Oracle Linux and Oracle VM Support Policies ~ Statement of Changes Effective Date: 20-April-2018 This section describes the changes made to the Oracle Linux and Oracle VM Support Policies dated January 27, 2017 and reflected in the Oracle Linux and Oracle VM Support Policies dated April 20, 2018: In the first paragraph, before the last sentence, inserted, The program documentation also includes a list of additional programs that are supported under each service level of Oracle Linux Support or Oracle VM Support. Lifetime Support In the first sentence of the second paragraph, replaced, Technical with, Linux and Oracle VM Added, and as specified in Section 1 above, in the program documentation. to the end of the first sentence in the second paragraph In the fifth paragraph, deleted, attached In the first note, deleted, attached Web-Based Customer Support Systems My Oracle Support Added, My Oracle Support is Oracle s customer support web site for Oracle Linux and Oracle VM support. To the beginning of the first paragraph In the second sentence, added a hyperlink to, Oracle Support Portal Terms of Use and deleted, which are subject to change Inserted, The Oracle Support Portal Terms of Use are subject to change at Oracle s discretion. as a new second sentence. Deleted, and is included with Oracle Linux Premier Support, Oracle Linux Basic Support, and Oracle VM Premier Support. from the final sentence. Tools Used to Perform Support Services In the first paragraph, in the second sentence, deleted, My and added a hyperlink to, Oracle Support Portal Terms of Use January 27, 2017 At the end of the first paragraph, added The program documentation is available at www.oracle.com/documentation. At the end of the fifth bullet deleted, and Deleted the seventh bullet point Oracle Linux and Oracle VM Support Levels Sustaining Support Sustaining Support for Oracle VM Deleted the fourth bullet point April 4, 2016 Oracle Linux and Oracle VM Support Policies Statement of Changes Page 1 of 10
Lifetime Support In the first paragraph, added a new second bullet for Oracle Linux Extended Support In the second paragraph, added, Oracle Linux Extended Support after Oracle VM Premier Support In the third paragraph, added, If offered, support for Oracle Linux program releases 5, 6, and 7 may be extended for an additional three 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. as the second to last sentence. Oracle Linux and VM Support Levels Oracle Linux Premier Support In Note 1, added, Oracle Linux Premier Support also includes support for existing customer Red Hat Enterprise Linux (RHEL) or CentOS installations. 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 will be Oracle Linux binaries. However, such binaries are fully compatible and will work without any reinstallation or other coding changes. Oracle Linux and VM Support Levels Oracle Linux Basic Support In Note 1, added, Oracle Linux Basic Support also includes support for existing customer Red Hat Enterprise Linux (RHEL) or CentOS installations. 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 will be Oracle Linux binaries. However, such binaries are fully compatible and will work without any reinstallation or other coding changes. Oracle Linux and VM Support Levels Oracle Linux Extended Support Added a new section for the Oracle Linux Extended Support offering November 16, 2015 Additional Support Services Available for Purchase Oracle Priority Support Advantage July 15, 2015 At the end of the first paragraph added The Oracle Linux and Oracle VM 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, will be referenced in the program documentation. Lifetime Support In the first sentence of the third paragraph, added and 7 after 5,6 Oracle Linux and Oracle VM Support Levels Oracle Linux Premier Support Removed bullets eight, nine and ten specific to Oracle Management Pack for Linux, Oracle Clusterware for Linux and Oracle Enterprise Manager Ops Center. Information on additional software and tools included as part of the support services can be found in the program documentation located at http://oracle.com/documentation Oracle Linux and Oracle VM Support Levels Oracle Linux Basic Support Oracle Linux and Oracle VM Support Policies Statement of Changes Page 2 of 10
