authorized reimbursable expenses shall be invoiced with a detailed expense report,documented by copies of supporting
receipts.
c. Authorized Education or Training shall be invoiced with a Report identifying date and name of class completed, and where
applicable the name of attendees.
i
DLT CONFIDENTIAL Page 3 of 3
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Oracle Software Technical Support Policies
Effective Date: 06-May-2016
Table of Contents
1. Overview
2. Supgort.'Terns
3. Lift±CimcL 5t�^ur
4. Oracle Technical Suu all Levels
5. Hdctltl nal F PSr$ServicesAvailable„forPwchase
6. Vtfpb h3 sed Customer oil Systems
7. To hr cz Supp I t Se; vied;
8. Practices
9. v>everfv Definitions
10. )ape r on.rand AC"Ita ape c fic Supgclt Tc rms_
11. Contact,Informatiar7_
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, 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, Nimbula programs will be provided to
you in writing. Effective August 10, 2015, product release and supported platforms information for MICROS
Systems programs supported by the MICROS United States and Canadian support teams(except US Cruise) will
be available in My Oracle Support.
References to the Technical Support Policies in former Oracle, or vendors acquired by Oracle, agreements may
vary (e.g. Software Support Services Terms and Conditions, Maintenance Services Policy, Standard Maintenance
Program, product support policy, Support Services policies, Support Maintenance Agreement, Maintenance and
Technical Support Agreement, Maintenance and Support Schedule 2.0, and Licensee Support Services Policy).
These Technical Support Policies are subject to change at Oracle's discretion; however Oracle policy changes will
not result in a material reduction in the level of the services provided for supported programs during the support
period (defined below)for which fees for technical support have been paid.
To view a comparison of these Oracle Software Technical Support Policies and the previous version of the Oracle
Software Technical Support Policies, please refer to the attached Staternen[rf Ghalcs tPDFI.
2. Support Terms
Oracle Software Technical Support Policies: 06-May--2016 Page 1 of 25
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Technical support fees are due and payable annually in advance of a support period, unless otherwise stated in
the relevant order or payment plan, financing or leasing agreement with Oracle or an Oracle affiliate ("payment
plan"). Your payment or commitment to pay is required to process your technical support order with Oracle (e.g.,
purchase order, actual payment, or other approved method of payment). An invoice will be issued only upon
receipt of your commitment to pay, and will be sent to a single billing address that you designate. Failure to
submit payment will result in the termination of technical support services. Technical support will be provided
pursuant to the terms of the order under which it is acquired; however, technical support fees due under a
payment plan are due and payable in accordance with the terms and conditions of such payment plan.
D P.;pporf, Period
Technical support is effective upon the effective date of your order unless stated otherwise in your order. If your
order was placed through the Oracle Store, the effective date is the date your order was accepted by Oracle.
Unless otherwise stated in the order, Oracle technical support terms, including pricing, reflect a 12 month support
period (the "support period"). Once placed, your order for technical support services is non-cancelable and the
sums paid non-refundable, except as provided in the relevant order. Oracle is not obligated to provide technical
support beyond the end of the support period.
Set
A license set consists of(i) all of your licenses of a program, including any options* (e.g., Database Enterprise
Edition and Enterprise Edition Options; Purchasing and Purchasing Options), Enterprise Manager* (e.g.,
Database Enterprise Edition and Diagnostics Pack), or self-service module* (e.g., Human Resources and Self-
Service Human Resources) licensed for such programs, (ii) all of your licenses of a program that share the same
source code**, or(iii)for Crystal Ball programs, the same licenses of a program contained on a single order, (iv)
for Java Embedded Binary programs, all of the distributed units of the program(s) embedded in each unique Java
Application Product pursuant to the Java Binary License and Redistribution Agreement("BLRA") between you
and Oracle, or(v) if you are distributing Java Restricted Use Binary programs or if you are distributing Java
Embedded Binary programs under the Oracle Java Platform Integrator program ("OJPI"), all of the end user's
licenses of the program(s) embedded or included in the Java Application Product pursuant to the BLRA.
Development and demonstration licenses available through the Oracle Partner Network or the Oracle Technology
Network are not included in the definition of a license set.
*As specified on Oracle's price list.
**Programs that share the same source code are:
• Database Enterprise Edition, Database Standard Edition, Database Standard Edition One,
Oracle Database Standard Edition 2 and Personal Edition
• Internet Application Server Enterprise Edition, Internet Application Server Standard Edition,
WebLogic Server Enterprise Edition, WebLogic Server Standard Edition, WebLogic Suite, and
Web Tier
• Oracle FLEXCUBE Core Banking programs
• Oracle FLEXCUBE Universal Banking for Retail programs
• Oracle FLEXCUBE Universal Banking for Corporate programs
• Oracle FLEXCUBE Lending & Leasing programs
• Oracle Daybreak programs
• Oracle Banking programs
If you are an Oracle partner and provide first line support to an end user(e.g., Embedded Software License
("ESL"), Application Specific Full Use ("ASFU"), or any other Oracle authorized provision of first line support), a
license set consists of all of the end user's licenses of the program(s) embedded or included in the Application
Package pursuant to the ESL Distribution Agreement, ASFU Distribution Agreement, or other distribution
agreement between you and Oracle. If the end user also has Full Use licenses supported directly by you, then
those Full Use licenses must also be supported at the same level as the ASFU or ESL licenses.
Oracle Software Technical Support Policies:06-May--2016 Page 2 of 25
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If Oracle is providing first line support for all of an end user's ASFU and Full Use licenses, then both the ASFU
and Full Use licenses must be supported at the same level. However, if Oracle is providing first line support for an
end user's Full Use licenses and you are providing first line support for the ASFU and/or ESL licenses, then the
licenses would not be considered part of the same license set.
When acquiring technical support, all licenses in any given license set must be supported under the same
technical support service level (e.g., Software Update License &Support, Oracle Communications Network
Premier Support or unsupported). If you add Extended Support, you still must maintain Software Update License
& Support for the entire license set; subject to availability, you must acquire Extended Support for all licenses of a
particular version release of a program if you acquire Extended Support for any license in such version release.
You may not support a subset of licenses within a license set; the license set must be reduced by terminating any
unsupported licenses. You will be required to document license terminations via a termination letter.
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If technical support lapses or was not originally purchased with a program license, a reinstatement fee will be
assessed. The reinstatement fee is computed as follows: a) if technical support lapsed, then the reinstatement
fee is 150% of the last annual technical support fee you paid for the relevant program; b) if you never acquired
technical support for the relevant programs, then the reinstatement fee is 150% of the net technical support fee
that would have been charged if support had been ordered originally for the relevant program per Oracle's
Support pricing policies in effect at the time of reinstatement. The reinstatement fee in (a) shall be prorated from
the date technical support is ordered back to the date technical support lapsed. The reinstatement fee in(b)shall
be prorated back to the original program license order date.
In addition to the reinstatement fee described above, you must pay the technical support fee for the support
period. This technical support fee is computed as follows: (i) if technical support lapsed, then the technical
support fee for a twelve month support period shall be the last annual technical support fee you paid for the
relevant program; (ii) if you never acquired technical support for the relevant program, then the annual technical
support fee shall be the fee that would have been charged if support had been ordered originally for the relevant
program per Oracle's Support pricing policies in effect at the time of reinstatement. Renewal adjustments may be
applied to the annual support fee described in (i) and (ii)above.
If you previously acquired technical support from an Oracle-authorized distributor and are now acquiring technical
support directly from Oracle, an uplift may be added to the reinstatement fee and your technical support fee. If
support is not reinstated for the entire license set or if support for a subset of licenses from an order is reinstated,
then the"License Set", "Matching Service Levels", and "Pricing following Reduction of Licenses or Support Level"
policies will apply.
pricing folirourving Reduction of Licenses or Stipport, Level
Pricing for support is based upon the level of support and the volume of licenses for which support is ordered. In
the event that a subset of licenses on a single order is terminated or if the level of support is reduced, support for
the remaining licenses on that license order will be priced at Oracle's list price for support in effect at the time of
termination or reduction minus the applicable standard discount. Such support price will not exceed the previous
support fees paid for both the remaining licenses and the licenses being terminated or unsupported, and will not
be reduced below the previous support fees paid for the licenses continuing to be supported. If the license order
from which licenses are being terminated established a price hold for additional licenses, support for all of the
licenses ordered pursuant to the price hold will be priced at Oracle's list price for support in effect at the time of
reduction minus the applicable standard discount.
C t,tstatn Applictafion Buildles
Technical support may not be discontinued for a single program module within a custom application bundle.
p, nslipp arced Progras s
Customers with unsupported programs are not entitled to download or receive updates, maintenance releases,
patches, telephone assistance, or any other technical support services for unsupported programs. CD packs or
Oracle Software Technical Support Policies:06-May--2016 Page 3 of 25 ,
programs purchased or downloaded for trial use, use with other supported programs, or purchased or
downloaded5 as replacement media may not be used to update any unsupported programs.
Your technical contacts are the sole liaisons between you and OSS for technical support services. Your technical
contacts must have, at a minimum, initial basic product training and, as needed, supplemental training appropriate
for specific role or implementation phase, specialized product usage, and/or migration. Your technical contacts
must be knowledgeable about the Oracle supported programs and your Oracle environment in order to help
resolve system issues and to assist Oracle in analyzing and resolving service requests. When submitting a
service request, your technical contact must have a baseline understanding of the problem you are encountering
and an ability to reproduce the problem in order to assist Oracle in diagnosing and triaging the problem. To avoid
interruptions in support services, you must notify OSS whenever technical contact responsibilities are transferred
to another individual.
