report of findings for junta de andalucía known …...troubleshooting mod_oc4j errors and...
TRANSCRIPT
Report of Findings for Junta de Andalucía
Known Issue Report - Oracle Application Server Products Kaleeswari Vadivel ACS DeliveryFebruary 2018
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Contents 1 Document Control ..................................................................................................................... 3
2 Contacts Details ........................................................................................................................ 4
3 Introduction ............................................................................................................................... 5
3.1 Purpose .................................................................................................................................................... 5
3.2 Methods ................................................................................................................................................... 5
4 Life Cycle Information ................................................................................................................ 6
4.1 Life Cycle Information .............................................................................................................................. 6
4.2 Releases Availability ................................................................................................................................ 7
4.2.1 Links to download Oracle Application Server Products ....................................................................................... 7
4.2.2 Supported Configurations for Oracle Application Server Products ...................................................................... 7
4.3 Oracle Application Server Documentation ............................................................................................... 8
4.4 Patches released during last month ........................................................................................................ 9
4.5 Critical Patch Updates and Security Alerts ............................................................................................ 10
4.5.1 Active Critical Patch Update .............................................................................................................................. 10
4.6 Notes created/updated during last month .............................................................................................. 12
4.7 Bugs fixed (updated) during this month ................................................................................................. 14
4.8 Diagnostics ............................................................................................................................................ 16
4.9 References............................................................................................................................................. 18
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1 Document Control
Change Record
Date Author Version Change Details
5-Feb-2018 Kaleeswari Vadivel 1.0 Initial document created
Reviewers
Name Role
Agustín Calvo Technical Account Manager
José María Gómez Technical Account Manager
Distribution
Name Role
Junta de Andalucía Customer
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2 Contacts Details
Customer Contacts
No Contact Contact Title Email
1 Junta de Andalucía Customer [email protected]
2
3
4
Oracle Contacts
No Contact Contact Title Email
1 Kaleeswari Vadivel Advanced Support Engineer [email protected]
2 Agustín Calvo Technical Account Manager [email protected]
3 José María Gómez Technical Account Manager [email protected]
4
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3 Introduction
3.1 Purpose
The purpose of the Known Issues Report is to inform the customer about Oracle is to inform the customer’s contacts about Oracle
notifications, alerts, releases and patches related to the interested Oracle Products and Operating systems.
This evaluation aims to check the current available systems and/or applications news to provide information on appropriate
systems/applications roadmaps and to understand any key certification and support issues. The document is also intended to give early
visibility of any support/desupport dates to assist with stability and strategic support planning.
3.2 Methods
The document is based on the information provided by the Service Delivery Manager on the Desired Operating System and Oracle
Products to perform the Report.
The Service Delivery Manager provided the following requested information:
Oracle Application Server 10g Release 9.0.4
o Oracle Web Cache
o Oracle HTTP Server
o Oracle Discoverer
o OracleAS Forms& Reports Services
o Oracle Application Server Containers for J2EE
Oracle Application Server 10g Release 10.1.2
o Oracle Web Cache
o Oracle HTTP Server
o Oracle Discoverer
o OracleAS Forms& Reports Services
o Oracle Application Server Containers for J2EE
Oracle Application Server 10g Release 10.1.3
o Oracle HTTP Server
o Oracle Application Server Containers for J2EE
o OracleAS Web Cache
o J2EE&Webserver for J2EE applications
o Service Oriented Architecture (SOA)
o Business Process Execution Language
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4 Life Cycle Information
4.1 Life Cycle Information
Release GA Date Premier
Support Ends
Extended
Support Ends
SUSTAINING
Sustaining Support
Ends
10g (9.0.4) Dec 2003 Dec 2006 Dec 2008 Dec 2009
10gR2 10.1.2.x * Jan - Oct 2005 Dec 2011 Not Available Indefinite
Oracle Containers for J2EE (OC4J) 10gR3 (10.1.3.x) *** Jan - Oct 2006 Jun 2014 Jun 2017 Indefinite
Oracle SOA Suite 10.1 3.x ** Nov 2006 Dec 2013
Dec 2014
Indefinite
See - Lifetime Support Policy: Oracle Applications
Oracle Fusion Middleware
Includes the following: Containers for J2EE, HTTP Server, Web Cache, Wireless, MapViewer, Sensor Edge Server, BPEL Process
Manager, InterConnect, Integration B2B, Adapters, Business Activity Monitoring, Forms, Reports, Discoverer, Portal, Portlet Factory,
Personalization, Internet Directory, Single Sign-On, Certificate Authority, Directory Integration Provisioning, Delegated Administration
Services, and Developer Suite (Designer, Forms Builder, Reports Builder & Discoverer Administrator).
