Oracle Open Source
Support Policies
Effective Date
:
October 11
, 2022
Oracle Open Source Support Policies: 11-October-2022
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TABLE OF CONTENTS
Overview 3
Support Terms 4
Lifetime Support 6
Oracle Open Source Support Levels 6
Additional Oracle Linux and Oracle VM Support Services Available For Purchase 10
Web-Based Customer Support Systems 11
Tools Used To Perform Support Services 11
Global Customer Support Data Protection Practices 11
Severity Definitions 12
Contact Information 13
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OVERVIEW
Unless otherwise stated, these Oracle Open Source Support Policies (formerly known as the Oracle Linux/Oracle
VM Support Policies) apply to support services for Oracle Verrazzano, Oracle Linux and/or Oracle VM programs,
as defined in your Oracle Linux and Oracle VM Services Agreement, Oracle Open Source Support Services
Agreement or Oracle Master Agreement. All patches, bug fixes, and other code received from Oracle as part of
the support services shall be provided under the applicable license terms for the Oracle Linux, Oracle VM and/or
Oracle Verrazzano programs you have downloaded and/or installed. Support services may also include the right
to use certain additional software or tools during the support period for which fees for the support services have
been paid. The license terms for any such software or tools, as well as any limitations associated with them, are
referenced in the program documentation. Oracle supports the Oracle Linux, Oracle VM and Oracle Verrazzano
functionality described in the program documentation, unless the documentation specifically states otherwise.
The program documentation is available at www.oracle.com/documentation. Oracle may release additional
Oracle Linux, Oracle VM and/or Oracle Verrazzano programs for which Oracle Linux, Oracle VM, and/or Oracle
Verrazzano support is limited to installation assistance only. Program availability, bug fixes and security errata
may be made available or removed for these programs as they are released and removed upstream. Certain
channels contain packages that fall exclusively in this category and these channels are listed in the Oracle Linux,
Oracle VM and/or Oracle Verrazzano program documentation available at www.oracle.com/documentation.
In addition to core Linux Programs that you received with Oracle Linux, there are Additional Linux Programs that
are also supported, provided you have a valid Oracle Linux Support subscription. Visit
www.oracle.com/linux/support.html for the additional entitlements and restricted use licenses which are
available at a given support level(s).
Links to third party websites included in Oracle Linux, Oracle VM and Oracle Verrazzano program documentation
do not imply that Oracle supports the functionality described in that 3rd party website.
"You" and "your" refers to the individual or entity that has ordered services from Oracle or an Oracle-authorized
distributor.
To receive services as provided by Oracle Support Services (OSS) and described in the Oracle Open Source
Support Levels section below, all Oracle Linux, Oracle VM, and Oracle Verrazzano programs must be properly
licensed.
Technical support is provided for issues (including issues that you create) that are demonstrable in the currently
supported release(s) of the Oracle Linux or Oracle VM program, running unaltered, and on an appropriate
architecture and hardware configuration, as specified on https://linux.oracle.com/hardware-certifications.
Technical support is provided for issues (including issues that you create) that are demonstrable in the currently
supported release(s) of the Oracle Verrazzano program, running unaltered, and on an appropriate architecture
and hardware configuration, as specified in your order or program documentation.
Oracle will provide support services in accordance with Oracle’s privacy policy available at
http://www.oracle.com/us/legal/privacy/services-privacy-policy-078833.html and Oracle’s Global Customer
Support Security Practices, as referenced below.
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These Oracle Open Source 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 during the support period
(defined below) for which fees for the services have been paid.
To view a comparison of these Oracle Open Source Support Policies and the previous version of the Oracle Open
Source Support Policies (formerly known as Oracle Linux and Oracle VM Support Policies), please refer to the
attached Statement of Changes (PDF).
Use of Services
Services may not be delivered to or accessed by or on behalf of individuals or entities in Venezuela, the Russian
Federation, and Belarus, including, without limitation, the Government of Venezuela, the Government of the
Russian Federation, and the Government of Belarus, nor may the services or any output from the services be used
for the benefit of any such individuals or entities.