You may designate one (1) primary and four(4) backup individuals ("technical contact") per license set, to serve
as liaisons with OSS. With each USD$250,000 in net support fees per license set, you have the option to
designate an additional two (2) primary and four(4) backup technical contacts. Your primary technical contact
shall be responsible for(i) overseeing your service request activity, and (ii) developing and deploying
troubleshooting processes within your organization. The backup technical contacts shall be responsible for
resolving user issues. You may be charged a fee to designate additional technical contacts.
Oracle may review service requests logged by your technical contacts, and may recommend specific training to
help avoid service requests that would be prevented by such training.
Prograsst Updates
Update means a subsequent release of the program which Oracle generally makes available for program licenses
to its supported customers at no additional license fee, other than shipping charges if applicable, provided you
have ordered a technical support offering that includes software updates for such licenses for the relevant time
period. Updates do not include any release, option or future program that Oracle licenses separately. Updates
are provided when available (as determined by Oracle) and may not include all versions previously available for a
program acquired by Oracle. Oracle is under no obligation to develop any future programs or functionality. Any
updates made available will be delivered to you, or made available to you for download. If delivered, you will
receive one update copy for each supported operating system for which your program licenses were ordered.
You shall be responsible for copying, downloading and installing the updates.
It may become necessary as a part of Oracle's product lifecycle to desupport certain program releases and,
therefore, Oracle reserves that right. However, program releases that are expressly identified within Oracle's
Lifetime Support policy will be governed by the terms of the Lifetime Support Policy. Desupport information is
subject to change.
First and Second LiFle Support
You are required to establish and maintain the organization and processes to provide"First Line Support"for the
supported programs directly to your users. First Line Support shall include but not be limited to (i) a direct
response to users with respect to inquiries concerning the performance, functionality or operation of the supported
programs, (ii) a direct response to users with respect to problems or issues with the supported programs, (iii) a
diagnosis of problems or issues of the supported programs, and (iv) a resolution of problems or issues of the
supported programs.
If after reasonable commercial efforts you are unable to diagnose or resolve problems or issues for the supported
programs, you may contact Oracle for"Second Line Support". You shall use commercially reasonable efforts to
provide Oracle with the necessary access (e.g., access to repository files, log files, or database extracts) required
to provide Second Line Support.
Oracle Software Technical Support Policies: 06-May--2016 Page 4 of 25
Second Line Support shall consist of(i) a diagnosis of problems or issues of the supported programs and (ii)
reasonable commercial efforts to resolve reported and verifiable errors in supported programs so that such
supported programs perform in all material respects as described in the associated documentation.
Oracle may review service requests logged by your technical contacts, and may recommend specific organization
and process changes to assist you with the above recommended standard practices.
Thh,d Party Vendor-Specific Sttppovt TTorms
You must remain on a supported environment—including applications and platforms—to receive technical
support. If a vendor retires support for its product, you may be required to upgrade to a current certified and
supported product, application, hardware platform, framework, database, and/or operating system configuration to
continue receiving technical support services from Oracle.
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Technical support for Development and/or Demonstration licenses is provided through your membership in the
Oracle PartnerNetwork. Before you may provide technical support for a program you have licensed to an end user
you must, in addition to the technical support you may receive for Development and/or Demonstration licenses,
acquire technical support for such program from Oracle and continuously maintain it for as long as you provide
support to the end user.
3. Lifetime Support
Lifetime Support consists of the following service levels:
• Premier Support (also referred to as, and will be documented on your order as, "Software Update License
&Support"or"Oracle Communications Network Software Premier Support")
• Extended Support (if offered)
• Sustaining Support
A description of the services available under Premier Support, Extended Support and Sustaining Support is
included in the Oracle Technical Support Levels section below.
When offered and except as noted below, Premier Support will be available for five years from the date a release
of the Oracle program becomes generally available. If offered, support may be extended for an additional three
years with Extended Support for specific releases. Except as noted below, in addition to the technical support
fee, an Extended Support fee applies for each support period for which Extended Support is purchased.
Alternatively, and if offered, support may be extended with Sustaining Support, which will be available for as long
as you maintain technical support for your Oracle program licenses.
For specific programs that are, or will be covered by the Lifetime Support Policy, service levels offered, and
timeframes refer to the following:
• For server technology programs view Lifetlmp.Sup. f'r I,cy Gv�r o fo 1 F t nclu gy
Products11 (PDF)
• For fusion middleware programs view"Lif€�timuo Poli y Doti+.i iqe f o r F,asi0n
M_ddev4'a_e" (PDF)
• For application programs view"!®etim Su LjG rafoAPL. lons" (PDF)
q
• For retail application programs view 'Lifetime SuLport Po€i c_v�ra e_foF Rota il Fp fIG ca5i nr "
(PDF)
• For Sun software and operating system products view"Lifetimesport Prlicy� overafr
Sun Software and tir aratlrl Sust�m r' duc(s" (PDF)
• For Oracle Linux program releases view"Lifctime_Supg t t olir-fit very { fur C3eacle Liilux ale
Oracl2} h0" (PDF)
Oracle Software Technical Support Policies:06-May--2016 Page 5 of 25
® For OFSS programs view ' If i3nF Sui, tjr, P icy C y ! 3uc yrar Urzcl� f_ lna :cial Services
50t +V%!_�Q" (PDF) ^
Exceptions - For customers with a current support contract running:
1. PeopleTools.The PeopleTools program, provided in conjunction with a PeopleSoft application program
release, will be supported for as long as such application program release is supported. Patches and
platform certifications for a PeopleTools minor release will be provided until 12 months after the next
minor release is made generally available or Oracle announces that no future releases will be made;
critical patch updates for a PeopleTools minor release may be provided for up to 24 months after the next
minor release is made generally available.
You must apply PeopleTools minor releases in order to continue to receive Premier or Extended Support,
if offered, for a PeopleSoft application program release. You may be required to apply PeopleTools minor
releases to remain current with versions of third party technologies and products as supported by the
provider of the third party product.
PeopleSoft application maintenance, which includes but is not limited to: images, patches, bundles, and
maintenance packs, may require an upgrade to a newer version of PeopleTools.
Oracle reserves the right to make changes to the third party products included in the PeopleTools
program release which includes but is not limited to: (i) requiring newer versions of the third party
products, (ii) changing the way in which third party products are packaged and distributed and (iii)
replacing or remediating one or more third party products.
2. Oracle Database 11gR2: The Extended Support fee has been waived for the period of February 2015 -
May 2017. During this period, you will receive Extended Support during these periods as described in the
Oracle Technical Support Levels section below.
3. Oracle Database 10gR2: Except as otherwise specified in the table below, Extended Support will be
made available at Oracle's then current Extended Support pricing from: August 2013—July 2015.
Extended Support for Oracle Database 10gR2 will be limited to Severity 1 fixes only; critical patch
updates will not be made available.
For customers running Oracle Database 10gR2 on:
Platform
Fujitsu BS2000 The Extended Support fee will be waived from August 2010 —
July 2014.
HP OpenVMS on The Extended Support fee will be waived from August 2010 —
Itanium July 2016. For the period of August 2016—July 2017,
Extended Support will continue to be available but will be at
then-current Extended Support fees. During this period,
Extended Support will be limited to Severity 1 fixes only;
critical patch up dates will not be made available.
IBM z/OS After July 2013. Extended Support will continue to be available
at Oracle's then-current Extended Support fees. Extended
Support will be limited to Severity 1 fixes only, critical patch
u dates will not be made available.
Linux Itanium and For the period of August 2013— December 2015, Extended
Windows Itanium Support will continue to be available but will be at then-current
Extended Support fees. During this period, Extended Support
will be limited to Severity 1 fixes only; critical patch updates
will not be made available.
i
Oracle Software Technical Support Policies:06-May-2016 Page 6 of 25
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4. HP-UX and Itanium-2 Processor: The following Extended Support exceptions apply to those customers
running the supported Oracle program releases on certified OS versions of the HP-UX on the Itanium-2
processor based platform:
Oracle.Program
Reiease' c r
Oracle Database Extended Support will be available, at Oracle's then-current
10gR2 Extended Support fees, through December 2015. For the
period of August 2013—December 2015, Extended Support
will be limited to Severity 1 fixes only; critical patch updates
will not be made available.
Oracle Database Extended Support will be available, at Oracle's then-current
11gR1 Extended Support fees, through December 2015. For the
period of September 2015—December 2015, Extended
Support will be limited to Severity 1 fixes only; critical patch
u dates will not be made available.
WebLogic Server Extended Support will be available, at Oracle's then-current
9.2 Extended Support fees, through December 2015. For the
period of December 2013 - December 2015, Extended
Support will be limited to Severity 1 fixes only; critical patch
u dates will not be made available.
Tuxedo 9.1 Extended Support will be available, at Oracle's then-current
Extended Support fees, through December 2015. For the
period of July 2014 - December 2015, Extended Support will
be limited to Severity 1 fixes only; critical patch updates will
not be made available.
5. Oracle e-Business Suite: The Extended Support fee has been waived for the Oracle program releases
and periods stated below.
racle^Pr,ogram Release � The"tended S4 ppott Fee will be
waived fro"m:
Oracle e-Business Suite 12.1 January 2017— December 2019
6. PeopleSoft Enterprise 9.0 and PeopleSoft Enterprise 9.1: The Extended Support fee will be waived for
the entire Extended Support period.
7. JD Edwards EnterpriseOne and JD Edwards World:
a. JD Edwards EnterpriseOne 9.0, JD Edwards EnterpriseOne 9.0 Update 2 (i.e., 9.0.2)and/or
JD Edwards EnterpriseOne 9.1 releases: The Extended Support fee will be waived for the
entire Extended Support Period. Please review the Lifetime Support policy for Extended Support
timeframes.
b. JD Edwards World A9.2, JD Edwards World A9.2.1, and/or JD Edwards World A9.3: The
Extended Support fee will be waived for the entire Extended Support period. Please review the
Lifetime Support policy for Extended Support timeframes.