Under Sustaining Support for Oracle Linux, removed bullets five, six and seven specific to Oracle Management Pack for Linux, Oracle Clusterware for Linux and Oracle Enterprise Manager Ops Center. Information on additional software and tools included as part of the support services can be found in the program documentation located at http://oracle.com/documentation Oracle Linux and Oracle VM Support Levels Oracle Linux Network Support Removed the third bullet specific to Oracle Enterprise Manager Ops Center. Information on additional software and tools included as part of the support services can be found in the program documentation located at http://oracle.com/documentation Oracle Linux and Oracle VM Support Levels Sustaining Support Removed bullets eight, nine and ten specific to Oracle Management Pack for Linux, Oracle Clusterware for Linux and Oracle Enterprise Manager Ops Center. Information on additional software and tools included as part of the support services can be found in the program documentation located at http://oracle.com/documentation January 30, 2015 Modified the first paragraph as follows: o In the first sentence, replaced supported with Oracle Linux and/ or Oracle VM before programs and added Oracle Master Agreement o Changed the second sentence from Use of all patches, bug fixes, and other code received from Oracle as part of the support services is governed by the following terms of the agreement that you accepted upon downloading and/or installing the Oracle Linux and/or Oracle VM program(s): (i) the terms in Section A Terms for Oracle Linux; (ii) the terms in Section B Terms for Oracle VM-Server; and (iii) the terms in Section C Terms for Oracle VM-Manager to All patches, bug fixes, and other code received from Oracle as part of the support services shall be provided under the terms of the appropriate license agreement that you accepted upon downloading and/ or installing the Oracle Linux and/ or Oracle VM programs(s). October 13, 2014 At the end of the fourth paragraph, removed the last sentence Supported release information for the Oracle Linux and Oracle VM programs is available on http://linux.oracle.com/supported.html Oracle Linux and Oracle VM Support Levels Oracle Linux Premier Support Under the seventh bullet, removed 2, after Backport of fixes Under the sixth bullet, (i) removed 2, after Backport of fixes and (ii) added the Backport Schedule is available at http://linux/oracle.com/backport-schedule.html Additional Support Services Available for Purchase The offering name has been changed from Priority Service for Oracle Linux or Oracle VM to Oracle Priority Support for Oracle Linux or Oracle VM and the service description has been moved to Oracle.com Global Customer Support Security Practices At the end of the first paragraph, the URL to the Statement of Changes was updated Oracle Linux and Oracle VM Support Policies Statement of Changes Page 3 of 10
April 4, 2014 Table of Contents Sections within the Oracle Linux and Oracle VM Support Policies have been numbered for ease of reference In the fifth paragraph, added reference to Oracle s Global Customer Support Security Practices Support Terms Oracle Linux and Oracle VM Support Fees In the first sentence, (i) replaced ordering document with order, (ii) replaced financing or payment contract with payment plan, financing or leasing agreement and (iii) added ( payment plan ) In the second sentence, added payment or before commitment Added a new fourth sentence Support Terms - Support Period In the first and second sentences, changed ordering document to order Changed the fourth sentence from All support services ordered for a support period and the related fees are non-cancelable and non-refundable to Once placed, your order for support services is non-cancelable and the sums paid non-refundable, except as provided in the relevant order Support Terms - Payment Plan, Financing, and Leasing Agreements This section deleted (content incorporated into Oracle Linux and Oracle VM Support Fees section) Support Terms - First and Second Line Support In the first sentence of the second paragraph, replaced of with for before the supported programs In the second sentence of the second paragraph, removed capitalization of section after Global Customer Support Security Practices Lifetime Support Content moved from the Support Terms section into a separate section Oracle Linux and Oracle VM Support Levels Sustaining Support Added an introductory paragraph Additional Support Services Available for Purchase Tools Used to Perform Support Services In the first sentence of the last paragraph, replaced ordering document with order July 9, 2013 Oracle Linux and Oracle VM Support Levels Priority Service for Oracle Linux or Oracle VM Replaced Advanced Support Delivery Manager and ASDM with Technical Account Manager and TAM throughout this section Global Customer Support Security Practices In the first sentence of the second paragraph added replaced GCS with global customer support Oracle Linux and Oracle VM Support Policies Statement of Changes Page 4 of 10