** Includes: BPEL Process Manager, Business Rules, Enterprise Service Bus, Web Services Manager, and Business Activity
Monitoring. Is certified to work with both Oracle Containers for J2EE and Oracle WebLogic Server. Please see Oracle Fusion
Middleware 10gR3 (10.1.3.x) certification matrix for more details.
***Includes: Containers for J2EE, HTTP Server, Application Server Control, Process Manager and Notification Server and Dynamic
Monitoring Service
For more-detailed information on bug fix and patch release policies, please refer to the “Error Correction Support Policy” document.
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4.2 Releases Availability
4.2.1 Links to download Oracle Application Server Products
Release Links
Oracle Application Server 10g Release 3 (10.1.3.x) Application Server 10g Release 3 (10.1.3.x) Downloads
Oracle customers are able to download their software from one of the following Oracle systems
Oracle’s E-Delivery portal (http://edelivery.oracle.com)
Oracle Technology Network (OTN) (http://otn.oracle.com)
My Oracle Support (http:support.us.oracle.com)
SmartUpdate (enabled products only – Links to List)
4.2.2 Supported Configurations for Oracle Application Server Products
Release Links
Oracle Application Server 10g (9.0.4) Oracle Application Server 10g (9.0.4) Certification
Oracle Application Server 10g Release 2 (10.1.2)
Oracle Application Server 10g (10.1.2.0.2) Certification
Oracle Application Server 10g Release 3 (10.1.3.x) Oracle Application Server 10g Release 3 (10.1.3x) Certification
Information regarding certification can be found on Note: 1076018.1 and on Oracle Fusion Middleware Supported System Configuration
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4.3 Oracle Application Server Documentation
Release Details
Oracle Application Server 10g (9.0.4) Oracle Application Server 10g (9.0.4) Documentation
Oracle Application Server 10g Release 2 (10.1.2) Oracle Application Server 10g Release 2 (10.1.2) Documentation
Oracle Application Server 10g Release 2 (10.1.2.0.2) Oracle Application Server 10g Release 2 (10.1.2.0.2) Documentation
Oracle Application Server 10g Release 3 (10.1.3) Oracle Application Server 10g Release 3 (10.1.3) Documentation
Oracle Application Server 10g Release 3 (10.1.3.1.0) Oracle Application Server 10g Release 3 (10.1.3.1.0) Documentation
Oracle Application Server 10g Release 3 Oracle Application Server 10g Release 3 Documentation
Oracle SOA Suite 10g Oracle SOA Suite 10g Documentation
Program documentation may be accessed online at http://www.oracle.com/technology/documentation.
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4.4 Patches released during last month
Product Patchset/
Bug
Description Release Platform Last Updated
Oracle Application
Server (OAS)
- - - - -
Oracle Fusion
Middleware
(oasp_pf)
- - - - -
Web Cache
(webcach)
- - - - -
Oracle HTTP
Server(OHS) and
mods (httpsrv)
27078378 DELIVER ECC CERTIFICATE SUPPORT
AND OPENSSL 1.0.2M FOR OHS 10G FOR
EBS
10.1.3.5.0 Linux x86 26-Jan-2018
Containers for J2EE
(OC4J)
- - - - -
Oracle Discoverer
(discv_pf)
- - - - -
Oracle Forms - - - - -
Oracle Reports - - - - -
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4.5 Critical Patch Updates and Security Alerts
4.5.1 Active Critical Patch Update
Starting with the year 2005, Critical Patch Updates are the primary means of releasing security fixes for Oracle products. They are
released on the Tuesday closest to the 17th day of January, April, July and October.
General information about the CPU can be found on the Critical Patch Updates Website. Also, for more information please check the
Whitepaper: Critical Patch Update Implementation Best Practices.
Critical Patch Update Description Latest Version/Date
Critical Patch Update - January 2018 Critical Patch Update - January 2018 Rev 6, 12 Feb 2018
Critical Patch Update - October 2017 Critical Patch Update - October 2017 Rev 10, 15 Feb 2018
Critical Patch Update - July 2017 Critical Patch Update - July 2017 Rev 5, 29 Jan 2018
Critical Patch Update - April 2017 Critical Patch Update - April 2017 Rev 5, 20 Jun 2017
Starting with the October 2013 Critical Patch Update, security fixes for Java SE and JRockit are released under the normal Critical
Patch Update schedule.
