The same support team who supported Convergin's products continues to do so today. You should continue to use the same support channels you have been using, whether it is online, phone support, or through your customer representative. Support phone numbers and support email remain the same.
As we progress through the integration of Convergin Support within Oracle Support we will provide advance notice to you about any changes. Other than Support contract renewals, mentioned below, please continue to work with Convergin Support as you did before the acquisition.
If you have just purchased support for an Oracle Communications Service Broker product license, follow these instructions to receive support in the Convergin support delivery systems until we cut over to Oracle's delivery systems and processes.
Beginning 31-May-2010, you will no longer go through Convergin to renew your support contract. This process will be transitioned to Oracle Support Sales, with processing resuming in June. However, 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 Convergin support invoice as of 31-May-2010 .
If your support term has already expired, an Oracle support sales representative will contact you beginning in June, otherwise our practice is to contact customers 90 days in advance of the expiration of the current support term to discuss the renewal.
Oracle will work with you to migrate your support contract to a standard Oracle support offering and a standard Oracle support contract. Please note that Oracle will not be renewing contracts for the Convergin support services and instead your support will be migrated to an Oracle Support offering. The Oracle contract will then govern the support services for the next term.