November 1, 2012 Oracle Linux and Oracle VM Support Levels Priority Service for Oracle Linux or Oracle VM This section was re-written in its entirety May 1, 2012 Oracle Linux and Oracle VM Support Levels Oracle Linux Premier Support Added a new tenth bullet for Oracle Enterprise Manager Ops Center Oracle Linux and Oracle VM Support Levels Oracle Linux Basic Support Added a new eighth bullet for Oracle Enterprise Manager Ops Center Oracle Linux and Oracle VM Support Levels Oracle Linux Network Support Added a new third bullet for Oracle Enterprise Manager Ops Center Added a new seventh bullet for Oracle Enterprise Manager Ops Center Oracle Linux and Oracle VM Support Levels Sustaining Support Under Sustaining Support for Oracle Linux, added a new seventh bullet for Oracle Enterprise Manager Ops Center Under Sustaining Support for Oracle VM, added a new fourth bullet for Oracle Enterprise Manager Ops Center Contact Information Modified hyperlink April 12, 2012 In the February 15, 2012 update to the Oracle Linux and Oracle VM Support Policies, the hardware certification time frame in Note 2 was changed in error. The hardware certification time frame should be four (4) years and not six (6) years. This has been corrected in the April 12, 2012 update. February 15, 2012 Added new fourth paragraph Support Terms Right to Desupport Section moved Support Terms Lifetime Support Oracle Linux and Oracle VM Support Levels Oracle Linux Premier Support Moved content to Lifetime Support section Added content regarding security patches that may be applied while the system is operating Oracle Linux and Oracle VM Support Policies Statement of Changes Page 5 of 10
Clarified time frame for backport of fixes Modified the Notes section- (i) deleted the first two sentences from Note 1, (ii) deleted Note 2 regarding bug fixes, (iii) updated hardware certification time frame from 4 to 6 years, (iv) added content regarding security patches detailed above, (v) deleted Note 4 regarding Lifetime Support Oracle Linux and Oracle VM Support Levels Oracle Linux Basic Support Moved content to Lifetime Support section Modified the Notes section- (i) deleted the first two sentences from Note 1, (ii) deleted Note 2 regarding bug fixes, (iii) updated hardware certification time frame from 4 to 6 years, (iv) deleted Note 4 regarding Lifetime Support Oracle Linux and Oracle VM Support Levels Oracle Linux Network Support Moved content to Lifetime Support section Moved content to Lifetime Support section Clarified time frame for backport of fixes Modified the Notes section- (i) deleted the first two sentences from Note 1, (ii) deleted Note 2 regarding bug fixes, (iii) updated hardware certification time frame from 4 to 6 years, (iv) deleted Note 4 regarding Lifetime Support Oracle Linux and Oracle VM Support Levels Sustaining Support Severity Definitions Replaced pager with phone in the Severity 1 section December 20, 2011 Support Terms Right to Desupport Section modified in its entirety First and Second Line Support In the second paragraph, (i) language was added to the end of the second sentence regarding sensitive data and (ii) the third sentence was deleted Tools Used to Perform Support Services Section updated in its entirety Global Customer Support Security Practices September 23, 2011 In the second paragraph added Oracle before authorized distributor In the fourth paragraph, updated the URL to Oracle s privacy policy In the sixth paragraph, revised for clarification Support Terms Service Levels Moved the last paragraph to the Priority Services section Oracle Linux and Oracle VM Support Policies Statement of Changes Page 6 of 10
