Acquisitions
- BEA

Support for BEA Products

Effective February 2, 2009, support for BEA products is available through the Oracle Global Customer Support (GCS) systems and infrastructure and no longer through the BEA support mechanisms.

	SUPPORT REQUESTS
	Logon to My Oracle Support to open new technical issues or track existing issues. To contact Oracle Support by phone, refer to the list of Oracle Support Hotlines and Support Contact Information for your country. Support Terminology for BEA Customers

GUARDIAN ON MY ORACLE SUPPORT

Oracle is pleased to announce that Guardian is now available though My Oracle Support effective February 2, 2009, to customers running BEA Software who have an active support contract.

Guardian is a pre-emptive diagnostic tool that proactively identifies, troubleshoots, and reports potential configuration issues in your environment. By using Signature Patterns™ downloaded from Oracle, Guardian works like a virus detection program, using definitions to identify known issues and potential problems. It also offers corrective action information to avoid them.

Customers wanting to know more about Guardian can log into their My Oracle Support account and visit the new Guardian resource center. The Guardian resource center contains information on the Guardian application, signature patterns, links to the Guardian documentation, links to download Guardian, and much more. The Guardian resource center is located in the knowledge link/tab of My Oracle Support under "Tools and Training" > "Diagnostic Tools".

Guardian works with the following Oracle products:

Oracle WebLogic Platform 8.1 and above
Includes Oracle WebLogic Portal, Oracle WebLogic Integration, and Oracle WebLogic Virtual Edition
Oracle Service Bus (formerly AquaLogic Service Bus) and Oracle Data Services Platform (formerly AquaLogic Data Services Platform)
Oracle SIP Server (formerly WebLogic SIP Server)

Signature Patterns updates are released approximately twice per month. You must have a current support contract with Oracle for your BEA software in order to download Signature Patterns and Guardian product updates.

SUPPORT RENEWALS

After June 30, 2008 your support contract renewal will no longer be processed through BEA systems. Please continue to contact BEA, however, to work with your BEA Support Sales representative. The renewal process, and your BEA Support Sales representative, will be transitioned to Oracle Support Sales as of August 1, 2008. You will continue to be supported—even if your support expires during this transitional period—as long as you have an active support contract or you have received a BEA support invoice as of June 30, 2008.

If your support term has already expired, an Oracle BEA Support Sales Representative will contact you beginning in August. Our practice is to contact customers 90 days in advance of the expiration of the current support term to discuss the renewal.

As the transition is complete an Oracle Support Sales representative will contact you about your renewal.