For earlier versions of Critical Patch Updates and Oracle Java SE Critical Patch Updates please refer to Critical Patch Updates and
Security Alerts page.
Oracle Critical Patch Update - January 2018 – Useful Notes
Critical Patch Update January 2018 Oracle Fusion Middleware Known Issues - Doc ID 2325483.1
Oracle Critical Patch Update January 2018 Documentation Map - Doc ID 2318499.1
Critical Patch Update (CPU) Program January 2018 Patch Availability Document - Doc ID 2325393.1
Oracle Critical Patch Update - October 2017 – Useful Notes
Critical Patch Update October 2017 Oracle Fusion Middleware Known Issues - NOTE 2297774.1
Oracle Critical Patch Update October 2017 Documentation Map – NOTE 2287795.1
Patch Set Update and Critical Patch Update October 2017 Availability Document – NOTE 2296870.1
Oracle Critical Patch Update July 2017 – Useful Notes
Critical Patch Update July 2017 Oracle Fusion Middleware Known Issues - Note 2264624.1
Oracle Critical Patch Update July 2017 Documentation Map – Note 2266249.1
Patch Set Update and Critical Patch Update July 2017 Availability Document – Note 2261562.1
Oracle Critical Patch Update April 2017 – Useful Notes
Critical Patch Update April 2017 Oracle Fusion Middleware Known Issues - Note 2229028.1
Oracle Critical Patch Update April 2017 Documentation Map – Note 2224072.1
Patch Set Update and Critical Patch Update April 2017 Availability Document – Note 2228898.1
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The next four Critical Patch Update release dates are:
17 April 2018
17 July 2018
16 October 2018
15 January 2019
A pre-release announcement will be published on the Thursday preceding each Critical Patch Update release.
Other useful links
Oracle Critical Patch Updates and Security Alerts - Frequently Asked Questions - CPU FAQ
Risk Matrix definitions - Risk Matrix Definitions
Use of Common Vulnerability Scoring System (CVSS) by Oracle - Oracle CVSS Scoring
Information regarding Oracle Security Alerts (included or not in the CPUs) can found on Map of Public Vulnerability to Advisory/Alert
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4.6 Notes created/updated during last month
WEB CACHE
Note Abstract Type Last Update
342626.1
Internet Explorer Fails to Connect to Web Cache Via SSL If SSLV2.0 Is Unchecked -
NZE-29048 PROBLEM 15-Jan-18
744433.1
How to Troubleshoot Problems with Starting Up OracleAS 10g OPMN Managed
Components? TROUBLESHOOTING 19-Jan-18
ORACLE HTTP SERVER
Note Abstract Type Last Update
329456.1
Troubleshooting MOD_OC4J Errors and "oc4j_socket_recvfull timed out" Warning in
the HTTP Server error_log File PROBLEM 22-Jan-18
751219.1
Microsoft Office 2007 Documents Either Do Not Open In Office or Open In Web
Browsers As Zip Files PROBLEM 02-Feb-18
304465.1
Oracle HTTP Server on Unix - "Permission denied: make_sock: could not bind to port
80" PROBLEM 15-Jan-18
1955915.1
SSL Handshake Fails with Browser Errors: ERR_SSL_PROTOCOL_ERROR,
ERR_SSL_FALLBACK_BEYOND_MINIMUM_VERSION,
SSL_ERROR_NO_CYPHER_OVERLAP,
ERR_SSL_WEAK_SERVER_EPHEMERAL_DH_KEY PROBLEM 23-Jan-18
744433.1
How to Troubleshoot Problems with Starting Up OracleAS 10g OPMN Managed
Components? TROUBLESHOOTING 19-Jan-18
ORACLE CONTAINERS FOR J2EE
Note Abstract Type Last Update
417228.1 FAQ: JDBC DataDirect Drivers for Oracle Application Server FAQ 31-Jan-18
329456.1
Troubleshooting MOD_OC4J Errors and "oc4j_socket_recvfull timed out" Warning in
the HTTP Server error_log File PROBLEM 22-Jan-18
744433.1
How to Troubleshoot Problems with Starting Up OracleAS 10g OPMN Managed
Components? TROUBLESHOOTING 19-Jan-18
ORACLE DISCOVERER
Note Abstract Type Last Update
342255.1
How To Remove the "End User Layer" Option Customize Discoverer 10g Or 11g
Connection Page HOWTO 26-Jan-18
434437.1
How To Create a Database SQL Trace Based On Capture Bind Variable For A
Session Alone HOWTO 26-Jan-18
412260.1 Is It Possible To Have Entries In The Page Items Listed In Alphabetic Order ? HOWTO 18-Jan-18