Oracle Linux and Oracle VM Support Levels Priority Service for Oracle Linux or Oracle VM Added two new paragraphs to the end of this section Oracle Linux and Oracle VM Support Levels Priority Service Desk for Oracle Linux or Oracle VM Deleted this section as this service is no longer available for sale Tools Used to Perform Support Services Section renamed (formerly Oracle Collaborative Support ) New content added Contact Information Updated URL September 20, 2010 General Document name change from Enterprise Linux and Oracle VM Support Policies to Oracle Linux and Oracle VM Support Policies References to Enterprise Linux changed to Oracle Linux throughout document Oracle Linux and Oracle VM Support Levels ~ Oracle Linux Premier Support Added right to use Oracle Clusterware for Oracle Unbreakable Linux Oracle Linux and Oracle VM Support Levels ~ Oracle Linux Basic Support Added right to use Oracle Clusterware for Oracle Unbreakable Linux December 21, 2009 Removed the following paragraph Enterprise Linux and Oracle VM programs include technical limitations such that 32 bit x86 platforms with greater than 32 cores or hyperthreads and 64 bit x86 platforms with greater than 64 cores or hyperthreads are not eligible to receive Enterprise Linux or Oracle VM support services. Support Terms ~ Enterprise Linux and Oracle VM Support Fees Replaced as designated by you with that you designate in the third sentence. Support Terms ~ Technical Contacts Replaced should with must in the third and fourth sentences of the first paragraph. Support Terms ~ First and Second Line Support Replaced such access is not provided by you when requested by Oracle with you do not provide such access at Oracle s request in the third sentence of the second paragraph. Replaced the functions with as in the third paragraph. Enterprise Linux and Oracle VM Support Levels ~ Enterprise Linux Premier Support Modified the availability of Enterprise Linux Premier Support from 5 years to 8 years; Sustaining Support will now be available starting in year 9. Replaced OracleMetaLink with My Oracle Support. Removed references to Extended Support as it will no longer be offered. In the Notes section: o Note #1 - replaced created by you with that you create in the first sentence. Oracle Linux and Oracle VM Support Policies Statement of Changes Page 7 of 10
o o o Note #2 - added of an Enterprise Linux program. Note #3 - modified hardware certification from 3 years to 4 years. Note #4 added any after because in the second sentence. Enterprise Linux and Oracle VM Support Levels ~ Enterprise Linux Basic Support Modified the availability of Enterprise Linux Basic Support from 5 years to 8 years. Replaced OracleMetaLink with My Oracle Support. Removed references to Extended Support as it will no longer be offered. In Notes section: o Note #1 - replaced created by you with that you create in the first sentence. o Note #2 - added of an Enterprise Linux program. o Note #3, modified hardware certification from 3 years to 4 years. Enterprise Linux and Oracle VM Support Levels ~ Enterprise Linux Network Support Modified the availability of Enterprise Linux Network Support from 5 years to 8 years. Enterprise Linux and Oracle VM Support Levels ~ Oracle VM Premier Support Modified the availability of Oracle VM Premier Support from 5 years to 8 years. Replaced OracleMetaLink with My Oracle Support. Removed references to Extended Support as it will no longer be offered. In Notes section: o Note #1 - replaced created by you with that you create in the first sentence. o Note #2 - added of an Oracle VM program. o Note #3 - modified hardware certification from 3 years to 4 years. o Note #4 - added any after because in the second sentence. Web-Based Customer Support Systems Replaced OracleMetaLink with My Oracle Support. Severity Definitions Replaced OracleMetaLink with My Oracle Support September 1, 2009 This section describes the changes made to the Enterprise Linux Support Policies dated April 3, 2009 and reflected in the Enterprise Linux and Oracle VM Support Policies dated September 1, 2009: Removed references to Enterprise Linux and Oracle VM and Enterprise Linux and/or Oracle VM and replaced with services. The change is to align with the services definition in the Oracle Enterprise Linux and Oracle VM Services Agreement. Updated Oracle s privacy policy link. Updated the second to the last paragraph regarding material reduction Support Terms Enterprise Linux and Oracle VM Support Fees Removed references to Enterprise Linux and/or Oracle VM before support services. Support Terms Support Period Removed reference to Enterprise Linux and/or Oracle VM before support services. Removed unless your Enterprise Linux and/or Oracle VM support contract is renewed on or before the service expiration date from the end of the last sentence Service Levels In the third paragraph, added reference to Priority Service Desk for Enterprise Linux or Oracle VM. Oracle Linux and Oracle VM Support Policies Statement of Changes Page 8 of 10
