Effective September 14, 2009, the initial point of contact for Global Knowledge Software (GKS) product support is through the standard Oracle Global Customer Support processes and systems and no longer through the GKS support mechanisms.
Beginning 1-Nov-2008, you will no longer go through Global Knowledge Software to renew your support contract. This process will be transitioned to Oracle Support Sales, with processing resuming in January 2009. 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 received a Global Knowledge Software support invoice prior to 1-Nov-2008.
If your support term has already expired, an Oracle Support Sales Representative will contact you beginning in January, 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 Global Knowledge Software support services and instead your support will be migrated to a standard Oracle Support offering. The Oracle contract will then govern the support services for the next term.