135031.1
When Exporting or Running A Large Query, Discoverer Plus/Viewer Fails With "The
Server is running low on Virtual Memory..." PROBLEM 24-Jan-18
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Note Abstract Type Last Update
2007152.1
CPU Time Not Being Recorded In Disco Stats Table After Upgrading RDBMS To
11.2.x Or Higher PROBLEM 25-Jan-18
ORACLE FORMS
Note Abstract Type Last Update
602001.1 Internet Explorer Crashes When Running Oracle Forms Using JInitiator PROBLEM 23-Jan-18
378344.1
Cannot Run Form From Builder, URL Looks Like
HTTP://127.0.0.1:1276/xqSvRNEFF5n2k4g20EfiQ0rNzLbD7zKNhrSqw4y98gwef8t3 PROBLEM 23-Jan-18
553849.1 Webutil Diagnostic Test Form For Checking Webutil Configuration TROUBLESHOOTING 29-Jan-18
1059999.1 Integrating Forms&Reports - Troubleshooting and Known Issues TROUBLESHOOTING 12-Jan-18
ORACLE REPORTS DEVELOPER
Note Abstract Type Last Update
1395574.1 Getting REP-501 After Database Upgraded to 11g R1 Or Later PROBLEM 12-Jan-18
357042.1 Rep-501 Error, Report Server Stops Communicating with Database PROBLEM 22-Jan-18
1228293.1
REP-110 REP-1070 REP-0110 When Using REPORTS_PATH With Dynamic
Environment Switching PROBLEM 23-Jan-18
839478.1 Reports Server Web Commands Like getserverinfo Fails with REP-52266 PROBLEM 23-Jan-18
785646.1
Rep-56048 Using Desformat=Spreadsheet on Large Reports - How To Avoid It
Using EnhancedSpreadsheet? PROBLEM 09-Feb-18
249522.1
Report Server Cache Directory Is Larger Than CacheSize Parameter When More
Than One Report Server Is Used. PROBLEM 09-Feb-18
1146442.1 Problem in Cell Text Wrapping with Enhancedspreadsheet Desformat PROBLEM 05-Feb-18
262163.1
ORA-29276: 'Transfer Timeout' When Calling Report Via Event-Driven Publishing
API PROBLEM 23-Jan-18
1668811.1
"ld: 0706-006 Cannot find or open library file: -l jvm" While Patch 14029977 is
Relinking the Reports Executables PROBLEM 09-Feb-18
1059999.1 Integrating Forms&Reports - Troubleshooting and Known Issues TROUBLESHOOTING 12-Jan-18
ORACLE BPEL PROCESS MANAGER
Note Abstract Type Last Update
1149705.1
JDeveloper BPEL Connection Test:
oracle.xml.parser.v2.XMLParseException:Expected 'EOF' or Whitespace required PROBLEM 26-Jan-18
957803.1 MQ Adapter Rejects Messages when Inactive Longer than JTA Timeout PROBLEM 05-Feb-18
950646.1
Running BPEL Process Causes "java.lang.OutOfMemoryError: Java heap space" -
Related to Domain auditLevel and collaxa.cube.xml Logging Level PROBLEM 25-Jan-18
1306230.1 Troubleshooting BPEL Process Manager / SOA Suite 10gR3 Installation TROUBLESHOOTING 26-Jan-18
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4.7 Bugs fixed (updated) during this month
BUGS FOR ORACLE WEB CACHE
(Product ID for Oracle Web Cache: 1059)
Id Severity Component Found In Title Date Fixed Platform Available for
platforms
No bugs for Oracle Web Cache
BUGS FOR ORACLE HTTP SERVER
(Product ID for Oracle HTTP Server: 1042)
Id Severity Component Found In Title Date Fixed Platform Available for
platforms
No bugs for Oracle HTTP Server
BUGS FOR ORACLE CONTAINERS FOR J2EE
(Product ID for Oracle Containers for J2EE: 1270)
Id Severity Component Found In Title Date Fixed Platform Available for
platforms
No bugs for Oracle Containers for J2EE
BUGS FOR ORACLE DISCOVERER
(Product ID for Oracle Discoverer: 964)
Id Severity Component Found In Title Date Fixed Platform Available for
platforms
13493320 2 EUL 10.1.2.3 DISCOVERER
EUL5_BATCH_USER.SUBMITJOB
PACKAGESQL VARIABLE TOO SMALL
07-Aug-2012 Linux x86-
64
Generic
11711678 2 USER_JAV 10.1.2.3 DISCOVERER PLUS 10G ERROR AFTER
EXPORT TO EXCEL USING JAVA
1.6.0_23
07-Mar-2011 Linux x86-
64
Generic
BUGS FOR ORACLE FORMS
(Product ID for Oracle Forms: 45)
Id Severity Component Found In Title Date Fixed Platform Available for
platforms
No bugs for Oracle Forms
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BUGS FOR ORACLE REPORTS
(Product ID for Oracle Report Developer: 159)