SUPPORT TERMS
Oracle Open Source Support Fees
Fees for support services are due and payable 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 support services 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 support. Support will be provided pursuant to the terms of the order under which it is
acquired; however, support fees due under a payment plan are due and payable in accordance with the terms
and conditions of such payment plan.
Support Period
Support services are 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, support terms, including pricing, will reflect either a 12-month or 36-month support
period (the "support period"). Once placed, your order for support services is non-cancelable and the sums paid
are non-refundable, except as provided in the relevant order. Oracle is not obligated to provide support services
beyond the end of the support period.
Service Levels
If acquiring Oracle Linux support services, all of your Oracle supported systems must be supported with any
combination of Oracle Linux Premier Support, Oracle Linux Basic Support, and Oracle Linux Network Support. If
acquiring Oracle VM support services, all of your Oracle supported systems must be supported with Oracle VM
Premier Support. If acquiring Oracle Verrazzano Premier Support, all systems that benefit from Oracle Verrazzano
Premier Support must be supported.
If you use or apply services or materials of a higher service level to a system supported with a lower service level,
or to a system not supported by Oracle, you agree that you have upgraded such system to the higher service
level, and commit to promptly order the appropriate services and pay the difference in fees prorated for the
remainder of the term. For the purposes of calculating the prorated fees, service for the upgraded system will be
deemed to have begun on the date such services or materials were used for, or applied to, such system. For
purposes of this paragraph, the level of Oracle Linux support services ranks as follows from highest to lowest:
Oracle Linux Premier Support, Oracle Linux Basic Support, Oracle Linux Network Support, and no support.
Additionally, the level of Oracle VM support services ranks as follows from highest to lowest: Oracle VM Premier
Support and no support. The level of Oracle Verrazzano support service ranks as follows from highest to lowest:
Oracle Verrazzano Premier Support and no support.
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Technical Contacts
Your technical contacts are the sole liaisons between you and OSS for services of supported programs. 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 Linux operating system, the Oracle VM programs
and/or the Oracle Verrazzano 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
contacts 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 the
services, you must notify OSS whenever technical contact responsibilities are transferred to another individual.
With the order of Oracle Linux, Oracle VM and/or Oracle Verrazzano support services, except Oracle Linux
Network Support, you may designate one primary and four backup individuals ("technical contact"), to serve as
liaisons with OSS. With each USD$250,000 in net support fees, you have the option to designate an additional
two primary and four 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.
First and Second Line 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; however please do not provide Oracle with access to any health, payment card,
or other sensitive data that requires protections greater than those specified in the Global Customer Support
Services Practices section below.
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.
Right to Desupport
It may become necessary as a part of Oracle's support lifecycle to desupport certain Oracle Linux, Oracle VM
and/or Oracle Verrazzano program releases and, therefore, Oracle reserves that right. However, Oracle Linux,
Oracle VM and/or Oracle Verrazzano program releases that are expressly identified in the attached “Lifetime
Support Policy: Coverage for Oracle Open Source Software” (PDF) document will be governed by the terms of the
Lifetime Support policy. Desupport information is subject to change.
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LIFETIME SUPPORT
Lifetime Support consists of the following service levels:
Oracle Linux Premier Support, Oracle Linux Basic Support, Oracle Linux Network Support, Oracle VM
Premier Support, and Oracle Verrazzano Premier Support
Oracle Linux Extended Support and Oracle VM Extended Support (when offered)
Sustaining Support for Oracle Linux, Sustaining Support for Oracle VM, and Sustaining Support for Oracle
Verrazzano
A description of the services available under Oracle Linux Premier Support, Oracle Linux Basic Support, Oracle
Linux Network Support, Oracle VM Premier Support, Oracle Verrazzano Premier Support, Oracle Linux Extended
Support, Oracle VM Extended Support, Sustaining Support for Oracle Linux, Sustaining Support for Oracle VM,
and Sustaining Support for Oracle Verrazzano is included in the Oracle Open Source Support Levels section below;
and as specified in the program documentation as described in the Overview section above.
