Sustaining support question
- From: Michael Schmitt <mschmitt@xxxxxxxxxxxx>
- To: "oracle-l@xxxxxxxxxxxxx" <oracle-l@xxxxxxxxxxxxx>
- Date: Thu, 26 Jul 2012 14:39:14 +0000
Hi All,
I had a quick question concerning sustaining support. I have read the lifetime
support policy and such, but one of the items that I am not exactly clear on is
the level of technical support you receive while on sustaining support.
Can anyone provide a some clarification on what the impact of sustaining
support is on technical support? I pulled the following from the documentation
- Sustaining support includes assistance with service requests, on a
commercially reasonable basis, 24 hours per day, 7 days a week
- Sustaining support does not include 24 hour commitment and response
guidelines for Severity 1 service requests as defined in the Severity Level
section below
Do you still have the option to open Severity 1 service requests while on
sustaining support? What are the main differences from Premier support and
Sustaining support in regards to technical support? (I understand the bug
fixes / CPU patch differences)
Thanks in advance
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