Id Severity Component Found In Title Date Fixed Platform Available for
platforms
No bugs for Oracle Reports
BUGS FOR ORACLE BPEL PROCESS MANAGER
(Product ID for Oracle BPEL Process Manager: 1669)
Id Severity Component Found In Title Date Fixed Platform Available for
platforms
No bugs for Oracle BPEL Process Manager
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4.8 Diagnostics
Remote Diagnostic Agent (RDA) is a command-line diagnostic tool that is executed by an engine written in the Perl
programming language. RDA provides a unified package of support diagnostics tools and preventive solutions. The data
captured provides Oracle Support with a comprehensive picture of the customer's environment, which aids in problem
diagnosis.
For further details see:
o Note: 314422.1 - Remote Diagnostic Agent (RDA) - Getting Started.
o Note: 330760.1 - Remote Diagnostic Agent (RDA) - Content Modules Man Page
o Note: 1498376.1 - Resolve Problems Faster! Use Remote Diagnostic Agent ( RDA ) - Fusion Middleware and
WebLogic Server
Monitoring tools for the Java Platform – there are some tools that can help you better monitor the Java Platform.
For more information, you can check the following links:
For the 5.0 version: Monitoring and Management for the JavaTM Platform For the 6.0 version: Monitoring and Management for the Java Platform For the 7.0 version: Monitoring and Management for the Java Platform For the 8.0 version: Monitoring and Management for the Java Platform
Below we will present some of the most important tools to use while monitoring:
Oracle JRockit Mission Control Tools - The suite of tools included in Oracle JRockit Mission Control are designed to
monitor, manage, profile, and gain insight into problems occurring in your Java application without requiring the
performance overhead normally associated with these types of tools.
Useful links:
For the R26 and R27 versions of JRockit (JRockit Mission Control 3.1.0), follow the following links:
Welcome to Oracle JRockit Oracle JRockit® Mission ControlTM Client Documentation Using Oracle JRockit Mission Control Tools Introduction to Oracle JRockit Mission Control Client Oracle JRockit Mission Control Client Use Cases Installing Oracle JRockit Mission Control
For the R28 version of JRockit (JRockit Mission Control 4.1), follow the following links:
Oracle JRockit Documentation Oracle® JRockit Mission Control Introduction to Mission Control Client Release 4.1
Java VisualVM is a tool that provides a visual interface for viewing detailed information about Java applications while
they are running on a Java Virtual Machine (JVM), and for troubleshooting and profiling these applications. Various
optional tools, including Java VisualVM, are provided with Sun's distribution of the Java Development Kit (JDK) for
retrieving different types of data about running JVM software instances.
Java VisualVM is bundled with JDK since version 6 update 7 or greater.
More information can be found: - Java VisualVM 6.0 - Java VisualVM 7.0 - Java VisualVM 8.0
One of the monitoring tools is the JConsole. JConsole graphical user interface is a monitoring tool that complies with
the Java Management Extensions (JMX) specification. JConsole uses the extensive instrumentation of the Java Virtual
Machine (Java VM) to provide information about the performance and resource consumption of applications running on
the Java platform.
For more information about JConsole, you can access the links:
For the 5.0 version: Using JConsole For the 6.0 version: Using JConsole For the 7.0 version: Using JConsole
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For the 8.0 version: Using JConsole
Another monitoring tool is jstat - Java Virtual Machine Statistics Monitoring Tool. Jstat is a JVM Statistics Monitoring
Tool that attaches to an instrumented HotSpot Java virtual machine and collects and logs performance statistics as
specified by the command line options.