When offered, Oracle Linux Premier Support, Oracle Linux Basic Support, and Oracle Linux Network Support for
Oracle Linux program releases 5, 6, 7, 8, and 9 will be available for ten years from the date a release of the Oracle
Linux program becomes generally available. For all other Oracle Linux program releases, Oracle Linux Premier
Support, Oracle Linux Basic Support, and Oracle Linux Network Support be will be available for eight years from
the date a release of the Oracle Linux program becomes generally available. If offered, support for Oracle Linux
program releases may be extended for additional years with Oracle Linux Extended Support. In addition to the
technical support fee for Oracle Linux Premier Support, a fee for Oracle Linux Extended Support applies for each
support period for which Oracle Linux Extended Support is purchased. If offered, support may be extended with
Sustaining Support for Oracle Linux, which will be available for as long as you maintain Oracle Linux Premier
Support for your Oracle Linux programs.
When offered, Oracle VM Premier Support will be available for eight years from the date a release of the Oracle
VM program becomes generally available. If offered, support for Oracle VM programs may be extended for an
additional three years with Oracle VM Extended Support. In addition to the technical support fee for Oracle VM
Premier Support, a fee for Oracle VM Extended Support applies for each support period for which Oracle VM
Extended Support is purchased. If offered, support may be extended with Sustaining Support for Oracle VM which
will be available for as long as you maintain Oracle VM Premier Support for your Oracle VM programs.
When offered, Oracle Verrazzano Premier Support will be available for a minimum of two years from the date a
release of the Oracle Verrazzano program becomes generally available. If offered, support may be extended with
Sustaining Support for Oracle Verrazzano which will be available for as long as you maintain Oracle Verrazzano
Premier Support for your Oracle Verrazzano programs.
Refer to the “Lifetime Support Policy: Coverage for Oracle Open Source Software" (PDF) document for specific
Oracle Linux, Oracle VM, and/or Oracle Verrazzano program releases that are, or will be covered by the Lifetime
Support Policy.
ORACLE OPEN SOURCE SUPPORT LEVELS
Oracle Linux Premier Support
Oracle Linux Premier Support consists of:
Unlimited service requests
1
Access to patches, fixes, security patches and security alerts
Access to certain security patches that may be applied while your supported systems are operating and
that do not require a system reboot
2
24x7 access to My Oracle Support (web-based customer support system), including the ability to log
service requests online
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24x7 access to Oracle Unbreakable Linux Network
Hardware certification
3
Backport of fixes, using commercially reasonable efforts, for any Oracle Linux program listed on the
backport schedule and released from Oracle for a period of six months from the date the next release of
the Oracle Linux program becomes generally available; the Backport Schedule is available at
http://linux.oracle.com/backport-schedule.html
Notes:
1. Service request assistance also includes, but is not limited to, support topics as provided in the Scope of
Coverage (PDF) document. Oracle Linux Premier Support also includes support for existing customer Red
Hat Enterprise Linux (RHEL) or CentOS installations. For CentOS installations, Oracle will only support
systems that are based on CentOS Linux, not CentOS Stream. Support for RHEL and CentOS is limited to
the packages and versions provided on the Oracle Linux installation media and the topics identified in
the Scope of Coverage (PDF) document. All security and bug fix errata and other updates will be Oracle
Linux binaries. However, such binaries are fully compatible and will work without any full system
reinstallation or other coding changes.
2. Oracle has made available at http://linux.oracle.com/ certain tools that are required to enable the
applicable security patches to be applied to your supported systems while such supported systems are
operating. These tools are subject to the “Tools Used to Perform Support Services” section below and
may be licensed under separate license terms. Your use of the tools is voluntary; however, if you do not
use the tool (a) you will not be able to download and apply security patches while your supported system
is operating, and (b) you will be required to reboot the supported systems in order to apply the security
patch.
3. Hardware certification will be provided for the first six years from the date a release of the Oracle Linux
program becomes generally available. After six years, hardware certification may be provided at Oracle's
sole discretion; however, Oracle is under no obligation to provide hardware certification for versions of
Oracle Linux that are more than six years old.