8. Oracle Portal 11gR1 and Oracle Discoverer 11gR1 (Oracle Fusion Middleware): The Extended
Support fee will be waived from July 2014—June 2015.
9. Oracle Exadata Storage Server Software 11.2 (program releases 11.2.3.2.2 and above): The
Extended Support fee will be waived from October 2014—September 2015.
10. Java SE 6: The Extended Support fee will be waived from January 2016— December 2018.
Oracle Software Technical Support Policies:06-May--2016 Page 7 of 25
11. Oracle Database Standard Edition 2: Customers with a current support contract for Oracle Database
Standard Edition 2 will continue to receive technical support for previously licensed Oracle Database
Standard Edition or Oracle Database Standard Edition One program releases. License restrictions are as
specified in the license definitions and rules of the Oracle Database Standard Edition 2 order.
12, Oracle Enterprise Manager Cloud Control 12.1: The Extended Support fee will be waived from
November 2016—October 2017.
13. Governance, Risk and Compliance Programs: For Sustaining Support for the Governance, Risk and
Compliance program releases specified below, Oracle will continue to provide Severity 1 fixes through
May 2018.
PKo rain Pro r,10
.Release
Application Access Controls Governor 8.x
Configuration Controls Governor 6.x
Enterprise Governance, Risk, and Compliance 8.x
Manager
Enterprise Transaction Controls Governor 8.x
Fusion Governance, Risk, and Compliance 3.x
Intelligence
Preventive Controls Governor 7.x
14. InForm 4.6.6: For Sustaining Support for the InForm 4.6.5 program release. Oracle will continue to
provide Severity 1 fixes through October 2018.
4. Oracle Technical Support Levels j
,'„soffiveyre U.t:t afp 6 i en `:'aim & Support
Program releases in the Premier Support phase of Oracle's product support lifecycle will receive Software Update
License& Support. Software Update License& Support consists of:
• Program updates, fixes, security alerts and critical patch updates
• Tax, legal and regulatory updates (availability may vary by country and/or program)
• Upgrade scripts (availability may vary by program)
• Certification with most new third-party products/versions (availability may vary by program)
• Major product and technology releases, if and when made available at Oracle's discretion, which may
include general maintenance releases, selected functionality releases and documentation updates
• Assistance with service requests 24 hours per day, 7 days a week, except as otherwise stated in note 1
below for MICROS Systems
• Access to the customer support systems specified in the Web-Based Customer Support Systems section
below(24 x 7 web-based customer support systems), including the ability to log service requests online,
unless stated otherwise. Please refer to notes 1 and 2, below.
• Current licensees of MySQL Classic Edition Annual Subscription, MySQL Cluster Carrier Grade Edition
Annual Subscription, MySQL Enterprise Edition Annual Subscription or MySQL Standard Edition Annual
Subscription ("MySQL Subscription"), may receive Software Update License & Support(SULS) for
MySQL Community Edition,*except that SULS for MySQL Community Edition does not include Updates
of any kind. MySQL Community Edition may not contain all of the features and functionality of the
programs contained in the MySQL Subscription. (*Community Edition refers to MySQL licensed under
the GPL license.)
• For Oracle VM VirtualBox Enterprise, Software Update License & Support (SULS) is limited to the
platforms specified here. SULS is not available for Oracle VM VirtualBox Enterprise features noted as
experimental; such features are specified in the Oracle VM VirtualBox User Manual located nene_
• Access to Platinum Services as described at
zir 7 z 41r ,rd_ rG fe ,c mr`u ?s crtzlibla} f r t r > r t <:-s-17 ll ir. 1.652H(3 Ddz
Oracle Software Technical Support Policies:06-May--2016 Page 8 of 25
r
7
• Until July 1, 2016, remote program updates and patch installation assistance for DIVA programs during
normal business hours
• Non-technical customer service during normal business hours
Notes:
1. For MICROS Systems programs in JAPAC (Australia, Cambodia, China, Guam, Hong Kong, India,
Japan, Korea, Laos, Macau, Malaysia, Maldives, Myanmar, New Zealand, Philippines, Singapore,
Sri-Lanka, Taiwan, Thailand and Vietnam), the following apply: (i)assistance with service requests
will be provided during normal business hours and (ii) the ability to log service requests is as specified
in the following link 0rkt..p._tr+nwwva olacle_cvtr'u oleo;Kok_ telac ulsitiorn r,crosl por rind x_nt T�E,
2. For MICROS Systems programs in LAD (Argentina Brazil Chile Colombia, Mexico, Panama, Peru,
Puerto Rico and Uruguay) the ability to log service requests is as specified in the following link:
I"I[ �if't"J4Jl"JfetC�4 Ct)ifiilda/CtiF�.)UCilie/r:C kA"llf}nslr'l r+'Jsl Up3QDrt/fndeX_[,tM!,
Software Update License & Support for the'Audit Vault and Database Firewall program (formerly the Database
Firewall and Database Firewall Management Server programs) consists of:
• The Software Update License & Support described above
• 24x7 access to Oracle Unbreakable Linux Network
• Hardware Certification'
• Backport of fixes, using commercially reasonable efforts, for any Oracle Linux program released from
Oracle for a period of six (6) months from the date the next release of the Oracle Linux program becomes
generally available; the Backport Schedule is available at h tp;rf`liliux.cr cie.c ra,'t3ack rll schedule.html
Notes:
1. Hardware certification will be provided for the first six(6) years from the data a release of the Oracle
Linux program becomes generally available. After six(6)years, hardware certification may be
provided at Oracle's sole discretion; however Oracle is under no obligation to provide such hardware
certification.
Limited Software Update License & Support is available for the Phase Forward programs (i,e., Clinical
Development Center, Clintrial, Empirica(Gateway, Signal,Trace), InForm, and LabPas). The limited Software
Update License & Support consists of:
• Program updates, fixes, security alerts and critical patch updates
• Assistance with service requests during normal business hours
• Ability to log service requests as specified in the following link:
hrt ://wwU jy.oracIe,.CoriFlusisu Mr2/cant�aUrealtn-scien es ;Ice,se su 2 r"dindex.htwd
• Non-technical customer service during normal business hours
Exlende.t Support
Extended Support may be available for certain Oracle program releases after Premier Support expires. When
Extended Support is offered, it is generally available for three years following the expiration of Premier Support
and only for the terminal patchset release of a program. Unless otherwise stated in this section, supported
program releases eligible for Extended Support will receive Software Update License & Support limited to the
following:
• Program updates, fixes, security alerts, and critical patch updates
• Tax, legal and regulatory updates (availability may vary by country and/or program)
• Upgrade scripts (availability may vary by program)
• Major product and technology releases, if and when made available at Oracle's discretion, which may
include general maintenance releases, selected functionality releases and documentation updates
• Assistance with service requests 24 hours per day, 7 days per week, except as otherwise stated in note 1
below for MICROS Systems
• Access to the customer support systems specified in the Web-Based Customer Support Systems section
below (24 x 7 web-based customer support systems), including the ability to log service requests online,
unless stated otherwise. Please refer to notes 1 and 2, below.
Oracle Software Technical Support Policies:06-May--2016 Page 9 of 25
L
• Access to Platinum Services as described at
htr ,(l+nr, r_or� lecvrri+u_lst a /f€bidyrLl tl u -sarvlres-�alici s a662? M,pff
• Non-technical customer service during normal business hours
Notes:
1. For MICROS Systems programs in JAPAC (Australia, Cambodia, China, Guam, Hong Kong, India,
Japan, Korea, Laos, Macau, Malaysia, Maldives, Myanmar, New Zealand, Philippines, Singapore,
Sri-Lanka, Taiwan, Thailand and Vietnam), the following apply: (1) assistance with service requests
will be provided during normal business hours and (ii) the ability to log service requests is as specified
In the following link I7tto.Ih,�rrr l�eie. �rnfu ico 3or tei a+�f�in��stmroraslsr<� rrlirlce�x.ht2L",
2. For MICROS Systems programs in LAD (Argentina. Brazil Chile Colombia Mexico, Panama, Peru.
Puerto Rico and Uruguav) the ability to log service requests is as specified in the following link:
h tp;lh�uv w.oracle.cornh.lsicor cr t�fa__guisitionsIrnicros/stappo tindex.him3.
Extended Support does not include:
• Certification with new third party products/versions
Extended Support for Java SE-Java SE program releases eligible for Extended Support will receive Java SE
Support limited to the following:
• Bug fixes, security fixes and minor updates
• Upgrade tools
• Assistance with service requests 24 hours per day, 7 days a week
• 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
Extended Support for Oracle Linux- Extended Support is not available for the Oracle Linux programs.
suskainhig support
Sustaining Supportwill be available after Premier Support expires. As program releases under Sustaining
Support are no longer fully supported, information and skills regarding those releases may be limited. The
availability of hardware systems to run such program releases may also be limited. Unless otherwise stated in this
section, program releases eligible for Sustaining Support will receive Software Update License & Support limited
to the following:
• Program updates, fixes, security alerts, and critical patch updates created during Premier Support and
Extended Support (if offered and only after the Extended Support period ends)
• Tax, legal, and regulatory updates(availability may vary by country and/or program) created during
Premier Support and Extended Support(if offered and only after the Extended Support Period ends)
• Upgrade scripts (availability may vary by program)created during Premier Support and Extended Support
(if offered and only after the Extended Support Period ends)
• Major product and technology releases, if and when made available at Oracle's discretion, which may
include general maintenance releases, selected functionality releases, and documentation updates
• Assistance with service requests, on a commercially reasonable basis, 24 hours per day, 7 days a week,
except as otherwise stated in note 1 below for MICROS Systems
• Access to the customer support systems specified in the Web-Based Customer Support Systems section
below(24 x 7 web-based customer support systems), including the ability to log service requests online,
unless stated otherwise. Please refer to notes 1 and 2, below.