More on Jstat for Java 5: Jstat More on Jstat for Java 6: Jstat More on Jstat for Java 7: Jstat More on Jstat for Java 8: Jstat
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4.9 References
Oracle Lifetime Support Policy
With Oracle Support, you know up front and with certainty how long your Oracle products are supported. The Lifetime Support Policy
provides access to technical experts for as long as you license your Oracle products and consists of three support stages: Premier
Support, Extended Support, and Sustaining Support. It delivers maximum value by providing you with rights to major product releases
so you can take full advantage of technology and product enhancements. Your technology and your business keep moving forward
together.
Premier Support provides a standard five-year support policy for Oracle Technology and Oracle Applications products. You can extend
support for an additional three years with Extended Support for specific releases or receive indefinite technical support with Sustaining
Support.
Oracle Lifetime Support Policies are:
- Simple
- Predictable
- Flexible
Premier Support
As an Oracle customer, you can expect the best with Premier Support, our award winning, and next generation support program.
Premier Support provides you with maintenance and support of your Oracle Database, Oracle Fusion Middleware, and Oracle
Applications for five years from their general availability date.
You benefit from:
Major product and technology releases
Technical support
Access to Knowledge Base
Updates, fixes, security alerts, data fixes, and critical patch updates
Tax, legal, and regulatory updates
Upgrade scripts
Certification with most new third-party products/versions
Certification with most new Oracle products
And many others
Extended Support
Your technology future is assured with Oracle’s Extended Support. Extended Support lets you stay competitive, with the freedom to
upgrade on your timetable. If you take advantage of Extended Support, it provides you with an extra three years of support for specific
Oracle releases for an additional fee.
You benefit from:
Major product and technology releases
Technical support
Updates, fixes, security alerts, data fixes, and critical patch updates
Tax, legal, and regulatory updates
Upgrade scripts
Certification with most existing third-party products/versions
Certification with most existing Oracle products
Assistance with service requests 24 hours per day, 7 days per week
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Access to My Oracle Support (24 x 7 web-based customer support systems), including the ability to log service requests
online
Non-technical customer service during normal business hours
Grace Period
Since November 2009 some changes on the Software Error Correction Support Policy were introduced, allowing more time for
customers to update to the latest versions.
Grace period is the period of time following the release of a patch set where we create new fixes for both the new and previous patch
set, allowing customer time to plan for and install the new patch set. Grace periods vary by product.
You have up to one year from the initial release of the patch set to install the new patch set, and can receive new bug fixes for the
previous patch set during that time.
Formerly, Oracle required customers to install the last patch set to receive new patches during Extended Support. Now, the beginning
of Extended Support no longer causes an end to patching for the previous patch set - the normal patching end date applies regardless
of when Extended Support starts. This means that customers will always get up to a year and no less than 3 months from its release to
install the last patch set.
Sustaining Support
Sustaining Support puts you in control of your upgrade strategy. When Premier Support expires, if you choose not to purchase Extended
Support, or when Extended Support expires, Sustaining Support will be available for as long as you license your Oracle products. With
Sustaining Support, you receive technical support, including access to our online support tools, knowledgebase’s, and technical support
experts. You benefit from:
Major product and technology releases
Technical support
Access to My Oracle Support/PeopleSoft Customer Connection/BEA eSupport Portal/BID Portal
Fixes, updates, and critical patch updates created during the Premier Support stage
Upgrade scripts created during the Premier Support stage
Tax, legal, and regulatory updates created during the Premier Support period (availability may vary by country and/or
program)
Assistance with service requests, on a commercially reasonable basis, 24 hours per day, 7 days a week
Non-technical customer service during normal business hours
Sustaining Support does not include:
New updates, fixes, security alerts, data fixes, and critical patch updates
New tax, legal, and regulatory updates
New upgrade scripts
Certification with new third-party products/versions
Certification with new Oracle products
24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity Level section
below
Previously released fixes or updates that Oracle no longer supports
For details on the level of technical support included in each of the stages above, please always refer to the “Oracle Software Technical
Support Policies” available from the Oracle Technical Support Policies homepage.
Oracle Corporation, World Headquarters Worldwide Inquiries
500 Oracle Parkway Phone: +1.650.506.7000
Redwood Shores, CA 94065, USA Fax: +1.650.506.7200
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