Oracle Linux Basic Support
Oracle Linux Basic Support consists of:
Unlimited service requests
1
Access to patches, fixes, security patches and security alerts
24x7 access to My Oracle Support (web-based customer support system), including the ability to log
service requests online
24x7 access to Oracle Unbreakable Linux Network
Hardware certification
2
Notes:
1. Service request assistance also includes, but is not limited to, support topics as provided in the attached
Scope of Coverage (PDF) document. Oracle Linux Basic Support also includes support for existing
customer Red Hat Enterprise Linux (RHEL) or CentOS installations. For CentOS installations, Oracle will
only support systems that are based on CentOS Linux, not CentOS Stream. Support for RHEL and CentOS
is limited to the packages and versions provided on the Oracle Linux installation media and the topics
identified in the Scope of Coverage (PDF) document. All security and bug fix errata and other updates will
be Oracle Linux binaries. However, such binaries are fully compatible and will work without any full system
reinstallation or other coding changes.
2. Hardware certification will be provided for the first six years from the date a release of the Oracle Linux
program becomes generally available. After six years, hardware certification may be provided at Oracle's
sole discretion; however Oracle is under no obligation to provide hardware certification for versions of
Oracle Linux that are more than six years old.
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Oracle Linux Network Support- EFFECTIVE 06/01/22, no longer available for sale or renewal
Oracle Linux Network Support consists of:
Access to patches, fixes, security patches and security alerts
24x7 access to Oracle Unbreakable Linux Network
Oracle VM Premier Support
Oracle VM Premier Support consists of:
Unlimited service requests
1
Access to patches, fixes, security patches and security alerts
24x7 access to My Oracle Support (web-based customer support system), including the ability to log
service requests online
24x7 access to Oracle Unbreakable Linux Network
Hardware certification
2
Backport of fixes, using commercially reasonable efforts, for any Oracle VM program listed on the
backport schedule and released from Oracle for a period of six month from the date the next release of
the Oracle VM program becomes generally available; the Backport Schedule is available at
http://linux.oracle.com/backport-schedule.html
Notes:
1. Service request assistance also includes, but is not limited to, support topics as provided in the attached
Scope of Coverage (PDF) document.
2. Hardware certification will be provided for the first four years from the date a release of the Oracle VM
program becomes generally available. After four years, hardware certification may be provided at Oracle's
sole discretion; however Oracle is under no obligation to provide hardware certification for versions of
Oracle Linux that are more than four years old.
Oracle Verrazzano Premier Support
Oracle Verrazzano Premier Support consists of:
• Unlimited service requests
• Access to patches, fixes, and security patches
• 24x7 access to My Oracle Support (web-based customer support system), including the ability to log
service requests online
Oracle Linux and Oracle VM Extended Support
Oracle Linux and Oracle VM Extended Support may be offered for certain supported Oracle Linux and Oracle VM
program releases after Oracle Linux Premier Support or Oracle VM Premier Support expires. Please see Oracle’s
Lifetime Support Policies for more information. When Oracle Linux or Oracle VM Extended Support is offered, it
is generally available for the terminal codeline release of a program.
Oracle Linux Extended Support – Oracle Linux program releases eligible for Oracle Linux Extended Support will
receive Oracle Linux Premier Support limited to the following:
Unlimited service requests
1
Access to patches and fixes for critical security errata and select high-impact critical bug fixes. These
updates will be limited to the packages listed on the inclusion list at
http://linux.oracle.com/es/packagelist.html
Access to certain security patches that may be applied while your supported systems are operating and
that do not require a system reboot
2
24x7 access to My Oracle Support (web-based customer support system), including the ability to log
service requests online
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24x7 access to Oracle Unbreakable Linux Network
Oracle Linux Extended Support does not include:
Hardware certification
Backport of fixes
Notes:
1. Service request assistance also includes, but is not limited to, support topics as provided in the attached
Scope of Coverage (PDF) document. Oracle Linux Extended Support also includes support for existing
customer Red Hat Enterprise Linux (RHEL) or CentOS installations. For CentOS installations, Oracle will
only support systems that are based on CentOS Linux, not CentOS Stream. Support for RHEL and CentOS
is limited to the packages and versions provided on the Oracle Linux installation media and the topics
identified in the Scope of Coverage (PDF) document. All security and bug fix errata and other updates will
be Oracle Linux binaries. However, such binaries are fully compatible and will work without any full system
reinstallation or other coding changes.