• Non-technical customer service during normal business hours
Notes:
1. For MICROS Systems programs in JAPAC (Australia, Cambodia, China, Guam, Hong Kong, India,
Japan, Korea, Laos, Macau, Malaysia, Maldives, Myanmar, New Zealand, Philippines, Singapore,
Sri-Lanka, Taiwan, Thailand and Vietnam), the following apply: (i)assistance with service requests
i
Oracle Software Technical Support Policies:06-May--2016 Page 10 of 25
'E
will be provided during normal business hours and (ii)the ability to log service requests is as specified
in the following link Ita� t`lw � ✓uiari ,c r i 1,n[� olaY�lac_al,�ti��3nairr�acrrs;r'su » uirax.h¢Fn(
2. For MICROS Systems programs in LAD (Argentina Brazil Chile Colombia Mexico Panama Peru
Puerto Rico and Uruguay) the ability to log service requests is as specified in the following link:
titt Unww racl =col,itus, c;r arat +lcti iticrrsirplcro t, iorCflrl ex. irnl.
Sustaining Support does not include:
• New program updates, fixes, security alerts, and critical patch updates
• New tax, legal, and regulatory updates
• New upgrade scripts
• Certification with new third party products/versions
• 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
Sustaining Support for Oracle Linux-Oracle Linux program releases eligible for Sustaining Support will receive
Software Update License & Support limited to the following:
• Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log
service requests online
• 24x7 access to Oracle Unbreakable Linux Network
• Access to patches, fixes, and security alerts created during the Premier Support period
Sustaining Support for the Oracle Linux programs does not include:
• Access to new patches, fixes, and security alerts
6 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity
Level section below
• Hardware certification
• Backport of fixes
Sustaining Support for Java SE-Java SE program releases eligible for Sustaining Support will receive Java SE
Support limited to the following:
• Minor updates and bug and security fixes created during Premier Support and Extended Support(if
offered and only after the Extended Support Period ends)
• Upgrade tools created during Premier Support and Extended Support (if offered and only after the
Extended Support Period ends)
• Assistance with service requests, on a commercially reasonable basis, 24 hours per day, 7 days per
week
• 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
Sustaining Support for the Java SE program releases does not include:
• New minor updates and bug and security fixes
• New upgrade tools
• 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
Sustaining Support for Nimbula—Nimbula program releases eligible for Sustaining Support will receive Software
Update License & Support limited to the following:
• Access to existing program updates and fixes only (i.e., new program updates and fixes will not be
provided)
• Assistance with service requests during normal business hours.
• Ability to log service requests via the following email: i i rr bu"a -Siang it tN',ttlt,ucxracfe.ccrr.
Oracle Software Technical Support Policies:06-May--2016 Page 11 of 25 �
`AJ _ ..
• Non-technical customer service during normal business hours
Sustaining Support for the Nimbula program releases does not include:
• Access to new program updates and fixes
• 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity
Level section below
ofl'ack, Nvf;'tsmr t✓" Pj-e' fO r' z; G�i,`spf)oVd.
Oracle Communications Network Software Premier Support is available for the following program categories
(collectively"Oracle Communications Network Premier Programs"): Diameter Signaling Router& Integrated
Diameter Intelligence Hub- Network Function Editions, Perpetual license of Session Border Controller, Session
Router and Core Session Manager, Application Orchestrator and Evolved Communications Application Server;
Net-Net Central applications. Oracle Communications Network Software Premier Support consists of:
• Program updates, fixes, and security alerts
• Upgrade scripts (availability may vary by program)
• Certification with most new third-party products/versions(availability may vary by program)
• Major product and technology releases, if and when made available at Oracle's discretion, which may
include general maintenance releases, selected functionality releases, and documentation updates
• Remote installation of Oracle Communications Network Premier Programs
• Assistance with service requests 24 hours per day, 7 days a week
• 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
For Oracle Communications Network Software Premier Support only, reasonable efforts will be made to respond
to service requests per the Response Times set forth in the guidelines below; however, Oracle's failure to adhere
to the times stated will not constitute a breach by Oracle. The guidelines are for informational purposes only and
subject to change at Oracle's discretion.
Severity , ; = 13esp6ns 'Time ' Remote Res'toratiael Time 11160,4006,w it�'e,.
Level '`
Severity 1 1 15 minutes 6 hours 30 calendar days
Severity 2 15 minutes 48 hours 30 calendar days
Severity 3 N/A NIA 180 calendar days
1. For purposes of the above table, the following definitions apply:
• Response Time -The elapsed time beginning when you create a service request until Oracle
first responds to you.
• Remote Restoration Time-The elapsed time beginning when Oracle achieves remote
access to the applicable program and when Oracle notifies you that a solution has been
offered. The Remote Restoration Time frames do not apply if program code changes are
required.
• Resolution Time-The elapsed time beginning when you create a service request to when
your issue is resolved.
Certain Oracle Communications Network Premier Program releases may be eligible to receive Oracle
Communications Network Software Sustaining Support. Oracle Communications Network Software Sustaining
Support consists of:
• Program updates, fixes and security alerts created during the Premier Support period
• Upgrade scripts (availability may vary by program) created during the Premier Support period
• Major product and technology releases, if and when made available at Oracle's discretion, which may
include general maintenance releases, selected functionality releases and documentation updates.
• Assistance with service requests 24 hours per day, 7 days a week
Oracle Software Technical Support Policies:06-May--2016 Page 12 of 25
146!1 g` , ,
• 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
Sustaining Support for the Oracle Communications Network Premier Program releases does not include:
• New program updates, fixes, and security alerts
• Remote installation of Oracle Communications Network Premier Programs
• New upgrade scripts
• Certification with new third party products/versions
• Response Times identified above
• Previously released fixes or updates that Oracle no longer supports
Oracle ��.�ra�ra�r�ra'l��ti�ai�� Network Software Support & ; gtalnirrg support
Oracle Communications Network Software Support is available for the fallowing program categories (collectively
"Oracle Communications Network Software Programs'): Oracle Communications EAGLE (non ISO), Oracle
Communications Performance Intelligence Center, Oracle Communications Diameter Signaling Router, Oracle
Communications Policy Management, Oracle Communications User Data Repository, and Oracle
Communications Subscriber Data Management. Oracle Communications Network Software Support consists of:
• Program updates, fixes, and security alerts
• Certification with most new third-party products/versions (availability may vary by program)
• Remote installation of Oracle Communications Network Software Programs
• Assistance with service requests 24 hours per day, 7 days a week
• 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
For Oracle Communications Network Software Support only, reasonable efforts will be made to respond to
service requests per the Response Times set forth in the guidelines below; however, Oracle's failure to adhere to
the times stated will not constitute a breach by Oracle. The guidelines are for informational purposes only and
subject to change at Oracle's discretion.
Severity Re ponce,Time%i : Remote Reotarat➢an Time Re�pluti9h Time; .;
level
Severit 1 15 minutes 6 hours 30 calendar days
Severit 2 15 minutes 48 hours 30 calendar days
Severit 3 N/A N/A 180 calendar days
1. For purposes of the above table, the following definitions apply:
• Response Time-The elapsed time beginning when you create a service request until Oracle
first responds to you.
• Remote Restoration Time-The elapsed time beginning when Oracle achieves remote
access to the applicable program and when Oracle notifies you that a solution has been
offered. The Remote Restoration Time frames do not apply if program code changes are
required.
• Resolution Time-The elapsed time beginning when you create a service request to when
your issue is resolved.
Certain Oracle Communications Network Software Program releases may be eligible to receive Oracle
Communications Network Software Sustaining Support. Oracle Communications Network Software Sustaining
Support consists of:
• Program updates, fixes, and security alerts created during the Support period
• Assistance with service requests 24 hours per day, 7 days a week
• Access to My Oracle Support(24 x 7 web-based customer support systems), including the ability to log
service requests online
Oracle Software Technical Support Policies:06-May--2016 Page 13 of 25
• Non-technical customer service during normal business hours
Sustaining Support for the Oracle Communications Network Software Program releases does not include:
• New program updates, fixes, and security alerts
• Remote installation of Oracle Communications Network Software
• Certification with new third party products/versions
• Response Times identified above
Previously released fixes or updates that Oracle no longer supports
5. Additional Support Services Available for Purchase
itiddent° Beare« Stqpiptl, Pia 'kkaW-)
Incident Server Support provides web-based technical support on a per server basis in packages of 10 service
requests to be used within a 12 month period. Any unused service requests at the end of the support period shall
expire. Incident Server Support for a program may be acquired with the initial program license purchase and, if
acquired with such purchase, may be renewed for subsequent support periods for as long as Premier Support is
available for your Oracle program license. If you want to obtain Software Update License& Support, it will be
subject to Oracle's reinstatement policies in effect at the time Software Update License&Support is acquired.