Technical Contacts In the first paragraph, removed references to Enterprise Linux and/or Oracle VM support. Modified the second and third sentences of the first paragraph. Payment Plan, Financing, and Leasing Agreements Removed references to Enterprise Linux and/or Oracle VM support. Right to Desupport Combined and modified the first two sentences of this section. First and Second Line Support Removed It is the recommended standard that you in the first paragraph and replaced with You are required to. In the second paragraph, made the following changes: o In the first sentence replaced shall with may. o In the third sentence replaced ensure with warrant and removed Enterprise Linux and/or Oracle VM support. Replaced include but note be limited to with consist of. Enterprise Linux and Oracle VM Support Levels ~ Enterprise Linux Basic Support Modified the fifth bullet under the first paragraph Hardware certification to reference note #3; added note #3 to the Notes section. Enterprise Linux and Oracle VM Support Levels ~ Priority Service for Enterprise Linux or Oracle VM Modified the fourth bullet under Priority Service for Enterprise Linux or Oracle VM to reflect updated Oracle Support Delivery Manager description. Modified the last paragraph regarding substitution/replacement of an SDM. Enterprise Linux and Oracle VM Support Levels ~ Priority Service for Enterprise Linux or Oracle VM Added new section - Priority Service Desk for Enterprise Linux or Oracle VM. April 3, 2009 This section describes the changes made to the Enterprise Linux Support Policies dated November 14, 2007 and reflected in the Enterprise Linux and Oracle VM Support Policies dated April 3, 2009: Service Levels Updated to include service level requirements for Priority Service for Enterprise Linux and Oracle VM. Enterprise Linux and Oracle VM Support Levels Added Priority Service for Enterprise Linux and Oracle VM support level description. November 14, 2007 This section describes the changes made to the Enterprise Linux Support Policies dated May 11, 2007 and reflected in the Enterprise Linux and Oracle VM Support Policies dated November 14, 2007: Entire Document Updated entire policy document, including the title, to include references to Oracle VM. Technical Contacts Updated section to include technical contact information previously included in the Maximizing Technical Support section. Oracle Linux and Oracle VM Support Policies Statement of Changes Page 9 of 10
Enterprise Linux and Oracle VM Support Levels Increased availability for Enterprise Linux Network Support from three (3) years from general availability of a release to five (5 years). Added Oracle VM Premier Support service description. Maximizing Technical Support Section removed. Information contained within this section has been re-located to other sections within the policies. May 11, 2007 This section describes the changes made to the Enterprise Linux Support Policies dated March 2, 2007 and reflected in the Enterprise Linux Support Policies dated May 11, 2007: Enterprise Linux Support Levels Removed limitation of Enterprise Linux Premier Support and Enterprise Linux Basic Support from being available to existing customer installations only. March 2, 2007 This section describes the changes made to the Enterprise Linux Support Policies dated February 1, 2007 and reflected in the Enterprise Linux Support Policies dated March 2, 2007: Enterprise Linux Support Levels Updated the Backport Schedule available under Enterprise Linux Premier Support. Added the right to use Oracle Management Pack for Linux when purchasing Enterprise Linux Premier Support or Enterprise Linux Basic Support. February 1, 2007 This section describes the changes made to the Enterprise Linux Support Policies dated October 25, 2006 and reflected in the Enterprise Linux Support Policies dated February 1, 2007: Matching Service Levels Removed requirement for all Oracle supported systems to be supported with Premier Support if acquiring Enterprise Linux Premier Support for any Oracle supported system. October 25, 2006 Initial release of the Enterprise Linux Support Policies. Oracle Linux and Oracle VM Support Policies Statement of Changes Page 10 of 10