2. Oracle has made available at http://linux.oracle.com/ certain tools that are required to enable the
applicable security patches to be applied to your supported systems while such supported systems are
operating. These tools are subject to the “Tools Used to Perform Support Services” section below and
may be licensed under separate license terms. Your use of the tools is voluntary; however, if you do not
use the tool (a) you will not be able to download and apply security patches while your supported system
is operating, and (b) you will be required to reboot the supported systems in order to apply the security
patch.
Oracle VM Extended Support – Oracle VM program releases eligible for Oracle VM Extended Support will receive
Oracle VM Premier Support limited to the following:
Assistance with service requests 24 hours per day, 7 days a week
Access to Oracle VM software patches and fixes for critical security errata and select high-impact critical
bug fixes
24x7 access to My Oracle Support (web-based customer support system), including the ability to log
service requests online
24x7 access to Oracle Unbreakable Linux Network
Oracle VM Extended Support does not include:
Hardware certification
Backport of fixes
Sustaining Support
Sustaining Support will 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.
Sustaining Support for Oracle Linux – Oracle Linux program releases eligible for Sustaining Support for Oracle
Linux will receive Oracle Linux Premier Support limited to the following:
Access to patches, fixes, security patches and security alerts created during the Oracle Linux Premier
Support period and Oracle Linux Extended Support period (if offered and only after the Oracle Linux
Extended Support period ends)
Access to certain security patches created during the Oracle Linux Premier Support period that may be
applied while your supported systems are operating and that do not require a system reboot
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24x7 access to My Oracle Support (web-based customer support system), including the ability to log
service requests online
24x7 access to Oracle Unbreakable Linux Network
Sustaining Support for Oracle Linux does not include:
New patches, fixes, security patches and security alerts
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 Oracle VM - Oracle VM program releases eligible for Sustaining Support for Oracle VM will
receive Oracle VM Premier Support limited to the following:
Access to patches, fixes, security patches and security alerts created during the Oracle VM Premier
Support period and Oracle VM Extended Support period (if offered and only after the Oracle VM Extended
Support period ends)
24x7 access to My Oracle Support (web-based customer support system), including the ability to log
service requests online
24x7 access to Oracle Unbreakable Linux Network
Sustaining Support for Oracle VM does not include:
New patches, fixes, security patches and security alerts
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 Oracle Verrazzano– Oracle Verrazzano program releases eligible for Sustaining Support
for Oracle Verrazzano will receive Oracle Verrazzano Premier Support limited to the following:
• Access to patches, fixes, and security patches created during the Oracle Verrazzano Premier Support
period
• 24x7 access to My Oracle Support (web-based customer support system), including the ability to log
service requests online
Sustaining Support for Oracle Verrazzano does not include:
• New patches, fixes, security patches and security alerts
• 24 hour commitment and response guidelines for Severity 1 service requests as defined in the Severity
Level section below
ADDITIONAL ORACLE LINUX AND ORACLE VM SUPPORT SERVICES AVAILABLE
FOR PURCHASE
Oracle Priority Support for Oracle Linux or Oracle VM
If you acquire Oracle Priority Support on your order, Oracle will provide Oracle Priority Support as described here.
Oracle Priority Support Advantage
If you acquire Oracle Priority Support Advantage on your order, Oracle will provide Oracle Priority Support
Advantage as described here.
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WEB-BASED CUSTOMER SUPPORT SYSTEMS
My Oracle Support
My Oracle Support is Oracle’s customer support web site for Oracle Linux, Oracle VM, and Oracle Verrazzano
support. Access to My Oracle Support is governed by the Oracle Support Portal Terms of Use posted on the My
Oracle Support web site. The Oracle Support Portal Terms of Use are subject to change at Oracle’s discretion.