Incident Server Support is available for the following across all platforms:
• Oracle Database Incident Server Support Package: Oracle Database Enterprise Edition, Oracle Database
Standard Edition, Oracle Database Standard Edition One, Partitioning, and Real Application Clusters
• Oracle Application Incident Server Support Package: Internet Application Server Enterprise Edition
Internet Application Server Standard Edition, and Internet Application Server Java Edition
Incident Server Support consists of:
• 10 service requests
Access to My Oracle Support(24x7 web-based technical support system), including the ability to log
service requests online
• Access to downloadable software patches and patchsets
Service requests requiring resolution of a program bug will not be counted against your overall service request
total. Your access to Incident Server Support services, including My Oracle Support, ends on the earlier of(i)
expiration of the support period; or(ii) resolution of your final service request. The Incident Server Support
Packages do not include updates and may not be used, purchased, or sold in conjunction with any other support
offering.
If you renew Incident Server Support Package, your renewal fee for such services will be based on Oracle's
Incident Server Support Package pricing policies in effect at the time of renewal. Contractual caps on technical
support fees do not apply to these services, unless expressly stated otherwise in the applicable order. Incident
Server Support Package is not subject to the Reinstatement of Oracle Technical Support section above.
orado J tva Deilakq)rnent l oop' r &fp part:
Oracle Java Development Tools Support is available for the following programs: Sun NetBeans, Oracle
Enterprise Pack for Eclipse, and Oracle JDeveloper(downloaded from the Oracle Technology Network after June
28, 2005). If you acquire Oracle Java Development Tools Support, you will receive support for all of the programs
included above.
Oracle Java Development Tools Support consists of.
• Access to patches and fixes
• Assistance with service requests 24 hours per day, 7 days a week
• Access to My Oracle Support(24 x 7 web-based technical support system), including the ability to log
service requests online
• Non-technical customer service during normal business hours
Oracle Software Technical Support Policies:06-May--2016 Page 14 of 25
I
v Development Tools Support does not include upgrades to new program releases. Contractual caps
Oracle Java p pp pg p 9 P
on technical support fees do not apply to these services, unless expressly stated otherwise in the applicable
order.
+ Fr€aellp `�OIP'kd°s 1 evel4;pgr'( nt-fl ti�«I :,' �$2ro yy `da`�:
Oracle SOlarls Development Tools Support Is available for the following programs: Oracle Solaris Studio and
Oracle Solaris Studio Express. If you acquire Oracle Solaris Development Tools Support, you will receive support
for all of the programs included above.
Oracle Solaris Development Tools Support consists of:
• Access to patches and fixes
• Assistance with service requests 24 hours per day, 7 days a week
• Access to My Oracle Support(24 x 7 web-based technical support system), including the ability to log
service requests online
• Non-technical customer service during normal business hours
Oracle Solaris Development Tools Support does not include upgrades to new program releases or access to
Oracle Solaris updates, fixes or patches. Contractual caps on technical support fees do not apply to these
services, unless expressly stated otherwise in the applicable order.
11 r:ale Frarwnmco6�, EssentWs Support
Oracle Application Development Framework Essentials Support Is available for Oracle Application Development
Framework (ADF) Essentials program releases. Oracle Application Development Framework Essentials Support
consists of:
• Access to patches and fixes
• Assistance with service requests 24 hours per day, 7 days a week
• Access to My Oracle Support(24 x 7 web-based technical support system), including the ability to log
service requests online
• Non-technical customer service during normal business hours
Oracle Application Development Framework Essentials Support does not include upgrades to new program
releases. Contractual caps on technical support fees do not apply to these services, unless expressly stated
otherwise in the applicable order.
Java SE Sfppor€ and Java
a9a SE Su ip ## R)r pp ndepp yt id nt a o 6 nya e std0. m
Java SE Support and Java SE Support for Independent Software Vendors ("ISVs") are available for Java SE
program releases. Java SE Support and Java SE Support for ISVs consist of:
• Bug fixes, security fixes and minor updates
• Upgrade tools
• Assistance with service requests 24 hours per day, 7 days per week
• 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
If you acquire Java SE Support or Java SE Support for ISVs, the services described above are in support of
licenses you acquired separately. Bug fixes, security fixes and any updates received as part of the services
described above shall be provided under the terms of the appropriate license agreement that you accepted upon
downloading and/or installing the Java SE program. Contractual caps on technical support fees do not apply to
these services, unless expressly stated otherwise in the applicable order.
Orar.6JLiv i Elrqboddod D4,?b$iAot497@rE:nt ro '.9P¢:9r1 w " tl>,"r1"acis Java Far'@hc Y. d.a d Su Re
Doveloprnont Support
Oracle Software Technical Support Policies: 06-May--2016 Page 15 of 25
Oracle Java Embedded Development Support is available for Oracle Java SE Embedded or Oracle Java ME
Embedded program releases per Standard Binary. Oracle Java Embedded Suite Development Support is
available for the Oracle Java Embedded Suite. Both Oracle Java Embedded Development Support and Oracle
Java Embedded Suite Development Support consist of:
• Bug fixes, security fixes and minor updates
• Upgrade tools
• Assistance with service requests 24 hours per day, 7 days per week
• 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
If you acquire Oracle Java Embedded Development Support or Oracle Java Embedded Suite Development
Support, the services described above are in support of licenses you acquired separately. Bug fixes, security
fixes and any updates received as part of the services described above shall be provided under the terms of the
appropriate license agreement that you accepted upon downloading and/or installing the Oracle Java SE
Embedded, Oracle Java ME Embedded programs or Oracle Java Embedded Suite. Contractual caps on technical
support fees do not apply to these services, unless expressly stated otherwise in the applicable order.
(Qo L Database Conic nmoity Edition Skip port
NoSQL Database Community Edition Support is available for NoSQL Database Community Edition program
releases. NoSQL Database Community Edition Support consists of:
• Access to patches and fixes
• Assistance with service requests 24 hours per day, 7 days a week
• Access to My Oracle Support(24 x 7 web-based technical support system), including the ability to log
service requests online
• Non-technical customer service during normal business hours
NoSQL Database Community Edition Support does not include upgrades to new program releases. Contractual
caps on technical support fees do not apply to these services, unless expressly stated otherwise in the applicable
order.
Service Ror nest Packages
Service Request Packages are made available to members of the Oracle Partner Network. Service Request
Packages provide web-based technical support in packages of 10 or 25 service requests, do not include updates,
and are not available for all programs. Please contact your at 17tt L8 ac rt±7er.oraci ;mn for program availability.
Service Request Packages are valid for one year from the date of purchase. Any unused service request(s) will
expire at the earlier of(i) the end of such year, or(ii) the end of your OPN membership term if such membership
is not renewed. Access to log service requests will be restricted at the same time the final service request is
resolved.
If you acquire Oracle Priority Support on your order, Oracle will provide Oracle Priority Support as described hLre
Oride PHnrity Support Advantage
If you acquire Oracle Priority Support Advantage on your order, Oracle will provide Oracle Priority Support
Advantage as described here'.
Oracle, FunctioruM Help Desk €'cat• Oracle Rpbafl and Hospitaffiy
If you acquire Oracle Functional Help Desk for Oracle Retail and Hospitality on your order, Oracle will provide
Oracle Functional Help Desk for Oracle Retail and Hospitality as described here.
ia'#odh Arnee,,Hcan Rayroll Trux Updalees
Oracle Software Technical Support Policies:06-May--2016 Page 16 of 25
North American Payroll Tax Updates is available for the Peoplesoft HRMS Payroll for North America program
releases specified in the North American Payroll Tax Updates Service Availability Matrix below. If you purchase
these services, you will receive one (1) calendar year of tax updates for the applicable Peoplesoft HRMS Payroll
for North America program release, including tax updates for that calendar year made available in January of the
following calendar year. North American Payroll Tax Updates is only available in the following countries: United
States, Canada and Puerto Rico.
The following North American Payroll Tax Updates Service Availability Matrix describes the service availability
and time frames.
North kmeriaan a roll=YafY tl`dates ervico Availhbitit ,moriT
Peoplesoft HRMS Payroll for North American Program I Availability
Releases
8.8 January 1, 2012—December 31, 2018
8.9 January 1, 2013—December 31, 2017
9.0 1 JuIv 1, 2015—December 31. 2017
In order to acquire North American Payroll Tax Updates, your licensed Peoplesoft HRMS Payroll for North
American program must be currently supported with Software Update License& Support. North American Payroll
Tax Updates will be delivered through My Oracle Support.
Contractual caps on technical support fees do not apply to these services, unless expressly stated otherwise in
the applicable order. North American Payroll Tax Updates is not subject to the Reinstatement policies stated
above.
Severity `I Flies and FilnartdMs L gidatfvp Ueda"tc s for Ot"acl* E, ..slits Sufte
Severity 1 Fixes and Financials Legislative Updates for Oracle E-Business Suite is available for Oracle E-
Business Suite release 11.5.10. If you purchase these services, you will receive one (1) United States ("US")
Federal Government fiscal year of financials legislative updates and/or Severity 1 fixes for Oracle E-Business
Suite release 11.5.10. In order to acquire Severity 1 Fixes and Financials Legislative Updates for Oracle E-
Business Suite release 11.5.10, your licensed Oracle E-Business Suite must be currently supported with Software
Update License& Support.
The Severity 1 Fixes and Financials Legislative Updates for Oracle E-Business Suite release 11.5.10 service
consists of the following components that can be purchased separately:
Tier 1 -Tier 1 consists of: Severity 1 fixes, critical patch updates and United States Tax Form 1099 updates for
the applicable tax year(s). For the Oracle E-Business Suite 11.5.10 release, Tier 1 is currently available through
December 31, 2016 for a fee to customers currently supported with Software Update License& Support. Please
see the Lifetime Support section above for additional information.
US Federal Government - US Federal Government consists of: Financials legislative updates for the US Federal
Government. If you purchase this service, you will receive financial legislative updates for the US Federal
Government for one (1) US Federal Government fiscal year through September 30, 2016. If you purchase the US
Federal Government option, your fee for such services will be based on the then-current US Federal Government
fee.
