Effective February 25, 2008, the initial point of contact for Netsure product support is now through the Oracle Global Customer Support (GCS) systems and infrastructure and no longer through the Netsure support hotline or Netsure support email. Please discontinue using the Netsure support mechanisms effective immediately.
Logon to Oracle MetaLink to open new technical issues or track existing issues.
Beginning November 1, 2007, you will no longer go through Netsure to renew your support contract. This process will be transitioned to Oracle Support Sales, with processing resuming in early January 2008. However, you will continue to be supported—even if your support expires during this transitional period—as long as you had an active support contract as of November 1, 2007, or you have received a Netsure support invoice.
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. The Oracle contract will then govern the support services for the next term. Please note that Oracle will not be renewing contracts for the Netsure support services.
As the transition is completed, an Oracle Support Sales representative will contact you about your renewal.
ORACLE LIFETIME SUPPORT POLICY
Oracle protects Netsure customer investments with Lifetime Support
Furthering our commitment to Netsure customers, Oracle is proud to announce defined support timeframes for Netsure products and releases and the application of the Lifetime Support Policy to a number of Netsure products and releases. Refer to the Lifetime Support brochure for specific release information.