Access to My Oracle Support is limited to your designated technical contacts.
Oracle Unbreakable Linux Network
Access to the Oracle Unbreakable Linux Network is included with Oracle Linux Premier Support, Oracle Linux
Basic Support, Oracle Linux Network Support, and Oracle VM Premier Support.
TOOLS USED TO PERFORM 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 Oracle Support Portal 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”). The tools will 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 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.
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.
GLOBAL CUSTOMER SUPPORT DATA PROTECTION PRACTICES
To the extent you provide personal information to Oracle as part of Oracle’s provision of technical support
services, Oracle will comply with the following:
Oracle’s Services Privacy Policy, available at https://www.oracle.com/legal/privacy/services-privacy-
policy.html; and
the applicable version of the Oracle Data Processing Agreement for Oracle Services, available at
https://www.oracle.com/corporate/contracts/cloud-services/contracts.html#data-processing
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In providing technical support services, Oracle will also adhere to the applicable administrative, physical, technical
and other safeguards described in Oracle’s Global Customer Support Security Practices. 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 Security Practices during the services period of these technical support
services. You are advised to review these Global Customer Support Security Practices from time to time. To view
changes that have been made, please refer to the attached Statement of Changes (PDF).
Please note that the technical support services are not designed to accommodate special security or privacy
controls that may be required to store or process certain types of sensitive data. Please ensure that you do not
submit any sensitive data, such as protected health information, or payment card data, which requires security
and privacy controls greater than or different from those specified in the Global Customer Support Security
Practices. Information on how you can remove sensitive data from your submission is available in My Oracle
Support, Doc ID 1227943.1.
Notwithstanding the restriction above, if you would like to submit personal information subject to Applicable
European Data Protection Law (as such term is defined in the Oracle Data Processing Agreement for Oracle
Services) or protected health information (“PHI”) subject to the United States Health Insurance Portability and
Accountability Act (“HIPAA”) to Oracle as part of receiving technical support services, you must:
For PHI, execute a HIPAA business associate agreement (as applicable) with Oracle that specifically
references and covers your technical support services;
Submit personal information subject to Applicable European Data Protection Law or PHI only in service
request attachments on the My Oracle Support customer portal;
Not include any personal information subject to Applicable European Data Protection Law or PHI in the
body of service requests (other than contact information required for Oracle to respond to the service
request);
When prompted in My Oracle Support, indicate that the service request attachment may contain
personal information subject to Applicable European Data Protection Law (also may be designated as
EEA Personal Data” in My Oracle Support) or PHI.
SEVERITY DEFINITIONS
Service requests may be submitted by you either online through My Oracle Support or by telephone. The service
request severity level is selected by you and Oracle and should be based on the following severity definitions:
Severity 1 (Critical Outage)
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
Reasonable efforts will be made to respond to Severity 1 service requests within one hour. OSS will work 24x7
until the issue is resolved or as long as useful progress can be made. 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.
Severity 2 (Significant Impairment)
You experience a severe loss of service. Important features are unavailable with no acceptable workaround;
however, operations can continue in a restricted fashion.
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Reasonable efforts will be made to respond to Severity 2 service requests within four business hours. Status
updates will be provided every three business days, unless otherwise agreed.
Severity 3 (Technical Issue)
You experience a minor loss of service. The impact is an inconvenience, which may require a workaround to
restore functionality.
Reasonable efforts will be made to respond to Severity 3 service requests within four business hours. Status
updates will be provided as necessary, unless otherwise agreed.
Severity 4 (General Guidance)
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.
Reasonable efforts will be made to respond to Severity 4 service requests within four business hours. Status
updates will be provided as necessary, unless otherwise agreed.
CONTACT INFORMATION
Phone numbers and contact information for Oracle Linux, Oracle VM, and Oracle Verrazzano support can be
found on Oracle’s support web site located here.