Information on Severity 1 Fixes and Financials Legislative Updates for Oracle E-Business Suite is available on tkf Y
0fc9- u_`r 7pC) (%-BjUsinpss r>tAIiC-' RniF.' i:sPs. SL! c Ill 1494891 J.). Severity 1 Fixes and
Financials Legislative Updates for Oracle E-Business Suite will be delivered through My Oracle Support.
The following only applies to Oracle E-Business Suite 11.5-10:
Oracle will not provide financials legislative updates for Oracle E-Business Suite 11.5.10 any sooner
or with any greater scope than what is made available under a subsequent release of Oracle E-
Business Suite (e.g., Oracle E-Business Suite release 12 or higher).
Oracle Software Technical Support Policies:06-May--2016 Page 17 of 25
i
x �
• Country-specific financials legislative updates ('localized updates') provided under US Federal
Government will only be made available if such localized updates are also made available in a
subsequent release of Oracle E-Business Suite. In the event localized updates are provided for
additional countries in a subsequent release of Oracle E-Business Suite, such localized updates for
the additional countries will not be provided for Oracle E-Business Suite 11.5.10.
• Due to architectural or other changes between a subsequent release of Oracle E-Business Suite and
Oracle E-Business Suite 11.5.10, Oracle may not provide all localized updates for Oracle E-Business
Suite 11.5.10 that are made available in a subsequent release of Oracle E-Business Suite.
• The prerequisite for these services is based on the current minimum prerequisite level as described
on My Oracle Si.iporart in G-k3 3 artE <_:_Suite 13,E_10 v1i im jrtt Patch l,Eyc l arLd ExLn€led SuIijort
Information Center do L i 1 -11'1 and (Jriclp E business Suite Error Cwrecti on Sr��o ,Felicy
(Dar; ID 11005034.11.
If you renew Severity 1 Fixes and Financials Legislative Updates for Oracle E-Business Suite release 11.5.10,
your renewal fee for such services will be based on the current pricing policies in effect at the time of renewal.
Contractual caps on technical support fees do not apply to these services, unless expressly stated otherwise in
the applicable order. Severity 1 Fixes and Financials Legislative Updates for Oracle E-Business Suite is not
subject to the Reinstatement policies stated above.
Payroll Legislative Updates for Oracle E-Business Suite 11.5.10 Is available for Oracle E-Business Suite release
11.5.10 cumulative update 2. Customers who acquire Payroll Legislative Updates for Oracle E-Business Suite
11.5.10 will receive one (1) tax year of payroll legislative updates for the Oracle E-Business Suite 11.5.10 release.
In order to acquire Payroll Legislative Updates for Oracle E-Business Suite 11.5.10, your licensed Oracle E-
Business Suite Payroll must be currently supported with Software Update License & Support.
Payroll Legislative Updates for Oracle E-Business Suite 11.5.10 is available for the following countries and tax
years:
Count - $014 TaxYear- 201#x Tax Year 20f6=Tax Year
United See note 1 below April6, 2014-April 5, 2015 April6, 2015-April 5,
Kin dom 2016
United States See note 1 below January 1, 2015- January 1, 2016-
December 31, 2015 December 31, 2016
Notes:
1. For the specified countries and tax years noted above, payroll regulatory updates are provided under
Sustaining Support to customers with a current support contract. Please see the Lifetime Support section
above for additional information.
Payroll Legislative Updates for Oracle E-Business Suite 11.5.10 will be delivered through My Oracle Support and
will require the latest available HRMS R11 i RUP (See fete Oracle Sim port document t0andatory Far-nliy
pack±Rcllup catch 4RUF) Ievols for Orac'e Pavroll (Doc ID 295403.1 i).
If you renew Payroll Legislative Updates for Oracle E-Business Suite 11.5.10, your renewal fee for such services
will be based on the current pricing policies in effect at the time of renewal. Contractual caps on technical support
fees do not apply to these services, unless expressly stated otherwise in the applicable order. Payroll Legislative
Updates for Oracle E-Business Suite 11.5.10 is not subject to the Reinstatement policies stated above.
F 37HS^,nt-jr4J 0jr-40 I'-d�J4,F1`sA1 j e W`sl§�.YGt Up a?:4e"t; fw; JD E d?e"a" r&tss
Financials and Payroll Legislative Updates for JD Edwards is available for JD Edwards EnterpriseOne program
releases XE, 8.0 and 8.12 and JD Edwards World program releases A7.3, A8.1 and A9.1. If you purchase these
services, you will receive one (1) calendar year of financials and payroll legislative updates and Severity 1 fixes
for the applicable JD Edwards release. In order to acquire Financials and Payroll Legislative Updates for JD
Oracle Software Technical Support Policies:06-May--2016 Page 18 of 25
Edwards, your licensed JD Edwards EnterpriseOne and/or JD Edwards World program must be currently
supported with Software Update License &Support.
The Financials and Payroll Legislative Updates for JD Edwards service consists of the following components that
can be purchased separately: Tier 1, Tier 2, Tier 3, Single Country Financial Legislative Updates and Single
Country Payroll Legislative Updates. Tier 1, Tier 2 and Tier 3 consists of services for more than one country.
Single Country Financial Legislative Updates and Single Country Payroll Legislative Updates consist of services
for an individual country.
The components are as follows:
Tier 7 -Tier 1 consists of: Severity 1 fixes, United States Tax Form 1099 updates for the applicable tax year(s),
and payroll legislative and financials legislative updates for the applicable calendar year for the United States and
Canada. If you purchase Tier 1, your fee for such services will be based on the then-current Tier 1 fee.
Tier 2 -Tier 2 consists of: Severity 1 fixes, United States Tax Form 1099 updates for the applicable tax year(s)
and payroll legislative and financials legislative updates for the applicable calendar year and for the countries and
programs specified in the table below. If you purchase Tier 2, your fee for such services will be based on the
then-current Tier 2 fee.
JD:E�wards iEHte riseOne = JID Edward World;` .,
Payroll Legislative United States, Canada, Australia and United States, Canada
Updates New Zealand
Financials United States, Canada, Mexico, Brazil, United States, Canada, Mexico, Brazil,
Legislative Updates United Kingdom, Ireland, Japan, China, United Kingdom, Ireland, Japan and
Colombia, Australia, New Zealand and China
India
Tier 3 -Tier 3 consists of: Severity 1 fixes, United States Tax Form 1099 updates for the applicable tax year(s)
and payroll legislative and financials legislative updates for the applicable calendar year and for the countries and
programs specified in the table below. If you purchase Tier 3, your fee for such services will be based on the
then-current Tier 3 fee.
JD_Edwar'ds Ente risClne JEtlwarcfllarld "
Payroll legislative United States, Canada, Australia and United States, Canada
updates New Zealand
Financials legislative United States, Canada, Mexico, Brazil, United States, Canada, Mexico, Brazil,
updates Argentina, United Kingdom, New Argentina, United Kingdom, Ireland,
Zealand, Ireland, Austria, Belgium, Austria, Belgium, France, Germany,
France, Germany, Italy, Netherlands, Italy, Netherlands, Russia, Spain,
Russia, Spain, Switzerland, Japan, Switzerland, Japan and China
China, Colombia, Chile, Peru, Ecuador,
Venezuela, Czech Republic, Denmark,
Finland, Hungary, Norway, Poland,
Sweden, Australia, India, South Korea,
Singapore and Taiwan
Single Country Financial Legislative Updates: Single Country Financial Legislative Updates consists of:
Severity 1 fixes and financial legislative updates for the programs and countries specified in the table below. If
you purchase Single Country Financial Legislative Updates, your fee for such service will be based on the then-
current Single Country for Financial Legislative Updates fee.
Pro �a Coonteles,
JD Edwards United States, Canada, Mexico, Brazil, United Kingdom, Ireland, Japan, China,
Enter riseOne Colombia, Australia, New Zealand and India
Oracle Software Technical Support Policies:06-May--2016 Page 19 of 25
II, y
JD Edwards World United States, Mexico, Brazil, United Kingdom, Ireland, Japan and China
Single Country Payroll Legislative Updates: Single Country Payroll Legislative Updates consists of: payroll
legislative updates for the programs and countries specified in the table below. If you purchase Single Country
Payroll Legislative Updates, your fee for such service will be based on the then-current Single Country for Payroll
Legislative Updates fee.
Program .Countries ,
JD Edwards United States, Canada, Australia and New Zealand
EnterpriseOne
JD Edwards World United States and Canada
Information on financials and payroll legislative updates for JD Edwards and applicable countries is available on
V .C?I_ cl _U:}ot} rt(Ie , ,JD vaei _Ert rpri_,eOr7 Giofal:�aklarEv {r�rc 'E? 75-2 1.ni and JD Edwards World
GlcaalizatioUi , t?oc ID ;450ts k 11). Financials and Payroll Legislative Updates for JD Edwards will be delivered
through My Oracle Support.
The following apply to the JD Edwards Enterprise0ne and JD Edwards World program releases for which
Financials and Payroll Legislative Updates service is available:
• Oracle will not provide financial and payroll legislative updates any sooner or with any greater scope than
what is made available under a subsequent release of JD Edwards EnterpriseOne (i.e,, JD Edwards
Enterprise0ne 9.1 or higher) or JD Edwards World (i.e., JD Edwards World A9.3 or higher).
