Effective February 1, 2012, the point of contact for Endeca product support will be through Oracle Customer Support and My Oracle Support and no longer through the Endeca support hotline, email, or the support center. Please discontinue using the Endeca support mechanisms as of that date.
The same support team who supported Endeca's products continue to do so today.
Access the EDeN support portal for access to the Endeca Knowledgebase only. The Endeca Knowledgebase will be available through EDeN, the Endeca Developer Network, until March 15, 2012.
NEW PROCESS FOR SUPPORT RENEWALS
Beginning February 1, 2012, you will no longer go through Endeca to renew your support contract. This process will be transitioned to Oracle Support Sales, with processing resuming in late April 2012. 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 an Endeca support invoice as of February 1, 2012.
If your support term has already expired as of February 1, 2012 and you have not completed your renewal, an Oracle Support Sales Representative will contact you beginning in April 2012; 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 program to Oracle Premier Support and the Oracle Technical Support policies to govern the next support term. Please note that Oracle will not renew the Endeca support programs and instead your support will be migrated to Oracle Premier Support.