• Country-specific financials legislative updates ("localized updates") provided under Tier 2, Tier 3 and
Single Country Financial Legislative Updates and Single Country Payroll Legislative Updates will only be
made available if such localized updates are also made available in a subsequent release of JD Edwards
Enterprise0ne or JD Edwards World. In the event localized updates are provided for additional countries
in a subsequent release of JD Edwards EnterpriseOne or JD Edwards World, such localized updates for
the additional countries will not be provided for the JD Edwards Enterprise0ne and JD Edwards World
program releases included under the Financials and Payroll Legislative Updates service.
• Due to architectural or other changes between a subsequent release of JD Edwards EnterpriseOne or JD
Edwards World and the eligible program releases under the Financials and Payroll Legislative Updates
for JD Edwards service, Oracle may not provide all localized updates that are made available in a
subsequent release of JD Edwards EnterpriseOne or JD Edwards World.
If you renew Financials and Payroll Legislative Updates for JD Edwards, your renewal fee for such services will
be based on the current pricing policies in effect at the time of renewal. Contractual caps on technical support
fees do not apply to these services, unless expressly stated otherwise in the applicable order. Financials and
Payroll Legislative Updates for JD Edwards is not subject to the Reinstatement policies stated above.
verity d Fixes and UrtKocil estates Tax Form 1099 t.RtWates for ��=e��,�S F�€ and
t R
Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft HCM and FSCM is available for the
following programs: PeopleSoft Human Capital Management(HCM) release 9.0 and Financials and Supply
Chain Management(FSCM) release 9.0 ('PeopleSoft Enterprise Applications"). Customers who acquire Severity
1 Fixes and United States Tax Form 1099 Updates for PeopleSoft HCM and FSCM will receive one (1)calendar
year of Severity 1 fixes and United States Tax Form 1099 updates.
In order to acquire this service, your licensed PeopleSoft Enterprise Applications must be currently supported with
Software Update License & Support. Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft
HCM and FSCM will be delivered through My Oracle Support.
If you renew Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft HCM and FSCM, your
renewal fee for such services will be based on the current pricing policies in effect at the time of renewal.
Contractual caps on technical support fees do not apply to these services, unless expressly stated otherwise in
Oracle Software Technical Support Policies:06-May--2016 Page 20 of 25
CD
the applicable order. Severity 1 Fixes and United States Tax Form 1099 Updates for PeopleSoft HCM and FSCM
is not subject to the Reinstatement policies stated above.
c,.erad:ll .-r a a_.,I-Dr t.c„pn Suppc)rt for f.�"ade Cro ahA xe 1&ay iRls la^a a 2
Oracle Market-Driven Support for Oracle Database 10g Release 2 is available for the Oracle Database Enterprise
Edition Release 10.2.0.5. The service is available for the following period:
Service Availability
Oracle Market-Driven Support for August 1, 2015-July 31, 2016 August 1, 2016-July 31, 2017
Oracle Database 10 Release 2
If you purchase Oracle Market-Driven Support for Oracle Database 10g Release 2, you will receive the following
services for the number of production 10.2.0.5 databases identified in your order:
1. Oracle Market-Driven Support for Oracle Database 10g Release 2 will be limited to Severity 1 fixes and
critical patch update(s) ("CPU").
2. A database upgrade planning workshop ("Workshop") that includes:
a. One (1) remote presentation for up to four(4) hours, not to exceed thirty(30) attendees to provide
advice and guidance on the creation of your upgrade plan from Oracle Database Enterprise Edition
Release 10.2.0.5 to an Oracle Database Enterprise Edition Release that is covered by Software
Update License& Support; and
b. After the conclusion of the Workshop, Oracle will provide telephone support(Monday through Friday,
9:00am to 5:00pm local time, excluding local holidays) to respond to questions and offer guidance
regarding your upgrade plan for up to the number of hours identified in your order.
3. Access to Oracle's Unlimited Learning Subscription ("ULS") for up to five (5) Named Users. The ULS
includes Training On Demand, Learning Streams and Cloud Learning Subscription access. More
information on ULS can be found at http://education.oracle.com/us/terms/termspolicies03Ol15.html
Your fee for Oracle Market-Driven Support for Oracle Database 10g Release 2 services will be based upon
Oracle's then current pricing in effect at the time of your order.
In order to acquire Oracle Market-Driven Support for Oracle Database log Release 2 services, your licensed
Oracle database(s) must be currently supported with Software Update License& Support. Severity 1 fixes and
CPUs will be delivered through My Oracle Support.
Oracle Market-Driven Support for Oracle Database 10g Release 2 services are not renewable or available after
July 31, 2017. Contractual caps on technical support fees do not apply to these services, unless expressly stated
otherwise in the applicable order. Oracle Market-Driven Support for Oracle Database 10g Release 2 services are
not subject to the Reinstatement policies stated above.
Oracle Uir uz Suppoirt Service;
Oracle offers Oracle Linux support services to customers, regardless of whether or not they are using Oracle
programs. For information about the available services, please refer to the Oracle Linux and Oracle VM Support
Policies available at http li wd°r.or ci .carats ol-luolicies.11iol.
Oracle VM Support Sctviices
Oracle offers Oracle VM support services to customers, regardless of whether or not they are using Oracle
programs. For information about the available services, please refer to the Oracle Linux and Oracle VM Support
Policies available at httpifLmvy.,PCode, oniis}�,,q:� �n!ic �s thtmi.
For information regarding renewals of Exadata Premier Support, please refer to the Exadata Technical Support
Policies available at i7 tl, Ilr^rn ioracle.r, mt;ssfsi�pc f 13nf ci tindr_x.htnyl_
6. Web-Based Customer Support Systems
Oracle Software Technical Support Policies:06-May--2016 Page 21 of 25
My
Access to My Oracle Support is governed by the Terms of Use posted on the My Oracle Support web site. The
Terms of Use are subject to change and a copy of these terms is available upon request. Access to My Oracle
Support is limited to your designated technical contacts.
The following Oracle programs are not currently supported under My Oracle Support: Phase Forward (i.e., Clinical
Development Center, Clintrial, Empirica (Gateway, Signal, Trace), InForm, and LabPas), Nimbula and MICROS
Systems (except as otherwise stated below).
UmNp; 01f5e, ice, PAS CRP A, a td VNAICR S FpraH P adr a( Om Scrildo
The following applies to MICROS Systems programs only. Access to the following MICROS Systems web-based
customer support systems: Clarify SelfService, MS CRM, and MICROS Retail Portal de Servicio are governed by
the Terms of Use posted on the applicable MICROS Systems web site. The terms of Use are subject to change
and a copy of these terms is available upon request. Access to the MICROS Systems web-based customer
support systems is limited to your designated technical contacts. MICROS Systems programs supported by the
MICROS United States and Canadian support teams (except US Cruise) has transitioned from Clarify
SelfService, PTS, ZenDesk and Onyx to My Oracle Support. MICROS Systems programs supported by the
MICROS EMEA support teams has transitioned from Heat Portal and MICROS Self Service Customer Support
Portal to My Oracle Support.
Oracle Unbreakable Unux Nobpe irk
Access to the Oracle Unbreakable Linux Network is included with Software Update License & Support for the
Audit Vault and Database Firewall program (formerly the Database Firewall and Database Firewall Management
Server programs).
7. Tools Used to Perform Technical Support Services
Oracle may make available collaboration tools (such as tools that enable Oracle, with your consent, to access
your computer system (e.g., Oracle Web Conferencing)) and software tools (such as tools to assist in the
collection and transmission of configuration data (e.g., Oracle Configuration Manager)) to assist with issue
resolution. The tools are licensed under the My Oracle Support Terms of Use, and may be subject to additional
terms provided with the tools. Some of the tools are designed to collect information concerning the configuration
of your computer environment("tools data') and not access, collect or store any personally identifiable information
(except for technical support contact information) or business data files residing in your computer
environment. By using the tools, you consent to the transmission of your tools data to Oracle for the purposes of
providing reactive and proactive technical support services. In addition, the tools data may be used by Oracle to
assist you in managing your Oracle product portfolio, for license and services compliance and to help Oracle
improve upon product and service offerings.
Some of the tools may be designed to connect automatically or on a periodic basis and you may not receive a
separate notice upon connection. You are responsible for maintaining the telecom gateway through which the
tools communicate tools data to Oracle. Use of the tools is voluntary; however, refusal to use the tools may
impede Oracle's ability to provide technical support services to you.
Further details about some of the current tools Oracle uses to provide technical support services, the data
collected, and how the data is used, are described in the Global Customer Support Security Practices and on My
Oracle Support. You may also contact your Oracle sales representative or call your local Customer Support office
for more details regarding the tools and availability.
If Oracle expressly provides in the tools documentation, technical support policies, an order, or readme that a tool
is provided under separate license terms ("Separate Terms") then the Separate Terms shall govern your access
and use of the tool. Embedded third party software, or third party software, licensed under Separate Terms (for
example Mozilla and LGPL) may be required to access or run the tools per the tools documentation or readme.
Oracle Software Technical Support Policies:06-May--2016 Page 22 of 25
Your rights to use a tool or software licensed under Separate Terms shall not be restricted or modified in any way
by your agreement with Oracle.
8. Global Customer Support Security Practices
Oracle will provide technical support in accordance with Oracle's services privacy policy available at
M ;Nxvw o acle.corn u'?Ce_( aIA i.pa tservices L,. i o icy Q 33 html and Oracle's Global Customer
Support Security Practices, as referenced below.
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
httn;irL�r hw.craca .comtsup�o ffpuliciios.html. The Global Customer Support Security Practices are subject to
change at Oracle's discretion; however, Oracle will not materially reduce the level of security specified in the
Global Customer Support Security Practices during the period for which fees for technical support have been
paid. To view changes that have been made, please refer to the attached Staterlert of Ghana (PDF).
Please note that global customer support services and systems are not designed to accommodate special
security controls that may be required to store or process certain types of sensitive data. Please ensure that you
do not submit any health, payment card or other sensitive data that requires protections greater than those
specified in the Global Gustorle i Sufaptilt Sectardt Practiceess. Information on how to remove sensitive data from
your submission is available in My Oracle Support at
rfitlas it,tact,crr;.<.:rar,!e.c�m?C:��jrna€l�r�,tide,'anti=shrra�t'�t��e €J�?T paid=12e?�`�?3�4.
Notwithstanding the restriction above, some customers may have executed agreements with Oracle governing
Global Customer Support's handling of the personal data of residents in the European Economic Area ("EEA
Personal Data") as well as protected health information ("PHI") subject to the United States Health Insurance
Portability and Accountability Act("HIPAA"). If you would like to submit EEA Personal Data or PHI to Oracle as
part of receiving technical support services, you must:
• Execute either(i) EU standard Contractual Clauses or data transfer agreement, or (ii) a HIPAA business
associate agreement(as applicable)with Oracle that specifically references and covers your technical
support services
• Submit EEA Personal Data or PHI only in service request attachments on the My Oracle Support
customer portal
• Not include EEA Personal Data or PHI in the body of service requests (other than contact information
required for Oracle to respond to the SR)
• When prompted in My Oracle Support, indicate that the service request attachment may contain EEA
Personal Data or PHI
9. Severity Definitions
i
Service requests for supported Oracle programs may be submitted by you online through Oracle's web-based
customer support systems or by telephone. The service request severity level is selected by you and Oracle and
should be based on the severity definitions specified below.
Severity V
Your production use of the supported programs is stopped or so severely impacted that you cannot reasonably
continue work. You experience a complete loss of service. The operation is mission critical to the business and
the situation is an emergency. A Severity 1 service request has one or more of the following characteristics:
• Data corrupted
• A critical documented function is not available
• System hangs indefinitely, causing unacceptable or indefinite delays for resources or response
• System crashes, and crashes repeatedly after restart attempts
Oracle Software Technical Support Policies:06-May--2016 Page 23 of 25
Except as otherwise specified herein, reasonable efforts will be made to respond to Severity 1 service requests
within one (1) hour. For MICROS Systems programs in JAPAC (Australia, Cambodia, China, Guam, Hong Kong,
India, Japan, Korea, Laos, Macau, Malaysia, Maldives, Myanmar, New Zealand, Philippines, Singapore, Sri-
Lanka, Taiwan, Thailand and Vietnam), reasonable efforts will be made to respond to Severity 1 service requests
within two (2) business hours. For response efforts associated with Oracle Communications Network Software
Premier Support and Oracle Communications Network Software Support& Sustaining Support, please see the
Oracle Communications Network Premier& Sustaining Support and Oracle Communications Network Software
Support& Sustaining Support sections above.
Except as otherwise specified, Oracle provides 24 hour support for Severity 1 service requests for supported
programs(OSS will work 24x7 until the issue is resolved)when you remain actively engaged with OSS working
toward resolution of your Severity 1 service request. You must provide OSS with a contact during this 24x7
period, either on site or by phone, to assist with data gathering, testing, and applying fixes. You are requested to
propose this severity classification with great care, so that valid Severity 1 situations obtain the necessary
resource allocation from Oracle. 24 hour commitment to Severity 1 service requests is not available for MICROS
Systems programs in the following countries: Australia, Cambodia, China, Guam, Hong Kong, India, Japan,
Korea, Laos, Macau, Malaysia, Maldives, Myanmar, New Zealand, Philippines, Singapore, Sri-Lanka, Taiwan,
Thailand, and Vietnam.
Severity 2*
You experience a severe loss of service. Important features are unavailable with no acceptable workaround;
however, operations can continue in a restricted fashion.
Severity 3*
You experience a minor loss of service. The impact is an inconvenience,which may require a workaround to
restore functionality
Severity 4*
You request information, an enhancement, or documentation clarification regarding your software but there is no
impact on the operation of the software. You experience no loss of service. The result does not impede the
operation of a system.
* For Phase Forward programs(i.e., Clinical Development Center, Clintrial, Empirica (Gateway, Signal, Trace),
InForm, and LabPas), the severity levels are denoted as P0, P1, P2 and P3 and correspond to the above as
follows: P0= Severity 1; P1=Severity 2, P2=Severity 3 and P3=Severity 4.
10. Hyperion and Agile Specific Support Terms
For orders placed pursuant to a Hyperion master agreement or to an Agile master agreement, the following terms
apply with respect to the technical support services you have ordered.
Warranties. Disclaimers and Exclusive Remedies
Oracle warrants that technical support services will be provided in a professional manner consistent with industry
standards. You must notify Oracle of any technical support services warranty deficiencies within 90 days from
performance of the defective technical support services.
FOR ANY BREACH OF THE ABOVE WARRANTIES,YOUR EXCLUSIVE REMEDY, AND ORACLE'S ENTIRE
LIABILITY, SHALL BE THE REPERFORMANCE OF THE DEFICIENT TECHNICAL SUPPORT SERVICES, OR
IF ORACLE CANNOT SUBSTANTIALLY CORRECT A BREACH IN A COMMERCIALLY REASONABLE
MANNER,YOU MAY END THE RELEVANT TECHNICAL SUPPORT SERVICES AND RECOVER THE FEES
PAID TO ORACLE FOR THE DEFICIENT TECHNICAL SUPPORT SERVICES.
TO THE EXTENT PERMITTED BY LAW,THESE WARRANTIES ARE EXCLUSIVE AND THERE ARE NO
OTHER EXPRESS OR IMPLIED WARRANTIES OR CONDITIONS, INCLUDING WARRANTIES OR
CONDITIONS OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.
Oracle Software Technical Support Policies:06-May--2016 Page 24 of 25
Z .,.
Limitation of Liability
NEITHER PARTY SHALL BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, PUNITIVE, OR
CONSEQUENTIAL DAMAGES, OR ANY LOSS OF PROFITS, REVENUE, DATA, OR DATA USE. ORACLE'S
MAXIMUM LIABILITY FOR ANY DAMAGES ARISING OUT OF OR RELATED TO YOUR ORDER,WHETHER
IN CONTRACT OR TORT, OR OTHERWISE, SHALL BE LIMITED TO THE AMOUNT OF THE FEES YOU
PAID ORACLE UNDER YOUR ORDER, AND IF SUCH DAMAGES RESULT FROM YOUR USE OF
TECHNICAL SUPPORT SERVICES, SUCH LIABILITY SHALL BE LIMITED TO THE FEES YOU PAID
ORACLE FOR THE DEFICIENT TECHNICAL SUPPORT SERVICES GIVING RISE TO THE LIABILITY.
For orders placed pursuant to a Hyperion master agreement, the following terms also apply with respect to the
technical support services you have ordered.
Nondisclosure
By virtue of your order, the parties may have access to information that is confidential to one another
("confidential information"). We each agree to disclose only information that is required for the performance of
obligations under your order. Confidential information shall be limited to the terms and pricing under your order
and all information clearly identified as confidential at the time of disclosure.
A party's confidential information shall not include information that: (a) is or becomes a part of the public domain
through no act or omission of the other party, (b) was in the other party's lawful possession prior to the disclosure
and had not been obtained by the other party either directly or indirectly from the disclosing party; (c) is lawfully
disclosed to the other party by a third party without restriction on the disclosure; or(d) is independently developed
by the other party.
We each agree to hold each other's confidential information in confidence for a period of three years from the
date of disclosure. Also, we each agree to disclose confidential information only to those employees or agents
who are required to protect it against unauthorized disclosure. Nothing shall prevent either party from disclosing
the terms or pricing under your order in any legal proceeding arising from or in connection with your order or
disclosing the confidential information to a federal or state governmental entity as required by law.
11. Contact Information
Phone numbers and contact information can be found on Oracle's support web site located ht fa.
ICI
Oracle Software Technical Support Policies:06-May--2016 Page 25 of 25
REQUEST FOR MAYOR'S SIGNATURE
T:
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Routing Information:
(ALL REQUESTS MUST FIRST BE ROUTED THROUGH THE LAW DEPARTMENT) 1 fit rs T
Approved by Direc r
Originator; Curt Ryser Phone (Originator): 253-856-4642
Date Sent: 08/05/2016 Date Required: 08/12/2016
Return Signed Document to: Contract Termination Date:
Lynnette Smith 08/31/2017
VENDOR NAME: Date Finance Notified:
DLT Solutions (Only required on contracts 07/21/2016
20 000 and over or on any Grant
DATE OF COUNCIL APPROVAL: 7 ] ` Date Risk Manager Notified;N/A
0//19/ 2016 (Required on Non-City Standard Contracts/Agreements)
Has this Document been Specifically Account Number: 52fl01730.64830. 180fl
Authorized in the Bud et? ® YES NO
Brief Explanation of Document:
Authorize the Mayor to sign the DLT Oracle DB Enterprise Maintenance Renewal Agreement, in the
amount not to exceed $59,345.00 respectively, for existing Oracle Software and Support, subject
to final terms and conditions acceptable to the Information Technology Director and City Attorney.
Budget Impact: Revised vendor price quotations of $4,859.12 will be covered by residual cost
savings from other maintenance renewals that have come in lower than biennial budget approved
projections.
Agreement term: 09/01/2016 08/31/2017
Aft fv
f t d Through The Law Department
( is are tq b�cornpleted by the Law Departm
Received`. T
e..
Approval of Law Dept.:
Law Dept-Comments'. 2ZE A -
Date Forwarded to Ma A E M * I '
Shaded Areas To Be Completed By Administration Staff
Received:
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Recommendations and Comments:
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